CDP — Guest Data Platform

Guest 360 — CDP

Sarah Mitchell

Member since 2019 · 12 stays · Dublin, IE

Platinum

12

Stays

€8.4k

Lifetime value

4

Properties

4.8

Avg review

Recent stays

Barcelona · Boutique Collection

Mar 2026 · 4 nights

€1,240

Direct

Lisbon · Grand Hotel

Nov 2025 · 3 nights

€890

Booking.com

Palma · Boutique Collection

Jul 2025 · 7 nights

€2,100

Direct

Preferences & signals

Sea view Breakfast included Late check-out Spa access Double bed

Data sources

Oracle OPERA

Loyalty

Booking.com

CXP Reviews

Next visit predicted

June 2026 · Barcelona · Direct booking

Segment Builder — CDP

High-value OTA guests — re-engagement 1,847 match

Conditions — all must match

Loyalty tier is Gold or Platinum 2,914 guests

AND

Last stay within the last 12 months 2,103 guests

AND

Channel booked via OTA (not direct) 1,847 guests

SM

JK

LM

+ 1,844 more guests matched

Activate to

Email Google Ads Direct engine

Direct Booking Performance — CDP

Direct Booking Performance Oct 2025 – Mar 2026

Direct booking share — monthly trend

24%

Oct

26%

Nov

29%

Dec

31%

Jan

35%

Feb

38%

Mar

Direct share

38%

Up from 24% six months ago

OTA commission saved

€142k

This quarter · 12 properties

Returning guests

61%

Booked direct on return

Direct booking value

+18%

vs OTA bookings

Active: Q2 Loyalty Re-engagement · 1,847 guests · Email + Google Ads +14% CTR

Predictive Intelligence — CDP

Predictive Guest Intelligence 47 in window

23

Return signals

8

Churn risks

16

Upsell ready

James K. · Gold member

Last stay: 3 months ago · Paris

87% return

Window: 60 days

Send offer

Lena M. · Platinum member

No stay in 14 months · High LTV

Churn risk

Winback recommended

Winback offer

Aditi R. · Silver member

3 stays · avg €420/night · next stay: Jun

Upsell: 94

Suite upgrade ready

Offer upgrade

Guest Data Platform

Every guest. Every stay.
One platform.

Guest Profiles

Search

All properties High LTV ↓

SK

Sarah Kim

PMS Booking.com Loyalty

€4,280

12 stays

MR

Marco Rossi

PMS Expedia Email

€3,150

7 stays

AJ

Aiko Janssen

PMS Direct Loyalty

€2,890

9 stays

23,567 unified profiles Synced 2 min ago

CDP · Guest Profiles

One source of truth
for every guest.

CDP automatically unifies data from your PMS, booking channels, loyalty programme, and email system into a single, accurate guest profile. Every stay, every preference, every interaction — no manual matching required.

Learn about Guest Profiles

Segments

Active All properties

High-value OTA repeaters

Loyalty Gold+ · OTA channel · last 6 months

● LiveEmail · Ads

1,847

guests

Weekend leisure travellers

Leisure · Fri–Sun stays · avg spend €180+

● LiveEmail

3,204

guests

Lapsed loyalty members

Platinum tier · no stay in 12+ months

Draft

892

guests

CDP · Segmentation

Build the right audience.
Every time.

Create dynamic guest segments based on stay history, spend, nationality, loyalty tier, or any combination. Activate those segments directly into email, ads, or your booking engine — and let CDP keep them up to date automatically.

Learn about Segmentation

Direct Booking Q1 2026

vs previous quarter

Direct share

38%

↑ +14pp YoY

Commission saved

€142k

vs same period

Booking channel mix

Direct

38%

OTA

45%

Other

17%

1,847 guests targeted → 312 direct bookings attributed

CDP · Direct Booking

Drive direct.
Reduce OTA dependency.

Use your first-party guest data to power direct booking campaigns. Retarget high-value past guests, identify intent signals, and deliver personalised offers through your own channels — where you keep the full booking value.

Learn about Direct Booking

Guest Intelligence AI-powered

Top opportunities right now

214 guests — upsell ready

High LTV · recent stay · suite available

87 guests — churn risk

Platinum members · no stay in 12 months

1,847 guests — OTA to direct

Loyal guests still booking via third party

CDP · Analytics

Know which guests are
worth winning back.

Predictive analytics surfaces guests most likely to book again, spend more, or churn. Focus your marketing and loyalty budget where the revenue opportunity is highest — with data that updates in real time.

Learn about Predictive Analytics

Outbound Activation ● Live

Transactional

Pre-arrival confirmation · Email ✓ 847 sent

Post-stay follow-up · SMS ✓ 312 sent

Marketing

Win-back campaign · Lapsed Platinum Scheduled

Direct booking retargeting · Paid Ads ● Active

AI Agent handles every inbound reply — automatically

CDP · Outbound Activation

Every message.
Every channel. Automatic.

CDP doesn't just store guest data — it activates it. Trigger transactional and marketing messages across email, SMS, and paid channels automatically, from the segments you've built. Pair it with AI Agent on inbound, and TrustYou closes the full guest conversation loop.

Learn about Outbound Activation

opera-pms.hotelsys.net/front-desk

Today's Arrivals 14 guests

Guest

Rm

Status

Steve Smith

204

CI

Anna Müller

312

OK

James Park

118

OK

Maria Santos

220

OK

CDP Guest Intel ● Live

Steve Smith

Checking in · Room 204

Stays 8 · 4 props

F&B avg €220/stay

Survey 4.2 / 5

Prefs Coffee, wine,
quiet floor

View full profile →

CDP · Staff Intelligence

Every guest's story.
Right in the browser.

PMS systems weren't built to surface guest data at the desk. The CDP browser plugin sits on top of any system your team already uses — surfacing stay history, preferences, spend, and survey scores at check-in, upsell, or service recovery. Any browser. Any system.

Learn about the Browser Plugin

A leading European hotel group

"Having a single guest profile across all our properties transformed how our teams operate. We finally know who our guests are, what they value, and when they are likely to return — and we can act on that in real time."

Director of Revenue Leading European Hotel Group

A luxury hotel collection

"Direct bookings increased measurably after we activated CDP. Being able to identify high-value guests and reach them with a personalised offer through our own channels made a tangible difference to our OTA commission spend."

VP Digital Luxury Hotel Collection

A mid-scale hotel chain

"The PMS integration was seamless. Within weeks our loyalty team had the complete guest histories they needed to personalise every touchpoint — without any manual data work."

Director of Distribution Mid-Scale Hotel Chain

How it works

One platform.
All your guest data.

01

Connect your PMS and channels

Link your PMS, booking channels, loyalty programme, and email marketing in minutes. CDP pulls in every guest interaction automatically.

02

Build unified guest profiles

Every stay, preference, and touchpoint is matched and merged into a single guest record — across properties, channels, and time.

03

Activate the data that drives revenue

Trigger the right message at the right moment — email, SMS, ads, and your booking engine. Pair with AI Agent on inbound, and TrustYou handles the full conversation loop.

Proven results

The numbers
behind the
profiles.

Real results from hotel groups using CDP to unify guest data and grow direct revenue.

40+

PMS & channel integrations

Oracle, Mews, Protel + more

30%+

Direct booking uplift

Average across CDP customers

360°

Guest profiles

Every stay, channel & preference unified

18%

Higher direct booking value

vs OTA bookings, same guests

100K+

Businesses trust TrustYou

Across 165 countries

Customer Stories

What CDP looks like in practice.

Case study in progress — results from Meininger Hotels CDP rollout coming soon.

Coming soon

Case study coming soon — CDP results from a leading European hotel group.

Coming soon

Case study coming soon — direct booking lift powered by first-party guest data.

Coming soon

See all case studies

Capabilities

Every CDP tool your team needs

Guest Data Platform

Guest Profile Unification

Match and merge guest records from every source into one accurate, persistent profile per guest.

Behavioural Segmentation

Build dynamic segments based on stay history, spend, loyalty tier, nationality, and more.

Direct Booking Engine

Activate first-party segments in direct booking campaigns. Reduce OTA dependency with data you own.

Loyalty Programme Integration

Connect your loyalty scheme to CDP and give every guest a personalised experience from arrival to departure.

Predictive Analytics

Identify guests most likely to return, upsell, or churn — and act on it before the window closes.

PMS & Channel Connectors

40+ pre-built integrations with Oracle OPERA, Mews, Protel, Booking.com, Expedia, and more.

Multi-Channel Outreach

Trigger transactional and marketing messages across email, SMS, paid channels, and your booking engine — automatically, from your guest segments.

Staff Intelligence Plugin

Surface each guest's full profile to your team in any browser — on top of any PMS or system — at the moment that matters most.

Integrations

Connects to every
system you already use.

CDP integrates with 40+ PMS, channel manager, CRM, and marketing tools — pulling in every guest touchpoint automatically, with no manual work required.

See all integrations →

Enterprise readiness

Secure.
Reliable.
Enterprise ready.

Built for the scale, security, and compliance demands of global hotel groups.

GDPR Privacy by design
EU Hosting Private instances
99.9% Uptime Always-on infrastructure
SCIM / RBAC Fine-grained permissions
Dedicated KAM Your success team
SSO / SAML Enterprise authentication

Certified ISO 27001 SOC 2 Type II GDPR Compliant EU Data Residency

CDP — Build lasting guest relationships

Your guest data, finally unified.

Use it.

Join 100,000+ businesses in 165 countries using TrustYou to understand, retain, and grow their most valuable guests.

Book a personalised demo

Every guest. Every stay. One profile.

Everything your team needs to know every guest