The digital guest journey: from first click to last impression
The journey starts long before the guest walks through the hotel doors. When a potential guest starts their research and visits your website, they are greeted by your WBE (web booking engine), which acts as a digital shop window for your business. A modern and user-friendly booking engine that is part of the same platform as the hotel's PMS not only delivers real-time information on availability and rates, it also creates the first impression of the hotel's digital service level.
Providing a modern, simple and functional WBE gives the guest the first impression of your hotel. It presents the level of service your establishment provides. In the WBE, the guest should be able to explore and select room types, easily filter on availability, see descriptions, details and pictures, and view and add additional services to enrich their stay.
Personalisation and data-driven service
Intelligent guest profiling
An advanced reservation system acts as a central hub for valuable data. By collecting and analysing information about guests' preferences, past stays and booking behaviour, the hotel can create in-depth guest profiles. This data enables a new level of personalisation where every interaction can be tailored to the individual guest's needs and preferences.
For returning guests, the experience can be even more refined. With automatic recognition at the time of booking, you can proactively offer their preferred room type, special diet or other preferences noted from previous visits. This creates a sense of extra service and care that is invaluable for building long-term relationships.
Improving operations and productivity through automation
Communication, service and administration
One of the strengths of a modern hotel platform lies in its ability to automate and coordinate different service functions. When PMS, POS, WBE, CRM and other operational systems are on the same platform, an environment is created where information is available between different departments and parts of the system. A unified platform can, for example:
- Automate welcome messages with relevant information sent at optimal time before arrival
- Room service and other additional services can be ordered directly on your mobile phone without manual handling and will automatically be sent to the right person/department.
- Cleaning schedules are automatically optimised based on check-in/check-out times.
- Restaurant, spa and car park bookings are added directly to the room rate
- Suggestions for upselling both before and during the stay based on previous preferences.
- Possibility to check out digitally where all costs from different departments are already collected and the payment can be done directly online.
WBE PMS Self-service Dialogue Analyses POS
All online bookings are managed in the same platform as the PMS. A single true source for your data.
A powerful platform that combines your PMS, WBE, POS, CRM and channel manager. All systems and data in one place.
Checking in and out, making payments, updating information, adding extra services. Everything is easily managed by the guest.
Improve your guest communication. Information, reminders, suggestions for extra services and marketing. All easily automated in our powerful communication suite.
Reporting tools with great flexibility to create the reports and statistics you need.
Payments on site, online payments. Card, Swish, bank transfer, Apple Pay, etc. All included.
A platform.
For all systems.
Online booking in your PMS.
All online bookings are managed in the same platform as the PMS. A single true source for your data.
All in one place.
A powerful platform that combines your PMS, WBE, POS, CRM and channel manager. All systems and data in one place.
Let the guests help themselves.
Checking in and out, making payments, updating information, adding extra services. Everything is easily managed by the guest.
Communication that engages.
Improve your guest communication. Information, reminders, suggestions for extra services and marketing. All easily automated in our powerful communication suite.
Get insights from your data.
Reporting tools with great flexibility to create the reports and statistics you need.
All types of payments.
Payments on site, online payments. Card, Swish, bank transfer, Apple Pay, etc. All included.
How OTA bookings affect hotel operations and guest experience
Bookings via OTA
An OTA (Online Travel Agency), such as Booking.com and Expedia, acts as a digital intermediary between hotels and guests. Guests search and book accommodation through the platform and the booking information is automatically transferred to the hotel's PMS (Property Management System) via a Channel Manager.
A study from SiteMinder Changing Traveler Report 2025 showed that as many as 52% of guests cancel a started online booking because of a bad booking experience.
Touch points for OTA bookings
When a guest books through an OTA, there are several important points to keep in mind:
- Booking information is automatically sent to the hotel's PMS (Property Management System) to ensure correct handling of guest data.
- Communications with the guest is often done via the OTA's messaging system, which may limit the hotel's ability to establish a direct relationship.
- Pricing and availability is managed through dynamic pricing and is synchronised between PMS and OTA to keep information updated in real time.
- Additional sales and extra services can be a challenge, as OTA platforms sometimes limit the possibility to sell additional services directly in the booking flow.
1. the guest makes a booking via an OTA (e.g. Booking.com, Expedia)
- The guest searches for accommodation and chooses a hotel.
- The booking is confirmed by the OTA, and the guest receives a confirmation by email/SMS.
- The OTA sends the booking information to the PMS via the Channel Manager.
2. PMS receives the booking
- PMS updates availability in real time to avoid double bookings.
- The booking details are recorded in the system and synchronised with the hotel's internal data.
- Automatic rules can be activated (e.g. dynamic pricing, payment terms).
3. Guest arrival and check-in
- PMS generates a check-in request or reminder via email/SMS.
- The guest's data can be automated into the hotel's system (e.g. personalised preferences, payment details).
- Possibility of online check-in (if supported by PMS).
- The front desk will confirm the guest's arrival and provide the room key/code.
4. Guest stay and interactions
- Guest data can be used to create a personalised experience (e.g. preferred room temperature, minibar preferences).
- Any additional services (room service, spa, restaurant bookings) are recorded and managed by PMS.
- PMS updates the guest account in real time and collects billing data.
5. Check-out and payment
- Automatic check-out reminders are sent via PMS.
- Guests can check out online or at the reception.
- PMS compiles the invoice and synchronises the payment with the hotel's accounting system.
- If the payment was made via OTA (e.g. prepaid accommodation), PMS handles the accounting and any final invoicing.
6. After the stay - Guest feedback and follow-up
- PMS can automatically send a guest review request via email or SMS.
- The system can also trigger marketing actions (e.g. discount on next booking, loyalty programme).
- The OTA is updated with guest reviews and any feedback to the hotel.
7. update on availability and price for future bookings
- After check-out, the PMS releases the room and updates the availability in Channel Manager.
- Prices can be adjusted automatically based on occupancy and demand.
- New guests can now book the room via OTA or directly via the hotel website.
Measurable results and continuous improvement
The data generated by the cloud-based booking system also provides valuable insights for business development. By analysing booking patterns, feedback and service usage, hotels can continuously refine their offers and processes. This creates a positive development spiral where every interaction with the guest contributes to making the service even better for future visitors.
The future of the hotel experience is here and now
As digital solutions become increasingly important, a technologically advanced booking system is no longer a luxury, it is a necessity to meet guest expectations. The system becomes crucial in many aspects of the guest experience. From the first booking to after check-out.
For hotel businesses that want to stay competitive, investing in the right technology is essential. A modern reservation system not only delivers efficient administration. It creates the foundation for positive guest experiences by combining automation with personalised service in a way that both meets and exceeds guest expectations.
