The Guest Journey: Why understanding this path is essential to the success of your hotel.

Reading time: 2 minutes

Hospitality goes far beyond check-in and check-out. Each guest travels a path - consciously or not - until they choose your hotel, make a reservation, experience the stay, and, finally, decide whether to return or recommend the service. This path is what we call the Guest Journey, and understanding each stage is essential if you want to stand out in the hotel market.

What is the Guest Journey?

The Guest Journey is the set of stages that a person goes through from the moment they identify a need (such as traveling for leisure or business) to the post-stay period. The stages of this journey are divided into five parts. They are

1 - Discovery

When the potential guest starts looking for accommodation options.

2 - Consideration

They evaluate alternatives, compare prices, read reviews, and visit the hotel's website.

3 - Booking

The decisive moment is when they choose their hotel and book.

4 - Stay

The complete experience inside the hotel, from the service to the services offered.

5 - Post-stay

And finally, the post-stay, which includes feedback, evaluations, loyalty, and possible referrals.

Why is it so important?

Understanding this journey allows hotels to

Optimize its marketing and distribution channels, investing in what generates conversion.

Improve the guest experience by creating personalized actions at each point of contact.

Reduce friction and increase satisfaction by anticipating customer needs and expectations.

Build guest loyalty by turning good experiences into new bookings and organic referrals.

How did the guest get to your hotel?

Knowing where the guest came to you - whether through OTAs, social media, Google, your website, or referrals - is strategic information. It helps to

Measure the performance of your acquisition channels.

Better invest your marketing budget.

Adjust your communication to each type of audience.

How can Erbon PMS help you with the Guest Journey?

The Erbon PMS platform is integrated with distribution and marketing tools such as Omnibees, Myhotel, Vega I.T., Webspot, Asksuite, among others, which make it possible to map this journey more precisely, offering concrete data for intelligent decisions.

The guest journey is a golden opportunity to turn simple visitors into fans of your hotel. By understanding each stage of this journey, you can create a more strategic, humanized, and results-focused operation. And with the right technology, like Erbon's, this process becomes clearer, more efficient, and scalable.

Want to map your guests' journey and turn data into growth?

👉 Schedule a demo with our team and find out how Erbon can help your hotel evolve.