4 tips for seamless pre-stay communication

Learn how to start conversations with guests and make first impressions count with a pre-arrival email. We gathered some tips on how to set the right expectations, share important info, and provide a consistently great guest experience.

Check your messaging settings

1. Set up a welcome email

Guests don’t always book during your business hours, but you can still send them a warm welcome if you set up an automated welcome message on the Extranet.

You can personalize messages as much as you want. Many partners like to help guests plan their visits by sharing info about check-in times, property directions, and parking. Plus, if you set up a scheduled template, your message can be sent automatically every time a new reservation is made.

2. Reply to guest messages promptly

A quick reply goes a long way. Responding promptly puts guests at ease and can lead to higher review scores – convincing other travelers to book with you in the future.

Create a great experience for guests—and save yourself time—by setting up automatic replies to their most common questions.

When a request is processed using automatic replies, your guest receives an email (or a message from the Booking Assistant chatbot) confirming whether their request is approved, rejected, or subject to availability. With each of these answers, you can also include message templates to provide any other relevant info.

If you want to manage your property on the go, 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 centers on the same topics, e.g. parking costs, luggage storage, how to reach the property, etc.

If you set up message templates for frequently asked questions, you can save time by responding to guests in just a few clicks to send custom replies, instead of typing the same answers over and over again.

You can also attach images to share additional info with guests. After setting up your templates, just select the one you want and press Send. To make things even easier, personalize your templates on the Extranet by adding placeholders for guests' names, check-in times, property names, and more.

4. Keep track of your Reply Score

Research shows that guests appreciate quick replies to requests and messages.

To help make sure you're replying to guests promptly, we display a Reply Score under the Guest messages section of the Extranet's Inbox tab.

By answering guests as quickly as possible, you’ll improve both your Reply Score as well as guests' overall experiences. On top of that, partners with high scores also tend to have lower cancellation rates and higher review scores.