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Hotel-tech glossary

Guest Journey

The end-to-end sequence of guest touchpoints from booking to post-stay.

The guest journey covers every interaction from booking confirmation through pre-arrival messaging, online check-in, in-stay messaging, upsell offers, departure, and post-stay follow-up. Guest-journey software sits on top of the PMS and orchestrates these touchpoints, but vendor scope differs: Duve and Canary ship deeper check-in today, while Guestivo is stronger around live chat, AI concierge, room service ordering, service requests, and upsell with online check-in still roadmap-stage. The PMS owns the reservation; the guest-journey layer owns the guest experience around it.

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Related terms

PMS

Property Management System. The core software that runs hotel operations and reservations.

Guest Messaging

Automated and manual two-way communication with guests across email, SMS, and WhatsApp.

Upsell

Selling room upgrades or add-ons after booking but before or during the stay.

Part of the hotel-tech glossary. Maintained by Maciej Dudziak, founder of Guestivo.