Podcast: Why the Guest Experience Really Starts After Check-In

Many accommodations stop upselling the moment a guest checks in. But according to David Claessen (founder of Great Stay), that’s exactly where a major opportunity lies. The stay itself is the moment to truly make a difference—not only for the guest but also for your revenue.

In the podcast of The Future of Hospitality, powered by GuestJourney.ai, David Claessen and Alon Shkuri talk about the added value of having your own app or web app and discuss the future of hospitality.

Upselling After Check-In: Small Nudges, Big Results

“Renting a bike on a sunny day, offering a last-minute pizza deal or suggesting an activity when it’s raining… they’re simple notifications, but they lead to real results,” says David in the podcast.

The key? Relevance and timing. Guests are often open to extras—as long as they are well-timed and easy to access. And that’s where having your own app or web app becomes a gamechanger.

Why a Website Alone Isn’t Enough

A website is perfect for orientation and booking. But after that, guests want convenience. A dedicated app or web app puts all information in one place (like house rules, Wi-Fi, things to do, contact), enables personal communication (such as push messages), offers space for targeted upselling during the stay, and prevents printed handouts or long explanations. Most importantly: guests perceive it as professional and welcoming. Everything is arranged, nothing forgotten, always at hand.

App or Web App, What’s Right for You?

David explains in the podcast that choosing between a native app and a web app mainly depends on the type of accommodation you run.

Choose a web app if you want to quickly and easily provide digital information without requiring guests to download anything. It’s ideal for B&Bs, holiday rentals and smaller parks with short stays.
Choose a native app if your guests return regularly, and if you want to take advantage of all features (like mobile key, ordering, or activity programs), or if you want to send push notifications. It’s a great fit for larger parks and hotels with longer stays.

Both options give you control over the guest experience—and that pays off in satisfaction, revenue, and more time for personal contact.

The Power of Smart Integrations

With a smart app or web app, you don’t have to reinvent the wheel. You can easily connect it to booking systems (like Booking Experts or Recranet), smart locks (such as Salto or Flexipass), ordering platforms (like F&B or bike rental), and AI tools (like GuestJourney.ai and Maps Untold). This allows for more efficiency, consistent communication and one central place for everything.

“We’re already seeing the shift, but this will truly become the future,” says David. He believes the traditional role of receptionist will shift towards that of a host, someone focused on the experience, rather than answering standard questions like “what’s the Wi-Fi?” or “when is breakfast?”