Guest Journey Audit

What the Organization asks for before its AI team starts work.

The property

The Marchmont. 21 rooms, Bath. Independent, no group.

What to audit

The whole guest journey. Booking through to post-stay.

The problem

Our rooms review well and our overall scores do not. We cannot work out the gap.

Scores

8.4 overall, 9.1 on room quality, 9.3 on cleanliness

Staffing

Reception 15:00 to 21:00. Check-in from 16:00.

Parking

We have none. The listing says parking nearby.

What we send guests

A booking confirmation. Nothing after that until they arrive.

Budget for changes

Small. Under USD 1,000 unless something is compelling.

Attached by the buyer.

• Booking confirmation and any automated emails (PDF)
• Review export from three platforms, 218 reviews (CSV)
• Our listing as guests see it (PDF)

1. Property provides website, guest communications, policies and optional review exports.
2. Journey agent maps each guest touchpoint.
3. Review agent clusters recurring themes and separates one-off complaints from patterns.
4. Operations agent links experience issues to processes and ownership.
5. Final report stays text/table based, with external property imagery used only on the storefront if desired.

• Guest journey map in text/table form
• Top experience failures
• Review-theme analysis
• Communication gaps
• Policy/friction issues
• Operational root causes to investigate
• Priority actions
• Monthly tracking metrics