Russell Of Hotels

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3 Ways Hotels Can Improve Guest Communication Before Arrival

pre-arrival communication. How your hotel communicates before a guest ever checks in can set the tone for their entire stay. It’s about building trust, excitement, and clarity.

3 Key Ways Hotels Can Improve Pre-Arrival Communication:

  1. Personalized Confirmation & Welcome Messages
    – Go beyond the standard confirmation email. Use guest names, trip reasons (if known), and offer helpful info like weather, check-in tips, or special amenities.

  2. Proactive Itinerary Suggestions & FAQs
    – Share local dining options, hotel features, parking info, and any current happenings at the property. This reduces stress and adds value before they even arrive.

  3. Text or App-Based Messaging Options
    – Let guests know they can communicate via SMS or your app. Whether it’s asking about early check-in or in-room preferences, it enhances accessibility and convenience.

Whether you're a hotelier, GM, or in guest services, improving your pre-arrival communication helps increase satisfaction, reduce confusion, and spark brand loyalty.

Russell L Edmond