Updated: 16 Apr 2024

A Guide to Pre-Arrival Guest Communications: 7 Tips to Help You Succeed

Whether you run a surf camp, wave park, or activity centre, communication is critical to a great guest experience, and it starts before your guests even arrive. While the bulk of the work may happen once s guest’s stay begins, the importance of pre-arrival guest communication should not be underestimated. 

After all, pre-stay communication is one of your guests' first impressions of your business, and the best guest communication strategies start even before a booking is made. This article will explore the best pre-arrival guest communication tactics that can help you maximise your earnings and provide an outstanding guest experience. 

7 Tips on How to Communicate With Guests Before Arrival

Many businesses don’t have any guest communication between booking and arrival, but they are missing key opportunities to increase guest satisfaction and sales. Clear and welcoming messages can help prepare guests and will set the tone for their experience. Learn about the best practises for guest communication before arrival through the seven tips below.  

Personalise Communications

Personalising your communications with guests is one of the best ways to make a good impression. You can do this by addressing guests by name in emails or messaging apps. You can even take it a step further by tailoring your messaging to their interests and including recommendations for things to do based on their preferences. 

Set Expectations 

Setting proper expectations is crucial in pre-arrival guest communication. Make sure your guests understand what to expect when they arrive, including check-in times, what to bring, and what to leave at home. If you have specific rules or policies, communicate them clearly and proactively. This will help avoid misunderstandings or disappointments during your guests’ stay.

Take Advantage of Opportunities to Upsell

Pre-arrival communication is an excellent time to offer guests the opportunity to upgrade their experience or purchase add-ons. Whether it's an upgraded room, a pre-arranged tour, or a special package, upselling can increase revenue and enhance the guest experience. Try to highlight the benefits for the guest in order to not come across as too pushy or salesy.

Provide Channels for Questions and Concerns 

Communication goes both ways. In addition to sending out pre-arrival messages to guests, you should offer convenient ways for guests to contact you before their stay. Guests may have questions or concerns before they arrive, so make sure your contact information is readily available. Offer multiple communication channels, such as email, phone, and messaging apps. 

Offer Recommendations 

As a hospitality business, you probably have a wealth of knowledge about the local area and what guests like to do there. Before your guests arrive, you can offer recommendations for activities, sights, and restaurants to get them excited.

If you offer complete room and board packages or retreats, you can still give guests recommendations on what to bring to get the most out of their trip. Do you have the perfect place to set up a hammock or should guests bring a sweater for chilly nights? Let them know in your pre-arrival guest communication so they can prepare for a great time. 

Automate as Much as Possible 

Automating messages is a great way to ensure every guest gets all the information they need. When you have to keep everything in your head, it can be challenging to remember when to send every guest their packing list and welcome message. Plus, doing so will take up quite a lot of your time if your business gets a lot of bookings. 

To make things easier, you can use an automated booking system to send confirmation emails, reminders, and welcome messages. This will help ensure that your communication is consistent, clear, timely, and error free. 

Don’t Overload Your Guests With Information

While it is important to provide your guests with enough information so they feel at ease and know what to expect, it is also crucial not to overwhelm them before they arrive. Guests need to know how to get to your location and what to bring, but once they get there you can tell them where all the facilities are and what time breakfast is. When crafting your pre-arrival communications, include only what is essential. 

Good Guest Communication Strategies Start Before They Book

Before your guests have even made a booking, you have already communicated with them. From your social media to your website, good guest communication strategies begin when potential customers first come across your business. 

With this, your website should be easy to navigate and provide all the information guests need to make a decision. Include multiple high-quality photos, detailed descriptions, and pricing information so guests know exactly what they are purchasing. Having a seamless booking process is also important in communicating with guests, as it shows that your business is professional and organised. 

Why Pre-Arrive Guest Communication Matters

Good pre-arrival guest communication strategies help ensure guests are already
happy with your service when they arrive.

Pre-arrival guest communication is critical because it sets the tone for the guests’ experience. It helps guests feel welcome, valued, and informed, which can lead to positive reviews, repeat business, and referrals. Effective pre-arrival communication can also help avoid misunderstandings or issues during the guest's stay.

Overall, the guest communication tactics laid out in this article will help make sure that guests have a positive experience with your business from the moment they book. However, if you are doing all of the guest communications manually, it may take too much time and make it hard to stay consistent. That is one of the reasons using an online booking system is so beneficial. 

How Bookinglayer Can Help Streamline Pre-Arrival Guest Communication 

Bookinglayer is a comprehensive booking and management system designed specifically for businesses that combine accommodation and activities. Whether you operate a retreat, run a sports camp, or offer heliskiing tours, our system can be tailored to your needs. With Bookinglayer, you can automate many pre-arrival guest communication tasks, including booking confirmation, reminders, welcome messages, check-in instructions, digital liability waivers, and more. 

The platform includes a comprehensive booking system that allows you to manage reservations, payments, and availability across multiple channels, as well as tools for inventory management, scheduling, and customer relationship management. This not only saves you time but ensures that your guests are well-informed and have all the information they need to have an enjoyable stay.

Further, Bookinglayer can also help you even after guests leave, as welcome home emails and other follow-ups can be a valuable way to increase guest retention. Bookinglayer also integrates with popular marketing tools like Mailchimp and Hubspot, allowing you to leverage the power of email marketing to promote your business and keep guests engaged. Schedule a free demo call to learn more about how Bookinglayer can help your business thrive. 

Pre-Arrival Guest Communication FAQ

What is pre-arrival communication? 

Pre-arrival communication refers to all of the messages and emails a business sends customers before they arrive. For example, a hotel’s pre-arrival email might welcome you and give you instructions on how to get to the hotel. However, pre-arrival communication can also include packing lists, check-in instructions, liability waivers, payment reminders, and more. 

What is an example of pre-arrival guest communication? 

An example of pre-arrival guest communication is sending a welcome message or email to customers a few days before they check in. You might mention what time they can arrive and the best ways to get to the location via car and public transport. You can also wish them safe travels and let them know you look forward to hosting them. 

How should you communicate with your guests?

You should always be clear, professional, and welcoming in your communication with your guests. It is important to provide all the practical details that guests will need while also making them feel at ease and taken care of.