The departure sequence is one of the most under-designed parts of the guest journey. Properties put so much thought into the welcome, then let checkout become purely transactional. I'd add that the handoff from the on-property team into the post-stay CRM matters just as much: if the relationship suddenly turns into a generic email sequence, the emotional memory gets lost. The best repeat-business strategy connects the experience, the people and the follow-up.
The departure sequence is one of the most under-designed parts of the guest journey. Properties put so much thought into the welcome, then let checkout become purely transactional. I'd add that the handoff from the on-property team into the post-stay CRM matters just as much: if the relationship suddenly turns into a generic email sequence, the emotional memory gets lost. The best repeat-business strategy connects the experience, the people and the follow-up.
Excellent point — if the post-stay messaging doesn't feel as personal as the departure, the emotional memory just evaporates