Responsive Inquiry Management
Contemporary travelers expect rapid response times regardless of booking channel or time zone. Industry standards now demand responses within hours, not days. When immediate answers aren't possible, acknowledge receipt promptly and provide a specific timeline for complete information. Delayed or absent responses create anxiety and erode booking confidence—often driving prospects to more responsive competitors.
Strategic Pre-Arrival Engagement
Effective pre-arrival communication reinforces booking confidence, reduces arrival stress, and enables service personalization. Implement a structured touchpoint sequence:
Seven Days Prior to Arrival
- Confirm reservation and express anticipation of guest arrival
- Share relevant property or destination information for their travel dates
- Solicit preliminary preferences (transfer requirements, bed configuration, dietary restrictions, estimated arrival time)
- Tailor messaging to guest profile (business travelers, families, couples, groups)
48-72 Hours Before Arrival
- Request final details (contact number, precise arrival time, special requests)
- Provide practical arrival information (parking instructions, directions, local language address for taxi services)
- Detail relevant facility hours and availability based on stated arrival time
- Address policy implications (late arrival with meal plans, early check-in availability)
Communication Principles:
- Contextualize information to guest circumstances (don't mention breakfast on day of arrival to guests arriving at 6 PM)
- Demonstrate attentiveness through specific, relevant details
- Eliminate generic messaging in favor of personalized content
- Anticipate questions before guests need to ask
Leveraging Guest Intelligence
For returning guests, utilize CRM data to personalize communications based on documented preferences and previous stay patterns. Reference past visits, acknowledge loyalty, and proactively accommodate known preferences.
Outcome: Guests arrive confident in their choice, informed about logistics, and emotionally connected to your property before physical arrival. This foundation transforms standard check-ins into welcome experiences and establishes the relationship quality that creates brand ambassadors.