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Personalization so good, 30% of guests rebook before they even leave at The Nare

The Nare_logo_black

65%

Returning guests

97%

of profiles capture guest details in RMS

30%

Guests rebook before departure

The human touch, powered by tech.

The Nare isn’t your typical luxury hotel. Perched above Carne Beach on Cornwall’s Roseland Peninsula, it’s a five-star country house hotel where handwritten letters still matter, dogs have their own menus, and guests are remembered by name. A proud member of Pride of Britain Hotels and Small Luxury Hotels of the World, The Nare has been Cornwall’s highest-rated hotel for over 30 years.

Blending tech with the timeless art of hospitality

With RMS, The Nare has found a way to blend tradition with technology. The platform gives staff the tools to know their guests better and secure rebookings for 30% of stays before checkout. It keeps operations running effortlessly, all while achieving 100% direct bookings. Integrated tools like ResDiary and Tiger TMS complement this approach, giving the team a complete view of each guest’s journey, from dining to digital touchpoints.

Challenges

Above all, The Nare wanted a tech partner who listened, respected their traditional style, and could grow with them. The ideal platform had to work with their existing tools and adapt to their internal language, making it easy for staff to learn and use.

And their wish list was clear:

Preserve and enrich guest knowledge
With decades of detailed guest data, The Nare needed a system that could carry this legacy forward and help staff build even richer profiles, so every stay feels unmistakably “Nare.”

Deliver personalized service across every touchpoints
At The Nare, personalization isn’t optional, it’s the standard. The team needed tools that could anticipate guest needs, recognize returning guests, and ensure every department, from reservations to housekeeping, was aligned to deliver a consistently warm, tailored experience.

Enable traditional communication
Not all guests use email. The Nare required a system that could handle printed confirmation letters to maintain trust and accessibility.

The Nare Hotel Seaview Customer Story RMS

The Nare Hotel Customer Story RMS Solutions

Solutions

When tech powers traditional hospitality, magic happens. While guests enjoy handwritten letters, sea views, and staff who remember their stories, RMS quietly runs the show backstage. Here are some of the RMS tools that make ultra-personalized service feel effortless at The Nare.

Guest Profile: the heart of personalization
RMS helps The Nare capture the details that matter, from room preferences to pet names, anniversaries or unique guest notes. With 96% of guest information fields and all 67 booking fields in use, staff have everything they need to make every stay feel like a warm return.

Rebooking: turning departures into returns
With RMS, The Nare doesn’t just hope guests return, they plan for it. Staff use the pencil booking tool to reserve a guest’s preferred room before departure, locking in loyalty while the memory’s still fresh. Then, the chase report prompts a timely follow-up when rates are released to capture revenue.

Housekeeping: personalization in practice
RMS keeps housekeeping aligned with guest preferences, bedding, layout, even special requests or allergies, so rooms are ready exactly how guests like them. The Housekeeping report pulls it all together, bringing personalization beyond the welcome and into the service itself.

Smart pricing
RMS’s Rate Manager gives The Nare the flexibility to create seasonal pricing and tailored packages with confidence. The team can adjust rates, allocate dining, and manage offers without the spreadsheet stress.

Results

With RMS in place, The Nare has elevated its signature style of traditional, deeply personal hospitality, while staying entirely OTA-free, a choice that keeps them firmly in control of the guest journey. The proof is in the numbers:

30% of guests rebook before departure, with staff able to hold preferred rooms and follow up at just the right time.
65% of bookings come from returning guests, with over 20% staying three or more times since 2017, proof that thoughtful personalization fueled by rich guest profiles turns great stays into lasting loyalty.
97% of guest profiles include unique notes, providing that when the system’s intuitive and training is strong, every detail gets captured.
25 years of guest history, and seven years of detailed booking history were successfully imported during RMS implementation in 2023, a key capability that preserved The Nare’s guest knowledge, and one no other provider could offer.

The Nare Hotel Customer Story RMS Results

65%

Returning guests

30%

Re-book before check-out

97%

Guest Profiles record unique notes

20%

Guests count over 3 stays