Guests
The guest services travellers commonly request before arrival
What guests ask for, roughly when they ask for it, and which requests are most often lost because nobody was ready to answer them.
3 min read
Insights
Working notes on guest revenue, suppliers and operations.
Written for owners and operators evaluating whether any of this applies to them. No statistics without a source, and no conclusions we would not defend in a meeting.
Measurement
How to evaluate ancillary revenue per occupied stay
A measurement framework for guest services: which metric to use, how to define the denominator, what to record from day one, and how to avoid flattering yourself with the numbers.
3 min read
Fit
When VIALÉA is — and is not — the right partner
The conditions under which this model works, the conditions under which it does not, and the situations where the honest recommendation is to do something else entirely.
3 min read
Operations
The hidden operational cost of unmanaged guest requests
Ad hoc guest requests look free because nobody bills for them. The cost shows up as fragmented attention, uncontrolled liability and decisions made without evidence.
3 min read
Suppliers
Should a property use its existing providers or build a new concierge network?
Existing suppliers carry knowledge worth protecting. They also carry blind spots. A practical framework for auditing what you have before replacing any of it.
3 min read
Model
How a performance-based guest revenue model works
What "performance-based" means mechanically: where the margin comes from, how attribution is defined, what the property must still verify, and where the model creates friction.
3 min read
Operations
External concierge vs. in-house guest services: costs, control and trade-offs
A structural comparison of the two models — what each really costs, what each gives away, and the conditions under which one clearly beats the other.
4 min read
Revenue
How villas can generate additional revenue after a reservation is confirmed
The window between confirmation and arrival is where most villa ancillary revenue is won or lost. What that window contains, why it closes early, and how to work it without hiring.
4 min read
Next step
If any of this describes your operation, let us discuss it.
A conversation about your specific property is worth more than any general article.