In today’s fast-paced hospitality landscape, travelers expect quick, high-quality responses – regardless of their chosen communication channel. At the same time, a well-executed hotel guest messaging strategy drives revenue by increasing direct bookings, upsells, and loyalty.
NB: This is an article from Asksuite
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When used strategically, pre-, during-, and post-stay interactions generate outstanding results. Asksuite clients who leverage automation and personalization have already achieved up to 166x ROI!
In this article, we’ll explore the impact of guest messaging, how hospitality-focused technology enhances communication, five essential automation workflows, and real success stories.
What is hotel guest messaging?
Hotel guest messaging refers to digital tools used to engage with travelers before, during, and after their stay. When integrated into an omnichannel platform, it consolidates all conversations, providing a complete history for reservation staff.
Since messaging can be repetitive and high-volume – leading to potential errors – it’s essential to rely on hospitality-driven automation. This prevents staff overload and minimizes mistakes, such as incorrect names or dates.
Automation ensures essential communication – confirmations, check-in details, and post-stay follow-ups – are sent at optimal moments without manual effort. This level of responsiveness aligns with guest expectations for instant, relevant information.
At the same time, personalization transforms routine interactions into tailored experiences. By leveraging guest data, hotels can craft targeted offers, amenity recommendations, and customized tips. Together, automation and personalization create a seamless, engaging experience.
5 workflows to communicate with guests throughout their journey
Now you know the importance of guest messaging, let’s check out some practical tips for you to implement at your hotel.
Here are 5 workflows to be used during every stage of your guest’s stay!
1. Abandoned booking recovery
Not every traveler completes their reservation on the first attempt. By detecting abandoned bookings and triggering an automated follow-up message, hotels can recover missed revenue opportunities and increase direct bookings.
A well-timed message can remind potential guests of their incomplete reservation, highlight the benefits of booking directly, or even offer a limited-time incentive, such as a discount or free upgrade. This workflow re-engages potential guests and boosts conversion rates.
Real-life success case: An Asksuite client using AskFlow achieved an impressive 166x ROI by following up on abandoned bookings with guests who had requested a quote but hadn’t completed their reservation.
2. Early check-in message
Guests appreciate flexibility, and an early check-in message allows hotels to manage arrivals efficiently while avoiding lines at the front desk at peak times. A few days before the guest’s arrival, an automated message can inform them about the option to check in online. This improves the guest experience by offering convenience while optimizing the hotel’s operation.
