Guests are distracted more than ever. Your guests’ inboxes can easily be cluttered with hundreds of emails.
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.
Keep in mind that you are not the only brand trying to reach out to 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?
They blend 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 everyone’s message looks the same, none of them stands out.
It’s important to rethink the way and when communications are sent. Instead of sending out predictable messages, 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.
Four tactics to make your message stand out in a crowded inbox.
1. Subject lines that are emotional and based on stories should be written in this way
Messages which are boring and general do not get attention. Today, it’s important to make the message emotional and personal. What is one of the best hotel guest message practices? The best way to tell a story is always by telling one.
Subject lines are the first part of any email communication. Your goal is to arouse curiosity and make your voice interesting. It will help you to get a better open rate.
Also, consider:
– Don’t use too long subject lines: Remember that they must fit both desktop and mobile.
– 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: You can also let them know you’d like to talk about their upcoming trip. As an example, you can use phrases like “about your upcoming trip”, ‘you want to know that about your booking’, ‘we have important information regarding your trip” and others.
Test the subject lines in your email by A/B testing them. CRM software.
2. Stand out by using multiple channels, not just email
It’s still common to use email for pre-arrival communications, but this can be limited.
Millennials and Gen Z travellers, in particular, use multiple platforms to communicate, such as SMS, WhatsApp and social media.
You should adopt a multichannel approach but do not overwhelm your visitors. Being present is more important than being everywhere.
Consider using SMS to communicate time-sensitive info, such as room upgrades and early check-in. WhatsApp can also be used to engage in quick and interactive conversations. This guide will help you: 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. You can also share useful information with your guests. What are some examples? You can find out about events in your city or how to reach your property.
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? Now we are in the multi-media era! Video is the king. Think beyond plain text, and try GIFs, videos or light memes that are aligned with your brand.
You can, for example, Video greetings 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 specific details regarding their upcoming trip.
Learn how to measure your success after you have spiced up the pre-arrival message strategy. Find out more by visiting: How to measure pre-arrival communication success: KPIs that matter
It’s not simply inbox fatigue if your pre-arrival message is ignored. It’s time to rethink the way you do things. Here’s a checklist that will help you make your message stand out.
✅ Don’t treat pre-arrival like a booking reminder — treat it as part of the guest experience.
✅ Use subject lines that evoke emotion, such as curiosity or excitement.
✅ Include visuals like short videos or GIFs.
✅ Send the right message on the right channel — not everything belongs in an email.
✅ Make sure that each message is tailored to the reason for the guest’s travel as well as their timing.
✅ 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 and format. This will make your guests feel more welcome before they arrive.
Bookboost allows you to transform your pre-arrival communication in a seamless, personalized guest experience You can now send SMS, WhatsApp and email. No matter if you’re looking to send out tailored offers, welcome video or smart reminders, CRM can help you cut through all the noise and achieve real results.
