How consistency across 12 luxury villas drove a 3.2x increase in direct rebookings
When every property delivers the same exceptional experience, guests come back.
increase in direct rebookings
The Challenge
With 12 high-end villas, maintaining consistent luxury service was nearly impossible.
Each property manager had different communication styles
Guest preferences weren't shared across properties
High-value guests expected instant, personalized responses
Most rebookings went through OTAs, costing 15-20% in fees
The Solution
Cendra unified the guest experience across all 12 properties with intelligent personalization.
Single brand voice across all properties
Guest preference memory that follows them between stays
VIP recognition and personalized recommendations
Direct booking incentives delivered at the right moment
The Results
More direct rebookings
OTA fees saved yearly
Brand consistency
Average review score
"Every villa, every message, same exceptional standard. Cendra remembers guest preferences across properties. That personal touch? It's why guests come back and skip the OTAs."
James Whitfield
Director, Coastal Luxury Collection
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