Guests are distracted more than ever. Inboxes contain hundreds of emails, and any message that your property sends to guests can easily be ignored.
It’s a science to think about how you can stand out in pre-arrival messages, but it is also a vital matter for any hospitality business.
Don’t forget that your brand isn’t the only one trying communicate with them.
You will be competing with many other companies who send out their content and promotions. The main question is how can you stand out?
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We will discuss some best practices for pre-arrival email and hotel guest message.
Do you use the same templates that everyone else does? Sending the same information to all guests?
The standard pre-arrival email fails because it blends in. Everyone’s doing the same thing – sharing basic booking information, generic offers, and poorly timed messages.
It can lead to a cluttered inbox. When all messages are similar, none stand out.
In order to solve this problem, it is important to rethink when and how these communications are sent. Instead of sending predictable, templated messages out at predetermined times, Take advantage of unique angles to improve your timing.
Your brand will stand out more if you send a thoughtful message at the right time.
There are four ways to ensure that your guests see your messages immediately.
1. Subject lines that are emotional and based on stories should be written in this way
General and boring messages don’t grab anyone’s interest. You need to make your message personal and emotional. Which is the best way to communicate with hotel guests? Your best friend will always be storytelling.
When it comes to emails, the subject line is the first thing you should consider. Your goal is to arouse curiosity and make your voice interesting. You will have a higher chance of getting more open rates.
Consider:
– Don’t use too long subject lines: They need to be compatible with both desktops and mobiles.
– Use names to spark curiosity: Maria Corpas has recommended that you do exactly what she said. her tips to build better hospitality emailsYou can create subject lines by using names of specific places or numbers that will grab the attention and interest of your guests.
– Be specific and to the point: Let the guest know you are interested in discussing their stay. You can say, “About your next trip”, “You need to know about your reservation”, or “We have important details about your trip”.
You can A/B-test your subject lines to determine if they are effective. CRM software.
2. To stand out, use multiple channels and not only email
Email is still the most popular way to communicate with your guests before they arrive, but it can be restrictive.
Travellers, particularly millennials and Gen Z today, interact across multiple platforms including SMS, WhatsApp and social media.
You should adopt a multichannel approach but do not overwhelm your visitors. The key is to be present when it makes sense, not everywhere.
Consider using SMS to communicate time-sensitive info, such as room upgrades and early check-in. WhatsApp is a great platform for quick and interactive communication. If you’re interested in learning more, click here. Check out this guide Is WhatsApp for guest communication worth it?
3. Use contextual messaging: Tailor your content to the traveller
Guests should not feel as if they are being spoken to by a robot, but rather a real person. Moreover, the message must be relevant to them.
What does that mean? Will you spend hours crafting messages unique to each of them? You can’t.
Make a distinction between first-time guests, returning visitors, and family guests and tailor your service to their needs.
Don’t just focus on selling and upgrading. Also, share information that will help guests. What are some examples? Find out what’s happening in the city, or get directions to your home.
For more examples and ideas on what to say during pre-arrival, read this article.
4. Change up the format – Visual pre-arrival messaging tactics
Did you know most guest communications prior to arrival rely heavily on plain-text? We live in a multimedia age! Where video reigns supreme. Try GIFs or short videos. Or even memes with a light brand theme.
You can, for example, A short video greeting Can be an unique way to greet guests before their arrival.
Although it is not practical to make one for every guest If you have frequent or high-spending customers, consider this..
A quick, personal greeting from a concierge or manager at the front desk can have a huge impact, especially if you include tailored suggestions or details regarding their upcoming trip.
Learn how to measure your success after you have spiced up the pre-arrival message strategy. You can find out more about: How to measure pre-arrival communication success: KPIs that matter
It’s not simply inbox fatigue if your pre-arrival message is ignored. This is a sign to rethink how you’re approaching the situation. Here is a quick check-list to help you standout and make each message count.
✅ Don’t treat pre-arrival like a booking reminder — treat it as part of the guest experience.
✅ Use emotional subject lines to arouse curiosity and excitement.
✅ Include visuals like short videos or GIFs.
✅ Send the right message on the right channel — not everything belongs in an email.
✅ Each message should be tailored to the travel reason and timing of your guests.
✅ Keep the tone human and helpful — not robotic or salesy.
You can improve your pre-arrival communication by making small adjustments to the tone, timing, or format. This will make your guests feel more welcome before they arrive.
Bookboost transforms your pre-arrival communications into a seamless and personalised guest experience You can now send SMS, WhatsApp and email. Our CRM will help you to cut through the clutter and get real results, whether you are sending tailored offers, welcoming videos, or smart reminders.
