Guest expectations have shifted dramatically in recent years. Instead of waiting in line at reception or filling out paper registration forms, modern travelers want efficient, digital hotel processes – mobile, intuitive, and available 24/7.

The so-called digital guest journey reflects exactly these expectations. It starts long before arrival and doesn’t end at check-out. It covers every digital touchpoint between hotel and guest – and has become a critical success factor. Hotels that embrace digital processes benefit not only from higher guest satisfaction, but also from greater operational efficiency and additional revenue opportunities.

The digital guest journey describes the fully or semi-automated interaction between guest and hotel across the entire stay – from booking to departure.

Typical components include:

• Online check-in & check-out ▸ Guests complete formalities via smartphone, often before arrival.
• Mobile key (digital room key) ▸ Delivered directly to the guest’s phone – contactless, no app required.
• Digital guest directory & communication ▸ Information, offers, and services available anytime online.
• Automated hotel communication ▸ Personalized greetings, upsell offers, or feedback requests sent automatically.

These elements offer maximum convenience for guests – and measurable efficiency gains for hotels.

To implement a digital guest journey, hotels need a solid technical foundation. Three systems are essential:

• PMS with open API ▸ A modern property management system is the backbone. Without integrations, digital processes can’t scale.
• Digital payment solution ▸ Increasingly used for pre-arrival or mobile check-in payments. Secure processing is non-negotiable.
• Compatible lock systems (BLE or RFID) ▸ Mobile keys only work if door systems support BLE/RFID and function without mandatory apps.

Tip: When choosing vendors, look for open APIs, stability, and reliable support. Only then can you ensure a seamless guest journey.

The digital guest journey isn’t just about convenience – it directly drives revenue. Upselling and cross-selling during the pre-stay phase are especially effective.

Examples:

• Breakfast, half board, or dinner packages
• Parking spaces or EV charging stations
• Early check-in / late check-out
• Wellness, spa, or massage services
• Room upgrades

Psychology at play: the closer the stay, the less sensitive guests are to add-on costs. Pre-arrival is the perfect time to offer extras.

Distribution is automated – via email or directly in the online check-in flow. It saves staff time and feels professional.

Hoteliers often ask: Should we choose one all-in-one platform or specialized best-of-breed tools?

Advantages of best-of-breed:

• Deeper functionality per module
• Better fit for hotel-specific processes
• Faster innovation and feature development

Disadvantages of all-in-one:

• Less flexibility
• Vendor lock-in risks
• Limited customization

Conclusion: For flexibility and scalability, modular tools with open APIs are often the better choice – even if integration requires more effort.

Contrary to expectations, it’s often smaller, independent hotels that lead in digital transformation.

Why?

• Faster decision-making
• Stronger personal accountability
• More flexible structures
• Less IT complexity

Popular solutions include self-check-in kiosks, app-free mobile keys, and automated welcome or upselling emails. Even without large teams, processes can be modernized – without sacrificing guest comfort.

Example: A 600+ room hotel digitized over 90% of check-ins with just one person overseeing the front office, thanks to smart process automation.

The digital guest journey is transforming how hotels engage with guests – for the better. The benefits apply to hotels of every size.

• Digital processes enhance guest experience and reduce staff workload.
• The foundation: PMS, payment, and lock systems – ideally API-connected.
• Automated upselling delivers measurable revenue gains.
• Best-of-breed solutions are often more flexible than all-in-one platforms.
• Smaller hotels can adapt digital solutions faster and more effectively.