Pre-arrival in hotel: the 5-star first impression playbook
The guest experience doesn’t start at the front desk—or even at the door. In reality, pre-arrival in hotel communication is where expectations are set, anxiety is removed, and trust is built. For vacation rentals and hotels alike, this is also where many reviews are “won” before the guest ever arrives.
The challenge is that pre-arrival messaging is often treated as a manual chore: copy-pasting instructions, answering the same questions, and hoping nothing slips through the cracks. The scalable approach is different: build a repeatable timeline of touchpoints, automate the routine parts, and keep your team focused on exceptions and high-touch moments.
This guide explains what pre-arrival really means, what to include, and how tools like Chekin AI Inbox help you automate the journey without losing your personal tone.
Pre-arrival in hotel: what it means and why it drives reviews
Pre-arrival covers every communication from the moment a booking is confirmed until the guest checks in. Its goal is simple: make the stay feel effortless.
When pre-arrival is done well, guests arrive feeling:
- welcomed (not processed)
- informed (not confused)
- confident (not anxious)
And that shows up in reviews as: “smooth check-in,” “great communication,” “everything was clear,” and “felt taken care of.”
What guests expect before arrival
Across hotels and vacation rentals, guests typically want:
- Clear check-in/out rules and timing
- Easy access instructions (codes, keys, smart locks)
- Wi-Fi details and essentials (often asked early)
- Parking and directions
- House rules and quiet hours
- Payment steps and local taxes (where applicable)
- A fast way to get help (without hunting for contacts)
The key is not sending more messages—it’s sending the right information at the right time.
Share essential property information, insights and personalized recommendations with no extra effort. Once the check-in has been confirmed, show digital guidebooks to create memorable, local experiences.
The pre-arrival timeline that creates 5-star first impressions
Below is a practical timeline you can run across properties. It balances warmth, value-add, and logistics—without overwhelming the guest.
Pre-arrival touchpoints at a glance
| Timing | Purpose | What to send | Outcome you want |
|---|---|---|---|
| Booking + 0 | Warmth + confidence | Welcome + next steps | “They’re organized and responsive.” |
| Arrival – 7 days | Value-add | Local guide + tips + upsells | “This place feels thoughtful.” |
| Arrival – 24 hours | Logistics | Codes, Wi-Fi, parking, check-in steps | “I know exactly what to do.” |
Touchpoint 1: Booking + 0 — Immediate warmth
This message is about emotion + clarity. Guests want to know their booking is confirmed and that you’re available.
What to include
- A friendly welcome using the guest’s first name
- One sentence on what happens next (ID verification, check-in link, deposit, etc.)
- A short “how to reach us” statement
- Optional: one simple question that reduces future friction (e.g., arrival time)
Example message (short, modern tone)
“Hi Alex—welcome! 🎉 Your booking is confirmed. Next step: we’ll send check-in details closer to arrival. If you need anything, just reply here.”
Touchpoint 2: Arrival – 7 days — The local guide (value-add)
A week out is the best moment to create a “premium” feeling without being pushy. This is where you move from “accommodation” to “host/hotel experience.”
What to include
- Neighborhood basics (transport, grocery, pharmacies)
- 5–8 curated recommendations (not a novel)
- Optional upsells (early check-in, parking, experiences)
- A reminder of any required steps (payments, ID verification)
Pro tip for better reviews
Keep it scannable. Use bullets. Guests don’t read long paragraphs on mobile.
Touchpoint 3: Arrival – 24 hours — The logistics “bomb” (done right)
This is the most review-critical message in the entire pre-arrival flow. If guests struggle here, everything feels harder.
What to include
- Check-in time and step-by-step arrival instructions
- Access code / key pickup details (and backup plan)
- Wi-Fi name/password (yes, include it here)
- Parking instructions + pin / landmark
- Emergency contact + support hours
- One short FAQ line (e.g., “Late arrival? No problem—self check-in is ready.”)
Example structure (high clarity)
- Address + entrance details
- Access code / key steps
- Wi-Fi
- Parking
- Support contact
Read more about: Hotel Welcome: Strategies to Make Every Guest Feel at Home
Why teams fail at pre-arrival (and how to fix it)
Most operational issues come down to three problems:
1) “We forget” (manual processes don’t scale)
Even excellent teams miss steps during busy periods, weekends, and shift changes.
Fix: automate the touchpoints so “great hosting” happens every time—without relying on memory.
2) “We repeat ourselves” (burnout reduces quality)
Typing the same answers creates fatigue and inconsistency.
Fix: use templates + AI assistance for repetitive FAQs, and reserve humans for exceptions.
3) “We’re scattered” (multiple channels, no ownership)
Messages get lost across OTAs, PMS, WhatsApp, SMS, and email—especially with teams.
Fix: centralize communication, assign ownership, and track performance.
How Chekin AI Inbox helps you automate pre-arrival touchpoints
Chekin AI Inbox is built for property managers who want pre-arrival excellence without manual chaos. Here’s how it supports the full strategy:
Centralize every conversation in one place
Manage guest communication across key channels in a single inbox (and keep context tied to the reservation). That means fewer missed messages and faster response times.
Create automated workflows in minutes
Pre-arrival works best when it’s automated. With Automation Flows, you can set:
- WHEN a booking event happens (booking created, check-in time, 7 days before arrival, etc.)
- AND IF a condition applies (tourist tax unpaid, ID verification incomplete, returning guest, etc.)
- THEN send the right message automatically
This is the difference between “we try to be consistent” and “we are consistent.”
Use AI to answer routine questions—safely
Chekin’s AI can draft or handle common guest questions using your property documents (PDFs/guidebooks). Most importantly, it replies only when confident, so you avoid risky or incorrect answers.
This is ideal in pre-arrival, where guests ask repeated questions like:
- “What time is check-in?”
- “Can I arrive late?”
- “Where do I park?”
- “What’s the Wi-Fi?”
Keep teams aligned with assignments and internal notes
Pre-arrival often spans shifts. Chekin AI Inbox supports:
- assigning chats to owners
- internal notes for handovers
- priority and snooze states for follow-up
- performance tracking (response and resolution time)
Benefits of automating pre-arrival communication
For hotels and vacation rentals, automation isn’t about sounding robotic—it’s about being reliably excellent.
Top benefits you can expect:
- Faster replies (especially during peak hours)
- Fewer “where is…?” and “how do…?” messages on arrival day
- More consistent information across properties and staff
- Reduced workload from routine messaging
- Better reviews driven by a smoother, calmer check-in experience
Conclusion
If you want more 5-star reviews, don’t wait until checkout to earn them. Pre-arrival in hotel communication is where confidence is built, friction is removed, and guests decide whether the stay feels premium.
By mapping the three key touchpoints (Booking + 0, Arrival – 7 days, Arrival – 24 hours) and automating routine messaging with Chekin AI Inbox, you can deliver a consistently great first impression—at scale—while your team focuses on the moments that truly need a human touch.
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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FAQ
What is “pre-arrival” in a hotel?
It’s the communication from booking confirmation until check-in, designed to set expectations and reduce friction.
What are the most important pre-arrival messages?
Welcome at booking, a value-add guide about a week before arrival, and logistics 24 hours before check-in.
Why automate pre-arrival touchpoints?
To avoid forgetting steps, reduce repetitive work, and keep communication consistent across teams and properties.
How does Chekin help with pre-arrival?
Chekin AI Inbox centralizes channels, lets you build workflows with triggers + conditions, and uses AI to answer FAQs safely.
