Bespoke Inns
Across seven sites in the Midlands, Bespoke Inns has built a reputation for food, character and hospitality done properly. Boasting carefully curated seasonal menus, stunning outdoor areas, and stylish accommodation, this independent group truly has it all.
While every site has its own distinct atmosphere, interior and dining experience, they all share that unmistakable Bespoke Inns feel, blending rustic charm with contemporary elegance. And if a team of award-winning chefs serving up delicious seasonal food and drink wasn’t enough, they also host a variety of events in their beautiful venues, from intimate tasting menus to ‘Carols by Candlelight.’
We spoke to James Riddell, Systems Manager, to find out what attracted them to Giftpro and the difference it’s made to the business.
Making the switch
Bespoke Inns previously sold vouchers through another system, but the experience for both their customers and their team left a lot to be desired. Unclear terms and conditions and having to print vouchers at home created friction for guests, and the manual nature of the system absorbed their customer service team’s time. They needed a platform that provided physical vouchers and a customer experience that aligned with their premium brand, and Giftpro was the perfect fit.
After deciding to work with Giftpro, the onboarding couldn’t have been smoother, and the platform has worked perfectly for them ever since.
“The onboarding process was slick as anything. There was very minimal work from our side, we sent a couple of images and voucher descriptions and Giftpro handled the rest, which is just what we needed. We don’t need to monitor it, we don’t need to do anything manual, it’s all happening in the background.”
Making gifting more personal
Since switching to Giftpro, Bespoke Inns now have a more polished voucher offering that feels effortless for their customers and team. Guests particularly love the beautifully printed vouchers, posted directly to the lucky recipient.
But what’s really set the experience apart is the personal touch. Customers can now add heartfelt written or video messages to their voucher, making gifting feel that bit more special. Whether it’s a surprise message that plays as the voucher is opened or a few warm words to mark the occasion, it’s a level of personalisation their previous system didn’t offer, and one their guests have taken to enthusiastically.
“I can see people are making use of the video functions and messages, which is just brilliant because we never had that before.”
A premium experience, stronger sales
The smoother experience has translated into more sales. Bespoke Inns now process thousands of transactions a week through Giftpro, with general voucher sales up across the board and special-event sales soaring. A Black Friday offer that had gained little traction under their previous provider saw far stronger uptake once they moved to Giftpro. Mother’s Day, meanwhile, delivered some of their best voucher sales yet, something James puts down to better presentation and the eye-catching limited-time-offer banner.
“We can clearly see the customer experience has improved, which has helped drive sales. The platform is easy to use, it’s navigable on a mobile device, and the product is available in so many different formats. That’s made the sale a lot better for us.”
The verdict
For a group that lives and breathes hospitality, it’s no surprise that what matters most to Bespoke Inns is how their guests feel. That’s exactly where Giftpro has made its mark, while growing voucher revenue at the same time. James’s advice to anyone weighing it up:
“For us, customer experience is everything. What we’ve clearly seen from talking to our customers is that Giftpro has ticked that box hugely. It’s completely transformed the way our customers access vouchers, and we’ve seen a revenue increase for general voucher sales and our special ones. So yeah, just do it!”
