From booking through to check-out, hotel emails are an extension of your front desk, providing information your guests need and opportunities to enhance their stay, and making them feel valued.
NB: This is an article from WebRezPro
Here are five hotel emails your guests expect… Are you sending them to every guest?
Booking Confirmation Email
Check-in Details / Online Check-in Email
Post-stay Thank You / Feedback Request Email
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Let’s dig a little deeper into the purpose of each type of email and what it should include. Then, keep reading to discover how a property management system like WebRezPro can automate the process of sending these important emails, saving you hours of time and ensuring every guest receives the right information at the right time.
1. Booking Confirmation Email
Whether a guest books online, by email, or by phone, it’s not enough to simply provide guests with a booking confirmation number. Encourage guests to provide their email address in order to receive a booking confirmation email so they have all the details of their stay at their fingertips.
Booking confirmation emails serve as an acknowledgment of the guest’s reservation and reassurance that it was successful. They also put the onus on guests to ensure the information they have provided is correct. Booking confirmations should be sent immediately after a guest makes a booking.
What to Include: Booking confirmation emails should contain the guest contact information, reservation number, dates of stay, number of guests, number of rooms, room type, room rate, cost breakdown (including amount paid, amount owing, and taxes), cancellation policy, and terms and conditions.
Including this information enables guests to verify their details and will decrease the number of follow-up phone calls. Remember to include your hotel name, address, and phone number as well so they know how to reach you.
As an extension of your customer service, be sure to thank guests for their reservation and address them by name. This email also serves as a wonderful opportunity to ask guests if they have any particular preferences or special requests that you may be able to accommodate, e.g., extra pillows, cot or baby crib, a room away from the elevator, etc.
2. Pre-arrival Email
Pre-arrival emails serve a practical function but also get guests excited about their trip and set a positive tone before arrival. They are typically sent within the week before check-in. In addition to reminding guests about the details of their upcoming stay, the pre-arrival email gives your hotel an opportunity to provide additional information about your amenities and offer relevant upsells.
What to Include: The pre-arrival email should welcome guests and confirm basic details of their upcoming stay, including the arrival date, number of guests, and room type. Check-in and check-out times should also be included, as well as any check-in protocols—such as wearing a mask, observing social distancing, or reminders about current government recommendations.
Recommending room upgrades, packages, and add-ons within this email is the perfect opportunity to offer guests ways to personalize their stay while driving hotel revenue.
Don’t forget to let guests know you are excited to see them!