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Guest Experience Platform Overview

Guest Experience Platform is the guest-facing layer that presents property information, service entry points, promotions, and links into guest workflows. HOME provides the manager configuration and source content, while the GEP guest app renders the guest experience.

Quick Reference​

AreaWhat It DoesWhere To Continue
Guest homepageShows property branding, menu buttons, hotel info, services, and promotions.Configure the Guest Homepage
Room RequestLets guests or staff start room-related service requests.Create Room Requests
In-room DiningSends guests from GEP into Catalogue V3 ordering.Catalogue V3 Overview
Digital CompendiumPresents hotel information, policies, FAQs, and city guide content.Services and Content
Facility BookingSends guests from GEP into the Facility Booking guest flow.Guest Booking Flow
Upsells and PromotionsPromotes guest offers and can route guests into the right flow.Services and Content

Before You Start​

  • Confirm the property wants GEP enabled as a guest-facing entry point.
  • Confirm the HOME configuration owner for homepage content, guest content, and enabled guest actions.
  • Confirm which guest workflows should launch from GEP: Room Request, Catalogue V3, Facility Booking, digital compendium content, or promotions.
  • Confirm Catalogue V3 and Facility Booking setup before linking guests into those flows.

How GEP Fits With HOME​

HOME is the staff and manager system for configuration, operational data, and setup. GEP uses that configuration to decide what guests see and which actions they can open.

For example:

  • Managers configure guest homepage content in HOME.
  • GEP renders guest-facing menus, content, and actions.
  • Room Request, service content, hotel info, and promotions can appear as guest-facing entry points.
  • Catalogue V3 and Facility Booking remain their own product areas, but GEP can launch guests into them.

Marketing Product Mapping​

Marketing ProductDocs AreaHow To Think About It
Room RequestHOME Room RequestsGuest or staff request entry points tied to room service needs.
In-room DiningCatalogue V3Guest ordering, checkout, payment, and order handling.
Digital CompendiumHOME GEPHotel information, policies, FAQs, and guest content rendered in the guest app.
Facility BookingFacility BookingBookable facilities and activities, often reached from GEP.
Upsells and PromotionsHOME GEP and Catalogue V3Guest offers displayed in GEP or routed into catalogue ordering.
Operations SuiteHOME operations modulesHousekeeping, room assignment, Task Manager, Preventive Maintenance, Lost & Found, DM Log, reports, and staff workflows.

Troubleshooting​

Guest action opens the wrong flow​

What you see: A guest taps a GEP menu item, but it opens the wrong catalogue, facility, or content page.

Do this:

  1. Confirm the menu item is active in HOME guest homepage settings.
  2. Confirm the menu item is intended to open Room Request, Catalogue V3, Facility Booking, or content.
  3. Check whether the target Catalogue V3 catalogue or Facility Booking category is active.
  4. Test the guest page again after correcting the configuration.

Guest content does not appear​

What you see: Managers update GEP content, but guests do not see it.

Do this:

  1. Confirm the content item is active.
  2. Confirm required images, labels, and language fields are filled.
  3. Confirm the guest is opening the correct property guest page.
  4. Refresh the guest page and retest on mobile.