The Linden HouseSynced 6:12am
Tuesday 20 October, evening
Good evening, Maria.
2 conversations need a person. Everything else is handled.
Arrivals tomorrow
14
4 returning, 9 first came via an OTA
Came back direct
41
this month
Recovered
$9,640
month to date
Needs a person
2
oldest 9:41pm
Needs a person
Daniel Okafor, room 212Refund asked
"The heating was off most of the night, can you look at the charge?"
SMS, 9:41pm. Nightcap apologized and paused. No money mentioned. Night manager paged.
Sofia Alvarez, arriving ThuApprove note
Pre-arrival note in your voice: corner room ready early, breakfast at 7:30.
Confidence high. Mentions the early check-in offer, so it waits for you.
Objectives this week
Fill Sun to Wed in November38 of 120 nights
Move OTA regulars to direct6 of 15
Handled since 6am
Pre-arrival notes sent11
In-stay questions answered26
Win-back notes, between stays9
Review requests, pulse 9 or 10 only6
Opt-outs honored1
Connections
CloudbedsSynced 6:12am
Toast POSSynced 6:14am
HubSpotSynced 6:15am
Twilio SMS, 10DLCRegistered
Inbox
Every guest conversation, before arrival, during the stay, after checkout and between stays. Nightcap answers what it can; a person takes the rest.
Conversation
Reply as MariaHand to a personOpen guest
Objectives
Proposed from your Scan and refreshed each quarter. Accept, change the number, or dismiss. Accepted objectives steer which guest gets which note.
How Nightcap reads your data
Need periodsCloudbeds, 24 months
Occupancy by day of week and month, against last year, to find the nights that need help.
Guest value and reachCloudbeds, HubSpot
Who came via an OTA, who is reachable with consent, who spends more at the bar than the room.
Satisfaction patternsNightcap pulse, reviews
Scores by day, room type and arrival time; the words that show up in complaints.
Attach and upsellToast, Cloudbeds folios
Breakfast, dinner, early check-in and late checkout attach rates by guest type.
Every objective shows its evidence and the ledger line it is measured on. Nothing runs that you did not accept.
Approvals
3 waiting. Anything that mentions money or an offer stops here until you say otherwise.
Approval mode
Approve all, first two weeks
Approve marketing and money
Auto-send, exceptions only
The note, in your voice
Why this, why now, which data
Send to Maria's phone
Sofia Alvarez
3 stays, last in March. First came via Expedia. Reachable: SMS
Preferences, with source
Corner room, high floorCloudbeds, 3 of 3
Breakfast before 7:30, flat whiteToast, every stay
Late arrivals on Thursdays, asks for a quiet floorCloudbeds requests
Replies to SMS in minutes, ignores emailHubSpot, 14 messages
Rated 9 and 10 on the in-stay pulseNightcap
Consent
SMS, marketingYes, 12 Mar 2026, check-in
Email, marketingNot asked
WhatsAppNot asked
Timeline
Thu 23 OctArriving, 2 nights, direct
Booked on the hotel's own page from the March win-back note. Commission avoided: $94.
Tue 20 Oct, 4:10pmSMS, waiting for approval
"Sofia, welcome back. Your corner room on the third floor is ready an hour early..."
14 Mar 2026Checkout
Thank-you by SMS. Reply: "Loved it, see you in the fall." Review posted, 5 stars.
12 Mar 2026Stay, 2 nights, Expedia
Real mobile number and SMS consent captured at check-in. Folio: breakfast x2, bar $38.
Oct 2025Stay, 3 nights, Expedia
Corner room 310 requested. Masked email only.
Write a noteAdd a preferenceWrite back to Cloudbeds
October, month to date
Reconciled against Cloudbeds last night at 2:04am. This is the number on your invoice.
Recovered direct revenue
$9,640
17 bookings, OTA guests back direct
Commission avoided
$1,735
at your 18% blended rate
Upsells accepted
$1,120
early check-in, late checkout, dinner
Cost of channel
$86
SMS, WhatsApp, email, at cost
| 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. | |||||
Export CSVMethodologyScan baseline: 18 Sep
Settings
Everything the hotel controls. Nightcap never loosens the leash for you.
Voice CardFirst names, plain words, one practical detail, signs off as Maria. Never exclamation marks. 42 edits learned.
EditApproval modeApprove marketing and money. Changed by Maria on 6 Oct.
ChangeQuiet hours9pm to 8am, hotel time. Opt-outs honored in any wording.
EditAI disclosureOn in every conversation. A person in one word.
Pause all outboundStops every message now. Inbound still routes to people.
Connections
CloudbedsConnected, read and notes
Signed in by Maria, 18 Sep. Read-only for reservations, profiles, folios. Writes guest notes and tags only.
Toast POSConnected, read
Checks and items by room.
HubSpotConnected, read and write
Consent, campaigns, replies.
Team
Maria CastellanosGM, approves
Luis OrtegaNight manager, reads and notes
Peter Mack, NightcapLaunch Specialist, until 19 Nov
Your data
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