Hotel Guest Communication: Best Practices to Improve Every Stay
From pre-arrival instructions to post-stay follow-ups, every message you send shapes your guests’ experience and their perception of your brand.
Effective communication builds trust, minimizes misunderstandings, and creates opportunities for upselling. But for many hoteliers, keeping up with messaging across multiple channels and properties can feel overwhelming. The good news? Automation is here to help.
In this article, we’ll explore best practices for hotel guest communication and show how Chekin’s powerful tools, like automated messages, WhatsApp/SMS integration, and digital guidebooks, can save you time while enhancing every stage of the guest journey.
Why Hotel Guest Communication Is So Important
Great communication makes guests feel welcome, informed, and cared for. Poor communication, on the other hand, can lead to confusion, missed expectations, and bad reviews, even if the rest of the stay was flawless.
Whether you’re running a boutique hotel, vacation rental, or serviced apartment, the ability to connect with guests at the right time and through the right channel is key to creating memorable experiences and driving direct bookings.
Read more about: Hotel Welcome: Strategies to Make Every Guest Feel at Home
Best Guest Communication Practices by Stage
1. Before Arrival: Set the Tone
Key Goals:
- Confirm bookings
- Provide directions and check-in instructions
- Upsell add-ons like early check-in, transfers, or breakfast
Best Practices:
- Send automated messages 2–3 days before arrival
- Include access instructions (especially for self check-in)
- Personalize the message with the guest’s name and booking details
- Keep it simple: use short paragraphs and friendly tone
Chekin Tip: With Chekin, you can fully automate these communications and send them via email, WhatsApp, or SMS, depending on the guest’s preferences and your property’s setup.
2. During the Stay: Be Available and Helpful
Key Goals:
- Answer questions quickly
- Provide relevant tips and recommendations
- Handle issues before they escalate
Best Practices:
- Welcome messages when the guest checks in
- Mid-stay check-ins (“Is everything okay?”)
- Automated responses for common FAQs
Chekin Tip: Use our new WhatsApp messaging integration to chat with guests in real time, without needing to give out personal numbers. You can also automate helpful messages triggered by check-in events.
3. After Check-Out: Stay Connected
Key Goals:
- Say thank you
- Request reviews
- Offer return incentives
Best Practices:
- Send a follow-up message within 24–48 hours
- Include a direct link to your preferred review platform
- Encourage guests to follow you on social media or join your newsletter
Chekin Tip: Schedule automated post-checkout messages, so you never forget to follow up—no matter how busy your team is.
More about: Guest Feedback: Best Strategies for Enhanced Hotel Experiences
Smart Tools to Improve Hotel Guest Communication
Digital Guidebooks
Chekin lets you create custom digital guidebooks for each property. These are shared automatically with guests before arrival and include:
- House rules
- Check-in/out times
- Wi-Fi details
- Local recommendations
- FAQ and contact info
They reduce repetitive questions and help guests feel in control—even in remote or self-service stays.
WhatsApp & SMS Integration
Guests expect convenience, and WhatsApp is the #1 communication app globally. With Chekin, you can:
- Send automated messages via WhatsApp or SMS
- Allow guests to reply directly in their preferred language
- Centralize communication across properties without extra apps
This improves engagement and reduces delays, especially for international guests who may not check their email frequently.
Communication Automation Per Journey Stage
With Chekin, you can define different messages for each point of the guest journey, including:
- Booking confirmation
- Pre-arrival checklists
- On-arrival welcome
- Upselling suggestions
- Housekeeping reminders
- Post-check-out thank you
All of this can be set up once and customized for each property or brand—saving hours of manual work every week.
Conclusion: Turn Communication into a Differentiator
Mastering hotel guest communication isn’t just about sending more messages—it’s about sending the right message, at the right time, on the right channel.
With Chekin, you can automate communications across the guest journey, provide helpful content through digital guidebooks, and connect via WhatsApp and SMS—ensuring your guests feel informed, supported, and delighted from start to finish.
Better communication means better reviews, fewer problems, and higher conversion. It’s one of the simplest and most effective ways to improve the guest experience—and grow your business.
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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