Guest Experience Design

Design the stay guests
can't stop talking about.

We map your entire guest journey, remove the friction, and design the moments guests remember, so every stay feels intentional and worth returning for.

Book a discovery call See what's included

Guest journey

Discover
Book
ArriveFriction
The stayMagic
Depart
Return

Every touchpoint mapped, from first search to return visit.

What most properties leave to chance.

Every stay feels different

The experience depends on who's on shift. Without a clear standard, no two guests get the same property, and they can tell.

Friction hides in plain sight

Small snags between booking and check-out add up: a confusing arrival, a slow check-in, a missed detail. Individually minor, together they flatten the stay.

No signature moments

The places guests rave about have moments designed on purpose. Hotel guest experience design is exactly that work. Left to luck, most stays are simply fine, and fine is forgettable.

The brand promise breaks on arrival

Your website and brand set an expectation. If the real experience doesn't match it, guests feel let down before they've even unpacked.

Left to chance, this leads to

Forgettable stays, OTA dependence, and guests who never come back.

A great experience isn't luck. It's designed: mapped, refined, and made repeatable.

When it's designed

Every guest gets your best, not your average
Friction is removed before guests feel it
Signature moments guests actually remember
Your team knows the standard and hits it
Reviews mention the feeling, not just the room
Guests return, and bring others

When it's left to chance

The stay depends on who's working
Friction quietly costs you reviews and repeat stays
Nothing memorable, so nothing gets shared
Standards live in your head, not your team's
Guests expect one thing and get another
One-time stays, no loyalty

That's where Guest Experience Design comes in.

Map the journey. Design the experience.

Part guest experience consultant, part designer: we walk your property as a guest, map every touchpoint from first search to return visit, then design the experience. Friction removed, and the moments that make guests stay, spend, and come back built in.

Four moves.
One designed experience.

We work the whole journey, not a checklist. Four moves take you from what happens by accident to what happens on purpose.

Journey mapping

We map every stage a guest moves through, from dreaming and booking to arrival, the stay, and the return, so we can see the whole experience the way a guest actually lives it.

Friction removal

We find the snags that quietly flatten the stay, the confusing, the slow, the missed, and design them out before guests ever feel them.

Signature moments

We design the moments guests remember and talk about, the ones that turn a fine stay into one worth returning for and telling people about.

Service standards

We turn the intended experience into clear standards your team can deliver every time, so your best stay becomes your normal one.

How it works.
On-site, then designed.

We experience your property first, then design from what we found. No generic playbooks.

On-site

Immerse

We stay and move through your property exactly as a guest would, then go deep with your team.

Full guest journey walkthrough and sensory audit
Friction and magic-moment mapping across the stay
Team interviews on how service really runs

Off-site

Design

We design the improved experience, touchpoint by touchpoint.

Reworked journey with friction designed out
Signature moments built into the stay
Service standards for each phase of the journey

Handover

Make it repeatable

We hand you the designed experience and the standards to run it.

Full guest experience blueprint
Service standards playbook for your team
Debrief and a clear rollout plan

How it works

Discovery call

30 minutes on your property, your guests, and where the experience feels off.

On-site immersion

We stay and walk the full journey as a guest, then go deep with your team.

Journey mapping

We map every touchpoint and pinpoint the friction and the missed moments.

Experience design

We design the improved journey: friction removed, signature moments built in, standards set.

Handover and rollout

You get the blueprint and standards, plus a plan to roll it out with your team.

What you get.
An experience, on purpose.

Everything you need to deliver a designed experience, not an accidental one.

Guest Journey Map

A visual map of every touchpoint from discovery to return, with friction points and magic moments marked.

Friction Audit

Every snag in the current experience, ranked by how much it's costing you in reviews and repeat stays.

Signature Moment Playbook

The moments we design for your property, with exactly how to deliver each one, every time.

Service Standards

Clear standards for each phase of the stay, so your team delivers the same experience every time.

Prioritised Action Plan

What to change first, ranked by effort and impact, with quick wins and the longer plays mapped out.

Rollout Debrief

A working session to hand over the design and plan exactly how you roll it out with your team.

What good looks like.

Consistent stays

Every guest gets your best version, not whoever's on shift. Consistency is what turns a good property into a trusted one.

Reviews about the feeling

Guests stop reviewing the room and start reviewing the experience. That's the word of mouth that fills rooms.

Guests who return

A designed experience is a reason to come back. Repeat guests spend more and cost nothing to win again.

Room to charge more

When the experience is clearly better, price stops being the conversation. You can charge what the stay is actually worth.

Designed by someone
who's lived it.

Kahn grew up around Australia’s hospitality scene. He trained staff at Apple on culture, onboarding, and service standards, then spent three years running his own specialty coffee shop and bar.

He knows what it feels like to be the one doing everything at once. He also knows what separates the places guests remember from the ones they forget.

Summer Days exists to bridge that gap, with someone who loves this industry as much as you do and the skills to help you get the right guests, better reviews, and more revenue.

Book a discovery call

Kahn Osborne · Founder

Ready to design an experience
guests come back for?

It starts with understanding your property inside out, then designing the experience from what we find. Book a call and let's talk about your guests.