DIGITAL EXPERIENCES - Martin Tauber

on May 15th by Martin Tauber

Where digital experiences truly begin: Hosts as the key to smart guest communication

Digital processes, smart content, AI-powered recommendations – many destinations are actively driving the digitalization of their information services with great commitment. However, all efforts are in vain if they don't reach the guest. Crucially, it's not just what is communicated – but also where and when.

The crucial phase of every digital guest journey is the stay: In their accommodation, during their experiences, in the present moment, guests need orientation, inspiration, and services. The local hosts are the natural interface to the guest. But how can they be integrated into digital communication without burdening them with additional tasks?

Digitalization in the right place – and at the right time

Destinations achieve a lot today: structured data, well-maintained content, powerful platforms. However, communication often doesn't reach guests where they currently are.

In the accommodation, between check-in and evening planning, the greatest relevance for recommendations arises. Guests do not expect general information, but rather targeted, helpful suggestions – suitable for the day, the weather, the mood. Whoever is present at this point shapes the experience.

Hosts are trusted contacts – and with the right digital support, they become true local enablers.

Specialized Guest App Links Information from Many Data Hubs

Guestnet was developed for hosts who want to actively shape their guests' experience. The platform combines communication, service, inspiration, and bookability in one channel. The focus is not on additional complexity, but on targeted relief – for guests as well as for hosts.

The basis for communication is a guest app specialized for the accommodation, which is individually filled with content, services, and recommendations. As a PWA, it is browser-based and thus immediately ready for use – without technical barriers for guests or hosts.

Through an extended data hub, regional information from various sources can be integrated – such as events, restaurant tips, bookable experiences, or mobility offers.

DSTNCMP²⁵ participants can test Guestnet live

It is crucial to note: Guestnet does not replace existing data hub structures, but rather specifically links with them. This way, existing content is intelligently utilized, enriched, and delivered to guests in a situation-appropriate manner – directly on-site, at the relevant moment.

Thanks to modern interfaces, curated content, and intelligent content logic, personalized recommendations are created – tailored to the length of stay, target group, weather, or time of day. For guests, this means: helpful information, exactly at the right moment. For hosts: an increase in service quality without additional daily effort.

DSTNCMP-App powered by Guestnet

Within the framework of DSTNCMP²⁵, digital innovation is not only discussed but directly applied. The event participants experience live what modern guest communication in hotels and gastronomy can look like – through the Guestnet app, which functions as a personal digital companion throughout the entire event.

Whether information on workshops, current program updates, culinary recommendations around the location, or daily experience tips – the app shows how relevant information reaches smartphones in a targeted, context-related, and timely manner.

Keynote Shows Concrete Best Practices

This makes it clear how service quality and digital processes can be meaningfully combined for hosts: through automated delivery, simple usability, and the direct integration of regional content. No extra effort – but a tangible added value for all involved.

In the theme track “AI Changes Processes”, participants gain practical insight into current developments in the hotel industry – from the perspective of accommodation providers. The keynote demonstrates, using concrete best practices, how hosts today work with digital solutions and AI: for process optimization, personalized services, or daily relief.

Crucial: Added value for guests and hosts

It's not about visions, but about what already works – often pragmatic, sometimes surprisingly simple, but always with clear added value for guests and businesses.

This perspective provides valuable insights for destinations: What can be learned from innovative hosts? Which success factors can be transferred to other structures? And how can destinations specifically support and promote such developments?

The subsequent workshop offers the opportunity to delve deeper into these ideas: collaboratively, practically oriented, and solution-focused. Anyone who wants to understand how AI truly impacts operations and how joint strategies can emerge from it will find this workshop invaluable.

Further Information