Awe-Inspiring Secrets to Create an Exceptional Guest Experience with Online Hotel Booking

Features | 1 Aug 2023

your guests entering your hotel and being greeted by a roaring dragon at the reception desk or finding a secret passage leading to a candy-filled room. Sounds fantastic, doesn’t it? While we might not be able to conjure up magical creatures or hidden candy rooms, we've got something even better for you—5 secrets to create an exceptional guest experience with their online hotel booking journey!

Buckle up because we're about to dive into a world of seamless online booking, personalised communication, warm welcomes, exceptional room experiences, and surprising your guests with jaw-dropping delights. Get ready to leave your guests amazed and make them shout, "Wow, what a journey!"

Understanding online hotel booking journey and how you can improve it

The hotel booking journey is a multi-step process that guests go through from the initial dream phase to the post-stay sharing phase. Each phase presents unique opportunities for hoteliers to enhance the guest experience and leave a lasting impression. By understanding these phases and implementing strategies to improve them, hotels can provide an exceptional booking journey for their guests. Let's dive deeper into each phase:

1. Dream Phase - Tap into their Vision

The dream phase is where potential guests start envisioning their ideal getaway or travel experience. Travellers may have a specific destination in mind or a general idea of the type of vacation they want. Hoteliers can tap into this phase by showcasing the unique selling points of their property with stunning images, compelling descriptions, and captivating storytelling on their website & social media platforms. Highlighting the hotel's amenities, location, and special features can capture the imagination of the potential guests and inspire them to book a stay with you.

2. Research Phase - Strengthen your Presence

Once guests have a general idea of their desired destination or experience, they enter the research phase.

  • They search for hotels, compare options, and read guest reviews to make an informed decision.
  • A leading channel manager for hotels can enhance this phase for hotels by ensuring their brand appears on popular hotel booking sites along with guest reviews.

Providing accurate and up-to-date information about the property is crucial, including room types, amenities, rates, and policies. Utilising high-quality visual content, such as photos and videos, can help potential guests visualise their stay and make an informed choice.

Booking Phase - Aim for Seamlessness & Security

The booking phase is the moment when guests make the final decision and complete their reservation.

  • This phase should be streamlined and user-friendly to ensure a smooth booking process.
  • Hotels can optimise their website by implementing intuitive booking forms, clear instructions, and secure payment options.
  • Providing a transparent breakdown of costs, including any additional fees or taxes, helps build trust with guests.

Offering flexible cancellation policies and the ability to modify reservations can also alleviate guests' concerns and increase their confidence in the booking. A hotel channel manager can play a pivotal role in streamlining and elevating the entire guest experience of booking an online hotel.

Experience & Sharing Phase - Connect & Engage

The experience phase is when guests arrive at the hotel and enjoy their stay. Hoteliers should focus on providing exceptional customer service, personalised experiences, and exceeding guest expectations during this phase.

  • By anticipating guest needs, addressing requests promptly, and going the extra mile to create memorable moments, hotels can leave a lasting impression.
  • Encouraging guests to share their positive experiences through reviews, social media, or word-of-mouth can generate positive buzz and attract future guests.
  • Improving the online hotel booking journey requires a holistic approach covering each guest experience phase.

By understanding the guest's perspective, offering personalised recommendations, maintaining transparent communication, and providing exceptional service, hoteliers can create a remarkable journey that enhances guest satisfaction and fosters long-term loyalty.

Embracing technology, leveraging guest data, and continuously seeking feedback can further refine and improve the booking journey, ultimately leading to increased bookings and a positive reputation for the hotel.

5 Tips to Improve Guest Experience During Online Hotel Bookings

1. Seamless Online Booking Process

Let's face it: nobody wants to jump through hoops when booking a hotel. Make your guests' lives easier by offering a seamless online hotel booking process.

  • Your website should be a user-friendly haven, where guests can effortlessly navigate and book their stay.
  • Clear instructions, intuitive design, and hassle-free forms are key.
  • Don't forget about multiple payment options! Guests love having choices, whether credit cards, digital wallets, or even the option to pay in unicorn tears (okay, maybe not that one).

Also, let's not ignore the mobile users—

  • Ensure your website is optimised for mobile devices. After all, your guests' thumbs deserve a smooth booking experience too!
  • Having a channel manager for hotels enhance the process of making a hotel reservation.

Personalised Communication

Gone are the days of generic email blasts. Today, it's all about personalisation!

  • Collect guest data (with their consent) and use it to your advantage.
  • Send pre-arrival emails that make your guests feel like VIPs.
  • Address them by name, mention their preferences, and offer tailored recommendations for local attractions or dining options.
  • Show them you're not just another faceless hotel—they matter to you!

Respond promptly and with a personal touch when they reach out with inquiries or requests. It's the little details that make a big difference.

Creating a Warm Welcome

First impressions matter, so let's make them count! Train your staff to be the epitome of friendliness.

  • A warm smile and a genuine "Welcome!" can do wonders.
  • Surprise your guests with complimentary welcome amenities like a refreshing drink or a delicious snack upon arrival.

let's not forget about a smooth check-in process. Nobody wants to wait in an endless line or fill out mountains of paperwork. Streamline the process and make it as efficient as possible, so your guests can start their adventure immediately.

Exceptional Room Experiences

Once your guests enter their rooms, ensure they feel like they've entered a haven of comfort and luxury.

  • Maintain high cleanliness and hygiene standards (nobody likes unexpected surprises under the bed).
  • Ensure the rooms are well-equipped with amenities catering to your guest's needs and desires
  • Whether plush bedding, a well-stocked minibar, or state-of-the-art technology.
  • Consider offering additional services that go above and beyond, like a personal concierge or a bedtime story hotline (yes, adults love bedtime stories too!).

Don't forget those personal touches—the handwritten welcome note or the carefully curated playlist to set the mood. It's the little things that create unforgettable memories.

Delighting Guests with Special Surprises

Here comes the—surprising your guests with moments they'll cherish forever! Be an experienced magician and create unexpected delights.

  • How about surprising them with a room upgrade or a complimentary spa treatment?
  • Maybe leave a trail of chocolate-covered strawberries leading to their door?

Think outside the box and let your creativity run wild. Acknowledge and celebrate special occasions like birthdays or anniversaries with personalised gifts or decorations. Make your guests feel like they're part of a whimsical adventure where every turn brings a delightful surprise.


In the competitive world of hospitality, providing an exceptional online hotel booking journey is key to guest satisfaction and loyalty. By streamlining the booking process, personalising recommendations, utilising engaging visual content, ensuring prompt communication, and offering pre-arrival and post-departure care, hoteliers can create unforgettable guest experiences. Investing in each phase of the journey cultivates lasting impressions, positive reviews, and repeat bookings. Elevate your guests' experiences and establish your hotel as a standout destination by implementing these awe-inspiring secrets.

Subscribe to News
Have you already switched to Google Analytics 4? If not, or if you have any questions about switching to the new system, this article will help you with answers and advice from our guest expert, Thierry Geissmann.
Features | 17 Jul 2023
Reach more clients on a worldwide basis - this is the idea behind the use of GDS. For this to work, good content is crucial on these platforms.
Features | 9 Jul 2023
A booking engine could be the most powerful piece of software your hotel ever invests in. This is because, when used in the right way, a booking engine has the power to revolutionize the way your hotel connects with new guests, ensuring your rooms are filled and driving up revenue.
Features | 1 Aug 2023