Guest Journey

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.