Guest journey & arrival
Arrival, on your terms.
Every guest on the booking checks in online in the Guest App - no download. Reminders stop when they’re done; door codes follow your rules.
- 85%of guests check in digitally in the Guest AppAcross our customers →
- 99%of guests have their information captured, across booking channels
- 0.5%higher property ratings
Every guest ready, reminders that stop.
- Casa AuroraHi Maya, check in before you arrive - it takes two minutes. No download.11 Nov · 10:00
Maya: details, passport and signature- Casa AuroraYou're both checked in online. Your door code arrives on 14 Nov · 12:00.
- Door code · Room 204 · releases 14 Nov · 12:00Rule: once every guest has checked in
- Online check-in · 2 of 2 completeConfirmation sent · door code releases 14 Nov · 12:00
Guest· Maya, Guest App
Ersona· Arrivals
Arrivals · 14 Nov| Booking | Room | Online check-in |
|---|---|---|
| Maya Rossi + Luca Bianchi | 204 | 2 of 2 · Ready |
| Tom Hale | 108 | 1 of 1 · Ready |
| Lena Novak + 2 | 301 | 1 of 3 |
Reminder to Luca
12 Nov · 10:00
Cancelled - nothing missing
Confirmation sent
Online check-in complete · Maya and Luca
Guest App and WhatsApp
Step 6 of 6: Confirmation sent; the door code follows the property's rule
A quick check during the stay.
Ersona asks Maya how her stay is going. A problem in her answer becomes a maintenance task for Alex, sent to his WhatsApp; his two taps move the same task in Ersona - one owner, one status, everywhere.
- Guest
- Maya Rossi + Luca
- Booked via
- Direct
- Talking on
- Room
- 204 · CA-48231
- Saved to her stay
- Assigned to Alex
- On his WhatsApp
- In Progress
- Completed
- Maya told
5 of 5 · Mon 16 Nov · 18:35
Maya is told
Only once Alex reports it done does Ersona tell Maya.
Works with your systems
Your PMS stays your system of record.
- GuestyPartner · Marketplace
- OptimaPartner · Marketplace
- MiniHotelPartner · Marketplace
- Hostaway
- Cloudbeds
Questions
Something not answered here? Write to us
What is a unified guest profile?
Every conversation and stay, on every channel, builds one profile - preferences, booking history, messages and feedback - attached to the next conversation.
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.
Also in Operate
See it on your property.
A 15-minute tailored demo, your first agent within six hours, a month of refinement - and an Ersona team member alongside you throughout.