What to include in a hotel pre-arrival message
Build a concise pre-arrival hotel message with the confirmed stay details, practical arrival information and a clear way to ask for help.
The essentials
- Send information that helps the guest take the next step, not a long catalogue of hotel details.
- Verify the reservation dates and arrangements before personalizing a message.
- Give the guest a clear contact route for questions or changes.
Include the details the guest needs
- A warm opening and the guest’s confirmed arrival date.
- The property address and directions or transport information the hotel has verified.
- Check-in hours and the next step if the guest expects to arrive outside them.
- Any arrival detail the guest must arrange in advance, using the hotel’s current policy.
- A simple reply route for questions or a change to the arrival plan.
- A short sign-off identifying the property or team.
Include access instructions, payment reminders or identity requirements only when they match the property’s current process. Avoid putting sensitive booking or payment details in a channel that is not approved for them.
Adapt this short message structure
Subject: Before your stay at [Property]
Hello [Guest name], we look forward to welcoming you on [confirmed arrival date]. Check-in is available [verified hours]. You can find us at [verified address or directions]. If your arrival plans change or you have a question, reply here or contact us at [approved contact route]. See you soon, [Property team].
This is a fill-in structure, not a message sent by Stayelier. Replace every bracketed item with confirmed property information, and remove any line that does not apply.
| Check | Confirm |
|---|---|
| Dates | Arrival date matches the current reservation |
| Details | Property address, hours and instructions are up to date |
| Action | Guest knows how to reply or reach the team |
| Privacy | The message contains only information appropriate for its channel |
Keep the reply connected to the guest’s request
If a guest replies with a late arrival or access question, check the current reservation details before confirming a change. Record what the hotel has actually agreed and leave the next colleague enough context to continue the conversation.
Stayelier’s guest communications module can show conversations in a hotel inbox and link conversations to reservation context. Sending messages depends on a configured provider; the inbox interface alone does not confirm that delivery is active.
