Marketing to your guests isnÕt just about winning them over at planning and at booking. ThereÕs actually seven steps to the customer journey, and technology can help you optimize your marketing, every step of the way. When marketing your hotel to your guests, itÕs tempting to think there are only two phases of the guest journey that matter: planning and booking. As a result, many hotels optimize their technology for just these two stages.

Guest messaging can provide a convenient and personalized way to engage with your guests, if you do it right. Indeed, within the past couple of years, hotel brands big and small have made headlines for their adoption of various messaging channels, as well as for the development of their own messaging systems within existing apps or apps for the purpose of messaging.