Research and real-world experience show:
Most guests never say what went wrong. They just don’t come back.
In this episode of Seen. Booked. Sane., Kay Walten breaks down the five quiet moments that shape whether a guest books, relaxes, returns, or vanishes.
Only one of these moments happens online.
The others unfold in the human, operational details that rarely get reviewed.
You’ll hear:
Why website clarity creates emotional safety
How inquiry tone predicts the entire stay
Why pre-arrival communication is the true hinge moment
What guests judge in the first three minutes on-site
How the stay really ends, and why most operators miss it
Kay also shares firsthand stories from the Riviera Maya Mexico, the French Riviera, and Canada, small moments that reveal how easily trust erodes, and how powerfully it can be rebuilt.
One episode. Five moments.
One simple test you can run before your next check-in.
