The Hospitality Industry’s Biggest Mistake: Designing Experiences Without Understanding the Guest Journey
Albert BarraApril 1, 2026 · 1 min read
Ideas, knowledge and community for a better future in Hospitality.
BYAlbert BarraHospitality · Strategy · Leadership · Marketing
The hotel guest journey is key to turning guest experience into real business results. Learn how to analyse and optimise every touchpoint to improve conversion, loyalty and profitability.
For a long time, in hospitality, we have designed the guest experience from the inside out. Based on what we believe the guest does, how we think they buy, and how we imagine they make decisions.
But reality, as is so often the case, is far more complex… and far more uncomfortable.
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