"I spent an hour on the website and still couldn't tell which two-bedrooms face the water, or whether any are left." That is the buyer. Your sales team says it another way: "We answer the same questions all day, and by the time someone registers they've half decided on another project." Both are describing the same gap.
Most buyers now decide in the evening, on a phone or a laptop, with a partner looking over their shoulder. A brochure site with a PDF price list shows the location and a few hero images. It doesn't say what is left, what fits them, or how the kitchen feels. So they call with basic questions, or they drift.
A good tour answers three questions in order: where is it, what is left that fits me, and what will it be like to live there. Most presale sites answer the first well and the third with a handful of stills. The second, availability, is the one that turns a visitor into a lead, which is why it sits at the centre of every tour we build.