By formally confirming each booking, independent hotels provide guests with clarity, build trust with their customers, and can reduce instances of no-shows, because guests know it is their responsibility to show up (or face late cancellation/no-show fees).
NB: This is an article from Little Hotelier, one of our Expert Partners
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Small hotels only have a few rooms and a handful of staff. A single missed or miscommunicated reservation can mean losing critical revenue, not to mention the brand damage that comes from frustrated guests who are caught up in an overbooking or a missed reservation.
A confirmation email or message acts as a contract between your hotel and your guests, reassuring them that their stay is secured. It is also a chance to show a bit of personality through customised text, and you can even present upselling opportunities by mentioning additional complementary services that you offer.
Importance of reservation confirmations:
- Prevent booking errors and miscommunications
- Build guest confidence and brand trust
- Minimise cancellations and no-shows
What should you include in a hotel reservation confirmation?
Why it’s important to get your hotel reservation confirmation right:
- Across industries, order and reservation confirmation emails see about a 65% open rate, far higher than the 17.7% average.
- Hotel confirmation emails have an even higher open rate of 72%.
- Timely, branded communications reassure guests their reservation is secure and set a professional and positive pre-arrival tone.
There are a few key considerations that a hotelier should keep in mind when creating a hotel reservation confirmation. The document should be clear, timely and uniquely yours. It should be designed to reassure guests that their booking is secure, set clear expectations for their stay, and make the most of opportunities.
1. Essential information
A hotel reservation confirmation should be clearly laid out and easy to read, and include the essential booking details below to ensure a smooth check-in experience:
- Guest details: Name, contact information, number of guests.
- Booking summary: Check-in/check-out dates, room type, rate, number of nights.
- Payment information: Deposit paid, remaining balance, payment methods, cancellation/refund policy.
- Hotel info: Phone, email, address (including clickable map/directions).
2. Professional presentation
Looks aren’t everything, but they certainly help. By creating a document that is beautiful, clearly laid out and sent at the exact right moment, you win a guest’s trust before they even arrive.
- Tone: Include warm, professional messaging that reflects your hotel’s personality.
- Branding: Prominently featuring your logo and brand colours can make your hotel more memorable and encourage return visits.
- Timing: Send the confirmation immediately after the booking is made, followed by a reminder a few days before check-in.
