Effective pre-arrival communication streamlines the guest journey, solidifies brand identity, and drives revenue through targeted upselling. However, while thoughtful touchpoints build anticipation and clarify expectations, fragmented or irrelevant messaging creates friction and undermines your professional image.
NB: This is an article from WebRezPro
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To maintain guest confidence and ensure a seamless transition from booking to check-in, avoid these common pre-arrival communication pitfalls.
Mistake #1: Attempting Everything Manually
Attempting to manually send pre-arrival messaging not only takes more time than you have as a busy hotelier, it results in errors and guests slipping through the cracks. But by leveraging a property management system (PMS) like WebRezPro, hoteliers can automate branded communication with pre-set triggers so that accurate information is delivered to every guest at precisely the right moment.
Mistake #2: Omitting the Booking Confirmation
Without a confirmation, guests can’t know that their reservation was successful. To find out, they’ll have to contact your front desk by email or phone, and either way creates extra steps for both parties.
Configure your booking engine to display on-screen confirmation and use automated templates to deliver instantaneous emails that confirm and recap essential stay details. These details should include:
- Confirmation number
- Guest name
- Number of guests on the booking
- Property name
- Reservation dates
- Room type booked
- Rate type booked
- Cost of the booking and payment information
- Check-in/out times
- Deposit and cancellation policies
… and a thank you for choosing your property.
In addition, the confirmation email serves as a written record in case of disputes and provides a valuable opportunity for upsells.
Mistake #3: Skipping the Guest Agreement
The guest agreement serves as a vital tool for establishing clear expectations. If a guest violates your terms, you can use this agreement to show that they were aware of them.
Serving as an online registration form, guest agreements facilitate the secure collection of identification, payment authorizations, and vehicle details prior to arrival. By capturing this data in advance, you eliminate administrative friction at check-in for an efficient guest experience.
