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The digital guest journey –

from first contact to loyal customers.


We connect digital processes with a lot of heart for the guest.
For hotels, holiday parks and professional operators.

24/7 guest service · Modular & scalable · Operator focus · KPI transparency

Everything starts with the guest.

Digitally friendly for guests. Safe, relaxed, high quality - from the first booking to departure.

Technology is our tool, the guest experience is our benchmark.

Request a digitalisation audit Plan a strategy meeting

Who is our service suitable for?

For organisations that want service quality and efficiency at the same time –
and need to reliably scale processes across multiple units.


Hotels & aparthotels

 

Holiday parks & resorts

 

Serviced apartments

 

Multi-property operators

 

What improves for you immediately

Digitalisation is not an end in itself. At Rental Hero, the guest is at the centre. Every automation, every process and every service has one goal: asafe, relaxed and high-quality guest experience– from the first information to departure.

FOR GUESTS

  • Smooth arrival without uncertainty
  • Clear contact and quick responses
  • Service feel – even without a physical reception



FOR OPERATORS

  • Fewer queries & interruptions in the team

  • Standardised processes across shifts & locations

  • Relief during peak times through automation & 24/7 service

FOR DECISION-MAKERS

  • Transparent service quality (tickets, response times, categories)

  • Processes that grow with you (multi-property capable)

  • Lower risk through standards instead of dependence on individuals

Cleverly utilise platforms. Systematically increase direct bookings.

Airbnb, Booking.com & Co. are strong sales channels –but expensive.

Rental Hero helps operators to specifically use platforms foracquiring new customersand subsequently convert guestsinto direct repeat customers.

+50 %

Share of direct bookings from returning guests

-20 %

Platform commissions on follow-up bookings

+25 %

Repeat rate within 12–18 months

Before

Stress in operations. Restlessness among guests. Pressure on the team.

Overloaded teams

on arrival/departure days

Inconsistent information

different shift quality

High ticket load

(Wi-Fi, parking, arrival, issues)

Media breaks

between PMS, locks, payment, communication

Service quality

hard to measure

After

Calmer guests. Relieved teams. Better reviews.

Digital guest journey

with clear touchpoints

Central communication

& Templates

Automations

for routine cases

Virtual Reception

(24/7) with escalation logic

Reporting

& continuous optimisation

Services

Our service promise

Audit & Roadmap

We analyse the guest journey, processes, and system landscape – and deliver quick wins plus a clear roadmap for standardisation, automation, and service quality.

Request audit

Implementation & Integration

We implement the target image: templates, automations, integrations, training, and operational handover – to ensure it runs productively, not just 'planned'.

Book implementation call

Virtual Reception (24/7)

Guest communication around the clock with ticketing, escalations, and quality management. Fast, friendly, documented – multilingual on request according to setup.

See demo

Scaling according to degree of digitalisation


  1. Digital Foundation: 
    Communication, Pre-Arrival, Standards, Guest Journey

  2. Self Service & Comfort:
    digital check-in, digital guest folder, upsells

  3. Service feeling 24/7: 
    virtual reception, quick help, escalation logic

  4. Managed Operations: 
    Guest care, coordination of operational services (e.g. cleaning) and quality control


The specific scope depends on location, setup, and system landscape – we will clarify this in the audit.

Schedule a conversation

The digital Guest Journey – Service, Marketing & Customer Loyalty (A–Z)

The digital Guest Journey – from first contact to loyal customers

A professional Guest Journey does not end at check-out.

It often begins on platforms – and only becomes truly valuable when platform guestsbecome direct loyal customers. werden.

Rental Hero connectsservice processes with marketing and customer loyalty logic– integrated into the operational workflow.



Platforms like Airbnb, Booking.com & Co. are the most important entry point for new guests for many businesses. We consciously understand these platforms asacquisition channels, not as a long-term dependency.

Focus:

  • Optimal first communication after booking

  • Consistent service quality regardless of the booking channel

  • Clear brand perception even before arrival

➡️ Goal:Build trust – even with the platform guest.

Even before arrival, the transition from anonymous platform guest toindividually cared-for guest.

Elements:

  • Structured pre-arrival communication

  • Clear arrival & stay information

  • Subtle positioning of your brand & services

  • Optional registration / data collection as part of the processes

➡️ Goal:The guest feels prepared – and acknowledged.


During the stay, it is decided whether a guest stays once or returns.

Lever:

  • Digital guest folder with added value (not advertising)

  • Quick assistance via virtual reception

  • Consistent tone & service quality

  • Upsells as service extension (not sales)

➡️ Goal:Service feeling that remains in memory.

The check-out is the most important moment for the future customer relationship.

Best practices:

  • Clean, structured check-out process

  • Clear communication regarding bill & departure

  • Personally formulated closing message

  • Invitation for direct rebooking

➡️ Goal:Positive conclusion + open door for direct contact.


Platforms remain important for reviews – but not for every follow-up booking.

Strategy:

  • Review requests channel- and rule-compliant

  • Simultaneous establishment of direct contact points

  • Rebooking incentives outside the platform

  • Building a proprietary guest database (GDPR-compliant)

➡️ Goal:Strengthen platform reviews – reduce commission dependency.

One-time guests become regulars when the contact is maintained.

Options:

  • Segmented Guest Communication

  • Personalised Rebooking Incentives

  • Direct engagement at events, season starts or specials

  • Consistent service quality on every return

➡️ Goal:

More direct bookings. Fewer commissions. More predictable occupancy.

Results for decision-makers


  • Platforms = New customer acquisition

  • Own Guest Journey = Customer retention

  • Direct bookings = Commission savings

  • Consistent service = Higher return rate

We help operators strategically utilise platforms –

and retain guests long-term to their own brand.



Contact us


FAQ

Do you have further questions? You can reach us anytime by phone, email or viacontact form.


No. Rental Hero is modular. You start where your operation currently stands and only expand what delivers real value.

After audit and setup, implementation occurs in clear phases – depending on property size and system landscape.

We work with escalation rules: immediate assistance, ticket to your team or defined partners – always documented and traceable.

In the audit, we examine integrations and define the appropriate stack and clean process logic.

Depending on the setup, we can scale or manage services up to operational coordination (e.g. cleaning) and guest care.

Ready for a guest experience that impresses?

Start with a guest experience audit. You will receive a clear assessment of where service can be improved, effort reduced, and processes standardised for scalability – always from the guest's perspective.

In 3 steps to digital excellence


  Audit & target image

 Implementation & integration

  Operation & optimisation

Request audit