Kestle Bay Hotels / BG-Demo – Negotiation
Callcompleted
Kestle Bay Hotels · 31 Oct 2024 15:00
Kestle Bay Hotels negotiated the first-year Starter price of £26k. Gary Underwood asked for ten percent off; Owen Tallis declined that but promised a revised price and an order form, signed by Friday.
What was said
What this says
As at Fri 9 Oct 2026Kestle Bay Hotels negotiated the first-year Starter price of £26k. Gary Underwood asked for ten percent off; Owen Tallis declined that but promised a revised price and an order form, signed by Friday.
What happened: Tom Ashdown quoted Starter at £26k for the first year, covering implementation and subscription. Gary Underwood called it steep and asked for ten percent off.
Customer view: Gary said he was interested and that Sam Hollis had made a convincing case. His objection was price, with the business investing hard in infrastructure.
Commercial: Owen said ten percent was more than he could do on a first term, but promised a revised price the same day. Gary agreed to sign by Friday, with Sam and Gary as signatories.
Watch: November is peak season and the go-live timeline depends on IT access. The transcript does not show the revised price or whether the order form was signed.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Owen Tallis to return a revised price and Tom Ashdown to send the order form the same day.
- Customer to sign by Friday so the four-week setup can start.
Risks
As at Fri 9 Oct 2026- Price is the stated objection and the customer asked for ten percent off the first term.
- Go-live before peak season depends on IT access and a Friday signature.
Opportunities
As at Fri 9 Oct 2026- A signed Starter order form with Sam Hollis and Gary Underwood as signatories.
Transcript
Tom AshdownHi Gary, hi Sam, cheers for taking the call. How's your week been?
Sam HollisGood, yeah. Bit hectic but we're keen to move on this.- Tom AshdownNo drama. So we've talked through the concept, how the brain pulls together your guest feedback and support data. Where are your heads at?
Gary UnderwoodWe're interested. Sam's made a convincing case. I want to understand the investment though, what's the ask?- Tom AshdownRight. So Starter, which I think is right for you, is £25,500 for the first year all-in. That's implementation and subscription.
Owen TallisOwen here. Just to be clear: that covers the four-week setup, getting the brain live on your data, and twelve months of platform. Year two onwards, it renews at the annual rate, no setup costs.- Sam HollisWhat do we actually get in Starter?
- Tom AshdownFifteen users included. Four system connectors: booking system, helpdesk, that sort of thing. Pages where your team searches and asks questions. And we check in every six months.
- Gary UnderwoodHow does the setup work? Who does what?
- Tom AshdownOur solutions team runs it. Four weeks start to finish. We'll need your IT team for API access, but we do the heavy lifting. You tell us what questions matter to your business.
- Sam HollisSupport, what's the response time if something breaks?
- Tom AshdownFour business hours on critical issues, UK hours, email and chat. Your data refreshes nightly.
- Gary UnderwoodNovember is peak season for us. Can you do four weeks and have us live before then?
- Tom AshdownIf we sign this week, we kick off immediately and should be live mid-October. Well before November.
- Owen TallisThat assumes your IT can turn around access. Sometimes that's the bottleneck.
- Sam HollisOur IT team is pretty responsive. We can get you keys within a week.
- Tom AshdownPerfect. So timeline is: sign this week, you give us access in week two, we build and test, you're live before Halloween.
- Gary UnderwoodOK. Is the £25,500 your final number?
- Owen TallisWhat are you thinking?
- Gary UnderwoodIt's steep, honestly. We're investing hard in infrastructure right now. Is there room to move?
- Owen TallisWhat sort of number would help?
- Gary UnderwoodTen percent would be ideal. I know that's ambitious.
- Owen TallisTen is more than I can do on first term, we're disciplined about discounts. But I don't want price to kill this. Let me work something out and get back to you today. To make the timeline work, I need you signed by Friday. Can you do that?
- Gary UnderwoodFriday's fine.
- Tom AshdownI'll send an order form this afternoon with the revised price. It's just what you're buying, dates, who signs. Straightforward.
- Sam HollisOnce we're live, how do our people actually use it?
- Tom AshdownThey log in, type a question...'what are guests complaining about?', and get an answer in seconds. All your data in one place. No manual digging between systems.
- Gary UnderwoodWhat if we ask it something you don't have data for?
- Tom AshdownIt tells you. But usually people are surprised by how much data they have once it's all connected.
- Owen TallisRight. So order form today, signature Friday, we start next week. Who's signing from your end?
- Gary UnderwoodSam and me.
- Tom AshdownPerfect. I'll send it to both of you. Once you sign, our solutions team will book a kickoff, that's when we get into the technical detail.
- Sam HollisIs there anything we need to do before that kickoff?
- Tom AshdownJust think about who should be in the room and what you want the brain to answer first. We'll handle the rest.
- Owen TallisI'll be tracking this. Tom's your point of contact, but you've got my number if you hit any snags.
- Gary UnderwoodCheers, Owen. Sounds good.
- Tom AshdownCheers, Gary. Speak soon.