Optimise your hotel guest journey
SabeeApp's ebook on how to run the hotels of the future: practical tips and recommendations for every stage of the stay, from first search to post-stay follow-up.
In-stay engagement is where an ordinary stay becomes a returning guest.
The guest journey represents the complete experience a hotel guest goes through: from first discovery and booking, through pre-arrival, stay, and departure, to post-stay follow-up. By mapping and optimising every touchpoint, hoteliers can deliver memorable stays, streamline operations, increase guest satisfaction and boost direct bookings.
The guest journey is the cornerstone of any successful hotel, and in-stay engagement is a key factor in shaping it. Hoteliers have a unique opportunity to make a lasting impression on their guests during their stay, and automation is what makes that possible without adding work for the team.
A focused guest journey strategy transforms ordinary stays into loyal returning customers.
What an optimised guest journey gives back
Three things change when the journey runs on automation instead of manual follow-up.
Satisfied guests
By minimising waiting times and improving communication, you can dedicate more of your valuable time towards crafting exceptional experiences for your guests.
Reduced admin
By streamlining workflows and automating repetitive tasks, you can liberate your staff from the monotonous and time-consuming aspects of administration.
Increased revenue
By offering opportunities for commission-free bookings and upselling, as well as nurturing open communication with guests, you can effectively broaden your revenue streams.
From discovery to the review after
SabeeApp offers a full suite of tools to help enhance guest experience and simplify hotel administration. Explore below how guests will experience your hotel using SabeeApp solutions.
Stage 01
Discovery and research
Increase your property's visibility across multiple sales channels with seamless connectivity. Optimised pricing tools keep competitive rates up to date, so you meet guests where their journey starts online and build early trust.
Stage 02
Booking
Reservations and rates are synchronised in real time, 24/7, across all channels. Guests always see accurate availability, prices, and policies, no matter where they book, while your staff avoids overbookings and manual updates.
Stage 03
Pre-stay
Rooms are assigned automatically to individual and group bookings to maximise occupancy. Guests receive personalised pre-arrival emails with directions, check-in time, and contact details, so they feel informed before they arrive.
Stage 04
Arrival
Guests receive a virtual room key in advance for a smooth, contactless check-in. Opening the door for the first time triggers onboarding automatically, and real-time room status keeps housekeeping and front desk coordinated.
Stage 05
During stay
Guests are prompted to share instant feedback 30 minutes after onboarding, so staff can respond quickly. With GuestAdvisor, guests request services, message the front desk, and pay from their own device.
Stage 06
Online checkout
Departure is easy and queue-free. Guests get a reminder and complete payment and checkout from their phone. Room status updates instantly in the PMS and housekeeping schedule, so turnover stays fast and synchronised.
Stage 07
After stay
A personalised thank-you message invites a review and offers a deal on future direct bookings. Post-stay reports are generated automatically, helping managers analyse performance and spot service improvements.
See all seven stages in full
The eBook walks through each stage with the workflows, timings, and messages behind it.
Download eBookTrusted by the biggest players in the travel industry.
With 70+ OTA connections, SabeeApp lets you connect your property to all major booking platforms, including Booking.com, Airbnb, Expedia, Agoda and Hostelworld. Manage every channel from one dashboard and keep your listings perfectly synced, in real time.
- 70+OTA connections, synced in real time
- 70+countries where SabeeApp is in daily use
- 6,000+properties running their operation on SabeeApp
- 7journey stages covered end to end
What you'll take away from this eBook
Get started with optimising your internal processes today, and give your guests a stay they will want to repeat.
- I Elevate every stage of the journeyDiscover how to lift each stage of your hotel's guest journey with automation tools that drive satisfaction, loyalty, and revenue.
- II Streamline operations and personalise staysLearn expert-backed strategies to simplify operations, personalise stays, and boost direct bookings through a frictionless guest experience.
- III Actionable insights and tech tipsGet real-world examples and technology recommendations from SabeeApp to future-proof your guest experience in a digital-first world.
Get a free copy of our Guest Journey eBook
Our ebook offers valuable insights and strategies for hoteliers aiming to optimise their processes: practical techniques to minimise waiting times, improve communication, and dedicate more of your time to creating exceptional guest experiences.
- The seven stages of the guest journey, mapped end to end
- Automation workflows for pre-arrival, in-stay, and post-stay
- How contactless check-in and mobile keys remove queues
- Ways to turn a completed stay into a direct booking next time
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FAQ
The guest journey, answered
The guest journey is the complete experience a traveller 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, digital or in person, that shapes the guest's perception and satisfaction. Understanding this journey allows hoteliers to deliver more seamless, personalised 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, booking, pre-arrival, check-in, during stay, checkout, and post-stay. Each phase has key touchpoints where communication, service, and technology can improve the experience. Recognising these stages helps hoteliers optimise operations, personalise interactions, and improve conversion and retention rates.
Technology enhances each stage of the 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 personalises stays while reducing staff workload.
SabeeApp increases visibility and streamlines booking with real-time synchronisation across OTAs and direct channels. The 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 optimise occupancy and sends pre-arrival emails with 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 straight 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.
The 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 organised and actionable.
Guests can check out online, avoiding queues. 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, and management can access detailed post-stay reports.
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.
SabeeApp supports every touchpoint of the guest journey, from booking to post-stay follow-up. Its automation reduces manual tasks, while the Booking Engine, GuestAdvisor, and PMS integration improve guest satisfaction and operational flow. With real-time syncing, smart communication, and built-in upsell opportunities, hotels can deliver excellent guest experiences and boost direct revenue.
Less admin. More revenue.
See how SabeeApp shapes the guest journey for independent hotels, apartments, and hostels in 70+ countries.