Guest Journey

The guest journey is the sequence of touchpoints between a property and a guest, from search and booking through pre-arrival communication, check-in, the stay itself, check-out and post-stay review requests.

In PMS terms

Modern PMS vendors sell guest-journey tooling as a layer over the reservation data: automated pre-arrival messages, online check-in, digital keys, upsells, in-stay requests and review prompts. Much of it is sold by specialist guest-experience vendors that integrate with the PMS, and much of it is being pulled into the PMS itself.