Operate · Guest journey
From inquiry to return visit - every step handled, check-in included.
Pre-booking questions, pre-arrival check-in through a guest link (arrival time, ID, signature), in-stay requests and post-stay follow-up - sent on the right journey step from your templates, with every conversation attached to the guest.
Pre-arrival check-in link · Journey messages from your templates · One guest history
- Pre-arrival check-in link
- Journey messages from your templates
- One guest history
Turn requests into tasks and tasks into completed work.
What it looks like
One request, handled end to end.
Ersona · WhatsApp · 10:00
Hi Lena - you arrive tomorrow. Here’s your check-in link, door code and directions. Anything you’d like ready for arrival?
- Journey step: pre-arrival24 h before check-inAutomation10:00
- Approved template sentCheck-in link · door code · directionsWhatsApp10:00
- Reply understoodBaby cot · Room 5Ersona10:24
- Task createdCot · Room 5 · before check-inTasks10:24
- Guest confirmedWhatsApp10:24
Illustrative workflowDemo property and data.
How it works
- 01
Pre-booking
Qualify inquiries, answer questions, capture leads
- 02
Pre-arrival check-in
A link, not an app: arrival time, ID and signature collected before the guest arrives; upsells and arrival instructions on the same step
- 03
In-stay
Service requests, recommendations, real-time support
- 04
Post-stay
Feedback collection, review requests, thank you
- 05
Next stay
The guest’s history is ready for the next conversation and booking
Both sides, and the line between
What the guest experiences, what your team works in, and where a person enters - as the product works today.
- The guest
- Receives a link before arrival - no app to install - to confirm arrival time, send ID and sign; gets journey messages at the right step; uses the same link during the stay for requests and your store.
- Your team
- Check-in details, documents and signature against the reservation; templates per journey step; the guest’s history attached to the next conversation.
- Where a person decides
- Templates and timing are yours; anything a guest asks outside them is a conversation Ersona handles under your instructions or hands over.
Works with your systems
Your PMS keeps doing its job. Each guest channel can follow its own rules.
- GuestyPartner · Marketplace
- OptimaPartner · Marketplace
- MiniHotelPartner · Marketplace
- Hostaway
- Cloudbeds
Guests reach you on WhatsApp, the phone, Instagram, Messenger, Telegram, email, your website and the OTA inboxes your PMS relays. Booking goes to your own engine, WebHotelier included. All integrations
Questions
Something not answered here? Write to us
What is a unified guest profile?
Every interaction-across all channels and stays-builds one profile. Preferences, booking history, communication history, feedback. Always accessible.
What happens after the stay?
Post-stay messages - thank-you, review request, offers - go out on the post-stay journey step from your approved templates, and the guest’s history stays attached to their profile for the next conversation.
Can I customise the journey stages?
Yes. Define your own touchpoints, timing, and messaging. Ersona provides templates you can adapt.
Is this a full digital check-in with keys and registration cards?
It is pre-arrival check-in through a link tied to the reservation: arrival time, ID documents and signature collected before the guest arrives, with your terms and consent. Ersona does not issue mobile keys or write registration cards into the PMS; keys and locks stay with your existing systems.
How is guest data handled?
Documents and signatures are held against the reservation, scoped to your company, and the guest never creates an account. Where it runs and who can see what is on the trust page.
Also in Operate
See it on your hotel.
How this works with your PMS, channels and instructions - in a short walkthrough.