How Bespoke Hotels won back the strategic hours that matter

Bespoke Hotels is a collection of more than 50 independent properties throughout the UK, offering travelers exactly what they’re chasing — whether that be the pulse of city life, the calm of the countryside, or the simple joy of sea air and sandy beaches. 

Connected by a commitment to individuality, each property carries its own charm and character, ensuring every guest enjoys a stay that feels distinctly — and unmistakably — Bespoke.

As the Bespoke portfolio grew, the revenue team was drowning in manual reporting. With multiple PMSs across their 50+ hotels, each with its own quirks and formats, the team spent a staggering amount of time logging into systems one-by-one, exporting static reports, rebuilding data in Excel, and emailing files that were already out of date.

For a management company responsible for maximizing owner returns, this wasn’t just inefficient — it was unsustainable. As Stephanie puts it, “We knew we couldn’t work this way anymore. Too much time was going into pulling reports rather than driving strategy.”

Marketing also had its own challenges. A standalone email tool with minimal analytics meant the team couldn’t measure engagement or understand the impact of campaigns across the portfolio, resulting in disconnected commercial efforts and missed opportunities.

Bespoke Hotels adopted Cloudbeds Revenue Intelligence to give the entire organization a single, real-time view of performance across every property. Overnight, Cloudbeds Revenue Intelligence wiped out manual reporting, freeing the team to shift from chasing spreadsheets to actually understanding what’s happening in the business.

Now, revenue managers can jump between hotels in seconds and instantly see live performance, pacing against last year, variances to budget, rate-shopping insights, and segmentation analysis by length of stay, day of week, customer type, and more — all in one unified, intuitive format.

“We’re saving 5–10 hours a week per hotel. With over 50 hotels, that time saving is enormous — and it finally lets my team be strategic, not reactive,” explains Stephanie.

And because Cloudbeds delivers live data to everyone — from revenue managers to the CEO — the internal conversations at Bespoke changed dramatically. Instead of reacting to outdated reports, teams across the business are now aligned around the same real-time truth.

As Stephanie puts it, “Everyone — my boss, the CEO, ops directors — is looking at the same live data. The questions are smarter, the decisions are faster.”

With Cloudbeds Guest Marketing CRM, Bespoke Hotels shifted from one-off, unmeasured email blasts to a smarter, data-driven engine that finally shows what’s working — and what isn’t. 

Real-time visibility into opens, click-throughs, conversions, audience engagement, and portfolio-wide performance gave the team the insight they’d been missing. Template-driven workflows made campaigns faster to build, easier to replicate, and far more consistent across properties.

Most importantly, revenue managers can now launch targeted campaigns the moment they spot a need period — no more waiting on a central marketing queue. “Revenue can now identify a gap and send a campaign immediately. The templates are easy, quick to adapt, and incredibly effective,” explains Stephanie.

One of Bespoke’s standout wins came from Dumbleton Hall, a property once dependent on flash sales to fill rooms. With Cloudbeds Guest Marketing CRM, the team reactivated a dormant guest database and launched highly targeted direct campaigns — unlocking thousands of pounds in direct bookings, significant commission savings, and repeat business that continues to build. Today, Dumbleton no longer leans on flash-sale platforms at all.

“We moved Dumbleton away from flash sales and saw thousands of pounds in direct revenue. They no longer need discount platforms — everything now comes direct.”

Today, Cloudbeds gives Bespoke Hotels a single, real-time source of truth across its entire portfolio — a unified lens that brings clarity to every performance decision. Massive time savings have unlocked true strategic revenue management, while a measurable, scalable marketing engine now drives smarter, more effective guest engagement. Leadership and onsite teams share the same commercial view, aligning every conversation around live data. And with a clear pathway into intelligent, AI-driven pricing and strategy, the company is setting itself up for long-term commercial strength.

Instead of wrestling with a fragmented tech stack, the team can finally focus on what matters most: profitability, owner results, and sustained performance.