Langstrath Hotels / BG-Demo – Discovery
Callcompleted
Langstrath Hotels · 22 Jul 2025 15:00
Discovery call with Langstrath Hotels. Guest feedback is scattered and read only by Philippa. Henry wants a price first, and said reservations would also want it. Agreed to start with one team and see a demo on their own data.
What was said
What this says
As at Fri 9 Oct 2026Discovery call with Langstrath Hotels. Guest feedback is scattered and read only by Philippa. Henry wants a price first, and said reservations would also want it. Agreed to start with one team and see a demo on their own data.
What happened: Philippa Dalzell described feedback arriving from review sites, reception and email, with her as the only reader. Henry Graves, the Managing Director, wants early warning rather than hearing when something has gone wrong.
Customer view: Henry asked for a number before a demo. Lewis Kerr quoted the deal on record at £26k on the Starter tier. Henry said the reservations team would want it too, and he would be the one explaining it to the board if it does not save time.
Commercial: Starter covers one team, so a wider tier may fit better if reservations join. Philippa prefers to prove it with one team first, which keeps the entry point at Starter with an upgrade path.
Watch: The £26k is the deal amount on the CRM record, and the evidence does not show a proposal or order form. Henry's time-saving test is the success measure.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Lewis Kerr to send demo options and written Starter inclusions the same day.
- Book the demo on Langstrath's own feedback data with the solutions engineer.
- Philippa to keep her list of guest questions as the test.
Risks
As at Fri 9 Oct 2026- Henry will judge the product on whether it saves time and has said he must answer to the board if it does not.
- Starter covers one team, so the reservations need could create a tier mismatch if left unaddressed.
Opportunities
As at Fri 9 Oct 2026- Reservations joining would make a case for a wider tier than Starter.
- A proven first team could lead to use across all five hotels.
Transcript
Lewis KerrHello both, thanks for making the time. Can you hear me alright?
Philippa DalzellYes, hello Lewis. Henry's just joining, he was on the phone to the kitchen.
Henry GravesSorry, sorry. The chef has opinions about the lamb. Hello.- Lewis KerrNo problem. Shall I start by asking what's not working for you at the moment?
- Philippa DalzellGuest feedback, mainly. It comes in from the review sites, the reception desk, the email inbox, and it's all in different places across the group.
- Henry GravesAnd I hear about it when something has gone wrong. That's the trouble. I'd like to hear about it when it's starting to go wrong.
- Lewis KerrThat's a very common ask. Who in the group reads all of that today?
- Philippa DalzellMe, mostly. Then I pass things on by email, and some of it is lost. It's not a system, it's me.
- Henry GravesWe have five hotels, and each has its own way of doing things. I'm not going to ask them to change everything.
- Lewis KerrYou wouldn't need to. The idea is that the information stays where it is and you can ask questions across all of it at once.
- Henry GravesRight. What does it cost? I want a number before I want a demo.
- Lewis KerrTo put a number on it, the deal on our record is £25,500, on the Starter tier. I'll set out what that includes in writing, so you're not relying on my memory.
- Henry GravesStarter is one team, is that right? Because this isn't just guest services. The reservations team would want it as well.
- Lewis KerrThat's a fair challenge. Starter covers one team, so if reservations need it, we'd look at whether the wider tier is the better fit.
- Philippa DalzellCould we start with one team and see if it works? I'd rather prove it than sell it internally first.
- Henry GravesFine by me, but I want it to actually save time. If it doesn't, I'll be the one explaining it to the board.
- Lewis KerrAgreed. Let's see it on your own feedback data in the demo, so you can judge it yourself.
- Philippa DalzellYes, please. Hannah is who we'd want showing us, isn't she?
- Lewis KerrOur solutions engineer runs the demos, so we can book that. I'll send you options today.
- Henry GravesGood. Philippa, keep a list of the questions you get from guests. That's the test.
- Philippa DalzellI already have one. It's getting long.
- Lewis KerrBrilliant. Thanks both. Speak soon.
- Henry GravesCheers, Lewis. Thanks.