This article is for property managers and hoteliers who run short-term rentals, serviced apartments or hotels and want more repeat guests and better reviews.
Guest engagement is the ongoing relationship you build with every guest before, during and after the stay. Done well, it turns each booking into long-term revenue instead of a one-off transaction.
What is guest engagement?
Short definition
Guest engagement is how you inform, support and delight guests at every touchpoint of the journey so they feel understood, safe and welcome.
It is not just sending emails. It is a mix of:
- Clear information
- Fast answers
- Personalised details
- Follow-up after check-out
When engagement is strong, guests book again, spend more and recommend your property.
Why guest engagement matters for hotels and rentals
For vacation rentals and hotels worldwide, good guest engagement leads to:
- Higher review scores and more social proof
- More direct bookings instead of OTAs
- Less stress for your team, because guests know what to expect
- A higher lifetime value per guest
10 guest engagement strategies for hotels and vacation rentals
Below you will find 10 practical strategies you can apply in any region or property type.
1. Map the complete guest journey
Start by mapping all touchpoints from booking to post-stay:
- Booking confirmation
- Pre-arrival emails and messages
- Online check-in and ID verification
- Arrival and access to the property
- In-stay communication and services
- Check-out and post-stay follow-up
For each step, define what the guest needs and what you should send. This will reveal gaps where engagement is weak or missing.
2. Use clear pre-arrival communication
Pre-arrival is the time when guests are most excited and most nervous. Use it to build trust.
Send:
- A simple booking confirmation with next steps
- Directions, parking and access instructions
- Key policies and house rules in friendly language
- Local tips for food, transport and attractions
Include links to your online check-in and digital guidebooks so guests can self-serve information.
3. Simplify arrival with online check-in
A smooth arrival is one of the strongest guest engagement moments.
With an online check-in solution such as Chekin you can:
- Collect guest data and IDs before arrival
- Reduce queues and paperwork at a hotel front desk
- Avoid manual errors in registration forms
- Free your team to focus on a warm, human welcome
Guests arrive already registered and informed, which lowers stress for both sides.
4. Personalise the welcome based on data
Use the information collected during booking and check-in to adapt the welcome:
- Families: child-friendly snacks, crib or highchair ready
- Business guests: quiet work area, strong Wi-Fi details
- Couples: personalised welcome note and a small local treat
- Long stays: starter kit with coffee, tea and basic groceries
Even low-cost gestures show that you pay attention, which is the heart of guest engagement.
5. Give guests a digital guidebook they can trust
A digital guest guidebook replaces confusing paper folders and endless WhatsApp explanations.
With Chekin’s digital guide you can share:
- House manual (Wi-Fi, appliances, garbage, emergencies)
- Check-in and check-out instructions
- Local recommendations and maps
- Upsell options like parking, breakfast or activities
The guide lives on the guest’s phone, is always updated and available in the language you choose, which improves experience in any destination.
6. Offer fast, two-way communication
Guests need an easy way to contact you in real time.
Best practices:
- Offer at least one common channel (WhatsApp, SMS or web portal)
- Set clear service hours and response time expectations
- Use message templates for frequent questions
- Track common issues and fix them at the root
Chekin can trigger automated, personalised messages at key moments (arrival, mid-stay, pre-checkout), keeping communication open without adding manual work.
7. Use guest engagement to drive smart upselling
Engagement should create value first and then offer relevant extras, not random spam.
Examples:
- Before arrival: airport transfer, parking, early check-in
- During the stay: breakfast, welcome packs, local tours, extra cleaning
- Before departure: late check-out, luggage storage
Because Chekin centralises accurate stay data, you can send the right offer to the right guest at the right time and increase revenue per booking.
8. Check satisfaction during the stay
Do not wait until after check-out to discover problems.
Send a short mid-stay check:
- “From 1 to 5, how is your stay so far?”
If the score is low, react fast, solve the issue and confirm with the guest. If it is high, mark the guest as a promoter and invite them later to leave a review.
This simple habit turns potential bad reviews into good ones and shows guests you truly care.
9. Automate review and feedback requests
Reviews are a visible result of guest engagement. Make it very easy for guests to share feedback.
Automate:
- A thank-you message after check-out
- A direct link to your preferred review sites
- A short satisfaction survey
- A gentle reminder if they have not reviewed yet
You can then segment happy guests for loyalty offers or referral campaigns, improving direct bookings in your key markets.
10. Track guest engagement metrics and improve
To manage guest engagement as a strategy, track a few simple KPIs:
- Online check-in completion rate
- Open and click rate of pre-arrival emails
- Use of the digital guide and self-service content
- Average response time to messages
- Review volume and rating per property or region
- Repeat and direct booking rate
Review these numbers by property and by market (city, region or country) to see where you can improve and where to invest more.
How Chekin supports guest engagement automatically
Chekin helps property managers and hoteliers around the world create consistent, automated guest engagement by:
- Offering secure online check-in and ID verification
- Providing a mobile-friendly digital guidebook for every guest
- Enabling personalised, automated communication at key moments
- Integrating with leading PMSs to sync reservations and guest data
This reduces manual work, keeps you compliant with local regulations and gives every guest a smooth, modern experience.
FAQ about guest engagement
What is guest engagement in hospitality?
Guest engagement is the way you communicate and interact with guests before, during and after their stay so they feel informed, safe and valued.
Why is guest engagement important for vacation rentals?
It reduces operational friction, increases review scores and makes guests more likely to book again directly, which improves profit per booking.
How can technology improve guest engagement?
Technology centralises guest data and automates key steps such as online check-in, digital guidebooks, messaging and review requests, so you can personalise at scale.
Is guest engagement only for large hotels?
No. Small hotels, hostels and single-unit vacation rentals can apply the same principles with lightweight tools, templates and automated flows.
Conclusion: turn guest engagement into a repeatable system
Strong guest engagement is not about extra work; it is about designing a clear journey and using smart tools to run it at scale.
By combining online check-in, a reliable digital guest guidebook and personalised, automated communication through platforms like Chekin, property managers and hoteliers can deliver a better guest experience, boost direct bookings and build long-term relationships in any destination.
Discover how Chekin can help you automate check-in, stay compliant, protect your property, and boost revenue—saving 87% of your time and earning more from every booking.
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