Keep more of what your hotel already earns.

The most expensive losses in a hotel are the ones no one sees.

We find and close your revenue leaks. On the floor. Online. At the booking.

We help luxury hotels close the revenue leaks they're too close to see. As guests, we experience your hotel and tell you why some check out and never return. As investigators, we find the clone sites, hijacked listings, and hidden commissions bleeding from bookings that should have been direct. We find the leaks. We close them. And we return what was yours: the revenue, the reputation, and the guests.

If this resonates, we offer a confidential gap assessment for luxury properties in Thailand. No cost, no pitch. Just the guest's eye your team can't have.

Reach us at [email protected]

"Really sorry to hear and thanks for reaching out! Of course I would be really happy to hear more!"

General Manager · Resort, Southeast Asia

That reply became the model for every engagement that followed. Findings first. To the GM. In confidence.

SORVEIL origin story

One message to a GM, mid-stay, and the leaks it uncovered.

We booked a five-star resort in Thailand. We were excited. Then we reached the pool area and started noticing small things out of place: a poolside shower with no faucet, a showerhead furred with limescale, a stray cord in the main pool. Petty, even, to list. But we tested a hypothesis. One of us wrote to the general manager, mid-stay. Not a complaint. A respectful note offering feedback on our stay if he was open to it. He replied within the hour.

This was not a one-time slip. We had been staying in luxury hotels around the world for six years, and we saw the same pattern across Southeast Asia. Beautiful properties. Trained teams who walk the same halls every day and stop seeing what a first-time guest notices in minutes. A quiet gap between what a hotel believes it delivers and what a guest actually feels. Not bad enough to complain about. Not good enough to remember, or to recommend. Fine is a slow leak.

Then we found the second leak. A fake website for a hotel we knew. Same name. Same photos. Same address. Three spots above the real hotel on Google. But the "Book Now" button did not lead to the legitimate property. It routed through Booking.com, and the commission left with it. Revenue that belonged to the hotel, redirected in the moment of truth.

We started pulling at that thread. We found more clones. Then a network. We mapped it hotel by hotel across countries, following technical breadcrumbs that tied property after property to commission leaking through hidden affiliate paths. The hotels had no idea. Their dashboards showed bookings. Not where the bookings actually came from.

What started on the floor now runs across the web too. Three services, one purpose: closing the gap between what a hotel promises and what a guest receives. Vantage closes it on the floor. Sentinel closes it online. Beacon closes it at the booking.

The two of us

It takes an outsider to see what a hotel cannot.

We are Victoria and Alexander. SORVEIL is a boutique firm, run on the same principle as the luxury hotels we serve: small on purpose, personal in every detail, and selective about who we take on. No junior consultants, no templated reports, no one you have not met.

Six years of living in hotels full-time put a marketer's eye and an operator's eye on the same blind spot: the revenue a hotel loses where no one is looking. We find it, on the floor and across the web, and we close it. That is the whole of what we do.

Victoria Tsitrinbaum

Partner · Strategy & Brand Experience

Victoria spent five years as a marketing manager inside fast-moving startups before stepping back to understand communication on its own terms. She became a ghostwriter for executives speaking publicly about business and customer experience.

Her career has been one long investigation of a single question: what does an audience actually feel, and how do you improve their experience without them having to say it out loud? That question, applied to hospitality, is SORVEIL.

Languages · English, Hebrew, Russian

Alexander Hochheimer

Partner · Operations & Guest Intelligence

Alexander spent more than a decade in international logistics, in operational and commercial roles at Hellmann Worldwide Logistics, Toll Group, and C.H. Robinson. That industry trains people to see what compounds: small failures, left unaddressed, eventually show. It is the eye he brings to every stay.

He has spent more nights in hotels than most general managers. Nearly two thousand flights across a hundred countries gave him something logistics alone can't teach: an instinct for where service holds and where it quietly slips. SORVEIL came from those hours.

Languages · German, English

The Name

SORVEIL

/ sor · VAY /

Soar

English

The elevated perspective. Seeing from above what others see at ground level.

Veil

Old French · voile

What familiarity creates. The layer habit builds over what is really there.

Surveiller

French

To watch carefully. With precision. With purpose.

How we work.

How independent are you?

Independence is structural. No comps, no rate codes, no favors owed, no brand affiliations. The only agenda is yours.

How is this different from hosting an influencer?

An influencer performs for an audience. We report only to you, in confidence, and nothing we find is ever made public. They are paid in stays and coverage, so they owe you a flattering post. We take no comps and owe you nothing but the truth. They measure what photographs well. We measure what a paying guest actually feels, the quiet things that never make a post but decide whether they come back. They bring reach. We bring judgment.

You're not hoteliers. Why trust you to read my property?

Because we're not. Your team knows this hotel better than anyone alive, and what proximity takes from them, an outside eye gives back. We have spent five years as full-time guests, analytical by nature, so we bring a standard no single property can hold from the inside. We surface what your guests feel and what it is costing you in loyalty and rate. We do not tell your team how to run the floor, that is their craft. We make sure they are aiming at the right thing.

Which service do I need?

It depends where the gap is. Vantage reads what your guests actually feel on property. Sentinel guards your brand and bookings across the web. Beacon builds the direct path guests use to reach you. Most start with one, and we tell you which before you commit.

Who actually does the work?

A partner, always. A partner checks in, a partner writes, a partner meets you. No junior consultants, no templated reports.

Who sees the findings first?

Whoever commissioned the work. The findings go first to the person who hired us, owner, GM, or asset manager, and never to anyone above them first.

Will this feel like criticism?

Never. We name what is working before what is not, and frame every finding as revenue or reputation you can recover.

Do you work with every hotel?

No. We are selective by design and keep our engagements few on purpose, so every property has a partner's full attention.

What languages do you work in?

English, German, Hebrew, Russian, and Spanish.