We understand the reality of hospitality today: the constant push to own the guest relationship, increase repeat bookings and deliver personalised, high-quality experiences at scale.
At the same time, cancellations, refunds and service queries create operational strain and risk damaging brand perception if handled poorly. Protect Group transforms refundable bookings into a guest-first experience that supports these goals. It doesn’t sit on the side as a generic add-on; it becomes part of how you deliver value to your guests.
.svg)
With Refund Protect and Protect Plus, refund protection services and value-added products become intelligent and context-aware. Instead of showing every guest the same option, we tailor the offer to the booking, the guest's behaviour, and where they are in the journey.
Refund protection plays a key role in helping you take back control of third parties. By keeping the entire experience within your ecosystem, you maintain a direct connection with your guests and ensure every interaction reflects your brand.
In hospitality, the real test of your brand comes after the booking. When emergencies happen, guests want fast, clear outcomes without complexity.
Protect Group delivers instant, accurate responses and a smooth path to resolution. This reduces support queries, minimises disputes, and removes the “where do I stand?” moments that frustrate guests. The result is a better experience for guests and less pressure on your teams.
Protect Group combines data-led decisioning, a frictionless guest journey, and fast, dependable fulfilment. The result is a solution that improves conversion and generates incremental revenue while protecting your brand and strengthening guest relationships.
Austin serves as the Global Strategy Lead, Hospitality, at Protect Group, bringing a customer-focused approach and a strong emphasis on partnerships. With a wealth of experience in the hotel tech space since 2015, Austin leads a global team of sales professionals dedicated to forging new partnerships and enhancing existing ones.
Before joining Protect Group, Austin held key positions at SiteMinder, RateGain, and Sabre, where he excelled in attracting new customers, growing partnerships, and representing the companies at industry conferences. His extensive background in these roles has equipped him with a deep understanding of the industry's dynamics.
Outside of work, Austin enjoys playing golf, soccer, and engaging in various sports activities. A former collegiate football player, he now spends his time chasing around his two young children in Fort Worth, Texas.
With the Pulse Platform, you can launch Refund Protect, add Protect Plus products, and manage performance across brands and markets from a single platform.
