🧭 How to Make Your Guest Journey Feel Personal

Creating a guest communication flow that feels **human and personal** is key to improving the guest experience and boosting engagement. In this guide, we’ll walk you through how to set up a **personalized guest journey** using dynamic content, thoughtful timing, and targeted messaging — so your guests never feel like they’re receiving automated messages.

🛠 Step 1: Create Your Audience

Start by defining the guest groups you want to reach with tailored messages.

1. First-Time Guests

• Go to the Audience section (left-hand menu).

• Click the ”+” button in the top right corner.

• Apply the filter:

• “Count of previous reservations” = 0

• This will help you target first-time guests specifically.

2. Guests With Missing Information

• Create a second audience.

• Add the filter:

• “Missing Information” – select the fields that are important for you to collect (e.g. phone number, nationality, etc.)

• Add another filter: “Reservation status = Confirmed”

These filters help you segment guests based on their needs and your operational goals.

✉️ Step 2: Build Your Journey Campaign

Now that your audience is ready, let’s build a Before Check-In Journey Campaign.

Where to Start:

• Navigate to Campaigns > Journeys

• Select the “Before Check-In” campaign type

💬 Step 3: Personalize Your Message

Choose your preferred channel (e.g. SMS, WhatsApp, Email), and create short, friendly, and human-like messages.

📱 Example Message for First-Time Guests (via SMS):

Hey [Guest Name], this is [Your Name] from [Hotel Name]. I just wanted to quickly ask what time you expect to arrive.

If you use WhatsApp, feel free to reach out to us here: [WhatsApp Link]

⚙️ Setup:

• Audience: Use the one with “0 previous reservations”

• Trigger: Select a random, natural-looking time (e.g. 08:57) instead of on the hour ; this makes the message feel more personal and less like a system-generated message

📄 Step 4: Follow-Up with a Second Message

Create a second message that continues the flow naturally.

📄 For Guests With Missing Info:

Just noticed we’re missing a few details from your booking. Could you quickly fill out this form when you get a chance? [Insert Online Check-in Form link]

⚙️ Setup:

• Audience: Guests with missing info + reservation confirmed

• Trigger: Select another slightly random time (e.g. 09:11) — not too far from the previous message to create the feeling of a natural, flowing conversation

➡️ For help creating and attaching the online check-in form, check out our guide:

👉 How to Create a Form

🤝 Final Tips

You’ve now built a flowing, human-feeling communication journey!

Here are a few final tips:

• Avoid robotic language – write as if you were messaging a friend

• Use random times to trigger messages (not just sharp hours like 09:00)

• Match your tone to your brand voice (fun, professional, casual, etc.)

• Keep it brief and consistent

✅ Result

With just a few thoughtful steps, you can design a guest journey that feels like a one-on-one conversation, not a series of automated messages.

Please contact us through the ‘Talk to Us’ on the left Menu in the platform or through the Bookboost Support email at support@bookboost.io if you have questions or need additional support.