Stay informed with the latest travel insights, analysis and expertise.
The latest Booking.com developments relevant to your business, while showcasing the great work you do.
Connect online with fellow Booking.com partners for the best tips and advice.
All you need to know to succeed as a Booking.com partner.
Looking for expert advice on making the right decisions for your property? Explore our solutions designed to help you achieve your ambitions.
Find out how to get set up, and read about our services and features.
Show and Tell: Your guest welcome email
My welcome email sets out our check in and check out times, and requests an ETA. It give directions on how to get to us. Links to the current weather and links to things to do in the area. We have a comprehensive online guest book that is very detailed with many FAQ's answered, our welcome email also provides a link to that.
I have a quick template, I always send using PULSE, as soon as my phone beeps with a special ringtone...
Thank you for your booking at [PROPERTY_NAME]. We are delighted to host you from [CHECKIN_DATE] for [CHECKOUT_DATE].
Our facilities are easily accessed on a “self-check in” basis (if you have a local cell phone, I can set it up to open the driveway gate) however, please let us know your expected arrival time, and we will be sure to look out for you at Suites on 74. I am also on WhatsApp (+27 MY NUM BERR) and adding me as a contact can be helpful as we can communicate around your arrival.
We provide coffee, tea, milk, sugar and rusks in the apartment's kitchen as part of the service.
If you have any special needs, please let us know so that we can make your stay as comfortable as possible.
We will prepare an invoice for the total price and present it to you for payment when you arrive. If you would like to see specific personal or company information on the invoice, do send us the details and we will make the updates.
We will contact you with a request for a deposit and re-confirmation if another guest requests the same dates and we have not heard from you.
We look forward to welcoming you to Suites on 74!
It usually gets a "Thanks" type response, and sometimes a special request follows, mostly the guest then calls me directly to discuss something. When they are silent, and they are arriving within a month, or there is demand for the apartments, I send this one....
Please reconfirm your reservation to stay at Suites on 74 from [CHECKIN_DATE] urgently. We are sending you this message because we have not heard from you and are receiving enquiries for the same date from other potential guests.
We look forward to being of service!
Kind regards,Gisela Wullschleger
Suites on 74, Worcester
And If I don't hear from them I send them a quick short ultimatum about payment by electronic funds transfer, to which most reply swiftly, usually by calling my number or messaging me. If they don't I open the room by adding a room on the calendar, and I start initiating the cancellation process which booking,com allows on the extranet.
I get a lot of people saying how much they love receiving my messages! On the day they arrive, I sms them to tell them when the room is ready, where to find the keys, how to enter at the gate, where to park, what time the staff are available to meet them and what they should do if they arrive late. On the day they leave, I message them to indicate whether they need to leave by check out time, or if they have an hour or two lee-way on departure time, which staff member is on duty to bid them good bye and where they should leave the keys.
Over-communicating is really not a concern!
These are great tips, thanks to everyone who has already shared!
Email templates are a fantastic time-saving tool. If you haven't set one up already, we have a quick guide in our Partner Help Centre.
Angela, can you share a bit more about the online guest book? This sounds like an interesting tool that other partners might like to adopt. :)
Sorry I am off topic.
Laura - I created my online welcome book through a company called TouchStay - https://touchstay.com/. They have a basic template that you customise and add menu items specific to your own property. It ends up as a website layout comprehensive FAQ.
Cassid - I link to a page on my own website - www.promhillscabins.com.au/index.php/things-to-do - it lists everything I can think of to do within about a 45min radius.
Angela Thank you for sharing. I just registered on touch stay.
Awesome ideas! I love the short and sweet of it.
Because of my non-refund, pay by card, prepayment required-policy the first message I send includes a Payment schedule. Eg.
Days before arrival: More than 30Payment due: Deposit of 25%Scheduled for: DATE
Right underneath the date the payment is scheduled to go off, I inform them that should they wish to make alternative arrangements they need to contact me before the payment is executed. This works like a charm! And it also avoids chargebacks from the bank where the guest gets a deduction 2 days after booking and in a paranoid confusion phones the bank to report fraud.
MikeM, had an awesome idea of posting information as a Photo on the resort description, I will be testing it soon.
Thanks for all the insight forum-ers!
May be want to include Wifi code and parking instruction
So helpful to have the email templates and can adjust them for the specific guests.
Thank you all for these excellent ideas. They prompted me to create an FAQ page on my own website, with the answers to many of the questions that my guests ask most often. I'm sure I'll be adding more as time goes on! In my confirmation email on Pulse after a booking has come in, I state: "If you have any questions, some of them may already be answered here".
Hi Corinne Orde,
Thanks for your post! We love the FAQ page idea. Laying it out in a question and answer format helps guests find information quickly.
P.S. Congratulations on the newest member of your household. What a handsome pup! :)
This is so helpful. I am creating my welcome email today!
Hi Clairelouiseduplessis, welcome to the Forum! We'd love to see the finished product :)
If you have any go-to tools or time-saving tips that could help the community, please feel free to start a new post too!
Well I learned a little something from this thread.
For two weeks now I have been using my new improved welcome email.
Before it was a simple & automated confirmation reiterating the booking details.
Now it has a more cheery, informal greeting, basic map, most pertinent policies and then a personalised section containing a thanks for any extra information already given (e.g. arrival time) and/or a prompt for required information e.g. I just sent one for a parent and child booking, they booked a double bed so I have asked if they would prefer two singles (which deliberately do not appear on our OTA listings).
Anyway, upshot is noticeably improved communication with future guests and comments of already feeling well attended to. :-)
Thanks for the pointers that I really should have had in place already!
Our standard welcome letter/email is just reconfirm just booking details with us. We also put important about check in time, check out time, transportation from airport to hotel, hotel map, hotel contact number address in English and in Thai (local language).
And sometime if in hotel or around hotel have any event during guest stay, we will also add these information as well.
And lastly we will try upsell room, F&B event, spa before guest arrival with special deal.
So I've recently learned of a very valueable procedure that Booking.com has in place for bookings that were made without a Credit Card.
Should you wish to cancel the reservation because the guest has not paid before your deadline, Booking.com needs the following to show on the Extranet either via Msg or Email:
1. The banking details where the guest needed to make the payment into2. The due date of when the payment was supposed to be made3. The amount due. 4. The currency of the payment requested.
If they see all this on the email/msg, and it has been 24 hours with no response from the client, then Booking.com will cancel the reservation! Which means you won't have to request it yourself and wait 7 years for the client to accept the cancellation.
The reason why I am posting this here... these details now form part of my Welcome email, for Every booking (whether they have loaded a card or not). The consultant from Booking.com has advised that these are very important to communicate to the guest.
Anyway, Happy Braai daay on Monday to my fellow South-African friends.
Would someone please tell me how to put my photo here?
Sara Jarvis You can use this function which will show on PC browser only. If you are using mobile, I believe that it not work.
Thanks very much, I did it on iPad.......using pulse
As soon as I get the booking, I send a quick message through Pulse, thanking them for booking with us. A week before check in, I send the following email with two booklets attached, as described in the email. This email was refined over the course of more than a year, and has helped eliminate any confusion or problems. We're renting out an entire house, and we aren't there to greet the guests, as it's an hour drive from where we live. So we need to establish a relationship early to avoid any problems. Here's our email:
Hi, [FIRST NAME],
In anticipation of your visit to Château de Vin next week, I have attached a couple booklets for your review.
A couple notes about your visit:
What your cleaning fee covers:
What your cleaning fee does not cover:
Additional fees will apply if our cleaning crew finds any of these conditions. Also, if you plan to play beer pong, please bring your own table and play outside on the deck. We don’t want alcohol spilled on our floors.
We hope you make some wonderful memories during your visit.
Please respond to this email, so we know that you received it, and accept the information in it. And feel free to forward it to other members of your group.
Thank you all for this information. Surely I will change my e-mail messages giving more details. I did not know that it was necessary.
Thank you all this information collectively has been very helpful. There were things I had not thought and did not have in my welcome email. I sure will add them on now and it sgould improve the guest;s stay.
This is how we send a welcome email to Foreigners:
Dear GuestThanks for choosing Smyle Inn for your upcoming stay in Delhi. Your booking has been confirmed.
Please note the following information and allow us to offer you a hassle-free and comfortable stay:
1) Check-in time is 12 noon. We will give free early check-in starting 9:00 AM if the room is available. Checkout time is 11:00 AM. More on: www.smyleinn.com/faq.html.2) Reception is open 24 hours. So there is always someone to check-in and check-out the guests.3) Collect your free WiFi password when you arrive at the reception. 4) There is a travel desk at Level 3 of Wing 1 building where you can get FREE City Map, book train tickets and get general information about the neighbourhood and the city.5) Payments can be made by Cash / Visa Card / MasterCard / Maestro Card. All card payments attract 3% surcharge.6) Very Important: If coming at odd hours or for the first time, please do consider ordering airport pickup to avoid scams of taxi drivers. This will also save you the trouble of locating us. Our airport pickup is for an additional INR580 (which is about USD8 per car per pickup). You can send us the flight details if needed. It is available 24 hours and is highly recommended. 7) Lastly, if you have not done it already, we request you to please email us your arrival time and/or flight/ train information.
Any changes to the booking OR pickup need to be advised 48 hours prior to arrival.
Any issues, please write to the owners at email@example.com for a speedy resolution.
For “things that happen only in India”, traveling tips, tour recommendations and much more, follow us on: Facebook: www.facebook.com/HostelSmyleInnDelhiBlog: www.smyleinn.com/blogTwitter: www.twitter.com/smyleinnGoogle Plus: http://plus.google.com/+SmyleInnLooking forward to seeing you.RegardsHarish SharmaSmyle Inn- Your Friends in Delhi 916, Gali Chandi Wali, Main Bazaar, Paharganj, New Delhi - 110055Tel No: 0-9999276591, 011-23589107, 011-23584076Near Cheh Tooti Chowk mosque and Citibank ATMGoogle Maps Link: https://goo.gl/yFDBSY
FOR LOCALS WE SEND THE FOLLOWING:
Dear Guest,Thank you for booking your stay with us. We have blocked the booked rooms for you.Please advise the time of arrival.As per the booking policy, rooms are available from 12 noon of the booking date. Early check-in is available only after 9AM subject to room availability. For check-in earlier than 9AM, previous night charge is applicable. Please read the FAQ page for more details on this policy www.smyleinn.com/faq.html
Payments can be made by Cash / Visa Card / MasterCard / Maestro Card. All card payments attract 3% surcharge.
Here are the directions from New Delhi Train Station:Walk and exit from platform no 1 side. Also called the Paharganj Side. Exit the station compound from left hand side gate...also called the entry gate of the station.In front you will notice a main bazaar. Enter the main bazaar. Ask anyone in case of confusion.Walk 300 meter you will notice a mosque on the right and a Citibank ATM on the right.Our street is next to Citibank ATM on right.Enter and you will notice Smyle Inn after 10 meters.If you need directions from any other place, please do let us know the arrival point in Delhi and we will send you directions accordingly.For the purpose of checkin, all the adult members who will be staying with us, need to carry any one of the following document in original:1) Passport OR2) Voter ID Card OR3) Driving License OR4) Adhaar Card.Please note that ID proofs must not be issued in New Delhi area. If you are unable to meet this requirement, please let us know.Thanks and Best RegardsHarishSmyle Inn916, Gali Chandi Wali, Main Bazaar, Paharganj, New Delhi - 110055Tel No: 0-9999276591, 011-23589107, 011-23584076Near Cheh Tooti Chowk mosque and Citibank ATMGoogle Maps Link: https://goo.gl/yFDBSY
Happly New Year All,
I am a new comer to Partner booking.com. In the process of doing my draft template in welcoming guest(s), I thought I why not Google to see if there are any templates that provide any ideas that may help me along the way. Bingo!...I came upon this forum... as much as I find that I was on the right path, this forum has been a great guideline to work with. I am about to tweak my draft.
Guys you all have been a great help! ... thank you all!
Hello new members and welcome to this helpful forum. Everything you want to know is here. Partners are very willing to help in any way. Templates are very useful and I love that booking.com has automated system to send messages whenever you want.Wish a nice day to all...
Heres my automatic response as soon as they book:Hi [FIRST_NAME]Thank you for choosing Queens Park Lodge for your visit [CHECKIN_DATE] until [CHECKOUT_DATE], [NUMBER_OF_NIGHTS] Nights - we look forward to meeting you and ensuring you have a wonderful stay with us.
If you haven't already, please let us know an approximate time of arrival so we can be sure to be ready for you. Our earliest guaranteed check in is from 3.00PM though we may be able to make your room available a littler earlier if required, please ask. Letting us know when you will be arriving is very important for us, as a small 'Bed & Breakfast' we do not have around the clock 'reception' staff. You are also welcome to drop off luggage any time by appointment (so someone is here), and head out into town.
We would also be grateful if you can let us know in advance if you have any dietary requirements for breakfast (e.g. vegetarian, vegan, gluten free, etc), or anything else that would help make your stay more comfortable.
My (Dave) mobile is 07958 294132 in case you need help with anything, directions, etc. Please don't hesitate to message, call or text.
We will send you local directions a couple of days before your stay. Thanks again for choosing us and we are looking forward to welcoming you to QPL!
Dave and Jon ProprietorsQueens Park Lodge
All of these comments and suggestions are good. Beside some income from what we do, we enjoy meeting people from around the world. I believe that everyone has a life story to tell. One of the things I do is put out a small autobiography in each room People read, then they themselves are more inclined to open up and tell their story. Give it a try.
Unfortunately guests don’t read most of our emails but we have to keep on informing them and maybe they will respond to them.Have a nice day....
Namaste and Greetings from Ai boutique hotel thamel , Kathmandu, Nepal.
It is our great pleasure to introduce with you. Thank you so much for room reservation with us on Booking.com. Your booking hereby is confirmed.
Please kindly provide us your flight details; we will collect you from the airport accordingly which will cost you $7USD extra. One of my staffs will be waiting for you at the airport with your name card; please do try to find your name card. If you don’t find your name please give me a call to my cell number, my cell number is +977-9860575023.
We do organize the tours and trekking over here in Nepal as well as Tibet and Bhutan. We are pioneer of Most Popular flight in the World.
The Mt. Everest Flight (The highest peak in the world), it is one hours flight from Domestic airport.
We also specialize tours to Pokhara & Chitwan National Park.
Please bring a copy of your passport and few photograph, it is needed at Nepal Immigration to apply the Nepalese visa. This doesn't apply to Indian Nationals.
Hope to hear from you soon, if you have any queries.
Take care and have a great day.
Ai boutique Hotel
Cell +9779860575023 (Devendra Karki )
We chat/what’s App/Viber/IMO/Line ID: +9779860575023