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Three pillars. Nine functions. Each one runs as its own discipline. Built for OTAs doing serious volume, where the booking lifecycle has too many moving parts to coordinate across five vendors and three in-house teams.
Customer support sits in one vendor. Reservations sits in another. Chargebacks live under finance. Suppliers report to operations team. HCN failures get logged in three different places.
When something breaks at 11 PM on a Friday (and in OTAs, something always breaks at 11 PM on a Friday), no one owns it end to end. The customer waits. The supplier blames the platform. The chargeback gets filed before anyone realizes the HCN was wrong.
This is the operational tax of fragmentation, and it scales with your bookings.
Each one runs as its own discipline.
Every conversation with the traveler, from inquiry through escalation.
Every inbound conversation, across email, chat, voice, and social. Trained on your product and your bookings, not a generic CS playbook applied to your tickets.
The hard cases. On spot cases. Refund disputes, complex itinerary modifications, supplier conflicts, edge-case policy questions. Empowered to resolve, not to route. Your CS doesn’t bounce upward, it lands.
The reservation heart. Inbound calls, booking conversions, up-sales and upgrades. Treated as revenue generation with 30% conversion rates, not as call answering with handle-time metrics.
Every conversation with hotels, partners, and the supply chain.
Hotel and travel partner communication, room discrepancies, overbooking, mapping issues, rate disputes, confirmations. We sit between your customer and supply chain and resolve the messy parts that algorithms can’t.
Wholesalers, channel managers, B2B accounts, GDS escalations. The operational glue between your inventory and your customer. Most OTAs underinvest here and pay for it in cancellations.
The mid-booking funnel where most OTAs quietly lose money. Half-completed flows, abandoned itineraries, card failure, over bookings, supplier hold-ups. We monitor, recover, and convert. This is where margin sits.
Pre-arrival catches and post-event recovery. Where the money is saved.
Active booking optimization between confirmation and travel. We work the supplier side continuously to improve unit economics on every reservation.
Dispute response, evidence assembly, recovery. Treated as P&L protection, not back-office paperwork.
Pre-arrival audit of hotel confirmations. Catches the 8% of bookings that would otherwise become check-in disasters.
Most BPOs hire customer support agents and train them on whichever client onboards next. The training is generic, the playbook is portable, the team has no skin in your business.
We didn’t start as a BPO. We started by running OTA operations end-to-end, on actual bookings, with actual revenue on the line, including for a Trivago-owned OTA at scale. Every workflow on our floor was built to solve a real problem in a real OTA, not adapted from a generic services template.
When you bring us in, you’re not training a vendor. You’re connecting to an operation that already knows what an HCN failure costs, how a CHB rates hits your dispute ratio, why TTT matters, what an ABV hold does to your cash conversion, How Google Hotel Center sees you, and how to read the difference between a supplier issue and a customer service issue at 11 PM on a Friday.
That’s the difference between outsourced operations and an outsourced operations department.
HCN is one of nine functions. In a single quarter, on a single client, it returned this:
Predictive validation across the full booking pipeline. Pre-arrival catch rate north of 90%. The methodology, the math, and the operational design are in the full case study.
Read the case studyWe map your nine functions to ours. Identify the gaps, the duplications, and the highest-pain area to start. POC scope signed.
Dedicated pod stood up, trained on your tools, your suppliers, your booking flow. Soft launch with limited volume, daily monitoring, rapid iteration.
Full ownership of contracted functions. Weekly reviews, monthly business reports, quarterly business reviews. Scale up or down with 30 days’ notice.
You contract with one Arbitrail SG entity. One PM is accountable. One team delivers.
When a guest books a reservation on an OTA platform, the reservation passes through travel partners and different suppliers before reaching the hotel. Multiple suppliers trading bookings between them. HCNs flow back through the same chain.
The guest finds out before the OTA does. They’re standing in the lobby after a long flight when one of three things lands.
The hotel is not aware of the booking. The reservation lives in a supplier’s database, never made through to final destination.
The hotel didn’t receive payment for the booking by the supplier.
The hotel and the supplier couldn’t complete the reservation due to overbooking, changes, or cancellation by the supplier.
After a long journey, the guest arrives at the hotel only to find there is no room. Left with no choice, they pay directly with their own credit card and dispute the original OTA transaction.
From there, the cascade moves fast: chargebacks, congested support lines, negative reviews, social-media exposure, and a customer-experience team buried under escalations. Worst of all, the guest has just discovered they no longer need the OTA to book.
By the time the OTA learns of the failure, the damage is already done.
Fewer escalation queues, fewer agents, less peak-time overload.
No chargebacks. No public complaints. No support fires to put out.
The guest doesn’t learn they can book direct with the hotel.
Your CX team plans the day instead of putting out fires.
We’ve broken down exactly how HCN works on a 540,000-booking quarter: where the failures live, how we triage, the four pillars of the framework, and the $1.19M outcome. Read it before your discovery call.
Read the full HCN case studyThe OTAs that scale past $100M GMV stop trying to stitch booking ops together across five vendors. They consolidate. We’re the operations department most growth-stage OTAs eventually decide they need. Except you don’t have to hire it, manage it, or build it.