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What is the Guest Journey?

Updated over 2 weeks ago

The Guest Journey intends to ensure a seamless experience for your guests, from pre-check-in to post-stay.

This journey comprises the Boarding Pass and the Message Automation:

Boarding Pass

  • Guest Verification: Requirements to verify the guest's identity and booking.

  • Fees: The fees that apply to a specific booking based on a set of conditions.

  • Upsells: Other methods that you could use to boost your revenue.

  • Local Services: Services that you are affiliated with and get a percentage of the guest's payment to that service by using your affiliate link.

  • Check-in Instructions: The step or series of steps to access the property.

  • Wi-Fi: Information about the listing's network.

  • Guidebooks: Additional instructions to make the guest's stay comfortable and share your best recommendations for their stay.

  • Check-out Instructions: The step or series of steps to take when leaving the property.

Message Automation

  • Booking Confirmation: Confirm the guest’s reservation, share key details like dates and fees, request ID verification if needed, and set expectations for the next steps to follow in the boarding pass.

  • Pre-Check-in: Send a friendly reminder before arrival to complete the boarding pass, and highlight upsell options or local services the guest might enjoy.

  • Check-in: Welcome the guest on arrival day, remind them to check the boarding pass for clear check-in and access instructions, and include important details like Wi-Fi and contact information.

  • During Stay: Check in to ensure the guest is comfortable, remind them of the guidebooks and upsells, and offer quick help or local recommendations if needed.

  • Check-out: Send a reminder about check-out time, remind them to check the boarding pass for clear departure instructions, and make it easy for guests to share feedback or request assistance.

  • Post-stay: Thank the guest for their stay, invite them to leave a review, and encourage them to book again.

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