We all know what customer service is and the difference it makes to your guest’s stay, but how does this differ to guest experience and why is guest experience so important? Most of us have been delivering customer service for many years, it’s usually a one-to-one interaction that could be by email or face to face. Here you help a customer by answering queries, providing advice or sorting out an issue. Guest experience on the other hand encompasses the whole stay, it’s the sum of all the various interactions (or touch points) that your guest has from the moment they book to after they’ve left a review.