Great guest communication is what sets a good hotel experience apart from a forgettable one. Whether it’s before guests arrive, while they’re staying, or after they check out, how you interact with them can make a lasting impression.
A well-timed message can make a guest feel valued, provide clarity, and even drive additional revenue through smart upselling. But with so many ways to communicate—emails, SMS, and digital guest platforms—hotels often struggle to get it right.
That’s where DigitalGuest comes in. It helps hotels automate guest messaging, send real-time updates, and enhance the digital guest experience—all without guests needing to download an app.
Let’s explore why guest communication matters and how hotels can make it smoother and more effective.
Why Guest Communication in Hotels Matters
Gone are the days when a printed welcome letter or an information booklet in the room was enough. Today’s travelers expect instant access to information, timely updates, and digital convenience.
Here’s why solid guest communication is crucial:
- It builds trust and reduces uncertainty – Guests want to feel prepared before arrival. Providing clear check-in instructions, parking details, and hotel policies removes unnecessary stress.
- It enhances the guest experience – Nobody likes feeling lost. Easy access to hotel services, local recommendations, and live updates helps guests feel in control.
- It increases upsell opportunities – A well-timed offer, such as a room upgrade or a late check-out, can boost revenue without feeling pushy.
- It encourages positive reviews and repeat bookings – A seamless communication strategy leads to happier guests, better reviews, and more direct bookings.
Ready to improve your guest communication?
Best Practices for Effective Guest Communication
So, how can hotels step up their guest communication game? Here are some simple yet effective strategies:
1. Send Pre-Arrival Messages to Set Expectations
Guest experiences start before they even set foot in the hotel. A pre-arrival email or SMS helps guests feel welcome and prepared by including:
- Check-in details (time, location, online check-in options)
- Parking and transport information
- Available room upgrades or add-ons
- Local tips and recommendations
💡 Example:
📩 “We’re excited to welcome you! Check-in starts at 3 PM. Want to upgrade to a sea-view suite for just €30/night? Click here to check availability.”
2. Ditch Printed Materials for a Digital Guest Directory
Printed brochures are outdated and often ignored. Instead, hotels can use a digital guest directory that’s easily accessible on mobile devices.
With DigitalGuest, guests can quickly find:
- WiFi login details
- Room service menus
- Hotel events and local recommendations
- Spa and restaurant booking options
Everything is just a tap away—no app downloads required!
3. Keep Guests Updated with Real-Time Messages
Live chat isn’t always necessary, but sending real-time updates can elevate the guest experience.
For example, hotels can notify guests about:
- Last-minute spa availability
- Live music or special dining events
- Unexpected weather changes affecting outdoor plans
💡 Example:
📩 “Good evening! Our rooftop bar opens at 6 PM tonight with live jazz. Don’t miss out—hotel guests get 20% off cocktails!“
With DigitalGuest, hotels can send instant real-time updates without overwhelming guests, reducing unnecessary front desk inquiries.
4. Offer Upsells at the Right Time
Upselling works best when it’s timely and relevant rather than pushy.
A well-placed message can encourage guests to:
- Upgrade to a better room
- Extend their check-out time for extra convenience
- Book a relaxing spa session or a special dining experience
💡 Example:
📩 “Enjoy your stay a little longer! Extend your check-out until 2 PM for just €25. Click here to confirm!”
With DigitalGuest, hotels can customize automated upselling offers based on room types, guest preferences, and booking history, making the process seamless.
5. Follow Up with Guests After Check-Out
Guest communication shouldn’t end at check-out. A well-crafted post-stay message can help hotels:
- Gather valuable feedback
- Improve online reputation
- Encourage repeat bookings
💡 Example:
📩 “Thank you for staying with us! We’d love to hear about your experience. Leave a review and enjoy 10% off your next direct booking!”
With DigitalGuest, hotels can automate post-stay messages, ensuring they never miss an opportunity to engage guests beyond their stay.
How DigitalGuest Simplifies Guest Communication
Hotels looking for an easy, app-free solution to enhance guest communication will love DigitalGuest. Here’s how it helps:
- Automates pre-arrival, in-stay, and post-stay messaging
- Provides a digital guest directory (say goodbye to paper brochures!)
- Delivers real-time updates that guests appreciate
- Boosts upselling with personalized, timely offers
- Encourages guest reviews through automated follow-ups
By using DigitalGuest, hotels can streamline communication, reduce workload, and create a more personalized and enjoyable guest experience.
FAQ: Guest Communication in Hotels
What is guest communication in hotels?
Guest communication in hotels refers to the way hotels interact with guests before, during, and after their stay. It includes pre-arrival emails, in-stay updates, upselling offers, and post-stay follow-ups.
Why is guest communication important for hotels?
Effective guest communication improves guest satisfaction, reduces misunderstandings, boosts revenue through upsells, and encourages positive online reviews.
What is the best way for hotels to communicate with guests?
Hotels should use a mix of automated emails, SMS, real-time updates, and a digital guest directory to keep guests informed without overwhelming them.
How does DigitalGuest help with guest communication?
DigitalGuest offers automated messaging, real-time guest updates, digital directories, and upselling features, all without requiring guests to download an app.
How can hotels reduce front desk inquiries through digital communication?
By providing instant access to room service menus, WiFi details, FAQs, and digital concierge services, hotels can minimize guest calls and enhance convenience.
Final Thoughts: The Future of Guest Communication in Hotels
Guest expectations are changing, and digital solutions are leading the way in making communication more seamless. Guests appreciate clear, timely, and hassle-free interactions, and hotels that prioritize this will stand out from the competition.
With DigitalGuest, hotels can automate guest messaging, send real-time updates, and provide digital information—all in a way that feels effortless.
🚀 Ready to take your guest communication to the next level?
Book a free demo with DigitalGuest today!
