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Guest Journey

✉️ Guest Journey lets staff review and manage the automated guest emails used across the stay lifecycle for the currently selected property location.

📍 Accessing Guest Journey​

  1. Open the GMS dashboard.
  2. Select the correct Property Location from the left sidebar.
  3. Click Guest Journey from the main navigation.

The page opens a timeline-style view of the automated emails configured for the selected property.

Guest Journey overview

🗂️ Understanding the Timeline​

The journey is grouped into numbered stages so staff can understand when each email is sent.

The current staging setup includes:

  • ASAP (On Booking)
  • Pre-Arrival
  • Pre-Check-In Action (Event-Based)

Each email card shows:

  • The related feature tag, such as Upsells or Pre-Check-In
  • The email title
  • Whether the email is enabled
  • The current subject line
  • The message body preview

This makes the page a single place to review how guest-facing automations are sequenced for the property.

⏰ Pre-Arrival Emails​

The main pre-check-in scheduling controls live in the Pre-Arrival stage.

The current flow includes:

  • Pre-check-in CTA email
  • Pre-check-in reminder CTA email

For these scheduled emails, staff can review:

  • Whether the automation is enabled
  • The send timing relative to arrival
  • The send time of day
  • The subject and body that will be used

The email copy includes reservation-aware placeholders such as:

  • {{ guest_full_name }}
  • {{ arrival_date }}
  • {{ departure_date }}
  • {{ reservation_number }}
  • The guest action button link

Guest Journey pre-arrival emails

The reminder email depends on the main pre-check-in CTA flow. In the delivered workflow from GMS-1108, disabling the CTA also disables the reminder.

⚡ Event-Based Emails​

The Pre-Check-In Action (Event-Based) stage contains emails that are sent automatically after a workflow event happens rather than on a calendar-based schedule.

The delivered event-based emails are:

  • Confirmation of Pre-Check-In Submission
  • Confirmation of Pre-Check-In Approval by Hotel
  • Pre-Check-In Submission Rejected (with Reason and Fix Link)

These are triggered by the system when:

  • The guest submits pre-check-in
  • The hotel approves pre-check-in
  • The hotel rejects pre-check-in

Because these messages are event-driven, staff review them in the timeline but do not schedule them relative to arrival.

Guest Journey event-based emails

📨 Tracking Email Activity Per Reservation​

Guest Journey is not only a configuration screen. The delivered flow also surfaces the automated-email history inside the reservation conversation.

To review it:

  1. Open Inbox.
  2. Select the guest conversation or reservation thread.
  3. Open the Emails tab.

This tab shows the read-only automated email log for that reservation, such as:

  • Booking Confirmation / Welcome
  • Confirmation of Pre-Check-In Submission
  • Confirmation of Pre-Check-In Approval by Hotel

Each entry is recorded as part of the reservation timeline so staff can confirm what was sent without leaving the thread.

Inbox email log for automated guest journey emails

🔍 What Staff Can Verify From the Log​

The delivered scope for GMS-1108 includes per-reservation processing results for automated emails, including:

  • Delivery status
  • Sent time
  • Failure reason, when applicable

In practice, this gives staff a single operational trail for the reservation's automated pre-check-in communication.

🚫 Scope Notes​

The current delivered feature is for automation visibility and guest-journey configuration. It does not cover:

  • Two-way email replies
  • SMS delivery
  • Promotions outside the configured guest-journey flow
  • Full template-management workflows such as language administration or custom freeform email-template editing