The hotel booking journey covers all the steps a traveler takes before booking or is there something more to take into consideration? In the past I have written a post dedicated to this topic, which is always so important and relevant for the brand reputation and revenue of a hotel structure.

The Hotel booking journey is made up of five phases and you can experience it at a hotel or extra-hotel facility:

Sharing

Something all of us usually make is to post social media updates and write reviews to share your experience with others, relatives, friends or colleagues.

These stages belong to the guest cycle, topic already treated in the past (more in the italian version).

The term “guest cycle”, which I have written about in the past, refers to the period spanning from a guest’s initial contact to his/her departure. This period, which can be quite lengthy (especially when dealing with international guests), encompasses all the activities and operations carried out by front and back office staff throughout every interaction with, and instance of assistance provided to, the guest.

• Pre-Arrival: all the steps made before booking, including searching – comparing and final decision
• Arrival: welcoming the guest at front-desk, check-in and live-in
• Occupancy: using hotel facilities, breakfast and/or other meals, housekeeping,
• Departure: setting bills and final payment
• Post-departure: sending thank-you messages, post-stay survey, managing loyalty program.

The pre-booking (or pre-arrival) phase can also occur in cases of booking through an OTA (Online Travel Agency), a travel agency, a tour operator, or a GDS (Global Distribution System).

In such scenarios, the guest might book first and then reach out to us, though they could also choose to cancel at a later stage. Alternatively, a guest might use an intermediary platform that allows him to send a message directly to the potential hotelier or host to request further information or specific requests before deciding whether or not to proceed with a booking.

The second phase, “arrival” corresponds to the guest’s arrival, during which he will naturally make some observations about the property while checking in. This stage is equally delicate, as it encompasses all guest-assistance tasks, from the initial welcome and brief interaction to the registration of personal data, compliance with privacy regulations, and the assignment of a room.

It looks like so obvious, but not always it occurs in this way and every guest can live and feel something different compared with what he expected. I’m talking about the guest satisfaction.

We have about 24 hours from the customer’s arrival to surprise or enthuse him/her or let him/her perceive a “yes, nice but I thought better”… Everything can make the difference, from the comfortable mattress to a selection of available pillows (or too low) up to unwanted noise, strange smells perceived etc

The welcome stage

is a crucial phase, during which front-office staff must do their utmost to put the guest at ease and make them feel truly welcome. This requires the right blend of courtesy, efficiency, and speed, both in handling routine procedures and in resolving any unexpected issues. It is from these initial moments that a relationship of trust begins to form, which may ultimately lead to guest loyalty.

This is followed by the “live-in” phase, the period, short or length, during which the guest stays at the property and makes use of the various services provided.

Finally, there is the “phase-out“, the moment when the hotel reservation comes to an end as the guest prepares to depart. At this stage, the guest settles their final bill in accordance with the terms agreed upon at the time of booking, including any additional charges and the tourist tax (now applied in many italian locations).

The post-stay (or post-departure) phase is not always actively implemented, even though staying in touch with our guests is a sound practice. It serves as an elegant way to foster loyalty among guests who were satisfied with the services they received; guests who might potentially return, perhaps drawn by special promotions, specific events, anniversaries, or other occasions.

How could we improve this next phase, not just by focusing on new clients, but by retaining those who already know and appreciate us, thereby optimizing our time and resources for other tasks?

For instance, by using a CRM system or increasing communication via WhatsApp, which is becoming ever more in demand? Or perhaps by leveraging social media channels, not only to build awareness and spark interest, but also to stay top-of-mind and maintain ongoing interaction with our loyal guests?

We can improve our daily work thanks to the AI-tools but when our guest is on-site, it is possible he will come to us many times for various reasons or more information (expecially if we can talk with no problem in English or other european Language).

Would you add something more?

• About
• Latest Posts

Follow me

Luisa Rellini

Backoffice assistant in the field Hospitality and Web on behalf of extra-hotels facilities or commercial companies in Italy or abroad.
Blogger, author of books dedicated to the Room Division

Follow me

Latest posts by Luisa Rellini (see all)

• The Hotel booking Journey: covers all the steps a Traveler takes before booking? - 15 October 2026
• Best Areas to Buy Property in Limassol, Cyprus: Explore Melrose and More - 31 July 2025
• How to Improve Your Hotel’s Online Presence? - 15 April 2022