Great communication is one of the most powerful tools a hotel can use to create unforgettable guest experiences—and it begins long before check-in. From the first inquiry to the final farewell, how your team interacts with guests can shape reviews, boost loyalty, and impact your bottom line.

Here are guest communication best practices to follow throughout the entire guest journey:

1. First Impressions Start with the Booking Experience

  • Send an instant booking confirmation with all relevant details.
  • Include a warm, personalized message thanking them for choosing your hotel.
  • Offer optional pre-arrival upgrades (e.g. breakfast, room views, airport transfers).

2. Keep in Touch Before Arrival

  • Send a pre-arrival email a few days before check-in, including:
  • Check-in instructions
  • Local recommendations
  • Weather forecasts
  • Offer to answer any last-minute questions or special requests.
  • Make it easy to communicate via their preferred platform (email, SMS, WhatsApp).

3. Be Present and Attentive During the Stay

  • Greet guests by name and ensure a smooth check-in.
  • Follow up with a friendly message or call shortly after arrival:
“Is everything to your satisfaction? Let us know if you need anything!”
  • Keep communication polite, prompt, and consistent—especially if issues arise.

4. Make Check-Out Effortless (and Memorable)

  • Keep check-out fast, organized, and friendly.
  • Ask for feedback in a low-pressure way:
“We hope you enjoyed your stay. Was there anything we could’ve done better?”
  • Send a thank-you email with a request for a review or an invitation to return, ideally with a returning guest offer or promo code.

5. Follow Up After Departure

  • Send a follow-up email thanking them for staying.
  • Include a link to leave a review and invite them to join your mailing list or loyalty program.
  • If applicable, send seasonal offers or updates a few times a year—without overwhelming their inbox.
  • Staying in touch keeps your property top-of-mind and encourages repeat bookings.

Final Thoughts
Clear, thoughtful, and timely guest communication is the cornerstone of excellent hospitality. It builds trust, strengthens your brand, and turns one-time guests into loyal fans. In a world where experiences matter more than ever, how you communicate can be just as important as the amenities you offer. At Afixis Hospitality, we specialize in helping hotels maximize revenue through advanced revenue management strategies. Contact us today to learn how we can optimize your pricing, boost occupancy, and drive long-term profitability for your hotel.