In Between · 6 November 2026
Choose a journey and define its limits
Hotel guest journey mapping starts with a specific scenario. A first-time arrival, a returning guest and a family travelling together may raise different questions. State who the scenario concerns, which part of the stay it covers and what information supports it. Booking information can explain expectations, while the spatial review follows what happens when the guest reaches the property.
Connect destinations through transitions
List arrival, reception, the route to the room, shared facilities and departure. For each stage, describe what the guest is trying to do. Finding a lift, leaving luggage briefly and locating a place to wait are more precise tasks than simply labelling an area “lobby”. Include the transitions between destinations, where information or expectations may need to continue.
Keep evidence and open questions separate
A useful record includes the stage, guest task, available information, open question and next review step. Distinguish a drawing-based scenario from a site observation or a guest account. If a visit has taken place, record its conditions and scope. Do not assign satisfaction scores or behaviour frequencies unless those have actually been measured.
Try a hypothetical entry
Stage: arrival. Task: identify the entrance. Available information: the current entrance plan. Question: how will the entrance be understood from the approach route? Next step: review the approach in the relevant conditions. This is a method example rather than a finding about an existing hotel. A similar record can be made for the route to the room or waiting before departure.
At In Between, the work follows five steps: 01 Initial meeting, 02 Reading the space, 03 Assessment (application and the 1,175-criterion In Between Checklist), 04 Decision-support report and 05 Optional support. A guest journey map helps build a shared language, especially while reading the space and during the assessment.
Frequently asked questions
Does one map represent every guest?
Different needs and circumstances may require separate scenarios.
Can mapping begin during design?
Yes, if assumptions are identified as scenarios rather than observed behaviour.
Does a map prove improved satisfaction?
No; evaluating outcomes requires separately defined evidence.
Next step
Use the map to identify the information and decisions still needed. Explore In Between's approach and sample reports (hotel example), and discuss which parts of your hotel journey would benefit from a spatial experience review.