Guest Journey Automation is the process of using technology to manage and personalise every stage of a guest's stay. This includes the entire guest lifecycle, from booking to checkout. The technology does all of this automatically, without the need for manual intervention. It combines systems like PMS, CRM, and communication tools to deliver quick, automated interactions and actions based on how guests behave or what they like.
In hotels, guest journey automation makes things more efficient by dealing with routine communications such as confirmations, pre-arrival messages, upsell offers such as room upgrades or additional services, check-in reminders, and requests for feedback after guests have stayed. It ensures a consistent experience for all guests, reduces staff workload, and makes the experience more personal. When it is connected to a PMS, it automatically triggers actions — for example, sending a room-upgrade offer when availability is detected or sharing check-in instructions once a booking is confirmed.
Automation does not replace human service; it improves it by freeing staff to focus on interacting with guests in a way that is personalised.
Viqal's AI automatically communicates with guests. It detects what guests want and when they want it so that it can choose the right words and offers at the right times. In addition, it enables hotel managers to set up reminders for guests about important procedures.
