Lesson: The Guest Journey
Module 1: Sales Funnel & Introduction into Psychology
The guest journey covers everything after a guest books: first contact, check-in, the stay, check-out and the review. Holidaymakers often arrive tired with little patience, so small problems feel bigger. Guests mostly remember the best moment and the ending (the peak-end rule), so a smooth arrival, reliable basics and an easy check-out do more for reviews than extras.
What this lesson covers
- Where This Lesson Fits: Stages 6–10
- Inside the Mind of a Holidaymaker
- Stress, Immunity and the Holiday “Crash”
- From Booking to Arrival: the Drip-Feed Message Plan
- Behind the Scenes: Making Sure Every Message Actually Arrives
- Arrival: the Five-Minute Test
- The five-minute arrival audit
- During the Stay: Reliability, Privacy and the Peak Moment
- Reliability beats extras
- Privacy and autonomy: let them own the space
The full lesson is for clients
Clients get every step, the live walkthrough videos and our exact settings and templates from Skye’s Beach House.
Questions people ask
When should I send check-in instructions to Airbnb guests?
Close to arrival, so the details are fresh when guests need them. Information sent weeks early at booking tends to be skimmed and forgotten.
What is the peak-end rule in hospitality?
It is the finding that people judge an experience largely by its most intense moment and by how it ended. For a short-term rental, that makes the highlight of the stay and the check-out especially important.
What should an Airbnb host do when something goes wrong during a stay?
Respond quickly, acknowledge the problem, give the guest a clear plan and timeframe, and thank them for raising it. Going quiet or arguing usually turns a fixable issue into a poor review.
Watch a free lesson
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