Hotel Technology Solutions. Simplified.
Hotel Technology Solutions. Simplified.
Why overlooked touchpoints may be the real key to guest satisfaction
The guest journey doesn’t begin at the front desk, and it doesn’t end at the guestroom door.
Today’s travelers experience a hotel in dozens of small moments, many of which happen before check-in or after checkout. These in-between touchpoints are where expectations are set, impressions are formed, and loyalty is either built or lost.
Hotels that optimize these transitional moments aren’t just making guests more comfortable. They’re reducing friction, boosting operational efficiency, and often unlocking new revenue.
Let’s break down where some of these moments live and how smart planning and tech-forward thinking can help.
Whether guests arrive via airport shuttle, parking garage, or ride-share drop-off, the arrival experience sets the tone for everything that follows.
If a guest is left wondering Where do I wait? When will the shuttle come? or Why do I need to call the hotel just to find out?, the stay starts with stress.
Solutions like real-time shuttle tracking, self-serve ride bookings, or scheduled pickups help guests feel cared for before they even step inside. Even simple tools like automated pre-arrival texts with instructions can prevent frustration and reduce front desk call volume.
For drive-in guests, the parking lot is the true first touchpoint. But it’s rarely treated with the same care as the lobby or entryway.
Is parking clearly marked? Is the payment process smooth and mobile-friendly? Is the lighting adequate? These seemingly minor factors can influence a guest’s perception before they even reach the check-in desk.
Some properties have started to take this a step further—generating revenue from underutilized parking by renting spaces to the public during off-peak hours. But even without monetizing, treating parking as a guest-first amenity is a meaningful upgrade.
Few things frustrate a modern traveler more than a dying phone battery or an EV with nowhere to charge. And both problems are solvable.
Adding more accessible power outlets in public areas (including the shuttle stop) can have an outsized impact. As for EVs, demand is growing fast. While full-scale charging stations may sound complex, many vendors now offer turnkey solutions with installation, maintenance, and guest support included.
It’s not just about tech—it’s about meeting expectations.
Guests are often surprised by how hard it can be to get help with bags, find a bike to rent, or grab a drink late at night. These small friction points can leave a lasting impression—and often they’re moments where hotels could actually shine.
The rise of self-service options—like branded bike rentals, grab-and-go shops, or app-based amenity bookings—can help hotels offer more without asking more of staff. The key is to make these things feel like part of the experience, not an afterthought.
Even something as basic as clearly labeling where to find a luggage cart can make a difference.
Unanswered questions are the hidden enemy of satisfaction.
What’s the Wi-Fi password? When does the shuttle run? Can I get late checkout? If a guest has to stand in line, make a call, or search the website to get an answer, you’ve already lost a little trust.
Proactively communicating this information through digital messaging or a simple guest-facing dashboard can dramatically improve the flow of a stay. Even automating FAQs or service updates by text can free up staff while keeping guests in the loop.
It’s easy to focus on the main event (the bed, the service, the amenities). But in reality, it’s the moments between the moments that shape a guest’s emotional memory of your property.
By identifying the friction points between arrival and check-in, between checkout and departure, or between need and resolution, hotels can start building journeys that feel not just welcoming, but intentional.
And in a world where travelers have more choices than ever, that may be your biggest competitive advantage.