Untitled

Start
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  |---> Booking
  |       |
  |       |---> Touchpoints: Website, Phone, Third-Party Platforms
  |       |---> Positive: Easy online booking, responsive customer service
  |       |---> Negative: Occasional website glitches, delayed confirmation emails
  |
  |---> Check-In
  |       |
  |       |---> Touchpoints: Front Desk, Lobby Experience
  |       |---> Positive: Friendly and efficient staff, quick process
  |       |---> Negative: Long wait times during peak hours
  |
  |---> Room Quality
  |       |
  |       |---> Touchpoints: Cleanliness, Comfort, Amenities
  |       |---> Positive: Spacious rooms, comfortable beds, clean bathrooms
  |       |---> Negative: Occasional maintenance issues, noise concerns
  |
  |---> Dining Experience
  |       |
  |       |---> Touchpoints: Buffet, Restaurants, Room Service
  |       |---> Positive: Delicious food, variety of options
  |       |---> Negative: Food temperature issues, inconsistent quality
  |
  |---> Amenities Usage
  |       |
  |       |---> Touchpoints: Pool, Spa, Gym, Bar
  |       |---> Positive: Well-maintained facilities, relaxing atmosphere
  |       |---> Negative: Dark and small changing area, limited parking
  |
  |---> Checkout
  |       |
  |       |---> Touchpoints: Front Desk, Billing Process
  |       |---> Positive: Smooth and hassle-free process
  |       |---> Negative: Occasional billing discrepancies
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  |---> Post-Stay Feedback
  |       |
  |       |---> Touchpoints: Online Reviews, Surveys, Social Media
  |       |---> Positive: Guests appreciate personalized service and luxury experience
  |       |---> Negative: Common complaints about food quality and parking availability
  |
  |---> Monitor and Evaluate Effectiveness
  |
  |---> Collect Guest Feedback
  |
  |---> Continuous Improvement
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  |---> End