FOR BOUTIQUE HOTELS READY TO OWN THE JOURNEYGuest Journey Design
at Your Service
We design the communication systems behind the guest journey for boutique hotels—helping you drive more direct bookings, strengthen guest relationships, and create more reasons to return.
Stay Awhile—Explore Our Guest Services
Build a guest experience that keeps guests connected long after checkout. Start with an audit to uncover gaps across the journey and identify where better communication can strengthen relationships and drive more direct revenue.
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A 2-week engagement taking a deep dive into your Property Management System, customer data, and current integrations to understand what’s broken or missing in your customer journey and limiting your potential to show up.
We recommend all clients start here prior to engaging in a build and implementation to understand exactly the challenges that are posed. All audits are credited to a build and implementation project.
Here’s What You’ll Receive:A PDF deck with audit findings to include strengths, opportunities, and weaknesses.
3 to 5 actionable insights your team can implement immediately (or we can do it for you)
60-Day Roadmap for a course of action to implement changes, tools, and which KPIs to track
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Once we’ve completed the audit, we dive into action to implement our findings and insights to refresh, or completely design, your guest experience through automated workflows within 8 to 12 weeks.
Here’s What You’ll Receive:Guest Journey Mapping to understand how your guests experience your property through digital interactions.
Branded email templates & email style guide
Up to 5 core automated workflows
Platform set-up, PMS integration, and backend optimization
Guest list optimization and segmentation for cleaner engagement opportunities
Team training for final handoff
30 Days of support upon activation
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Ongoing strategic engagement working collaboratively with teams to ensure brand consistency, meeting seasonal goals with intentional planning.
Here’s What You’ll Receive:Monthly strategy planning sessions
Async access via private Slack
Campaign planning and KPI benchmarks
Quarterly performance review
Did you know…
OTAs accounted for 63.4% of independent hotel bookings in 2025—while taking an average 15–25% commission per booking.
What happens after that first stay is where you take the relationship back.
Our Approach + Methodology
Bring white-glove hospitality beyond the front desk.
We map the guest journey and design the communications behind it—helping your property anticipate needs, create meaningful revenue opportunities, and stay connected from first touch through post-stay.
Audit & Research
We assess your current acquisition and retention systems to understand how customers are entering, engaging, and falling off—and where the biggest relationship gaps exist.
Customer Journey Mapping
We map the customer journey end-to-end to identify key moments of trust, opportunity, and friction—then define how the relationship should evolve over time.
Strategic Planning & Design
Using our relationship-first framework, we design a lifecycle strategy tailored to your brand —defining what should be said, when, and why, from acquisition to winback flows when they go cold.
Implement & Launch
We implement the strategy inside your email platform, connect with your PMS, test performance, and support your team post-launch with 30 days of support and check-in.
Our strategies deliver true results.
See our cumulative results and impact across we helped our clients achieve across direct-to-consumer, retail, and hospitality.
2.38x
+216.8%
Increase in Welcome Flow Revenue
In Campaign ROI
29%
+26%
86%
+42%
Increase in Total Revenue
Recovered Revenue
Subscriber Conversion
Add-to-Cart Increase
Oh, hey there…questions?
Learn more about how we work with boutique hotels to strengthen the guest journey, improve communication, and build smarter systems for loyalty, retention, and direct revenue.
More questions or ready to get started? Complete our inquiry form to open the line.
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Hey Intercom works with independent boutique hotels, inns, and guesthouses, typically with fewer than 80 rooms, that want to create a more connected guest experience, strengthen direct relationships, and make better use of the communication tools within their tech stack.
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In most cases, yes. The audit helps us understand what’s already happening across your guest journey, where communication gaps or friction exist, and which opportunities should be prioritized before anything new is built.
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Most Guest Journey Audits are completed within approximately two weeks once we have access to the necessary systems, communications, and guest journey touchpoints. Timing may vary slightly depending on the complexity of your tech stack and current workflows.
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Most journey implementation projects take approximately 6–8 weeks, depending on the number of workflows, your existing systems, and how quickly we can access the information and assets needed to build.
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You bet. We start with the systems you already use and determine what can be improved, connected, or better utilized.
If additional tools are needed, we’ll recommend them based on the experience you’re trying to create—not simply because they’re popular.
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We work with a range of email and lifecycle platforms including Klaviyo, Omnisend, Constant Contact, Hubspot, and Braze.
We will evaluate what makes the most sense based on your property’s PMS, integrations (or create a custom API), guest data, and existing workflow.
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Depending on your property, this may include booking and pre-arrival communication, arrival preparation, in-stay messaging, upsell opportunities, post-stay follow-up, review requests, repeat-guest recognition, re-engagement, direct-booking nurture, and other moments across the guest lifecycle.
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Yes. Our Monthly Campaign Advisory service supports ongoing planning, optimization, and guest communication once the core journey is in place.
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Absolutely! We’re collaborative in nature, so we’d love to work alongside your existing team, agency, or technology partners to develop the strategy, build the workflows, and ensure everyone understands how the guest communication system should work moving forward.
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We ask that you come prepared with full brand identity and guidelines, and include any and all hi-res product and lifestyle photography that we can use to immediately understand your brand and resonate with your audience.