5 Do’s and Don’ts of Direct Messaging Your Guests

Last week, we shared the top five reasons not to be afraid of direct messaging your guests in part one of this blog series.

Now that you’re not afraid (hopefully), it’s time to actually do it: ask someone out (I mean, direct message your guests – you’ll have to read part one to understand the dating references in this piece).

Before we get into our do’s and don’ts, keep this in mind: A lot of articles that focus on direct messaging talk about the basic stuff: be nice and pleasant, don’t try to up-sell in your first message, don’t be unprofessional – just like the basic rules of dating are don’t look like you just woke up, smile, ask a few questions, carry a conversation.

We’ll assume you already know all that; after all, you’re in the hospitality business and being hospitable is our number job (we can’t help you if you don’t know the dating basics, though).

That being said, here are five do’s and don’ts of direct messaging your guests.

#1:  Do find out if they were delayed

A travel delay can annoy even the most pleasant travelers. If they are willing to chat with you after a delay, chances are they are tired and need something, so predict what they may need before they ask.

If they’re delayed, let them know you’ve sent up toiletries to their room in case they had meant to buy them and hadn’t had a chance, or that you’ve left a do-not-disturb on the door so they can sleep in. Take it one step further and have an article handy about what to do when you’re delayed (the stress can make travelers forget about some basics).

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