Travel, hospitality & leisureFlagship industry
From first search to the day after checkout.
We design and build booking sites, guest CRM and brand architecture for hotel groups, resorts and serviced apartments. Booking flows are built to the CCPA pricing rules and the DPDP Act, and measured on your share of direct bookings.
Where the rules biteMap of all forty-one industries
What is shifting
AI assistants and aggregators now sit between the first search and the stay, and pricing rules reach the booking flow. Each change lists what it demands and a fact you can check.
What it requiresA booking experience that beats the aggregator on clarity and speed.
EvidenceAI assistants compare rates, reviews and policies across sites in one answer.
What it requiresGuest data joined across property systems, with consent.
EvidenceHotels must report foreign guests through Form C within 24 hours of arrival, so identity is captured anyway.
What it requiresAll-in prices from the first screen, with optional charges marked optional.
EvidenceIn March 2025 the Delhi High Court upheld the CCPA’s ban on adding a service charge by default.
What it requiresA brand that feels the same in a search result and in the lobby.
EvidenceEach new property adds a site, a booking engine and a guest list to keep in step.
The rulebook
We read the pricing and dark-pattern guidelines, Form C registration, card security and data law as they apply to a typical hotel group. Your counsel keeps sign-off.
Frameworks we build to
We design and build to these frameworks; this is not a claim of certification.
Often shapes the work
Central Consumer Protection Authority
Drip pricing and false urgency (“only 1 room left”) in booking flows are named unfair trade practices.
We designAvailability messages come from live inventory, and totals never grow at the last step.
CCPA · Guidelines for Prevention and Regulation of Dark Patterns, 2023 Official text: CCPA dark-patterns guidelines, 2023
Often shapes the work
Central Consumer Protection Authority
Hotels and restaurants may not add a service charge to a bill by default; the Delhi High Court upheld the guidelines on 28 March 2025.
We designBills and booking totals show optional charges as optional.
CCPA · Guidelines on service charge, 4 July 2022 Official text: CCPA service-charge guidelines, 2022
Ministry of Home Affairs
Hotels report every foreign guest through the online Form C portal within 24 hours of arrival; the Act has been in force since 1 September 2025.
We designCheck-in captures what Form C needs once, with consent, and hands it to your filing process.
Immigration and Foreigners Act, 2025
Department of Consumer Affairs
Total price with its breakdown, and the cancellation and refund terms, shown before payment.
We designRate cards carry the breakdown and the policy from the first screen.
Consumer Protection (E-Commerce) Rules, 2020 Official text: Consumer Protection (E-Commerce) Rules, 2020
Shapes most of the work
PCI Security Standards Council
Card data in booking engines, deposits and stored payment methods, including the payment-page script controls in force since 31 March 2025.
We designBooking engines leave card data with the payment processor and list every script on the payment page.
PCI SSC · PCI DSS v4.0.1 Official text: PCI DSS v4.0.1
Shapes most of the work
Government of India · European Union
Guest data from many markets, with purpose-bound consent and withdrawal as easy as consent.
We designProfiles hold consent per purpose, and marketing never sees what the guest did not agree to.
DPDP Act, 2023 · Regulation (EU) 2016/679
Often shapes the work
W3C
Accessible booking for every guest; the EU Accessibility Act has applied to e-commerce services in the EU since June 2025.
We designDate pickers, room selectors and payment steps are tested with assistive technology.
W3C WCAG 2.2 · Directive (EU) 2019/882 Official text: WCAG 2.2 AA
Compiled 2 October 2026. Our reading of typical programmes, not legal advice. Rules change; your counsel confirms how each one applies to you.
Challenges
Guests want clear prices, recognition and quick help. Your teams need one view of each guest across many systems.
Guests compare all-in prices and cancellation terms before they book.
Preferences and history should follow the guest to the desk and the room.
Requests in chat, in the app and at the desk should reach one queue.
What we build
Brand, booking sites, content and a concierge assistant complete the programme. Each line links to the capability that does the work.
Booking and stay journeys designed and tested with guests.
Guest profiles, lifecycle messaging and loyalty from one guest record.
Brand architecture for portfolios with many properties and sub-brands.
Fast booking sites, integrated with your property and channel systems.
Destination and property content produced for every channel and season.
Concierge assistants that answer from the property’s own facts.
Programmes
The diagnostic sets a baseline for each step of your booking flow. Each programme then names its package, length and measure. Lengths are typical, never promised.
The way in
We book your rooms on your site, on aggregators and through AI assistants, then rank the gaps in price clarity, speed and policy.
What you get
02Milestone · 4–8 months
Search, rates and checkout rebuilt to beat the aggregator on clarity and speed, integrated with your booking engine.
MeasureDirect share of bookings
Services: Complete UX & UI design · Website · System integration
Enquire about Direct-booking experience03Milestone · 4–9 months
One consented guest profile across properties, with the messages that come before and after the stay.
MeasureRepeat-stay rate
Services: Customer data & identity foundation · Lifecycle marketing programme · Loyalty strategy & programme design
Enquire about Guest data and lifecycle programme04Project · 8–12 weeks
How the group, its brands and each property relate: named, ordered and drawn so guests can follow it.
MeasureRecognition of the parent brand across properties
Services: Brand architecture · Naming & nomenclature
Enquire about Portfolio brand architecture05Project · 8–12 weeks
Pre-arrival messages, digital check-in and requests in chat, ending in the same queue as the front desk.
MeasureGuest satisfaction after digital touchpoints
Services: Web or mobile app · AI assistant experience design
Enquire about Pre-stay and in-stay digital servicesHow success is measured
Main measureDirect booking share
How we use AI
Each use case has an automatic check, a person who decides and a log of what it did.
Use case 01
Measured byRequests resolved without a call
Tested forOWASP LLM09 · Misinformation
Goes live only with its evaluation set, automatic checks and a named owner
Use case 02
Measured byParity issues found and fixed per week
Tested forOWASP LLM06 · Excessive agency (it cannot act)
Goes live only with its evaluation set, automatic checks and a named owner
Use case 03
Measured byReply time and repeat stays among reviewers
Tested forOWASP LLM05 · Improper output handling
Goes live only with its evaluation set, automatic checks and a named owner
Working example
Per thousand bookings, the demo counts the guests you would know by name, beside a five-step journey from search to after the stay. Illustrative figures.
Direct share of bookings
Bookings by channel · direct against online travel agents
What it shows
An illustrative five-step guest journey from inspiration to after the stay, with direct bookings at 34 per cent against a target of half. Move the direct share to see, per thousand bookings, how many guests book with you and how much commission the hotel keeps at an illustrative 18 per cent.
Figures
Every number here is illustrative and shows how the deliverable reads; none is a client result.
Work and insights
You will also find what we have written on hotel pricing, consent and accessibility.
All work in hospitalityA typical programme · composite
A hotel group redesigned its booking flow from search to checkout, and the messages that follow each stay.
Anonymised and illustrative: the shape a programme takes, never a named client.
Questions
Something else on your mind? Ask us directly
Yes. We integrate booking, property, channel and CRM systems through their published APIs or the connectors you already use, so one guest record follows the stay.
We capture it once at check-in, with the guest’s consent. It then passes to your Form C filing process, and your team stays responsible for the filing.
It changes only your own channel. We make your site clearer and faster to book; how you balance channels stays your commercial decision.
Yes. We build every booking flow to WCAG 2.2 AA as a minimum and test it with assistive technology.
Keep exploring
You will speak to a lead who would run the work, and get a straight answer on fit.
01About 2 minutes
You get A reply from a named lead
02About 8 minutesRecommended
You get Options and a first scope after one call
03About 15 minutes
You get Receipt confirmed and a named bid lead
Every engagement starts with a written scope and a quote agreed before work begins. How each package is priced
