DIGITAL EXPERIENCES - Martin Tauber

May 15, by Martin Tauber

Where Digital Experiences Really Begin: Hosts as the Key to Smart Guest Communication

Digital processes, smart content, AI-powered recommendations—many destinations are working hard to digitize their information offerings. But all these efforts are in vain if they don’t reach the guest. What matters isn’t just what is communicated—but where and when.

The crucial phase of every digital guest journey is the stay: whether at their accommodation, during their experiences, or in the moment, guests need guidance, inspiration, and services. On-site hosts serve as the natural point of contact for guests. 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

Today, destinations offer a lot: structured data, well-maintained content, and powerful platforms. But often, their communications don’t reach guests where they actually are.

It is at the accommodation—between check-in and planning the evening—that recommendations are most relevant. Guests don’t expect general information; rather, they want specific, helpful suggestions—tailored to the day, the weather, and their mood. Whoever is there for them at this moment shapes the experience.

Hosts are trusted individuals—and with the right digital support, they become true enablers in their communities.

Customized guest app links information from multiple data hubs

Guestnet was developed for hosts who want to actively shape their guests’ experience. The platform combines communication, service, inspiration, and booking capabilities all in one place. The focus isn’t on adding complexity, but on providing targeted relief—for guests as well as for hosts.

The foundation of this communication is a guest app tailored to the specific property, which is customized with content, services, and recommendations. As a PWA, it is browser-based and therefore ready to use right away—with no technical barriers to entry for guests or hosts.

An expanded data hub allows for the integration of regional information from a wide variety of sources —such as events, dining recommendations, bookable experiences, or transportation options.

DSTNCMP²⁵-Participants can test Guestnet live

The key point here is that Guestnet does not replace existing data hub structures, but rather integrates with them in a targeted manner. This allows existing content to be intelligently utilized, enriched, and delivered to guests in a context-appropriate manner— right on site, at the relevant moment.

Thanks to modern interfaces, curated content, and intelligent content logic, personalized recommendations are generated—tailored to the length of stay, target audience, weather , or time of day. For guests, this means helpful information at exactly the right moment. For hosts, it means improved service quality without any extra effort in their daily routines.

DSTNCMP App powered by Guestnet

As part ofDSTNCMP²⁵, digital innovation is not just discussed—it’s put into practice. Event participants get a firsthand look at what modern guest communication in the hospitality and restaurant industries can look like —through the Guestnet app, which serves as a personal digital companion throughout the event.

Whether it's information about workshops, the latest program updates, dining recommendations near the venue, or daily activity suggestions—the app shows how relevant information can be delivered to your smartphone in a targeted, context-sensitive way at just the right time.

"Impuls" Highlights Specific Best Practices

This demonstrates how service quality and digital processes can be effectively combined for hosts: through automated delivery, ease of use, and the direct integration of regional content. No extra effort—just tangible added value for everyone involved.

In the session titled “AI Transforms Processes,” participants will gain practical insight into current developments in the hospitality industry—from the perspective of lodging businesses. Drawing on specific best practices, the session will demonstrate how hosts are using digital solutions and AI today to optimize processes , provide personalized services , and make day-to-day operations easier.

Key: Added value for guests and hosts

This isn't about visions, but about what already works—often in a pragmatic way, sometimes surprisingly simple, but always with clear added value for both guests and the business.

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

The workshop that follows offers an opportunity to explore these ideas further: collaboratively, in a practical way, and with a focus on solutions. If you want to know how AI really works in a business setting and how it can lead to shared strategies, this is the place for you.

Further Information