The guest journey is the full arc of a guest's relationship with a property, from the first search to the review they leave after they've gone home. It runs through six stages: booking, pre-arrival, arrival and check-in, the stay, check-out, and post-stay. Each stage is a cluster of touchpoints, the moments where a guest hears from the property or reaches out to it.
Mapping the guest journey means laying those stages out and deciding what happens at each one: the booking confirmation, the upsell offer before arrival, the check-in link, the mid-stay message, the review request afterward. A property that maps its journey meets guests at the moment they actually need something, instead of hoping they find their own way. Akia works every one of those touchpoints from a single thread, so the whole journey reads like one conversation.