Nightcap connects your PMS, CRM and POS into one profile per guest, then uses every detail to communicate with each guest personally, in your voice, via email, text message, and even voice or video. Guests feel known, book direct, spend more and come back.
Hyper-personalization is impossible while the systems do not talk. Your PMS knows the stays, your CRM knows the consent and the history, your POS knows what they ordered at the bar. Nightcap joins them into one profile per guest, then spends every detail on the next direct booking, the upgrade and the review. The guest gets a hotel that remembers them. You get the revenue that follows.
Sample guest. Every preference carries its source, so the hotel can see why a message said what it said.
Hyper-personalization is not a first name in a subject line. It is a note that could only have been written to this guest, from facts the hotel already holds in three different systems. Under each note is the fact it came from and where that fact lives.
Because he ordered the same Rioja twice on his last stay (POS) and arrives tonight (PMS).
Robert, the Rioja you liked is back in. A bottle can be waiting in the room when you arrive, just say the word. Maria
Bottle in the room before arrival. $68 on the folio, zero staff time.
Because three of his four arrivals were after 10pm (PMS) and his address is a four-hour drive away (CRM).
James, the kitchen closes at 9, but there will be a plate in your room if you text me a yes. Safe drive over the pass. Maria
Late plate accepted, $34. His review mentioned it by name.
Because eleven weekday stays this year, always a Tuesday, always on a booking-site rate (PMS), and he reads email on his phone (CRM).
Mr. Chen, your Tuesday room is held through December at your usual rate. Reply once and it is locked, no booking site needed. The Marlowe
14 nights booked direct from one reply. The commission on every one of them stayed in the building.
Because they have stayed the same weekend two years running (PMS) and the front desk noted an anniversary last year (CRM).
Ana, happy anniversary to you both. The terrace table is held at 7 if you would like it, and Sunday's late checkout is already done. Maria
Dinner for two on the terrace. A 10 on the in-stay pulse and a third year on the books.
Because breakfast posted to the folio twice this morning (POS and PMS) and she checks out tomorrow.
Daniela, I spotted a double breakfast charge on your folio and have taken it off. Nothing for you to do. Maria
Fixed before she saw it. No dispute at checkout, no chargeback, a five-star review.
Because her birthday falls on night two (PMS profile) and she ordered the chocolate tart on her last stay (POS).
Lucia, the tart is on us tonight. Happy birthday from all of us at the Linden. Maria
Bar tab $86 that evening. Her review was about the tart.
Because a dog bed was requested on both stays (PMS) and the dog menu was ordered on both (POS).
Claire, Biscuit's bed is already in the room and the dog menu is on the table. The off-leash trail map is at the desk. Maria
Pet fee prepaid, $45. She posted the room, with Biscuit, to 4,000 followers.
Because two August stays with children, both booked on an OTA (PMS), and consent captured at check-in (CRM).
Tom, the pool opens on the 24th and the bunk room is yours for the same week as last year if you want it. Book direct here and the kids' breakfast is on us. Maria
Five nights, direct. $640 of commission that did not go to the booking site.
Because she is booked inside a wedding block (PMS) and the hotel had no email for her until check-in (CRM).
Hannah, welcome. The shuttle to the barn leaves from the front door at 3:30 and 4:00, and there is a late breakfast on Sunday for the wedding party. Reply if you need a car. Maria
A guest the hotel had never met is now its own. Nine of the 22 wedding guests gave consent; three have booked back since.
Sample guests and sample hotels. Every note is written from the hotel's Voice Card and from facts with a source. Anything that mentions money or an offer waits for a person until the hotel says otherwise.
The guest who stayed last spring is the cheapest booking you will ever win. Most hotels cannot reach her, because her email arrived masked and nobody asked for the real one.
Sign in to your PMS from Nightcap, read-only first. Cloudbeds, Mews, Apaleo and others connect through their official APIs. Then a Nightcap specialist does the rest: the ten-minute voice interview, your sending domain and number, the first messages. Live within 2 to 3 days, without an implementation project.
Nightcap builds one profile per guest across your PMS, CRM and POS, and dedupes the four John Smiths. Every preference carries its source: "prefers a high floor, 3 of 4 stays". Nothing is guessed, and every message is written from it.
Pre-arrival, in-stay, post-stay and between stays, each guest gets a message written for them in your voice, on the channel they answer. The next booking is offered direct, and every result is written to a ledger you can audit.
Next on the roadmap: a Nightcap direct-booking page for each hotel, with the returning guest's rate and preferences already applied. Founding Hotels help shape it.
Today for the morning meeting, Approvals while the leash is short, one profile per guest at the front desk, the ledger for the owner, and Settings for the voice, the connections and the kill switch. Sample hotel, sample data.
| Guest | First came via | Booked direct | Nights | Revenue | Attributed to |
|---|---|---|---|---|---|
| Priya Raman | Booking.com, Oct 2025 | 18 Oct | 2 | $580 | Win-back note, 17 Oct, email |
| Sofia Alvarez | Expedia, Oct 2025 | 12 Oct | 2 | $520 | Thank-you thread, Mar, SMS |
| Tom Berger | Booking.com, Aug 2025 | 9 Oct | 5 | $2,150 | Win-back note, 8 Oct, SMS |
| Chen Wei | Expedia, Jan 2026 | 3 Oct | 14 | $3,220 | Tuesday hold, 2 Oct, email |
| 13 more bookings. Export the full list with the messages behind each one. | |||||
Sample hotel and sample data. Screens are the current design; details will move as Founding Hotels use them.
Illustrative scenarios with sample guests. Every message a guest receives names the hotel's assistant and offers a person in one word.
A ten-minute conversation with your GM becomes a Voice Card: how you greet, what you never say, how formal you are at 10pm. Every message is written from it, and your edits teach it.
Sofia, welcome back. Your corner room is ready an hour early and breakfast is set for 7:30 like last time. Text me if the drive runs long. Maria
Ms. Alvarez, a pleasure to have you with us again on Thursday. The corner suite will be ready from 2pm, and we have noted your 7:30 breakfast. Should anything change, simply reply here. The Marlowe
Nightcap reconciles against your PMS every night and shows what it brought back: direct bookings from guests who first came through an OTA, the commission that did not leave the building, and the upsells accepted. You can export the underlying bookings any time.
| October, sample hotel, 48 rooms | Amount |
|---|---|
| Direct bookings recovered from past OTA guests | $9,640 |
| Commission avoided at 18 percent | $1,735 |
| Early check-in, late checkout and upgrades accepted | $1,180 |
| Guests moved from unreachable to reachable, with consent | 212 |
| Channel costs passed through at cost | $146 |
| Nightcap, flat | $499 |
Sample ledger for illustration. Your Scan sets the baseline; the ledger measures against it.
Official connections where the system offers one. No API yet? We work from your exports until there is one, read-only, with your approval.
System names describe what Nightcap connects to. Marketplace listings follow each vendor's certification.
Your own database, your own encryption key, your own login vault. We cannot query across hotels even if we wanted to.
Consent is captured and logged per guest and channel. Stop means stop within seconds. Quiet hours and state rules are built in.
Every conversation names the hotel's assistant, and a person is one word away. Complaints, refunds and anything about money go to a human.
Nightcap reads folios and charges as tokens or last four digits only, and never touches a payment page.
Your guests are your guests. Leave any time with every profile, and we delete the rest.
SOC 2 Type II in progress for 2027, annual penetration test, a published subprocessor list, and a data-processing agreement in plain English.
No contracts, no cancellation fees, no setup fee, and never a fee charged to your guests. Launch by a Nightcap specialist is included. Channel costs are passed through at cost and shown on the ledger.
Flat is the better deal above roughly $1,500 a month of recovered direct revenue; the ledger shows you when, and you can switch. Larger properties and groups: ask.
Every hotel gets a specialist who connects, interviews and launches it within 2 to 3 days. The first five get the founder: Peter Mack personally runs your daily sync and reviews every message for the first 30 days, then hands you the leash.
Nightcap is built by Peter Mack, who led revenue strategy across 800+ hotels at Starwood, co-founded and ran Collective Retreats, and now runs HospitalityOS, an operator-led advisory and software company for independent hotels.
HospitalityOS takes no money from software vendors. Nightcap connects to the systems you already run and never asks you to switch.
No. A chatbot waits to be asked. Nightcap knows the guest before they write, reaches out at the right moment, and brings the next booking in direct. The inbox is part of it, not the point of it.
It sends templates with merge fields, once a booking exists, and mostly stops at checkout. Nightcap sits above your PMS, keeps one profile per guest across systems, and keeps writing between stays, which is where the direct booking happens.
Yes, every time. The first message names the hotel's assistant, and a guest can reach a person with one word. Anything about money, complaints or safety goes to a human before a reply is sent.
You export every guest profile and message in one click, and we delete the rest, including the encryption key for your environment. Your guests stay yours.
One sign-in, and the Scan is back within 24 hours. Going live takes 2 to 3 days: a ten-minute voice interview, your sending domain and number, and the first messages approved in the console until you are comfortable letting them go.
It can, for guest messaging. If you keep HubSpot or Mailchimp, Nightcap imports consent and history from them and writes tags back, so nothing is sent twice.
No. Nightcap never adds a line to a guest's bill. You pay a flat monthly price, or a lower base plus a share of the direct revenue it recovers, and channel costs at cost.