Principles

Our goal is one continuous positive guest experience. Marketing should set accurate expectations, sales should determine fit without pressure, pre-arrival planning should make the trip easier rather than create homework, and everything we learn should carry forward into the stay. The guest should never feel that they are being passed from one department to another.

What We Want Guests to Experience

• Worth the investment. Guests should be impressed not only by the property, amenities, and design, but also by the quality of the booking, planning, arrival, and follow-through. They should trust that their money and personal information are handled appropriately and that we will deliver what we promise.
• Distinctive. Guests should understand why the experience is meaningfully different from another villa or hotel. We describe the property as an exclusive-use, fully hosted estate and explain what that means in practice rather than relying on generic luxury language.
• Responsive. We acknowledge inquiries immediately when practical and within one hour while the sales function is staffed.
• Proactive. Guests should not need to ask whether we received a message, what happens next, or who is handling something. We lead the process and stay appropriately in touch.
• Personal, not formal. Service should be warm and highly attentive without becoming scripted, pretentious, or overwhelming. We adapt the pace and level of interaction to the guest.

Operating Principles

• Make marketing operationally true. Do not advertise experiences, amenities, service levels, inclusions, or availability that the team cannot reliably deliver.
• Earn trust before asking for commitment. Accurate information, current photography, clear terms, prompt follow-through, and secure handling of information are part of the product.
• Make the real cost clear. Rates, required packages, optional costs, payment timing, cancellation terms, and meaningful limitations should be understood before booking.
• Sell for fit, not pressure. Learn what the group wants, connect the relevant parts of the experience to those priorities, discuss price transparently, and decline respectfully when the fit is poor.
• Use one guest record and one coordinated voice. Information provided once should be remembered and reused appropriately, and guests should not receive duplicate or contradictory outreach.
• Use templates as starting points, not scripts. Communication should sound like a capable person, not a corporate sequence or a luxury-hotel script.
• Prepare rigorously behind the scenes, then make the guest-facing experience feel natural. Arrival is the clearest example of this.
• End every interaction with clarity about the next step, who owns it, and when it will happen.
• Keep post-stay contact human and permission-based. A good relationship should not turn into an automated marketing sequence the guest did not ask for.

Roles & Ownership

A small property may combine several of these roles in one person, but each responsibility still needs a clear owner. The guest should experience one coordinated relationship even when several people contribute behind the scenes.

Marketing & Brand Owner

• Own positioning, target audience, core messages, brand voice, and the accuracy of public-facing content.
• Own the website, major marketing channels, listing content, campaign standards, partner-facing materials, attribution, and channel reporting.
• Ensure current photography, descriptions, inclusions, policies, and calls to action remain consistent across channels.

Inquiry, Reservations & Sales Owner

• Own each inquiry from first response through qualification, proposal, hold, and booking confirmation.
• Maintain response-time and follow-up standards so no qualified lead is abandoned without a deliberate decision.
• Coordinate availability, pricing, and commercial terms using approved sources.
• Keep the CRM current, including next action, owner, sales context, and lost reason.

Pricing & Revenue Owner

• Own the live approved rate source, seasons, packages, minimum stays, supplements, taxes, discounts, and exception authority.
• Ensure every channel and proposal uses current approved pricing.
• Review realized rates, discounting, channel economics, demand patterns, and lost reasons.

Guest Journey & Pre-Arrival Host

• Own the transition from booking to hosting.
• Build the group profile and coordinate the planning call, room assignments, itinerary, transportation, and final guest confirmation.
• Make sure guests do not repeat information already captured.
• Prepare the internal team with the context needed to personalize the stay.

Arrival Lead

• Own arrival-day coordination and the first in-person transition from planning to hosting.
• Confirm guest-facing readiness, names and pronunciations, immediate needs, luggage flow, and the welcome.
• Own arrival exceptions and cross-team escalation.

Supporting Teams & Leadership

Housekeeping, food and beverage, property operations, activities, wellness, and other teams own delivery of the promises made during sales and planning. If a commitment is at risk, the responsible team should flag it early enough for us to solve the issue before it becomes a guest problem.

Leadership defines commercial guardrails, pricing and recovery authority, cancellation philosophy, guest-data standards, and the resources needed to deliver the promised response times and service levels.

Marketing & Distribution

Positioning

Our marketing should help the right guest quickly understand whether the property fits the trip they are planning or not. We focus on the things that are genuinely different about the experience: exclusive use, full hosting, privacy, food, local experiences, design, and a personal relationship with the group. Good positioning should filter as well as attract.

Website

The website and other primary sales materials should:

• Use current photography and accurate descriptions of bedrooms, bathrooms, living spaces, amenities, and the surrounding property.
• Explain the service model, who the stay is designed for, what is included, what costs extra, and any important limitations.
• Make availability, inquiry, and booking actions obvious.
• Show deposit and cancellation terms before a guest commits.
• Use clear, readable copy that sounds like the property rather than generic luxury copy.
• Keep room counts, inclusions, policies, and other facts consistent across the website, partner listings, written and verbal communication.
• Test inquiry forms, booking links, phone numbers, messaging links, and confirmation flows regularly.

Channels, Listings & Partners

• Before spending, know the target audience, offer, landing page, expected action, cost structure, and attribution method.
• Track qualified inquiries and bookings, not only clicks, impressions, or follower counts.
• Use consistent source tracking so direct, paid, organic, listing-site, partner, referral, and repeat demand can be distinguished.
• Stop or rework channels that create activity without qualified demand.
• Keep descriptions, photography, room counts, inclusions, policies, rates, and availability consistent across listing sites.
• Understand commissions, payment flow, cancellation rules, guest ownership, and data access before activating a listing or distribution partner.
• Measure channel contribution after commissions and fees, not only gross booking value.
• Audit every live listing periodically for accuracy.
• Use a small network of travel advisors, villa specialists, and local partners who understand what we offer. Referral terms are agreed in advance, and partners should never promise a service, concession, or term we have not approved.
• When we are not the right fit, we may suggest a better-fitting property or offer useful local information. Helping the traveler is better than forcing a booking that is likely to disappoint both sides.

Inquiry, Sales & Booking

All inquiries, whether they arrive through the website, email, messaging, phone, a listing site, or a partner, enter one shared system.

• Match the guest to an existing CRM record when possible before substantial follow-up.
• Assign one owner.
• Record source, requested dates, party size, trip purpose, important needs, budget context when known, and the next action.
• Acknowledge the inquiry immediately when practical and within minutes while the sales function is staffed.  If a phone number is provided, attempt to call the prospect immediately.  The research summarized in The Short Life of Online Sales Leads found that responding to an online inquiry within five minutes made a company 21 times more likely to qualify the lead than waiting 30 minutes. Speed is not only courteous; it can materially affect conversion.
• If a complete answer will take longer, send a useful acknowledgment and tell the guest when to expect the answer.
• Follow up on qualified leads according to a defined cadence rather than waiting indefinitely for the guest to re-engage.
• Stop respectfully when the guest declines, is clearly not a fit, or asks not to be contacted.
• Avoid duplicate, overlapping, or contradictory outreach from different team members.

Qualification & Sales Conversation

Qualification should feel like a useful conversation, not an interrogation. We need enough context to know whether the property fits and to make the next interaction relevant.

We usually establish:

• Dates and flexibility.
• Party size, room needs, children, and configuration constraints.
• The reason for the trip and what the group hopes to get from it.
• Who is making the inquiry and who else is involved in the decision.
• Budget expectations early enough that we do not waste the guest’s time.
• Timing and urgency of the decision.
• Accessibility, dietary, privacy, activity, or service needs that could materially affect fit.
• The sales conversation is consultative. We listen more than we talk, ask about favorite travel experiences and what the group wants to feel, and use those priorities to decide what to explain. Direct questions receive direct answers, including questions about price.

Specific and sensory examples can help a guest understand the experience, but they should be accurate rather than theatrical.

If the budget is close, we use approved levers such as different dates, shoulder season, room configuration, or package structure before considering a discount. If the budget is materially different, we explain the mismatch respectfully and stop trying to convert the lead.

Objections are information, not something to defeat. A useful question is: “What would need to be different for this to feel like the right value for your group?” We do not create false scarcity, artificial deadlines, or pressure.

Proposal, Pricing & Confirmation

Proposals should follow quickly once we know enough to make them accurate, and they should reflect what the guest told us matters rather than reading like a generic quotation.

Every proposal should clearly state:

• Dates and party size.
• Accommodation or room configuration.
• What is included.
• Optional items and what costs extra.
• Meaningful exclusions or limitations.
• Total pricing, including applicable taxes and fees.
• Deposit and payment schedule.
• Cancellation and refund terms.
• Hold expiration, when applicable.
• The next step and an easy way to accept, ask a question, or request a hold.

We use one live approved pricing source. Static rate sheets are reference material only and never override the current approved rates. Revised proposals are versioned clearly so earlier terms do not create confusion.

Discounts, upgrades, waived charges, special payment schedules, complimentary items, and other exceptions require approval. Significant exceptions should be recorded along with the reason they were made.

A hold has a clear expiration and release condition. A stay is not described as confirmed until our confirmation requirements have been met. Once confirmed, we send one booking summary covering the dates, group, commercial terms, and agreed arrangements, then explain what happens next and when pre-arrival planning will begin.

When useful, we also offer pre-stay or post-stay planning through trusted Italian travel specialists. Practical travel support is part of the relationship as well. For example, the team can use the Guide - Lost Luggage when a guest has a baggage problem rather than simply referring them back to the airline.

Payments are handled through approved secure methods. Sensitive payment information should not be collected or stored through informal messaging channels.

CRM & Guest Record

We maintain one group or booking record connected to individual guests when practical.

The record should include:

• Lead source and pipeline stage.
• Complete relevant communication history.
• Current owner and next action.
• Requested dates, party size, and trip purpose.
• Useful preferences and interests.
• Special occasions.
• Concerns, commitments, and open questions.
• Lost reason when the inquiry does not convert.

Stable preferences should be distinguished from one-time choices. Duplicate records should be merged rather than allowed to create parallel guest histories, and access to sensitive information should be limited to people who need it.

Pre-Arrival Planning

Welcome & Stay Planning

Well before arrival, we send a personalized welcome communication that:

• Recaps what has already been discussed and confirmed.
• Identifies anything still pending.
• Highlights property experiences or local activities that are relevant to this particular group.
• Helps us understand what the group wants from the trip.
• Explains the planning process and when the guest will hear from us next.
• Avoids asking the guest to repeat information already provided.

The goal is to build a useful picture of the group before arrival without turning a vacation into homework. Guests can provide missing basics asynchronously when convenient, and the planning call fills in what matters. Information already captured should be prefilled or omitted.

Guest Profile & Information Collection

We collect guest information through the planning call and the guest portal Cortile. We collect only what we expect to use for the booking, legal requirements, safety, or service.

Depending on the stay, that may include:

• Group or trip name and primary contact.
• Principal guest name.

• Legally required identity and passport information is collected only for the principal guest through the approved secure process. The detailed Italian registration and identity-verification workflow is maintained in the Safety, Security & Compliance Playbook.

• Names of all guests, preferred form of greeting or nickname, and pronunciation when useful.
• Contact information, including phone numbers and address where required.
• Number and ages of children.
• Arrival and departure information.
• Transportation method and flight or train details when relevant.
• Room assignments and bed configuration, including king versus twin requirements.
• Family-proximity needs.
• Dietary restrictions, food allergies, environmental sensitivities, and other safety-critical information.
• Mobility and accessibility considerations.
• Special occasions such as birthdays and anniversaries.
• Interests such as food, wine, spa, cycling, hiking, culture, or sports.
• Planned activities and itinerary preferences.
• Emergency contact information when required.
• Any other information with a clear service purpose.

Planning Call

The planning call should reduce anxiety, build excitement, and help us understand the group. It should not feel like a project-management meeting for the guest.

Before the call:

• Review the CRM and guest profiles so we do not ask questions we already know the answer to.
• Resolve obvious internal questions first.
• Prepare a short list of the information or decisions that are actually missing.
• Offer easy scheduling. Guests can use a scheduling link or simply send times that work.
• Use a phone call by default when it keeps the interaction informal and technically simple, unless the guest prefers another format.
• Send useful property information before the call only when it will help. No pre-reading is required.

During the call:

• Introduce yourself naturally.
• Our planning calls usually run 45 to 60 minutes. State that expectation up front and confirm that the timing still works.
• Acknowledge known celebrations or other meaningful context so the guest knows we have been paying attention.
• Ask what the group hopes to get from the week beyond simply having a great vacation.
• Ask how much they already know about the property so we do not repeat information unnecessarily.
• Confirm arrival and departure logistics.
• Discuss meal timing and meaningful food or drink preferences without turning the call into a detailed menu review.
• Confirm dietary restrictions, food allergies, and relevant sensitivities.
• Discuss activities, wellness, and local experiences only to the level needed to make an initial plan.
• Ask about mobility or accessibility needs.
• Invite questions, concerns, and lessons from prior hotel or villa stays that could help us serve the group better.
• Summarize decisions, open items, owners, and timing before ending the call.

After the call:

• Update the CRM (Cortile) immediately.
• Update individual guest profiles with information that is relevant to service.
• Create or revise the draft itinerary and send it for review when appropriate.
• Assign owners and due dates to open guest requests.
• Confirm advance bookings that require action.
• Capture food, allergy, accessibility, activity, wellness, room, transportation, and arrival information to the teams that need it.
• Set the next guest-facing follow-up so the guest does not need wonder what happens next.

Room Assignments

Room assignments and bed configuration should be settled before arrival whenever possible. For families, parents and children should be appropriately close together based on their needs.

Itinerary

We build an itinerary around the group’s priorities rather than trying to fill every day. Guests tend to overschedule before arrival and then, once on property, often want to free up time and cancel activities.

Experiences that require advance booking, deposits, transportation, special clothing, or other preparation are identified early enough to act on them.

Transportation

Self-Driving Guests

Use the Guest Guide - Driving in Italy as the detailed reference.

Before arrival:

• Send precise driving instructions that reduce the chance of GPS directing guests to the wrong road.
• Share the property location as Google and Apple maps link and arrival-day contact information.
• Make parking instructions simple and clear.
• If a guest becomes lost, ask them to share their live location through WhatsApp, guide them, and then review whether the directions need to be improved.

Rental Cars

We aim to maintain preferred relationships with rental-car providers that can make pickup easier for guests.

Private Transfers

Use reliable NCC/private-car partners with vehicles appropriate to the party size. Before the guest begins their journey to Italy, we send detailed meeting instructions with photographs or a map when useful.

Drivers should:

• Be waiting at the agreed meeting point with a clearly printed sign showing the property and guest name.
• Briefly explain what happens next, including luggage collection, the walk to the vehicle, approximate drive time, and an opportunity to use a restroom before departing.
• Offer restroom use before departing.
• Be well dressed, professional, personable, and discreet.
• Handle luggage carefully.

• Offer water and other cold drinks in the vehicle.
• For longer transfers, consider a simple self-service cooler and snacks.
• Ask about temperature, music, quiet, or conversation preferences only when it can be done naturally and acted on. Read the guest’s mood and adjust conversation accordingly.
• Avoid forcing conversation on tired guests.
• Coordinate luggage identification so bags can move directly to the correct rooms on arrival.
• We track meaningful flight or travel changes when practical. The final routing for large transfer vans and other property-specific vehicle flows remains coordinated with Property Operations.

Final Review Before Arrival

About seven days before arrival, we complete a final guest-facing and internal review. The exact timing can move when the booking pattern requires it, but the purpose is to catch gaps while there is still time to solve them.

Guest confirmation:

• Confirm arrival time and transportation method.
• Confirm flights, transfers, drivers, rental cars, or other travel arrangements we are coordinating.
• Confirm the itinerary, activities, and special arrangements.
• Confirm room assignments and bed configuration.
• Confirm critical dietary, allergy, accessibility, and other preferences.
• Share final driving instructions, property map, and arrival-day contact information.
• Make sure guests know what to expect on arrival.
• Confirm anything the guest is still waiting for from us.

Internal team briefing:

• Review names and pronunciations.
• Review group context, where guests are traveling from, special occasions, important preferences, and known concerns.
• Assign an arrival lead.
• Assign responsibility for gate and parking.
• Assign responsibility for luggage.
• Assign responsibility for welcome drinks, towels, and greeting.
• Confirm room readiness ownership.
• Confirm kitchen coordination.
• Assign responsibility for unexpected guest needs.

These are operating responsibilities, not necessarily separate staff positions. One person may cover several depending on group size and staffing.

Guest communication setup:

Create the WhatsApp Business group or other shared channel for information relevant to the entire party.

• Use private messages for individual or sensitive requests.
• Create a separate planning chat with the primary coordinator when the group benefits from it.
• Resend arrival instructions and tell guests who to contact if plans change.
• Avoid unnecessary messages once information has been clearly communicated.

Arrival & Settling In

Two Hours Before Arrival: Room & Property Check

The manager checks each occupied guest room using the Checklist - Guest Prearrival Manager Check.

At minimum confirm:

• Furniture and beds are properly arranged.
• Cabinet and closet doors are positioned correctly.
• Floors and surfaces are clean, including under furniture.
• There is no dust, cobwebbing, hair, or debris.
• Shutters, windows, and drapes are set attractively.
• The bathroom is spotless, including the shower, sink, toilet, and visible drains.
• Room temperature is comfortable and pre-cooled or heated for the weather.
• Welcome notes and gifts are in place when appropriate.
• Requested child, accessibility, or other special amenities are ready.

• Outdoor guest areas and outdoor furniture.
• Walkways.
• Landscaping.
• Standing water or drainage issues.
• Pool and other guest-use areas.
• Signage and the arrival route.
• Anything visible that could weaken the first impression.

Twenty Minutes Before Arrival

• Confirm the gate is open and parking is ready.
• Assemble only the staff needed for the arrival.
• Prepare welcome drinks and hot or cold towels.
• Reconfirm names and pronunciations.
• Review where guests have traveled from and any important context.
• Confirm room assignments and the luggage plan.
• Confirm immediate food, drink, child, or accessibility needs.
• Do not create a formal staff lineup. The welcome should feel natural.

Vehicle Arrival

• One or two vehicles: Guests may drive to the villa entrance, continue around the roundabout, and stop near the entrance before the vehicle is parked.
• Multiple vehicles or caravan arrivals: meet the group at the lower parking area, direct parking, and offer transportation up by golf cart or a short walk.
• Private transfer van: direct access to the villa is preferred when the vehicle size and turning space allow it.

Luggage Identification

Welcome the guest first. Luggage identification should happen around the welcome rather than becoming a procedure the guest has to manage.

As bags are unloaded:

• Have a second team member identify which bags belong to which guest or room.
• Use pre-printed guest-name luggage tags with room numbers once the final tag process is approved.
• Begin moving luggage immediately without disrupting the welcome.
• Whenever possible, send bags directly to the assigned room rather than staging them in a common area.

• Guests who want to go directly to their rooms receive priority, followed by elderly guests and guests with children.
• Luggage should ideally be in rooms by the end of the initial orientation.
• If the main-villa routing is used, the working sequence is Casina, Villa top floor to ground floor, then Church.
• If guests skip orientation and go directly to their rooms, shift available staff immediately to luggage delivery.
• Place up to two bags on luggage racks when practical. Additional luggage stays closed in an accessible but unobtrusive location.
• If room assignments are unexpectedly unresolved, stage luggage neatly, finalize assignments quickly, then move all bags as soon as assignments are confirmed.

The exact staffing for luggage delivery changes with group size. During a rush delivery, all available hands assist. For Casina arrivals, two team members can handle luggage while one also escorts guests. If room assignments are unexpectedly unresolved, our working allocation is one person to Casina, two to the Villa, and one to the Church before assisting the Villa.

Welcome Experience

First Greeting

The guest should feel that the team was expecting them personally, not simply waiting for the next booking to arrive.

• Greet guests personally by name.
• Be warm and professional, following the natural etiquette of welcoming someone into a home.
• Offer help with coats and personal items when relevant.
• Avoid a formal staff lineup.
• Read the group’s energy immediately and adjust the pace.
• When a private driver is used, ask the driver to alert the manager to obvious factors such as a very tired or energized group.

Read the Guest Before Proceeding

Quickly and naturally assess:

• Are they exhausted?
• Are they hungry?
• Would they like water, a drink, or coffee?
• Do they want to sit down?
• Do they want to go directly to the room?
• Are children restless and ready to move?
• Are they energized and interested in seeing the property?
• Offer only the few choices that make sense. Most of this should already have been anticipated through pre-arrival planning.

Il Rinfresco

We invite arriving guests to a simple welcome refreshment so they can settle while luggage begins moving.

• In very hot weather, currently around 35C or above, drinks are staged indoors at the bar and dining area.
• In cooler weather, the patio is the preferred location when conditions are comfortable.
• Offer water, a seasonal or local welcome drink with alcoholic and non-alcoholic options, and a simple refreshment platter.
• Use cold towels in warm weather and warm towels in cold weather when appropriate.
• This should not become a long welcome ritual. After the greeting, offer the short orientation or the option to go directly to the room.

Orientation & Room Escort

Use the Checklist - Guest Introduction to Property as the operating reference.

Do not force a full tour. Our normal orientation is roughly five to ten minutes, and we shorten, postpone, divide, or expand it based on the guest’s energy, arrival time, and interest. A tired guest may need only the essentials and a room escort.

On the room escort, point out only information that is useful or not obvious:

• Wi-Fi and where to find the guest guide.  WiFi is available throughout the property and no password is required.
• How to contact the team.
• Heating and air-conditioning controls.
• The in-room guide covers routine information so the host does not need to recite it:
• Breakfast and meal schedule.

• Activity and massage scheduling.
• Important safety information.
• Property map and directions.
• End with a clear next step, such as when the next meal is being served, what activity is scheduled, or what equipment will be needed or provided.

Use known interests naturally. If a guest is an avid cyclist, for example, the host can explain when and how a bicycle can be set up without turning the moment into a scripted personalization exercise.

Families with Children

We prepare to make arrival easier for both parents and children.

• Have requested cribs, high chairs, bottle warmers, toys, or other child equipment ready in advance.
• Offer a simple activity such as lawn games or cards when useful.
• Offer an immediate child-friendly snack.
• If children are exhausted, prioritize getting the family to its rooms rather than completing orientation.
• Anticipate obvious needs rather than waiting for a parent to ask.

Guest Information & Wayfinding

Guests should be able to find routine information without needing to ask a staff member every time.

• Use attractive, consistent directional signage so guests can navigate the property.
• Display the local weather forecast in a useful, property-appropriate way.
• Provide a well-designed property map in each guest room and additional copies in a central location. The map should show the main buildings, pool and wellness areas, gardens and groves, walking and activity trails, intended trail uses when relevant, and important orientation points.
• Display the daily schedule clearly in a central location using a format that fits the property. A weekly view may also be useful alongside the personalized digital itinerary.
• Long-range walkie-talkies or GPS devices may be considered for guests exploring the estate when there is a clear use case.

During the Stay

Guest Communication

Guests should have one obvious way to reach us. We use WhatsApp Business through a shared host-team inbox. Information relevant to the entire party goes to the group conversation, while individual requests or sensitive matters stay private.

Broadcast messages should be limited to information that is genuinely useful. New preferences, commitments, and important information learned during the stay are recorded in the guest profile so the team can act consistently.

The relationship should not reset after arrival. Sales promises and pre-arrival decisions remain visible to the people serving the guests.

Post-Arrival Internal Follow-Up

Once the group is settled, complete a short internal review:

• Confirm every bag reached the correct room.
• Confirm all guests have arrived or identify any late arrivals.
• Update guest profiles with useful preferences or information learned during arrival.
• Confirm the kitchen has current allergy and dietary information.
• Confirm housekeeping has final room occupancy information.
• Record any maintenance issue that appeared during arrival.
• Resolve urgent needs immediately.
• Review the next day’s plans and identify opportunities to personalize service.

Arrival Exceptions

The principle is the same across exceptions: stay calm, tell the truth, reduce friction, solve the immediate need, and keep internal stress out of the guest experience.

Early arrival:

• If the group is close and the property is not fully ready, tell them they are welcome to come and relax by the pool while we finish preparing.
• Offer lunch or a nearby activity only when it is genuinely more convenient for them.
• Prepare a comfortable shaded area by the pool or indoor area with refreshments if final housekeeping is underway.
• Store luggage securely and deliver it as rooms become ready.
• Coordinate the team to finish without making the arrival feel chaotic.

Late-night arrival after delays:

• Keep the arrival route and necessary areas well lit.
• Make sure rooms are at a comfortable temperature.
• Use a minimal welcome and postpone non-essential orientation.
• Have light food and drinks available when appropriate.
• Take guests directly to their rooms if that is what they need.
• Complete required registration the next morning.
• Offer the full orientation the following day.

Guest cannot find the property:

• Ask them to share their live location through WhatsApp.
• Guide them step by step, staying on the phone if possible or via message.
• Have a staff member meet them in a car and guide them in if needed.
• Update the driving instructions afterward if they failed.

Room or villa not ready:

• Welcome guests normally and keep internal stress out of their experience.
• Offer a comfortable area, drinks, and food when appropriate.
• Be transparent but brief about the remaining preparation.
• Offer a natural diversion, such as the pool or a walk, only if the guest is interested.
• Deliver luggage immediately when the room is ready.
• If the delay materially affected the experience, use an appropriate recovery gesture within authority. Examples from our planning have included covering a scheduled wine tasting or offering a bottle of non-house wine.
• Review internally why the room was not ready and fix the process.

Technical problem discovered at arrival:

• Acknowledge the issue immediately.
• Contact maintenance or the responsible team member.
• Provide a temporary solution when possible.
• If the issue remains unresolved, update the guest approximately every 15 to 20 minutes rather than leaving them to ask.
• Move the guest to another room when that is clearly the better solution and one is available.
• Consider an appropriate courtesy amenity after a meaningful disruption is resolved.

Guest is irritated or stressed:

• Keep the team’s tone calm and understated.
• Offer a seat and drink when appropriate.
• Reduce the arrival process to the minimum necessary.
• Avoid asking a series of questions.
• Give the guest space and privacy.
• Move detailed orientation to a later time.

Bad-weather arrival:

• Meet guests with umbrellas.
• Move the welcome indoors.
• Have towels ready for wet shoes or clothing.
• Protect luggage from rain and move it quickly.
• Adjust parking and walking routes for safety.

Family with young children arrives tired or hungry:

• Shorten the welcome to essential information.
• Prioritize getting the family comfortable.
• Make sure requested child equipment is already installed.
• Offer a simple child-friendly snack.
• Consider taking children to their rooms first if that helps the parents settle.
• Complete the rest of the orientation later.

Departure & Post-Stay

Departure should feel like the end of a hosted stay, not a checkout transaction.

Well before the final rush:

• Confirm departure time, transportation, luggage needs, and any onward travel we are coordinating.
• Ask the primary guest for a moment together over coffee or a drink where you can collect feedback.  This personal 1:1 setting enables you to ask open ended questions and learn more than you would from a survey. It also gives you an opportunity, should something have gone wrong, to probe and address any unresolved concerns before they turn into a negative online review.
• Resolve charges or administrative items without surprise.
• Coordinate luggage and vehicle staging so the guest is not managing the process.
• Have water and simple snacks available for the onward journey when appropriate.
• Retrieve and stage a guest vehicle when applicable, with the cabin cooled or heated for the weather.
• Use a personal goodbye. A note, small gift, or other farewell gesture should be specific to the guest when used rather than generic.

Post-Stay

• Send a personal thank-you while the stay is still fresh.
• Update the CRM before useful details are forgotten, including meaningful preferences, special occasions, service issues, feedback, and future opportunities.
• Debrief significant feedback and recurring friction internally.
• Make it easy to leave a review when appropriate without pressuring the guest.
• Respond to reviews in a human voice. Never use a canned “Thank you for your suggestion” response.
• Ask for referrals only when the relationship makes the request natural.
• Recognize repeat guests and use prior knowledge to make the next stay easier and more personal.
• Respect marketing consent and communication preferences. A past booking is not permission for unlimited promotional contact.
• Track repeat and referral sources so we understand the long-term value of strong guest relationships.

Quality Control & Training

Core Metrics

We use a small set of measures to understand whether the guest journey is actually working:

• Inquiry response time and percentage answered within the property standard.
• Qualified inquiry conversion through consultation, proposal, hold, and booking.
• Proposal turnaround time.
• Realized rate, discount frequency, cancellation rate, and lost reasons.
• Booking mix and net contribution by direct, paid, listing, partner, referral, and repeat channels.
• CRM completeness, missing next actions, duplicate records, and pre-arrival information completeness.
• Arrival-readiness exceptions and instances where guests had to repeat information because of an internal handoff.
• Review volume, rating, and recurring sentiment.
• Repeat-guest and referral-booking share.

Sales Pipeline Review

Review the active sales pipeline at least weekly during selling periods.

• Review response time, conversion, lost reasons, channel mix, realized rate, and significant discounting regularly so changes are based on evidence rather than anecdotes.
• Audit the website and major listings at least quarterly and whenever pricing, photography, policies, inclusions, or the product changes.
• Debrief meaningful arrival or guest-journey failures while details are fresh.
• Maintain clear version control for pricing, proposals, policies, inclusions, and other guest-facing collateral.

Training

Anyone handling prospective or confirmed guests should understand:

• Our positioning, target guest, rooms, inclusions, exclusions, and common questions.
• Inquiry and written-communication standards.
• Consultative sales and fit-based qualification.
• Pricing, proposal, hold, discount, payment, cancellation, and exception authority.
• CRM use, handoffs, data quality, and privacy.
• Pre-arrival planning and the planning-call approach.
• Transportation and arrival coordination.
• Natural arrival hosting and how to read guest energy.
• Post-stay review, referral, and repeat-guest practices.

Scenario practice should cover:

• A prospect who asks only for pricing.
• A budget that is close but does not quite fit.
• A budget that is fundamentally incompatible with the property.  We share our list of suggested lower priced villas in the area.
• Unavailable dates.
• An accessibility or dietary requirement that may affect fit.
• A guest who has not responded to follow-up.
• A last-minute change to arrival plans.
• An early-arriving family with tired children.
• A guest who cannot find the property.
• A room-readiness or technical problem at arrival.
• A mixed or negative review.

Supporting References

The supporting tabs in this document are working examples that can be adapted:

• Guest Inquiry Response Flow.
• Rate Sheet.
• What Is Included.
• Pre-Arrival Call.
• Pre-Arrival Questionnaire.
• Action Items.

Out of Scope

This playbook owns the guest-facing relationship and coordination. Detailed operating standards belong in the playbooks that own them. The following source material is retained here so it is not lost during that transfer.

Safety, Security & Compliance

The August 30 source version recorded the following Italian guest-registration workflow. It should be verified against current requirements before operational use:

Collect required registration information securely before arrival when possible, including name, gender, date and place of birth, citizenship, arrival date, length of stay, guest type, document type and number, and place or country of issue.

• Confirm the required information has been received for all guests before arrival.
• The source states that guest information is submitted through Alloggiati Web within 24 hours of arrival.
• The source states that pre-arrival data collection does not replace an in-person identity check. Staff briefly inspect the guest’s original valid passport or ID and return it.
• Do not photograph identity documents with personal phones or routinely retain copies.
• The source states that the Alloggiati Web transmission receipt is retained for five years.
• Finance & Administration

The August 30 source version also recorded this Monticiano tourist-tax process. Because municipal rules can change, it should be verified before operational use:

The source rate was €1.50 per person per day for a maximum of five consecutive days.

• The source listed exemptions including children under 12, Monticiano residents, staff working at the accommodation, bus drivers and tour guides, guests with a disability of 80 percent or more, and one accompanying person for such a guest.
• The source states that stays and overnight counts are entered into RICESTAT, the tax is reported and paid every three months by bank transfer to the Municipality, and the CRO or payment reference is then entered into RICESTAT to record the payment.
• Technology

Network architecture, staff and device SSIDs, network security, printer and scanner configuration, and technical administration of WhatsApp and other guest-facing systems belong in the technology standards. Guest Journey owns only the guest-facing outcome: easy access, clear instructions, and a reliable way to reach the team.

Housekeeping & Property Operations

Detailed housekeeping procedures, room-cleaning standards, linen and towel cadence, grounds maintenance, gate mechanics, parking geometry, signage installation, and maintenance relationships belong in those playbooks. Guest Journey retains the cross-team arrival checks and guest-facing flow because those are part of the arrival experience.

Food & Beverage, Activities, Wellness & Children

The guest journey gathers preferences, coordinates bookings, and sets expectations. Detailed menus, bar standards, activity design, wellness operations, child-equipment standards, staffing, equipment, and safety live in the playbooks or optional modules that operate those products.

Team & Management

Staffing models, shift design, scheduling, employment rules, and labor coverage belong in Team & Management. Guest Journey defines the roles and outcomes needed at each point in the guest relationship.

Guest Inquiry Phone Call

Borgo Santolina Reservations Phone Response

When people ring the reservation line, this is our first and best chance to get them excited about our property, and the best way to capture their attention and put us at the front of their list for their perfect Tuscan vacation.

This comes in the form of a 25–30 minute discovery conversation. The prospect should leave feeling understood, confident in our team, and able to picture their group staying at Borgo Santolina.

The key boundary: collect anything that affects their decision to book, your ability to host, or the price. Save execution details for pre-arrival.

A useful luxury travel reference is understanding why someone is traveling and how they want to feel. That’s a strong starting point for your conversation.

Here’s a suggested script. Treat the questions as prompts, skipping anything the guest has already answered.

Initial exploratory call · Private hotel stay

1. Welcome and set expectations · 2 minutes

“Thank you for considering us. I’d love to hear what you’re imagining, learn a little about your group, and help you decide whether we’re the right fit. We can also cover availability, pricing, and how planning works. We’ll have plenty of time for the finer details later.”

“What first caught your attention about staying with us?”

2. Understand the reason for the trip · 5 minutes

“Tell me a little about what’s bringing everyone together.”

“When you imagine a wonderful week here, what would make it feel special?”

Choose one follow-up if useful:

• “What are the two or three things that matter most to you?”
• “Is there a previous stay you loved—and something you’d like us to recreate or do differently?”
• “As the person organizing this, what would you most like us to take off your plate?”

3. Establish practical fit · 4 minutes

“What dates and length of stay are you considering? Is there any flexibility?”

“Roughly how many adults and children would be joining you, and how many bedrooms do you anticipate needing?”

“Are there any essential requirements we should check before recommending the stay—for example, accessibility, accommodating an event, or a particular experience the trip depends on?”

Capture only enough detail to confirm feasibility. Flag anything that needs internal verification.

4. Confirm the price range · 3 minutes

“Our hotel is reserved exclusively for one group at a time. A week is approximately [price suited to their group including base rate and board options, and what that works out to nightly per 2 people sharing a room]. [Explain significant additional experience costs clearly.] For your dates, we would confirm the exact amount in writing.”

“Is that in line with what you had in mind?”

If relevant:

“Is there an overall amount you’d like us to plan within, including additional experiences?”

5. Explore their style and bring the stay to life · 6 minutes

“How do you imagine balancing time together at the hotel with exploring?”

“We recommend a week with thoughtfully arranged highlights with plenty of open time, but we also can help plan a more active week. What is your group’s style?”

“Are there one or two experiences you already have in mind?”

Reflect their priorities, then offer one or two relevant examples:

“From what you’ve shared, the priorities are [priority], [priority], and making the week easy for [organizer/group]. I can imagine [specific, feasible example] working particularly well for you.”

“Does that feel like the direction you had in mind?”

Explain briefly how bespoke planning works: when it begins, who leads it, and how much involvement guests can choose.

6. Understand the decision · 3 minutes

“Who else would you like involved in reviewing the stay?”

“Is there anything you’re still weighing up that we can help clarify?”

“When would you ideally like to have your plans settled?”

7. Recap and agree on the next step · 3 minutes

“So to summarize what we have discussed: you’re considering [dates] for approximately [group size], and the most important things are [top priorities]. We still need to confirm [open questions]. Have I missed anything?”

If they need a proposal:

“I’ll send you a focused proposal by [agreed time], covering availability, the stay, a few experience ideas, the full pricing breakdown, and booking terms. Would [specific day/time] work for a brief conversation once you’ve reviewed it?”

If they’re early in their planning:

“What would be most useful for you at this stage?”

If they’re ready:

“Would you like me to prepare the booking agreement for your preferred dates?”

Before ending, confirm the best contact details and preferred follow-up channel.

For your team, use this distinction to keep the call from becoming a pre-arrival interview:

If they begin sharing detailed preferences, acknowledge and record them without opening another round of questions:

“That’s helpful—I’ll note it so we can discuss it in the pre-arrival call. For today, is any part of that essential to your decision to book?”

The strongest conversion moment is the personalized recap. Connect their priorities to two or three specific things you can deliver, resolve the remaining uncertainty, and agree on a dated next step. Your follow-up proposal should carry forward that same understanding, with clear inclusions and terms, so they don’t have to repeat themselves.

Guest Inquiry Email

Guest Inquiry Response Flow

This is a working reference for handling new inquiries consistently. It supports the main Guest Journey, Sales & Marketing Playbook. It is not a script. Use the objective, facts, and tone, then write or speak naturally for the guest in front of you.

Purpose

Move a qualified prospect from first contact to a clear next step while making Borgo Santolina feel responsive, personal, trustworthy, and easy to deal with.

First Response

Objectives

• Acknowledge the inquiry quickly.
• Confirm whether the requested dates appear available or explain what needs to be checked.
• Answer direct questions directly.
• Give enough context for the guest to understand the property without sending an information dump.
• Identify the most useful next step, usually a short conversation or a proposal.
• Set an expectation for when the guest will hear from us again.

If Photos or More Property Information Are Requested

Use current approved photography and collateral. Do not send outdated renderings or describe unfinished work as current unless that context is still accurate.

Sample approach:

Buongiorno [Name],

Thank you for your interest in Borgo Santolina. I have checked your requested dates and [they are currently available / I am confirming availability and will get back to you by ___].

I have attached [or linked] the most useful current information and photographs. Borgo Santolina is an exclusive-use, fully hosted estate, so the right setup depends a little on your group and what you want from the week.

If it is helpful, I would be glad to have a short call to hear what you are planning, answer questions, and make sure the property is the right fit. You can send a few times that work for you, or use [scheduling option] if easier.

Cordiali saluti,

[Name]

When Borgo Santolina Is Not the Right Fit

• Decline warmly and clearly. Do not keep selling after the mismatch is obvious.
• When useful, suggest a genuinely better-fitting alternative or provide useful local information.
• Do not offer gifts, tastings, or other gestures automatically. Use judgment and approved authority.

Sample approach:

Buongiorno [Name],

Thank you for the additional context. Based on what you are looking for, I do not think Borgo Santolina is the best fit for this trip.

If helpful, I would be glad to point you toward [alternative or type of property] that may align better with what you need.

I hope you have a wonderful time in Tuscany.

Cordiali saluti,

[Name]

Consultation Call

Principle

The objective is to determine fit and understand what would make the trip successful, not to increase emotional commitment before revealing price.

• Listen more than you talk.
• Ask what the group wants from the trip and what has made prior trips especially good or frustrating.
• Learn the few priorities that will determine fit, such as privacy, service level, food, activities, pace, children, accessibility, and budget.
• Explain only the parts of Borgo Santolina that are relevant to those priorities.
• Use specific examples and sensory detail when useful, but stay accurate.
• Answer pricing questions directly.
• Once there is enough context to frame the stay correctly, share the expected price range and ask whether it aligns with what the guest had in mind.

If the Budget Aligns

• Confirm the next step and timing.
• Send a proposal or booking summary promptly.
• Record the conversation and next action in the CRM.

If the Budget Is Close

• Use approved levers before discounting, such as shoulder season, date flexibility, room configuration, or package structure.
• Do not improvise discounts outside authority.

If the Budget Is Fundamentally Different

• Explain the mismatch respectfully and stop trying to convert the lead.
• Offer a useful alternative when one is known.

Rate Objections

• Treat the objection as information rather than resistance to overcome.
• Useful question: What would need to be different for this to feel like the right value for your group?
• Clarify whether the issue is total budget, inclusions, comparison with another property, uncertainty about the experience, or something else.
• Do not argue with the guest's budget or imply that they should spend more than they are comfortable spending.

Next-Step Standard

Every sales interaction should end with one of four clear states:

• Qualified and moving to proposal or hold.
• Qualified but waiting on a defined guest decision or dependency.
• Not currently qualified, with a specific follow-up point if appropriate.
• Closed or declined, with the reason recorded in the CRM.

Recommendations

When we are not the right fit, recommend one of our partners.

https://www.villapodernovo.it

http://pometti.it

Rate Sheet

Rate Sheet

This tab preserves a static Borgo Santolina pricing snapshot from the source document. It is a reference only. The current approved live rate source controls every quote, proposal, website rate, and booking. Verify rates, taxes, required packages, and inclusions before guest use.

Pricing Sheet

Rental Rates (includes VAT)

Rate calculator

Food & Beverage (includes VAT)

Mandatory Half Board: €120/pp/day

Option Full Board: €145/pp/day

Half Board:

• Breakfast, dinner, aperitivo, dinner with dessert, house wine, beer, non-alcoholic beverages, self-serve snack bar (available 24/7, stocked throughout the day and then nightly at 11pm).
• Basic bar with ability to make simple cocktails such as margaritas, negronis, manhattans, etc.
• Flexibility to exchange dinner and lunch.

Full Board:

• Half board with the addition of lunch.
• Basic bar with ability to make simple cocktails such as margaritas, negronis, manhattans, etc.

Weddings/Events

Weekly rentals are handled at the regular base rate + event fee for the day of the event. Event fee is based on amount of people noted below.

2-4 Days Full Buyout (25+ people): 

• €68,000 + event fee

Event Fee:

• Up to 30 people: €7,500
• 30-50 people: €9,500

What is Included

What Is Included

This tab is a property-specific sales reference, not the operating standard for the underlying departments. Verify every inclusion, room feature, staffing description, service cadence, add-on, and price against current approved guest-facing collateral before use. Detailed operational standards belong in the playbooks that own them.

Brief

• The entire property for guest use

• Villa
• Taverna
• Casina
• Patio and Domus
• Pizza Oven/Bocce Court
• Farm
• All pools/gym
• Sauna/pool room
• Orchard and pond
• Hiking trails

• A concierge, chef, and daily housekeeping with towel refresh and linens changed midweek (1 turn per week)
• Food and alcoholic/non-alcoholic beverages (after negotiating board package)
• Farm activities
• Farm-to-table ingredients used in meals
• Itinerary planning and highly curated local offerings
• All VAT and resort fees
• Gratuity

Accomodation

All guest rooms have a private ensuite bathroom and is thoughtfully appointed with modern comforts and timeless materials. Across three nearby buildings, our rooms offer privacy while keeping your group connected.

• Luxury furniture (new custom and vintage)
• Dimmable lighting
• European King bed (200cm x 200cm) with quality mattresses and ultrasoft linens (Each room can also be configured as twin beds (100cm x 200cm)
• A selection of pillow types
• Heating and cooling
• WiFi
• Steamer
• Luggage stand
• Closet or armoire
• Full-length mirror
• Smoke detector
• Windows that open with screens
• Blackout shutters

Each ensuite bathroom features:

• Luxury finishes
• Spacious countertops for your toiletries
• Robes and slippers
• BaByliss hairdryer
• Lorenzo Viloresi hand soap, shampoo, conditioner, lotion
• Rohl shower and body sprayer with glass surround
• Standard toiletries (sewing kit, face wipes, toothpaste)
• Solid wood doors - we believe what happens in the bathroom should be private

Staff & Services

Our team is here to deliver an exceptional experience. We look forward to getting to know you and your group and creating lasting memories.

Your group will have access 24x7 to our English-speaking concierge via WhatsApp.

Borgo Manager - Our manager, Anna Cambria, is available throughout the day and her office is located within the Villa.

Chef - Our chef is the culinary heart of your stay, preparing classic Tuscan dishes that would make any farm proud.

Housekeeping - Our two housekeepers look after the cleanliness of the borgo. We will discuss during our planning call what schedule you prefer for cleaning. Linens are changed every third day. We replace towels that are placed on the floor. Fresh linens and towels are always available at the front desk or can be delivered by request via WhatsApp.

Groundskeepers - Our two groundskeepers will be tending to the grounds during your stay. While there will be some noise, our team is equipped with electric blowers and other electric yard tools. We respect our quiet hours and ensure that we keep work noise to a minimum during your stay.

Available at additional cost

• Additional serving staff for larger events, parties - €25 per hour
• Bartender - €25 per hour
• Private driver - depends on the vehicle and duration but budget about €800 per day for a luxury sprinter van.

Pre-Arrival Call

Guest Pre-Arrival Planning Call

Goal

Capture the information that will materially improve the stay while reducing guest anxiety and building excitement. The call should feel like planning with a capable host, not completing a preference questionnaire.

Principles

• Review what we already know before asking anything.
• No required homework. Guests may provide basics asynchronously if convenient, but the call can cover what is missing.
• Ask only questions we expect to use.
• Adapt the depth of the call to the guest. Some guests want details; others want the team to take the lead.
• Do not repeat information the guest has already provided.
• End with clear decisions, open items, next steps, and timing.

Pre-Call Planning

• Review the group and individual guest records in the CRM.
• Create or deduplicate missing guest records before the call.
• Review the booking, dates, room configuration, known travel plans, celebrations, interests, and prior communications.
• Prepare a short list of missing information and decisions. Do not use a generic checklist when most of the answers are already known.
• Send a simple explanation of the purpose of the call and offer easy scheduling.
• Allow the guest to send a few available times if they prefer that to a scheduling link.
• Use phone by default when it keeps the interaction informal and simple, unless the guest prefers video or another format.
• Send useful property information before the call only when it will help the guest. No pre-reading is required.

Call Opening

• Introduce yourself naturally.
• Acknowledge a known celebration, family event, or other meaningful context so the guest knows the team has been paying attention.
• Our planning calls usually run 45 to 60 minutes. State that expectation up front and confirm the guest still has the time.
• Ask what the group hopes to get from the week beyond simply having a great vacation.
• Ask how much the guest already knows about the property so you do not repeat information unnecessarily.

Arrival & Departure Logistics

• Confirm arrival and departure dates and approximate timing.
• Confirm airport, station, rental car, private transfer, or self-driving plans.
• Confirm any transportation the property is arranging.
• Ask about conversation, quiet, temperature, or music preferences for a private transfer only when it is useful and can be acted on naturally.
• Confirm early-arrival or late-arrival expectations when relevant.

Room Assignments & Group Setup

• Confirm room assignments and bed configuration when still unresolved.
• Confirm family-proximity, child, mobility, or accessibility needs that affect room placement.
• Confirm any guest names, preferred form of address, or pronunciation questions that remain unclear.

Food & Beverage Preferences

• Confirm dietary restrictions, food allergies, sensitivities, and other safety-critical information first.
• Ask about meaningful food and drink preferences that will help the team personalize service.
• Ask about morning beverage preferences when useful.
• Discuss approximate meal timing only enough to build an initial plan. Explain that the schedule can be adjusted during the stay.
• Do not turn the call into a detailed menu review unless the guest wants that level of planning.

Activities & Local Experiences

• Ask what the group is most interested in, such as culture, food, wine, hiking, cycling, wellness, time with children, or simply unstructured time.
• Identify experiences that require advance booking or have limited availability.
• Avoid filling the itinerary simply because activities are available.
• Leave meaningful unscheduled time.
• Use the Activities & Experiences module for detailed product standards.

Wellness

• Ask whether the guest wants help arranging massages, wellness treatments, yoga, fitness, or other services.
• Only discuss detailed options, availability, pricing, and cancellation rules when current information is available.

Accessibility, Allergies & Sensitivities

• Confirm mobility and accessibility considerations.
• Confirm food allergies and relevant environmental sensitivities, including plants, fragrances, or cleaning products when applicable.
• Ask follow-up questions only when needed to serve the guest safely and accurately.

Special Occasions & Personalization

• Confirm known birthdays, anniversaries, reunions, or other important events.
• Ask whether there is anything the group particularly wants to celebrate or avoid making a production of.
• Capture interests and preferences that can create natural moments of personalization.
• Do not promise a specific surprise or amenity unless it has been approved and can be delivered.

Questions, Concerns & Prior Experiences

• Ask what questions or concerns the guest still has.
• Ask whether anything from prior hotel or villa stays has particularly impressed or frustrated them when that conversation feels useful.
• Ask whether there is anything the team should know to make the stay easier or more comfortable.
• Do not promise perfection. Promise attention, preparation, and follow-through.

Wrap-Up

• Summarize the major decisions and preferences.
• Identify anything still pending and who owns it.
• Tell the guest when to expect the itinerary draft, final logistics confirmation, or other next communication.
• Ask whether the guest prefers updates by email, WhatsApp, or another approved channel.
• Thank the guest and end on time unless they want to continue.

Post-Call Tasks

• Update the CRM immediately with decisions, useful preferences, and open items.
• Update individual guest profiles only with information that is relevant to service.
• Create or revise the draft itinerary and send it to the primary guest for review when appropriate.
• Assign owners and due dates to open guest requests.
• Confirm any bookings that require advance action.
• Route food, allergy, accessibility, activity, wellness, room, transportation, and arrival information to the teams that need it.
• Order or prepare approved arrival gifts only when part of the property-specific plan.
• Set the next guest-facing follow-up so the guest does not need to chase us.

Pre-Arrival Questionnaire

Pre-Arrival Questionnaire

Use this only for information that is still missing and that the team will actually use. Guests should not be required to complete a long preference sheet before a vacation. Information already in the CRM should be prefilled or omitted.

Group & Contact Information

• Names of guests and preferred form of address.
• Ages of children when relevant to room setup, activities, or meals.
• Best mobile number for arrival-day and onsite communication.

Travel & Arrival

• Expected arrival and departure timing.
• Transportation method and flight or train details when relevant.
• Whether the property is arranging transfers or other transportation.

Room Setup

• Room assignments if the group has preferences.
• King versus twin-bed requirements.
• Family proximity, mobility, accessibility, crib, or child-equipment needs.

Food & Beverage

• Dietary restrictions and food allergies.
• Non-drinkers or guests who prefer non-alcoholic options.
• Meaningful food or drink preferences the team can actually use.
• Morning beverage preferences when useful.

Activities & Wellness

• Interests the group would most like to prioritize.
• Activities or experiences that are definitely not of interest.
• Interest in spa treatments, yoga, fitness, or other wellness services.
• Preferred balance between scheduled activities and unstructured time.

Allergies, Sensitivities & Accessibility

• Food allergies.
• Plant or environmental allergies.
• Sensitivities to fragrances, flowers, or cleaning products.
• Mobility or accessibility considerations.
• Any other information needed to serve the guest safely.

Special Occasions

• Birthdays, anniversaries, reunions, or other events the group would like us to know about.
• Whether the guest wants the occasion recognized quietly or celebrated more visibly.

Communication Preferences

• Preferred guest-facing channel before arrival and during the stay.
• Any preference for quiet versus conversation during a private transfer when relevant.

Anything Else

• Is there anything that has especially impressed or frustrated you during prior hotel or villa stays that would help us serve your group better?
• Is there anything else you would like us to know before you arrive?

Action Items

Open Decisions & Implementation Items

This tab is the decision register for items that still need to be resolved for the Guest Journey, Sales & Marketing Playbook. The list includes items recovered from the August 30 version history as well as decisions added during the playbook rewrite. Detailed task execution should remain in Asana or the relevant operating system.

Commercial & Sales

Confirm the live approved rate source and its owner.

• Confirm proposal format and required inclusions, exclusions, taxes, fees, and commercial disclosures.
• Confirm rate, discount, upgrade, complimentary, and exception authority by role.
• Confirm hold rules, deposit schedule, payment methods, cancellation policy, refund authority, and booking-confirmation conditions.
• Confirm the inquiry response-time standard and staffed hours.
• Confirm pipeline stages, follow-up cadence, and lost-reason definitions.
• Confirm how channel source, qualified inquiries, conversion, booking value, and commission-adjusted contribution will be measured.
• Resolve the temporary booking and payment policy needed before all licensing is complete.
• Marketing & Distribution

Confirm target guest segments and positioning statement.

• Confirm the initial channel mix and the role of direct, paid, organic, listing-site, partner, referral, and repeat demand.
• Confirm priority listing sites and partner commission rules.
• Confirm the owner and review cadence for website, listing, photography, inclusion, and policy accuracy.
• Confirm the small group of trusted Italian travel specialists we will use for pre-stay and post-stay planning.
• Guest Data & Compliance

Finalize the secure system for collecting pre-arrival guest and passport information.

• Confirm the exact Italian police-registration and identity-verification workflow and move the governing procedure to Safety, Security & Compliance.
• Confirm the boundary between guest-experience data in the CRM/Cortile guest profile and legally required identity information.
• Pre-Arrival Planning

Confirm the pre-arrival communication cadence and when the planning call occurs.

• Confirm the standard planning-call length and whether phone remains the default format.
• Confirm room-assignment ownership and the deadline for final room and bed configuration.
• Confirm the itinerary-draft process and who owns advance activity bookings.
• Transportation & Arrival

Finalize the parking plan for one or two cars, multiple cars, and private transfer vans.

• Decide whether villa-level parking should be expanded, including possible changes near the bocce area.
• Confirm preferred rental-car relationships and whether airport pickup can be expedited.
• Create and maintain detailed Hertz Florence Airport pickup instructions, including the location that can be reached without taking a shuttle.
• Confirm what can be offered when curbside rental-car delivery is unavailable.
• Confirm preferred NCC/private-transfer partners and service standards.
• Create detailed airport pickup instructions with photographs and a map.
• Confirm whether large transfer vans should drive directly to the villa or use the lower parking area.
• Finalize the design and operating process for branded luggage tags.
• Confirm whether transportation partners can help deliver luggage to rooms as part of the rate.
• Finalize the welcome-gift program and ensure gifts can be stocked on site in advance.
• Confirm the early-arrival and late-arrival approach.
• Confirm the final arrival-day guest contact method.
• Confirm the operating process for reliably opening the gate before expected arrivals.
• Guest Information & On-Property Communication

Confirm the guest Wi-Fi architecture and whether to use QR-code connection.

• Finalize the property signage system.
• Finalize the weather-display format.
• Finalize the printed property map and decide whether long-range walkie-talkies or GPS devices add real guest value.
• Decide whether to display both daily and weekly schedules on property.
• Confirm the group and private messaging setup in WhatsApp Business.
• During Stay & Post-Stay

Confirm the process for updating guest profiles with useful preferences learned during the stay.

• Confirm review-request timing and review-response ownership.
• Confirm the referral approach and repeat-guest follow-up.
• Confirm marketing-consent and post-stay communication rules.
• Reliability & Guest Friction

Decide whether a separate Guest Frustration Mitigation Playbook is still useful now that the principal arrival scenarios are included in the Overview.

• Confirm maintenance relationships and escalation contacts for guest-impacting failures.
• Supporting References
• RM - I think it’s us

Replace static rates in the Rate Sheet tab with a live reference when the approved rate system is finalized.

• Review the What Is Included tab against current guest-facing collateral and remove outdated product, staffing, cadence, and price claims.
• Keep inquiry templates, the pre-arrival call, and the questionnaire as working examples rather than scripts.
• Review all linked guides, checklists, and Asana tasks recovered from the August 30 version and either keep them current or deliberately retire them.

Items to be created:

Floor plan of all the rooms