Guest Journey

Guest Journey shows the factual history that ELUNIA already holds for one guest. It brings together stays, survey invitations, communications, completed survey responses and feedback cases without changing those records.

Open a guest journey

1. Open Guests from the main menu.
2. Search for the guest by the information available to you.
3. Select the guest to open their profile.
4. Scroll to Guest Journey, below the profile details and notes.

The newest stay appears first. ELUNIA shows five stays on each page so a long history remains readable.

Read a stay card

Each card represents one stay recorded in ELUNIA. Its header shows the arrival and departure dates, stay status, and the unit or room when one was recorded. A source label may also appear when ELUNIA has safe source information.

Select View stay to open the full stay record. Guest Journey does not replace the Stay page; it gives you a concise history and links to the original records.

Check whether a survey was sent

Look for two separate items inside the stay:

• Survey invitation shows whether a survey link exists. Its state may be Pending, Opened, Completed, Expired or Revoked.
• Communication shows the available delivery evidence. Its state may be Queued, Sent, Delivered, Failed, Bounced, Spam complaint or Suppressed.

An invitation by itself does not prove that an email reached the guest. Use the Communication state as the delivery evidence. Select View details to inspect the normal communication record when one is available.

Check whether the guest responded

Survey response — Completed means ELUNIA has a completed response for that stay. Select View details to open the response.

Guest Journey does not copy private answer text into the timeline. Review the authorized response page when you need the full answers.

Understand a feedback case

A Feedback case entry means the response created an operational issue. The entry shows its current status, priority and assignee when available.

1. Check whether the case is New, Acknowledged, In progress, Resolved or Closed.
2. Check its priority so urgent work is not missed.
3. Select View details to use the complete Feedback workflow, including permitted notes and actions.

When a case is Resolved or Closed, Guest Journey may show a safe recovery outcome such as Recovered or Partially recovered. Detailed internal notes and recovery-action text remain on the Feedback page.

Understand missing information

An item may be absent because no invitation was created, no communication was attempted, the guest did not complete the survey, no feedback case was generated, or the record belongs to another guest or property.

Privacy processing may also remove identifying content. Guest Journey cannot reconstruct information that was anonymized or removed.

Guests with more than one stay

Every stay remains separate. ELUNIA does not merge different guest records or guess that two records belong to the same person. Events inside each stay are ordered from oldest to newest, while stays themselves are ordered newest first.

What Guest Journey does not do

Guest Journey does not predict satisfaction, calculate guest risk, match an external review to a guest, create marketing segments or add information from an external provider. It reports only the canonical ELUNIA records that you are authorized to see.

Troubleshoot an incomplete journey

1. Confirm that you opened the correct guest profile.
2. Open the Stay and check that it belongs to this guest.
3. Check the invitation state separately from the Communication state.
4. Open the response or feedback case through View details when available.
5. If the expected canonical record exists but is not shown, contact Support and describe the guest and stay without including unnecessary personal information.

Next: Feedback Case or Recover and resolve a guest issue.