Rose & Thorn Studios
Guest CRM &
Booking Intelligence
Every Guest, Every Touchpoint, Every Detail — Automated
A white-glove CRM system that transforms inquiries into lifelong advocates. From the first spark of interest to their tenth return visit, every interaction is orchestrated with precision and warmth.
The Journey
Guest Pipeline Stages
Seven carefully designed stages that guide every guest from first discovery to loyal advocate, with intelligent automation at every transition.
Inquiry
Guest discovers Rose & Thorn through website, Instagram, referral, or Nashville event listing
Automation
Auto-capture from all channels, instant CRM profile creation, lead source attribution
Qualified
Budget, dates, and experience type confirmed. Guest matched to ideal package tier
Automation
AI lead scoring, automatic package recommendation, availability check against calendar
Quoted
Custom proposal sent with branded PDF, interactive pricing, and virtual estate tour link
Automation
Auto-generated quote PDF, proposal tracking (opened/viewed), 48hr follow-up trigger
Booked
Deposit collected via Stripe, dates locked on calendar, confirmation package dispatched
Automation
Payment processing, calendar sync, confirmation email sequence, pre-arrival countdown launch
Checked-In
Guest arrives at the estate. Smart lock activated, welcome amenities staged, staff notified
Automation
Day-of welcome SMS, digital house guide delivery, emergency contact card, staff alert
Checked-Out
Departure confirmed, final inspection logged, cleaning crew dispatched, thank-you flow begins
Automation
Post-stay thank you email, review request sequence, satisfaction survey, referral program invite
Advocate
Guest becomes a brand ambassador. Shares on social, refers friends, books return stays
Automation
Referral tracking, VIP loyalty tier upgrade, anniversary outreach, exclusive re-booking offers
Always-On Engagement
Automated Sequences
12 intelligent automation workflows that nurture guests from first inquiry to lifelong loyalty, delivering the right message at exactly the right moment.
New Inquiry Welcome
7 touches over 14 days
Immediate personalized response within 5 minutes of inquiry. Includes estate photo gallery, virtual tour link, and available date ranges. Follow-ups highlight unique amenities, Nashville experiences, and social proof from past guests.
Triggers
Quote Follow-Up
3 touches over 5 days
After a custom quote is sent, automated follow-ups ensure the guest has reviewed pricing. Includes a personal video message from the host, answers to common questions, and a limited-time booking incentive.
Triggers
Booking Confirmation Flow
4 touches over 7 days
Confirmation email with itinerary, followed by a guest questionnaire capturing preferences (dietary, studio needs, arrival time). Countdown sequence builds excitement with Nashville tips and packing suggestions.
Triggers
Pre-Arrival Excitement Builder
5 touches over 10 days before arrival
Curated Nashville guide with restaurant reservations, local experiences, and hidden gems. Packing tips for studio sessions. Gate code and check-in instructions sent 24 hours before arrival. Weather forecast for their stay dates.
Triggers
Check-In Day Concierge
3 touches on arrival day
Welcome message with digital house guide, Wi-Fi password, studio access codes, and emergency contacts. Mid-afternoon check: 'Have you settled in? Need anything?' Evening: curated dinner recommendations nearby.
Triggers
Mid-Stay Check-In
1 touch on day 2
Friendly day-2 message: 'How is everything going? Anything we can improve?' Includes quick-reply options for common requests (extra towels, studio schedule adjustment, restaurant booking). Escalates to staff if issues flagged.
Triggers
Post-Stay Thank You & Review
3 touches over 5 days
Immediate thank-you email with professional photos from their stay (if permitted). Day 2: Google Review request with direct link. Day 5: TripAdvisor review request. Includes a 10% rebooking discount code.
Triggers
Referral Program Invitation
2 touches over 7 days
Day 7 post-stay: personalized referral program invitation. Guest receives a unique referral link and earns $250 credit per successful referral. Includes shareable social media graphics and suggested copy.
Triggers
Re-Engagement / Win-Back
4 touches over 30 days
Targets guests who haven't booked in 90+ days. Showcases estate upgrades, new amenities, seasonal Nashville events. Includes an exclusive returning-guest rate and flexible cancellation policy.
Triggers
Birthday & Anniversary Outreach
2 touches per occasion
Personalized birthday greeting with a complimentary upgrade offer for their next stay. Anniversary messages for past guests include a curated couples package and champagne add-on at no charge.
Triggers
Seasonal & Event Promotions
Monthly campaigns
Targeted campaigns around CMA Fest, Nashville New Year's Eve, fall foliage season, Valentine's Day, and holiday retreats. Each campaign features themed packages, limited availability urgency, and Nashville event tie-ins.
Triggers
VIP Loyalty Program Triggers
Milestone-based
Automatic tier upgrades after stay thresholds (3 stays = Gold, 6 = Platinum, 10 = Diamond). Each tier unlocks perks: early check-in, late checkout, studio priority, complimentary Nashville experiences, and a personalized welcome gift.
Triggers
Direct Engagement
SMS & Voicemail Campaigns
High-open-rate channels that deliver timely, personal messages where your guests actually see them — their phone.
SMS Touchpoints
Inquiry Acknowledgment
Instant auto-reply within 60 seconds confirming receipt and providing next steps
Quote Sent Notification
SMS alert when a custom quote lands in their inbox with a direct view link
Booking Confirmation
Celebratory text with booking reference number and calendar invite link
Pre-Arrival Details
Gate code, check-in time, and emergency contact delivered 24 hours before arrival
Welcome Message
Day-of arrival greeting with Wi-Fi password, house guide link, and concierge number
Mid-Stay Check-In
Day 2 wellness check with quick-reply options for common requests
Checkout Reminder
Morning-of checkout with departure instructions and thank-you note
Review Request
Post-stay text with one-tap Google Review link and appreciation message
Ringless Voicemail
Ringless voicemail drops deliver a personal audio message directly to the guest's voicemail inbox without ringing their phone — non-intrusive yet highly engaging.
Post-Quote Personal Touch
Host records a 30-second personal message thanking the guest for their interest and answering anticipated questions
Pre-Arrival Welcome
Warm, personal voice note from the host building excitement about the upcoming stay and Nashville experience
Post-Stay Gratitude
Genuine thank-you voicemail that feels personal and authentic, dramatically increasing review conversion rates
Win-Back Outreach
Re-engagement voicemail for guests dormant 90+ days, sharing what is new at the estate and offering an exclusive rate
Birthday Greeting
Personal birthday voicemail with a special offer, creating an emotional connection that drives rebooking
Event Invitation
Exclusive Nashville event notifications (CMA Fest, songwriter rounds) with VIP access offered to past guests
98%
SMS Open Rate
45%
Response Rate
<60s
Auto-Reply Speed
92%
Voicemail Listen Rate
Connected Ecosystem
Integration Map
Your CRM sits at the center of a fully connected technology ecosystem, syncing data seamlessly across every platform your business touches.
Guest CRM
Central Intelligence Hub
Website Forms
Inquiry, booking, and contact forms auto-sync to CRM with full UTM tracking
Connected & Syncing
Stripe Payments
Secure deposit collection, final payment processing, refund management, and revenue reporting
Connected & Syncing
Google Calendar
Real-time availability sync, automated blocking for maintenance days, staff scheduling integration
Connected & Syncing
Email (SendGrid)
Transactional emails, marketing campaigns, branded templates, deliverability monitoring
Connected & Syncing
SMS (Twilio)
Two-way SMS messaging, automated sequences, guest replies routed to dashboard, opt-out management
Connected & Syncing
Google Reviews
Automated review request links, review monitoring dashboard, response templates, sentiment tracking
Connected & Syncing
Instagram DMs
Automated DM responses, inquiry capture from Instagram, story mention tracking, influencer outreach
Connected & Syncing
Airbnb Sync
Cross-platform calendar sync, message forwarding, pricing parity enforcement, review aggregation
Connected & Syncing
Ready to Transform Guest Management?
Let's Build Your
Guest Intelligence Engine
This CRM system is one piece of the complete digital transformation we are building for Rose & Thorn Studios. Return to the full proposal to see everything included.