---
title: Use this hotel customer journey map for better guest experiences
description: Improve guest experiences and boost venue sales with our hotel customer journey map. Understand and optimise each touchpoint, from booking to check-out.
image: https://blog.ivvy.com/hubfs/Untitled%20design%20(89).png
---

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![a man checking in to a hotel, talking to a receptionist. A woman with a handbag in the foreground.](https://blog.ivvy.com/hubfs/hotel%20customer%20journey%20map%20blog%20header.png "a man checking in to a hotel, talking to a receptionist. A woman with a handbag in the foreground.")

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# Use this hotel customer journey map for better guest experiences

Posted on 16 December 2025

[Templates and Resources](https://blog.ivvy.com/blog/tag/templates-and-resources) 

        

Our hotel customer journey map is your guide to staying ahead of the chaos.

It helps you understand when guests and [event planners](https://blog.ivvy.com/blog/essential-time-management-tips-for-busy-event-planners) interact with your hotel, and how you can optimise each stage of their journey for more [venue sales](https://blog.ivvy.com/blog/venue-sales-software-features-to-boost-event-bookings) and greater guest experiences. 

[![DOWNLOAD NOW](https://no-cache.hubspot.com/cta/default/5854099/interactive-199389562804.png)](https://cta-service-cms2.hubspot.com/web-interactives/public/v1/track/redirect?encryptedPayload=AVxigLKbSQy%2BqCuaxRWjixEnai7%2Bk%2BAdYJkful8u6ZWOU8s8%2BCcgjMuxTTnhcJtTjFQshFMiX3%2FNHqA22zmEX%2FJFDWjwZ3h5iUz4xA0frgT%2B0ZK7twvNEVLVb3PwDrugR9H8K1EZ49Y9yErXI8GbJJmA3%2BxY2%2BBurf7TA4PZbcFgB%2BDCrvVHKlQNLds0ZRujEF3HiJdEifFKcPsgckRGRPuuqkHYBjnpqyfGurreDYojG6FcsqeLKvkcXDSBS%2FeE3DF1f4rA0tGkztqfcQ8ybSZN&webInteractiveContentId=199389562804&portalId=5854099)

**It started with a missed email.** 

The wedding planner had updated the run sheet, but banquet staff never got the memo. The front desk didn’t know the group was arriving early, and housekeeping was still turning over rooms. By the time the bride walked in, the welcome signage wasn’t ready, the AV tech was scrambling, and the guest experience was already off track. 

Sound familiar? 

If you’ve ever watched a perfectly planned event unravel because one touchpoint slipped through the cracks, you know how critical [communication](https://blog.ivvy.com/blog/crisis-communication-plan-template-for-event-planners) is at every stage of the guest journey. 

**What went wrong?** 

It wasn’t the staff, planner, or tech. It was the **lack of a shared view** of the guest journey. Everyone was doing their job, but no one was seeing the full picture.  

A customer journey map is a great way to step into your guest’s shoes and walk through every moment that matters. 

 

| ### **What guests and attendees see (and what you might miss)**  |
| --- |
| ### *Research*  Your future guests and event clients are scrolling and comparing. If your venue info is buried or your reviews are outdated, they’ll move on. This is your chance to show up with clarity through search ads, social media, and a website that has clear, informative content.   ### *Booking*  They’re ready to commit, but if your booking engine is clunky or your packages are confusing, they’ll hesitate. Make it easy. Make it clear. Make it feel like a good decision.  ### *Pre-stay (pre-event)*  This is where you build trust. A simple confirmation email, phone call, or app notification can make guests feel like they’re in good hands. And for event planners? Proactive updates are gold.  ### *Check-in (event day)*  This is your first real impression. If your front desk doesn’t know important information, like there’s a group arriving early, it shows. Use mobile apps, signage, and dynamic run sheets to make guests and attendees feel seen, not shuffled.  ### *Stay (event day)*  Guests want comfort, clarity, and control. Whether it’s room tech, event info, or just knowing who to call for help, communication makes the difference.  ### *Check-out (post-event)*  Don’t let the goodbye be the end. A thoughtful follow-up, a loyalty offer, or even a simple thank-you message can turn a one-time guest into a repeat visitor. And yes, this is when reviews also happen.  |

 

## Why a consistent customer journey matters (especially for venue teams) 

When you’re managing both guest stays and events, the stakes are higher. A missed message can mean: 

- A planner who doesn’t rebook 

- A guest who leaves a bad review 

- A team that feels like they’re constantly playing catch-up 

The journey map helps you connect the dots, so every department knows what’s happening, when, and what to do during each stage of the guest journey. 

### **How to use your hotel customer journey map** 

Download our **hotel customer journey map,** sit down with your team, walk through each stage and ask: 

- What do our guests expect here? 

- What are we delivering? 

- Where are we missing opportunities to deliver better experiences? 

Once you have your answers, build out your [sales](https://blog.ivvy.com/blog/ebook-how-to-increase-your-venue-sales) and messaging strategies, from pre-arrival emails to post-event follow-ups, and start turning touchpoints into trust. 

[![DOWNLOAD NOW](https://no-cache.hubspot.com/cta/default/5854099/interactive-199389562804.png)](https://cta-service-cms2.hubspot.com/web-interactives/public/v1/track/redirect?encryptedPayload=AVxigLKbSQy%2BqCuaxRWjixEnai7%2Bk%2BAdYJkful8u6ZWOU8s8%2BCcgjMuxTTnhcJtTjFQshFMiX3%2FNHqA22zmEX%2FJFDWjwZ3h5iUz4xA0frgT%2B0ZK7twvNEVLVb3PwDrugR9H8K1EZ49Y9yErXI8GbJJmA3%2BxY2%2BBurf7TA4PZbcFgB%2BDCrvVHKlQNLds0ZRujEF3HiJdEifFKcPsgckRGRPuuqkHYBjnpqyfGurreDYojG6FcsqeLKvkcXDSBS%2FeE3DF1f4rA0tGkztqfcQ8ybSZN&webInteractiveContentId=199389562804&portalId=5854099)

 

## Related Articles

<https://blog.ivvy.com/blog/free-event-sales-cheat-sheet-use-these-metrics-to-increase-revenue>

### [Free event sales cheat sheet: use these metrics to increase revenue](https://blog.ivvy.com/blog/free-event-sales-cheat-sheet-use-these-metrics-to-increase-revenue)

<https://blog.ivvy.com/blog/venue-sales-software-integrations-to-boost-bookings>

### [Venue Sales Software Integrations to Boost Bookings](https://blog.ivvy.com/blog/venue-sales-software-integrations-to-boost-bookings)

<https://blog.ivvy.com/blog/ebook-how-to-increase-your-venue-sales>

### [eBook: How to Increase Your Venue Sales](https://blog.ivvy.com/blog/ebook-how-to-increase-your-venue-sales)

<https://blog.ivvy.com/blog/free-download-the-stadium-venue-playbook-how-to-maximise-your-event-bookings>

### [Free Download: The Stadium Venue Playbook for Event Bookings](https://blog.ivvy.com/blog/free-download-the-stadium-venue-playbook-how-to-maximise-your-event-bookings)

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