Research shows that when 80% of brands think they are delivering an excellent experience, only 8% of customers feel the same way. It’s time to step up the game.

Many hotels believe that their services begin once the guests arrive at the reception desk, and they fail to realise the importance of pre-stay in the whole guest journey.

A well-thought pre-arrival plan for your guests serves as the foundation for creating a memorable stay, building strong relationships with guests and enhancing their overall satisfaction.

By attending to guests' needs and preferences before they even step foot in the hotel, you can lay the first steps for a positive experience. This proactive approach leads to improved guest satisfaction and higher revenue due to cross-selling and upselling and cultivates guest loyalty, ensuring repeat business in the future. 

And that is what everyone wants to accomplish in the end.

Here are five best practices for you to create a pre-arrival plan that will keep your guests coming back.

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Five tips for your hotel pre-arrival plan

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Implement value-led communication

Guests don’t want to be bombarded with sales pitches before they even arrive. What they value is helpful, personalised information that makes their stay smoother. Sending messages that are relevant to their needs builds trust and enhances the guest experience from the get-go.

How to do it? Start by analysing your guest data and segmenting your guests. An easy way to begin is by identifying first-time guests and returning visitors. 

For first-timers, focus on providing practical information, such as directions to your hotel, how to check in online, or local attractions. For repeat visitors, skip the basics and offer updates on new amenities or personalised offers based on their preferences. 

This way, you provide valuable information that enhances their experience and makes their stay smoother.

Wondering how to make sense of your guest data? You need a Customer Data Platform (CDP). Skip the fluff and download our free CDP whitepaper to learn more.

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Use multi-channel communication: more choices for guests

A successful pre-arrival plan involves more than just sending a message - it’s about sending the right message through the right channel at the right time. 

Guests have diverse communication preferences, and a multi-channel approach ensures they can interact with you in the way they find most convenient.

To start with, understand channel preferences. Not all channels work in every country. For example, SMS is often preferred in the U.S., while WhatsApp is more popular in Europe. 

Bookboost’s multi-channel CRM offers a wide range of communication channels, including SMS, email, WhatsApp, allowing you to choose the best fit for your needs.

Moreover, different channels are effective for different types of messages. Urgent messages? SMS is your go-to. Longer, more detailed updates? Stick with email. Maintaining consistency across all channels makes you look more professional and leaves a positive impression.

Still not convinced? Here are more reasons why a multi-channel approach is a must-have today.

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Leverage automation to save plenty of time

Managing every guest interaction manually is impossible if you want to deliver personalised service at scale. Automation is the key to ensuring every guest feels like a priority without overwhelming your team.

Use technology to automate pre-arrival communication, such as personalised welcome messages, reminders, or upsell opportunities. 

Automation helps to streamline operations and ensure guests receive consistent, high-quality service that makes them feel valued even before they check-in.

Check out the best practices for using automation to simplify your hotel operations here.

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The right way to upsell without getting unsubscribed

Upselling doesn’t need to feel pushy if done at the right time and in the right way. Proper preparation ensures the offer feels personalised and thoughtful, making the guest feel valued rather than pressured.

Start by understanding the unique selling points of each room type or service. Highlight what sets them apart and the value they offer. A good upsell tool can help you find the right price for each upgrade.

As for timing, it’s crucial. The best time to upsell is usually three to four days before arrival. During this phase, guests are excited and more likely to visualise their stay, making them more open to room upgrades or additional services.

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Stay competitive with smart pricing

Continuous adjustments are essential to stay competitive and find the right pricing that keeps guests satisfied. Once a booking is confirmed, your inventory changes, and so should your pricing strategy. Monitor real-time market conditions, competitor rates, and your remaining availability to stay ahead.

Best practices for reaching OTA guests before arrival

Many hotels have faced the challenge of reducing bookings from online travel agencies (OTAs). Hotels that rely heavily on OTAs often struggle to establish direct relationships with guests compared to hotels with a higher percentage of direct bookings.

While OTAs may not always provide extensive guest data to hotels, as they do not want hotels reaching out to their users too often, personalisation can still be achieved through thoughtful gestures and requesting specific requirements or preferences from guests. 

Additionally, a hospitality CRM can help hoteliers get in touch with OTA bookers and create a profile for each guest. By utilising real data, hotels can analyse guests' preferences and develop personalised guest journeys. 

The key is to turn OTA bookers into loyal guests to your hotel and not to the OTAs.‍

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