The guest journey is the full path a guest follows with your hotel: inspiration and search (often on an OTA, a metasearch engine or Google), booking, pre-arrival communication, arrival and check-in, the stay itself, checkout, and the review and follow-up afterwards.
Looking at the experience as one continuous path, rather than isolated moments, shows where to act. The costliest problems, in terms of bad reviews, often start with friction in pre-arrival messages or at check-in, not with the room itself.
In practice: map your current guest journey step by step and note where guests ask the most questions or show the most confusion. Those are the steps to simplify first, and often the best places for a timely upsell too.
Simple hotel property management software for independent hotels, chains and groups.
Try it in your hotel