The challenge

Northstar Hotels ran forty-two properties on five different booking platforms. Guests saw conflicting rates, loyalty points failed to sync, and the revenue team spent mornings reconciling spreadsheets instead of shaping demand.

Leadership wanted a single direct-booking experience that still respected each property’s brand voice—and a Salesforce foundation that sales, marketing, and front desk could share.

What we built

We designed a Salesforce Experience Cloud guest journey connected to Revenue Cloud pricing rules, Marketing Cloud journeys for abandoned carts, and a Service Cloud case path for booking exceptions.

Operating model

Property GMs kept local offer control through guided flows, while central revenue set guardrails. Training rolled out in three cohorts so teams went live with muscle memory, not a PDF.

Within two quarters, direct bookings rose 38%, call-center volume on rate disputes dropped by half, and the loyalty ledger finally matched the PMS.