Hotel Guest Communication Tips

What is Hotel Guest Communication?

Hotel guest communication refers to how a hotel interacts with its guests before, during, and after their stay. This includes booking confirmations, check-in instructions, during-stay updates, feedback requests, and thank-you notes. Clear, consistent, and tailored guest communication may make or break a visitor's impression of your resort.

Hotel guest communication channels

Effective guest communication initiatives require the correct technology. Modern hoteliers use the following prominent hotel guest communication channels for communicating with hotel guests:

Property Management System (PMS) and message integration
CRM systems for creating personalized guest profiles
Automated email and SMS tools
Guest applications offer in-app communications and concierge services.
Chatbots and AI-powered assistants for 24-hour service

These platforms make guest communication faster, smarter, and more impactful.

Types of Guest Communication

Understanding the many sorts of guest communication is essential for creating a seamless guest journey. Each stage of the guest lifecycle provides an opportunity to connect, support, and impress your guests.

1. Pre-arrival Communication

This occurs after booking but before checking in.

Goal: Establish expectations, decrease friction, and personalize the stay.

Examples of booking confirmation emails include check-in/check-out information, payment options, and location.
Pre-arrival email with upsells (spa, late checkout, and room upgrade).
24 hours before arrival, the guest receives an SMS reminding them of their stay.

Example:

Hi Maria, we’re excited to host you at Palm Villa Resort this weekend! Upgrade your stay with a pool-view suite for just $30/night. Click here to upgrade now!

2. Check-In Communication

The purpose is to welcome the guest, remove uncertainty, and facilitate a seamless check-in.

This occurs on the day of arrival or during the actual check-in process.

Examples include SMS with room numbers, digital keys, and parking information.
Concierge message upon arrival, including a welcome message and area tips.
Personalized in-person greeting (for example, "Welcome back, Mr. James!").

Example:

Welcome to Sunset Hotel! Your room is ready (Room 407). Need anything? Just reply here, and our concierge will assist.

3. In-Stay Communication

Ongoing communication during the guest’s stay.

Purpose: Offer assistance, collect real-time feedback, and encourage service use.

Examples:

Daily check-in messages (“How is your stay so far?”)
Room service promotions via push notification or SMS
Handling complaints (e.g., delayed room cleaning or maintenance issues)

Example:

Hi Alex, just checking in—how’s your room so far? Let us know if you need fresh towels, extra pillows, or dinner reservations!

4. Check-Out Communication

Occurs during or just before departure.

Purpose: Make leaving easier and promote comments or return bookings.

Examples include mobile check-out instructions.
Reminder regarding billing and stuff left behind.
Link to the feedback survey or loyalty enrollment.

Example:

Thanks for staying with us! Click here to check out. Your receipt will be emailed. We'd love your feedback—rate your stay in 2 minutes.

5. Post-Stay Communication

Follows after the guest has left.

Purpose: Collect comments, encourage reviews, and provide loyalty or return discounts.

Examples include sending a thank-you email with links to TripAdvisor or Google reviews.
Receive a discount email for future bookings.
Request a testimonial or reference.

Example:

Thank you for choosing Olive Tree Hotel, Clara! We hope you had a relaxing time. Leave a review and get 15% off your next stay.

Hotel Guest Communication Tips

Implementing smart hotel guest communication tips helps create memorable stays and reduce friction. Here are top guest communication strategies you can use:

1. Personalize every interaction

Why does it work: Guests feel appreciated when letters include their name, preferences, and context.

Tactics:

Track visitor preferences using a PMS or CRM application (for example, favorite room, dietary needs).
Create personalized welcome messages based on guest history (returning vs. new guest).

Example:

Welcome back, David! We’ve prepared your favorite espresso machine and a corner room, just like last time.

2. Automate to Maintain Timeliness

Why it works: It ensures that no vital messages are overlooked, even during peak hours.
Implement automated procedures for booking confirmations, pre-arrival suggestions, and post-stay follow-ups.
Set up SMS reminders or email campaigns in advance.

Example:

Hi Sarah, your stay at Bluewater Inn starts tomorrow. Here's your itinerary and local weather forecast.

3. Be Proactive, Not Reactive

Why does it work: Identifying a guest's requirements before they express them promotes trust and comfort.

Tactics:

Send mid-stay satisfaction surveys.
Make guests aware of any noise, weather disturbances, or maintenance.

Example:

Heads up! We're performing minor pool maintenance tomorrow from 10 AM–1 PM. We’ve arranged free access to the rooftop lounge during that time.

4. Multi-Channel Communication

Why does it work: Guests choose a variety of mediums, including email, SMS, WhatsApp, and in-app chat.

Tactics:

Allow guests to choose their favorite communication mode while booking.
Use a centralized dashboard to manage interactions across all platforms.

Example:

A guest receives a WhatsApp welcome message and can text back for room service or spa reservations without installing an app.

5. Empathetic and Prompt Complaint Handling

Why does it work: How you handle situations typically influences how people remember their stay.

Tactics:

Train employees to respond to concerns within minutes.
Provide recompense or solutions with empathy.
Follow-up with a genuine message or gesture.

Case Study: Turning a Bad Situation into Brand Loyalty

Problem: A couple's air conditioning failed at night.

Guest Complaint: Frustrated, they left a nasty review on Google the next day.

Guest Communication Strategy Used:

The GM answered within hours, apologized, refunded one night, and extended a complimentary two-night weekend stay.

A handwritten note and wine were left in the room during their second visit.

Following their visit, the guest amended their review to 5 stars, complimenting the service recovery.

Takeaway: Empathetic, targeted, and proactive guest contact transformed a negative experience into a tale that the couple shared on social media.

Ready to Transform Your Guest Experience?

Our invaluable resource on guest communication strategies to master guest communication features methods meant to improve hosting experiences. Our carefully designed templates resemble a set of instructions that lead hosts through efficient ways to master guest communication. Understanding the need for clear and concise communication in the hospitality business, our handout provides hosts with the tools they need to skillfully manage different guest interactions, eventually establishing a culture of hospitality competence.