The short-term rental industry has evolved rapidly in recent years. With growing competition and increasingly high guest expectations, a well-designed guest journey is no longer a luxury—it’s a necessity. It directly affects your visibility, booking rate, guest satisfaction, and ultimately, your reviews and referrals.
But what exactly is a guest journey?
Simply put, it’s the full experience your guest has—from the moment they begin searching for accommodation, all the way through to post-stay communication. This includes:
- Searching and booking
- Pre-arrival communication
- The check-in process
- The stay itself
- The check-out experience
- Follow-up and review process
Why improving the guest journey matters
- Higher visibility and more bookings. Platforms like Airbnb and Booking.com reward hosts who provide smooth, high-quality guest experiences. When your guest journey is clear and enjoyable, you’re more likely to receive strong reviews and higher platform rankings.
- Less stress and time saved. Streamlined processes, automated messages, and clear information reduce repetitive questions, last-minute confusion, and misunderstandings—saving time and reducing stress for both you and your guests.
- Better guest satisfaction and positive reviews. People may not always remember what you provided, but they’ll remember how you made them feel. A thoughtful journey makes guests feel welcome, safe, and well-cared-for—leading to better feedback.
- More return guests and recommendations. A smooth and pleasant experience increases the chance of guests returning or recommending your rental to others. Word of mouth remains one of the most powerful marketing tools in hospitality.
Where to start?
Mapping and analyzing your guest journey helps you identify key moments where small improvements can make a big impact. In many cases, just updating your messaging, adding clear instructions, or tweaking your welcome process can significantly boost the guest experience.
Want to discover how to make your rental stand out and attract more bookings?
Let’s talk—Accomly helps small accommodation providers design guest journeys that truly deliver, every step of the way.
