Create better guest journeys at every stay

Smaply helps hotels optimize service touchpoints and exceed guest expectations through customer journey mapping.

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● Customer Journey Management Software

Map every moment of the guest experience

Customer journey mapping helps hotels personalize service, increase satisfaction, and improve operational efficiency.

Understand guest expectations

Visualize journeys from booking to checkout to uncover key moments that shape satisfaction.

Improve service consistency

Align teams across departments to deliver a seamless and reliable guest experience.

Spot operational gaps

Identify where delays or handoffs disrupt the guest experience and prioritize improvements.

Tailor experiences by persona

Use personas to differentiate journeys for leisure, business, or group travelers.

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leading brands

Ready to elevate your hotel experiences?

Map your guest journeys to improve satisfaction, reduce friction, and build loyalty. Start for free or talk to us.

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Tools for hotel guest journey mapping

Smaply helps hotel teams capture insights, align departments, and improve services across the entire stay.

● Visualise your customer journey

Map multi-channel guest journeys

Visualize how guests interact through websites, apps, staff, and facilities.

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● Visualise your customer journey

Manage traveler personas

Create and compare different traveler profiles to tailor experiences by segment.

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● Visualise your customer journey

Centralize service feedback

Gather and align insights from front desk, housekeeping, and F&B to understand guest pain points.

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● Visualise your customer journey

Turn insights into action

Export journey maps into presentations or create task tickets for follow-up in Jira or Asana.

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Make your customer experience measurable

Track pain points, KPIs, and progress in one place to drive smarter, data-informed decisions.

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More features that make your life easier

● Map journeys with ease

Fast, flexible journey mapping

Easily create detailed journey maps with stages, touchpoints, emotions, personas, channels, and more - no design skills needed.

● Connect insights to action

Integrated insights

Link pain points, opportunities, and solutions directly on maps. Add context with research data and visualize impact at a glance.

● Tailor journeys by persona

Persona management

Map experiences for different personas and roles. Compare journeys to understand unique needs, expectations, and challenges.

● Monitor performance with data

Metrics & tracking

Bring in data from tools like Google Analytics, Power BI, or Excel. Track KPIs and monitor journey health with visual indicators.

● Work together in real time

Real-time collaboration

Work together across teams with live editing, comments, tags, and filters. Keep everyone aligned and engaged, no matter where they are.

● Organize and scale journeys

Structured portfolio view

Manage multiple journeys, personas, and insights in one place. Navigate from high-level overviews to detailed steps with journey hierarchies.

Take the first step toward better hotel stays

See how journey mapping helps you deliver memorable and consistent guest experiences. Start free or get in touch.

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● From our Blog

June 17, 2025

Visualizing non-linear experiences on a journey map (branching)

Representing the multifaceted nature of user interactions is one of the most persistent challenges in journey mapping. While a journey map by definition illustrates one linear path of an experience, a group of real-world user journeys is rarely so straightforward, often presenting multiple ways to continue depending on user choices or external factors. Effectively visualizing these "branches" is crucial for gaining comprehensive insights and driving data-driven decisions.

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The Best Customer Journey Mapping Tools [Free & Paid]

Visualizing non-linear experiences on a journey map (branching)

Journey management for legal teams

Create better guest journeys at every stay

Map every moment of the guest experience

Trusted by the world’s
leading brands

Ready to elevate your hotel experiences?

Tools for hotel guest journey mapping

Map multi-channel guest journeys

Manage traveler personas

Centralize service feedback

Turn insights into action

Make your customer experience measurable

More features that make your life easier

Fast, flexible journey mapping

Integrated insights

Persona management

Metrics & tracking

Real-time collaboration

Structured portfolio view

Take the first step toward better hotel stays

Visualizing non-linear experiences on a journey map (branching)

Create better guest journeys at every stay

Map every moment of the guest experience

Trusted by the world’s leading brands

Ready to elevate your hotel experiences?

Tools for hotel guest journey mapping

Map multi-channel guest journeys

Manage traveler personas

Centralize service feedback

Turn insights into action

Make your customer experience measurable

More features that make your life easier

Fast, flexible journey mapping

Integrated insights

Persona management

Metrics & tracking

Real-time collaboration

Structured portfolio view

Take the first step toward better hotel stays

Visualizing non-linear experiences on a journey map (branching)

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Trusted by the world’s
leading brands