CueroHospitality
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Audit my process
Ecosystem · Nº 02 · Hospitality

Hospitality that,
for once, isn't happening on a clipboard.

Between the PMS, the channel manager, three OTA dashboards, a review monitor, a POS for the bar, and a spreadsheet called nightaudit_final_v4, the front desk is running seventeen systems just to hand over a key. We automate the typing. You keep the welcoming.

Audit my hotelSee the modules
40 sAverage check-in
(from 8 min)
+23%Pre-arrival upsell
attach rate
94%Reviews answered
within 2 hours
The habitat

Hotels are tremendously good at making you feel welcome — right up until a computer is involved.

The welcome at the door is warm. The coffee is good. The room is spotless. And then someone has to type your name into four systems while you stand holding your suitcase. We take the typing off the staff's plate so the welcome can last longer than the first ninety seconds.

  • A fragmented stack

    PMS, channel manager, POS, review monitor, loyalty, messaging — all separate, none synced, all updated by hand at three in the morning by the night auditor.

  • Revenue quietly left on the table

    Upsells not offered, rates not adjusted when demand moves, OTA commissions reconciled months later — if at all.

  • Guest attention stolen by the computer

    The front-desk clerk spends more time looking at a screen than at the guest, because the software simply will not let them do otherwise.

The guest journey

Four modules, one continuous welcome.

Everything the guest touches — from the moment they book to the review they leave weeks later — coordinated so the staff never have to type the same thing twice.

Guest journey · Nº 01

Channel & Reservation Sync

Bookings from Booking.com, Expedia, Airbnb, your direct site, and the phone all flow into one unified calendar — deduped, mapped to rooms, and pushed back to every channel within seconds. No overbooking. No channel drift. No night auditor fixing it at 3 a.m.

  • All channels synced within 30 seconds of a booking
  • Overbooking reduced to effectively zero
  • Rate parity maintained automatically across every channel
Guest journey · Nº 02

Pre-arrival Verification & Upsell

A personalised sequence runs in the background between booking and arrival: welcome at T-7d, ID and payment verification at T-48h, an upsell for breakfast, late checkout, or the spa at T-24h, and a friendly arrival reminder at T-2h. The right message at the right time, in the guest's language.

  • +23% upsell attach rate vs. manual offers at reception
  • Payment and ID issues resolved before the guest arrives
  • Sequences tuned per guest segment and stay history
Guest journey · Nº 03

In-Stay Requests & Concierge Routing

Guest requests — from the app, phone, WhatsApp, or the in-room kiosk — are classified and routed to the right team with an SLA. Housekeeping, F&B, maintenance, concierge, all in one queue. Nothing gets lost in a group chat. Nothing falls through a shift change.

  • 100% of requests tracked from open to resolution
  • Multi-language guest messaging translated on the fly
  • SLA breaches escalate automatically before the guest complains
Guest journey · Nº 04

Review Monitoring & Response Drafting

Reviews on TripAdvisor, Google, Booking.com, Expedia, and Airbnb are monitored in real time. An agent drafts a response in the hotel's voice; your manager approves with a click — or, if the brand voice is trusted enough, positives publish themselves and only negatives wait for a human.

  • 94% of reviews answered within 2 hours of posting
  • Negative reviews flagged for human review, never auto-replied
  • Response voice tuned per property and language
A day in the life

Check-in: observed in the wild,
and after the intervention.

The same arrival, told twice. Once as the staff experience it today. Once as the guest experiences it after deployment.

Observed in the wild

Arrival at 18:42, a Friday.

  • 0:00Guest walks in. Queue of five. Lobby music a little too loud.
  • 3:40Reaches the desk. Clerk asks for name and passport.
  • 4:20Clerk searches reservation across three systems. “One moment please.”
  • 5:45Clerk types loyalty number, card details, special requests by hand.
  • 7:15Printed key card handed over. Room number written on a paper sleeve.
  • 8:00Clerk explains wifi, breakfast hours, pool, spa, elevators.
  • 8:40Guest finally leaves the desk. Next guest steps forward.

Eight minutes and forty seconds of typing that nobody wanted.

Post-intervention

The same arrival, after deployment.

  • 0:00Guest opens the hotel app at the entrance. Face match in 2 seconds.
  • 0:04System confirms ID verified at T-48h. Payment already on file.
  • 0:12Room assigned — guest's stated preferences honoured automatically.
  • 0:20Mobile key issued to the phone. Directions to the room pre-loaded.
  • 0:30Wifi, breakfast, pool hours already in-app. Welcome message in Spanish.
  • 0:40Guest heads to the lift. Staff say hello — because they actually can.

Forty seconds. The welcome lasted longer than the paperwork.

Back of house

Four modules the guest never sees.

The plumbing underneath the welcome — housekeeping, revenue, reconciliation, maintenance — running in the background so the front of house can be present.

Back of house · Nº 01

Housekeeping Dispatch & Room Status

Checkouts trigger priority cleans. Stayovers are batched by floor and optimised for cleaner routes. Room status updates flow to reception in real time, so when the early arrival asks “is my room ready?” the answer exists before the front desk types a word.

  • Reception always knows which rooms are ready, live
  • Cleaner routes optimised by floor and stayover load
  • Urgent VIP cleans prioritised automatically
Back of house · Nº 02

Dynamic Pricing & Rate Parity

Competitor rates scanned hourly, demand signals factored in, and new rates pushed to every channel simultaneously — Booking, Expedia, Airbnb, your direct site — always in sync. No more guests finding a cheaper rate on a competitor site while standing at your front desk.

  • +8% RevPAR vs. static pricing in comparable periods
  • Rate parity violations caught and corrected within minutes
  • Revenue manager reviews, never types
Back of house · Nº 03

OTA Commission Reconciliation

Every OTA commission statement — Booking, Expedia, Airbnb, HRS — matched line by line against your PMS records. Missing commissions, overcharged commissions, cancelled bookings still being invoiced: all flagged, all documented, all disputed on your behalf.

  • Typical recovery: $4–12k per property per quarter
  • 99.4% automatic match rate
  • Discrepancies documented with evidence for dispute
Back of house · Nº 04

Preventive Maintenance Scheduler

HVAC, boilers, elevators, pool chemistry, room inspections — tracked, scheduled, vendor-dispatched. No more clipboard on the wall in the engineer's office. No more “when did we last service the lift?” moments at the worst possible time.

  • 100% of compliance checks on schedule and documented
  • Vendor dispatch and confirmation handled automatically
  • Overdue tasks escalate before they become emergencies
Stack we speak

We meet your systems where they already live.

Cuero plugs into the tools the hotel already runs. If your stack isn't listed, it's probably still on the compatibility sheet — ask.

Property Management
Opera
Oracle Hospitality
Mews
Cloud-native PMS
Cloudbeds
PMS + channel manager
Stayntouch
Mobile-first PMS
Channel & Revenue
SiteMinder
Channel manager
Duetto
Revenue management
IDeaS
RMS by SAS
RateGain
Rate intelligence
Reviews & Feedback
TrustYou
Review aggregation
ReviewPro
Shiji Group
Revinate
Guest feedback + CRM
Medallia
Experience platform
Talk to us

Ask about your specific friction.

We'll tell you which of these modules applies to your stack and what a realistic first step looks like — usually smaller than you expect, and faster to ship.

Cuero · HospitalityReplies in seconds
Tell us what's stealing your front desk's attention. We'll tell you where to start.

Tell us where the friction lives.

We'll come back with a concrete starting point — usually one module, one workflow, and a demo running on your real data before next month's occupancy report.

hello@cueroinc.com