4 tips for seamless pre-stay communication with guests

Learn how to start a conversation with a hotel guest and make first impressions count with a pre-arrival email. We’ve gathered some tips on how to talk with guests in order to set the right expectations, share vital information and provide a consistently great guest experience.

Check your messaging settings

1. Set up a welcome email

Guests won’t always make a booking during your working hours, but you can still give them a warm welcome if you set up an automated welcome message in your extranet.

You can make your message as simple or as personalised as you want. Many partners like to help guests plan their visit by including information about check-in times, property directions and parking. Plus, if you set up a scheduled template, your message can be automatically sent every time a new reservation is made.

2. Reply promptly to guests’ messages

A quick reply goes a long way with guests. Sending a prompt response puts them at ease, and could even lead to them leaving higher review scores – influencing other travellers to book in the future.

You can create a great experience for guests – and save yourself time – if you set up automatic replies to answer their most common questions.

When a request is processed using automatic replies, your guest receives an email (or a message via the Booking Assistant chatbot) confirming whether their request is approved, rejected or subject to availability. With each of these answers, you can include message templates to provide any additional information that may be needed.

If you want to manage your property on the go, you can download our Pulse app to receive push notifications and reply to guests whenever you want, wherever you are.

3. Save time with templates

Our partners often tell us that the majority of their pre-stay communication concerns the same topics – parking costs, luggage storage, how to reach the property, etc.

If you set up message templates for frequently asked questions, you can save time and respond to your guests in a matter of clicks by sending custom replies, instead of typing the same thing over and over again.

You can even include image attachments to provide your guests with additional information. Once you’ve set up your templates, all you need to do is select the one you want and press ‘Send’. To make things even easier, you can also personalise your templates in the extranet by adding placeholders for your guest’s name, check-in time, property name and more.

4. Keep track of your Reply Score

We know from research that guests really appreciate quick replies to their requests and messages.

To help you make sure you’re replying to guests in a timely manner, we display a Reply Score under the ‘Guest messages’ section of your extranet 'Inbox' tab.

By answering guests as soon as you can, you’ll improve your Reply Score as well as guests’ overall experience. What’s more, we’ve seen that partners with high scores also tend to have lower cancellation rates and higher review scores.