However, they are two different things and only by teasing out their differences and the way they affect each other can we understand how to make both better.

Guest experience is by definition the “process or fact of personally observing, encountering, or undergoing something.” In addition to the physical experience of staying at the property and issues like whether or not housekeeping is responsive to your request for extra towels or room service takes 20 minutes too long to arrive, guest experience also includes every touch point along the path.