By Mark Remijan
In today’s digital-first world, the hospitality industry is saturated with talk of guest experience. But how many properties truly understand where and when the guest experience begins?
For most travelers, it starts long before they step onto a resort. It begins in their inbox, on their mobile screen, through confirmation emails, pre-arrival messages, and even the design of your app. These are digital touchpoints—and they matter.
Too often, smaller hospitality brands underestimate these moments.
The logic? “We’re about personal service. Digital isn’t our thing.” But this mindset overlooks a simple truth: A well-designed digital journey enhances—not replaces—personal connection.
Digital messaging before arrival reduces confusion and sets expectations.
Thoughtful app design puts a wealth of information at guests’ fingertips, so staff can focus on hospitality, not housekeeping questions. When done right, these digital interactions reflect the same care and authenticity guests experience onsite.
As investors and incubators in boutique hospitality,
we see this time and again: properties that embrace their digital interfaces not only delight guests—they build stronger brands and generate higher returns.
Read the full article here Digital Touchpoints: Who Cares?
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