E-mails you should send your hotel guests

From booking to check-out - emails are an extension of your reception. They not only provide your guests with important information about their stay. They also help you to market your hotel and build a relationship with your guests. In this article, we show you the most important emails you should send to your hotel guests.

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The most important facts at a glance:

  • Emails are an important tool for marketing your hotel and keeping in touch with your guests.
  • Sending emails to your guests is particularly important after the booking process, before arrival and after they have checked out of your hotel.
  • To retain former guests and motivate them to return to your hotel, you should send them regular promotional emails.

5 types of emails you should send your guests

1. Booking confirmation

This is the email your guests will receive after they have made a booking. It contains relevant details about their stay, including:

  • Guest contact information
  • Booking number
  • Date of the stay
  • Number of guests
  • Number of rooms
  • Room type
  • Breakdown of costs (including total amount, amount paid and taxes)
  • Cancellation policy
  • Terms and conditions

Booking confirmation by email not only gives your guests the opportunity to verify their details, resulting in fewer misunderstandings and queries. It also helps to build a relationship with your guests and gives a reputable impression.

2. Email to enquire about guest preferences or upselling email

This email is important to find out your guests' preferences before they arrive. Here are a few things you could ask:

  • Do they have any health issues that your staff should know about?
  • Do they need special arrangements, like a wheelchair?
  • Would they like to be picked up from the airport/arrival point?
  • Are there any special amenities in their rooms that they would like to have?

Not only will you learn about your guests' needs, but you can also use this email to upsell. For example, you can provide a list of the services you offer, such as spa and wellness packages and catering options.

3. Pre-arrival email

This email is usually sent out a week before check-in. The aim is to increase the anticipation of your guests. The email should remind travellers of the details of their upcoming stay and provide additional information about your facilities. For example, you can include step-by-step instructions on how to access the room and find a parking space. You can also inform your guests about offers or discounts they can take advantage of during their stay. Destinations for excursions are also always a good idea.

You can find more ideas for increasing guest satisfaction before their visit in our

Tips on pre-stay communication

4. Post-stay email

The relationship with your guests doesn't end when they check out. To complete your visitors' experience in a positive way, we recommend sending them a thank you email within three days after checking out. 

In this email, you can also ask your guests to provide feedback on their stay. You can find more informations about how to get reviews here:

Reputation management

5. Winback email

As it is much more expensive to attract a new guest than to keep an existing one, many hoteliers attach great importance to building long-term guest relationships. To this end, they regularly send promotional emails to keep their brand in the minds of their customers. These emails can include discounts or special offers for special occasions, as well as news about your accommodation.

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