Recovery Cost Intelligence · Hospitality

Spend smarter on your guests,
not on damage control.

Hotilla doesn't just measure what recovery costs you — it shows you where it bleeds, why it happens, and how to redirect those dollars into experiences that actually earn loyalty. The first intelligence layer between operational data and the guest P&L.

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0.8 — 1.8%
Of total revenue absorbed by recovery cost in full-service hotels — most of which is unaccounted for.
$200k+
Annual recovery cost for a typical 200-room property — invisible to most P&L statements.
3 dimensions
Confirmed cost, real lost revenue, probabilistic exposure — the full economic picture.
01 — Problem

A second P&L lives nowhere countable.

When a guest complains and a $200 F&B credit is given, the cost is real but lives nowhere countable. When a guest is upgraded for free, the rate differential is real lost revenue but never appears on a recovery line. Hotilla makes that economic reality visible.

Recovery is treated as operational noise.
Comps are "the cost of doing business." No single department owns the line on the P&L, so no one is accountable for it.
The data is fragmented.
Front office logs comp nights. F&B knows about meal recompensations. Maintenance tracks OOO rooms. No system aggregates the financial picture.
Existing tools measure sentiment, not cost.
Medallia, Revinate and TrustYou tell you how guests felt. None of them tell you what the resolution actually cost.
The duty log remains the primary record.
A Word document or Excel file. Data structure ranges from clean to chaotic depending on the property. The intelligence layer is missing.
02 — Methodology

Three columns. One true picture.

Every recovery dollar at a hotel falls into one of three economic categories. Hotilla's framework structures every incident across these dimensions — so the right department owns the right number, and remediation becomes targeted rather than diffuse.

Column 01

Confirmed cost

Cash that physically left the hotel. Recovery amenities, paid-out compensations, third-party reimbursements.

$25 recovery amenity delivered to a guest room after a maintenance incident.
Column 02

Real lost revenue

Revenue that was earned and surrendered — comp F&B credits, waived bills, complimentary upgrades, free nights.

$200 F&B credit applied to a stay following a service incident.
Column 03

Potential loss

Probabilistic exposure on dissatisfied guests who left without compensation — silent churn priced into the model.

$182 estimated risk on a Diamond member who left unhappy at peak occupancy.
03 — Intelligence

Beyond tracking. Understanding.

A cost report tells you what happened. Hotilla tells you where it bleeds, why it bleeds, and how the next dollar of recovery could go further. The same dashboard that surfaces the leakage points to the way out.

See where it bleeds.
Departmental breakdown. Repeat rooms surfaced automatically. Multi-day flag stays. Patterns by day of week, time of shift, incident type. The geography of recovery becomes visible.
Understand why.
Root cause classification on every incident. Recurrence detection across stays. Dissatisfaction signals on guests who left without compensation. Recovery becomes an explanation, not just a number.
Redirect the spend.
Quick Wins matrix that compares recovery cost against fix cost. ROI on every potential intervention. The same dashboard that shows the loss shows where to invest the savings.
Spend smarter, not less.
The goal isn't to cut recovery to zero — guests will always need recovery. The goal is to make sure every recovery dollar earns loyalty rather than masking a process gap. That's the shift Hotilla makes possible.
04 — Validation

One month, one property, real numbers.

"A 200-room four-star property in Sydney. One month of duty log data structured through Hotilla's framework surfaced over $8,000 of recovery cost across 140+ incidents — most of which had never been counted on the P&L."

+$2,000
Confirmed cost
+$6,000
Real lost revenue
+$5,000
Potential loss
+140
Incidents structured

Anonymised pilot · April 2026 · Sydney CBD

05 — Approach

Built from inside the industry.

Hotilla is being built by an operator. Every feature is shaped by real duty log data and real GM conversations before code is written. The methodology survives contact with messy real-world operations because it was built on them.

01

Methodology before tooling.

The three-column framework was developed in conversation with operators. Hotilla is the tool that operationalises a methodology that already had to be right.

02

Audit-grade by design.

Every dollar shown is traceable to a specific incident in the duty log. Every calculation rule is documented and inspectable. No black box.

03

Privacy-first.

Guest names anonymised at ingestion. Multi-tenant data isolation. Property data never leaves regional residency without explicit consent.

04

Operator-led, not vendor-led.

Validated at IC Sydney Coogee Beach. Developed with input from IHG APAC operational leadership. Shaped by daily exposure to real guest service recovery.

See what recovery is really costing you.

Send your last month of duty log data. We structure it. You get a complete recovery cost view in one week. No commitment, no setup work on your end.

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