Optimize your Hotel Guest Journey

The guest journey is the complete experience a traveler has with a hotel, from the first point of discovery through booking, arrival, the stay itself, and post-checkout follow-up. It includes every touchpoint, whether digital or in-person, that shapes the guest’s perception and satisfaction. Understanding this journey allows hoteliers to deliver more seamless, personalized experiences that build loyalty and drive direct bookings.

Mapping and optimising the guest journey helps hotels identify where to improve service, increase upsell opportunities, and enhance guest satisfaction. From a guest’s first online impression to their final review, each step influences their overall perception and likelihood to return. With thoughtful planning and automation, hotels can reduce friction, exceed expectations, and build stronger relationships with guests.

The typical stages include: Discovery (where guests research options), Booking, Pre-Arrival, Check-In, During Stay, Checkout, and Post-Stay. Each phase has key touchpoints where communication, service, and technology can enhance the experience. Recognizing these stages helps hoteliers optimize operations, personalize interactions, and improve conversion and retention rates.

Technology enhances each stage of the guest journey. Contactless check-in and mobile keys reduce queues and improve convenience. Automated emails and upsell offers keep guests engaged before arrival. In-room tablets or apps let guests order services and communicate with staff in real time. Smart tech helps personalize stays while reducing staff workload, giving hotels a competitive edge in service delivery.

SabeeApp increases visibility and streamlines the booking process with real-time synchronization across OTAs and direct channels. Its Booking Engine and Channel Manager ensure guests always see up-to-date availability and rates. Once a reservation is made, the system automatically assigns rooms to optimize occupancy and sends pre-arrival emails with key information—like directions, contactless check-in instructions, and upgrade options.

SabeeApp offers a contactless check-in experience with virtual room keys and automated onboarding. Guests can go directly to their room without visiting the front desk. Real-time housekeeping and room status updates ensure rooms are ready, and staff are informed instantly of guest arrivals. This improves operational efficiency and gives guests a smoother, more modern welcome experience.

SabeeApp’s GuestAdvisor app enables real-time communication, service requests, and mobile payments from any device. Guests receive an automated push notification to share feedback shortly after arrival, so staff can resolve issues proactively. The unified inbox keeps all guest conversations organized and actionable. These features help hotels deliver faster responses, personalized service, and a more engaging guest experience.

Guests can check out online, avoiding queues and improving satisfaction. SabeeApp records checkout details in the PMS and updates housekeeping schedules automatically. After departure, the system sends thank-you messages, review requests, and incentives for future direct bookings. Management can also access detailed post-stay reports to track performance and make data-informed decisions to continuously improve operations.

SabeeApp centralises communication with automated emails, SMS, and in-app messaging throughout the guest journey. Before arrival, guests receive confirmation and pre-stay emails. During the stay, GuestAdvisor enables seamless messaging with hotel staff. All messages are tracked in a single inbox for efficient response management. This ensures consistent, timely, and personalised communication without manual follow-up.

SabeeApp offers an all-in-one platform that supports every touchpoint of the guest journey—from booking to post-stay follow-up. Its automation reduces manual tasks, while tools like the Booking Engine, GuestAdvisor, and PMS integration improve guest satisfaction and operational flow. With real-time syncing, smart communication, and built-in upsell opportunities, SabeeApp empowers hotels to deliver excellent guest experiences and boost direct revenue.