Want more direct bookings and five-star reviews? It all starts with a personalised guest journey that truly connects
Why? A strong guest journey ensures your guests receive timely info, easy-to-use tools, and a consistently great experience before, during, and after their stay.
But how to know if your guest journey has what it takes to be successful and engage your guests? That’s where the Guest Journey Checklist comes in.
The checklist is built around the four key phases of the guest journey - from first click to farewell. Each stage includes actionable steps to enhance guest satisfaction, reduce friction, and unlock more revenue.
- Booking: Make it easy for guests to book with confidence: fast, clear, and personalised
- Pre-stay: Start building the relationship early with tailored messaging, upsell opportunities, and helpful info before arrival
- Stay: Deliver a seamless in-stay experience with digital tools, instant support, and personal touches that matter
- Post-stay: Keep the connection alive with smart follow-ups, reviews, and personalised offers that bring guests back
If you are ready to download, scroll to the bottom of this page and get it today for free.
- Download the file.
- Fill in the status for every task (good, can be improved, bad)
- Review what level of priority is assigned to the task.
- You can also write “Yes” when the task is done, then modify the status and check your new score.
When your guest journey works, everything clicks into place. Guests feel understood, things run smoothly, and you start seeing real results: more direct bookings, better reviews, and higher returns.
This free checklist maps out 40+ essential guest touchpoints, each marked with impact levels and priorities so you can focus on what really moves the needle. You'll also get a guest journey score to see where you stand and where there’s room to grow.
Need a little inspiration to take it further? Here are a few quick reads to keep improving:
8 pre-stay communication ideas to increase guest satisfaction
Beyond Bookings: How Hotel Marketing Drives Revenue Beyond the Reservation
Customer effort: when your guests think it is difficult to stay in your hotel
Maximising Guest Relationships: How to reach guests in the Post-Stay Phase
Bringing the Hotel Industry into the Future!
Are you ready to increase your revenue and build lasting guest relationships? Take the first step today.
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