Do’s and Don’ts For Hotel Staff: Hotel Guest Messaging
Table of Contents:
4 Do’s of Guest Messaging • 5 Don’ts of Guest Messaging • The Future of Guest Communication
I think it is safe to assume that everyone reading this uses text messaging on a regular basis. Whether it’s to text someone, make appointments or even receive coupons (from brands we don’t even remember giving our phone number to!), we all do it. The world relies on text messaging to communicate immediate notifications.
The hospitality industry has also started to leverage text messaging, and hotels are communicating directly with hotel guests for mobile check-ins, guest requests, and more. Even if hotels were reluctant to use guest messaging tools in the past, they are quickly adopting them as a means to automate and reduce staffing costs, while still maintaining a high level of service.
A common misconception is that you have to have an in person interaction with your guest in order to make their stay more personable and memorable. However, if you follow these do’s and don’ts, as odd as it might sound to many hoteliers, a meaningful human interaction doesn’t necessarily have to be in person.
To help you master this powerful communication method, we’ve combined insights from industry experts and actionable tips to create a do’s and don’ts guide to hotel guest messaging.
Do’s of Hotel Guest Messaging
1. Use guest messaging for efficient bookings and quick responses
Texting isn’t just for in-stay communications—it can also be a game-changer during the booking process. Use your hotel guest messaging system to answer inquiries, confirm bookings, and provide pre-arrival information.
For instance, if a potential guest wants to know about local hiking trails or dining options, respond promptly with tailored suggestions. This not only helps you close the booking but also sets the stage for a personalized guest experience.
2. Communicate proactively during the stay
Whether you are operating with a full staff or a lean staff, being proactive is the best course of action. Once guests arrive, texting can simplify their experience:
- Send a welcome message after check-in
- Provide information about amenities, like breakfast times or pool hours
- Encourage guests to text for requests, such as extra towels or room service
Using tools like Alice, you can streamline these communications and ensure requests are routed to the appropriate departments quickly. This approach not only enhances guest satisfaction but also improves your team’s efficiency.
3. Ask for reviews before guests depart
In the hospitality industry, approximately 81% of people frequently or always read reviews before booking a hotel. The right review may determine whether a potential guest books at your hotel. Positive reviews can significantly influence future bookings. Text your guests a short, personalized message thanking them for their stay and kindly asking for feedback or a review.
Here is an example:
“We hope you enjoyed your stay! We’d love it if you could share your experience with a quick review. Safe travels, and we hope to see you again soon!”
4. Personalize Your Messages
Automation is great for efficiency, but it’s the personal touches that leave lasting impressions. Use the guest’s name, reference details about their stay, and tailor recommendations to their interests.
Here are some examples:
- “Hi Ms. Smith, we noticed you’re traveling with kids. Let us know if you need extra pool towels or suggestions for family-friendly activities!”
- “Mr. Jones, if you’re looking for a quiet spot to work, our lounge has a great view and fast WiFi.”
Don’ts of Hotel Guest Messaging
1. Don’t be too casual or impersonal
Your tone should be professional yet approachable. This might be common sense to most, but what I have learned is that not all sense is common. When your team is reaching out to a guest asking what their request is, “Whatcha need?” and “How can we help you” are very different. “You bet” and “We’re on it”, also very different.
You don’t want to sound like a robot, however you might be communicating with high level executives, or anyone in between. Be conversational with your guests and communicate with your team what is okay to say, and how it should be said.
Remember, texting might feel informal, but you’re still representing your brand. Train your staff to strike the right balance.
2. Don’t forget to make it personal
Guest messaging saves a lot of time, can be a great first impression, or even a great conversation starter. Whether it’s to share the hotel’s covid protocols, or welcoming them after check-in, automated messages are great. However, they are only the first step, the rest must be personalized to that customer.
Remember that a meaningful human interaction doesn’t necessarily have to be in person. Especially when our human interactions are becoming limited these days, we can make an impact with our guests with the instant communication we can have.
3. Don’t assume all guests enjoy guest messaging
While text messaging is widely embraced, not every guest will prefer it. Present texting as one of several communication options and respect their preferences.
A simple approach is to include a question during online booking or check-in: “Would you like to receive updates and communicate with us via text during your stay?” This ensures guests feel comfortable and respected, while still allowing those who prefer texting to take full advantage of the convenience.
By making guest messaging an option rather than a requirement, you create a more personalized experience that caters to different preferences, ensuring every guest feels comfortable with how they communicate with your hotel.
4. Don’t spam your guests
Send only what’s necessary and genuinely valuable. A friendly welcome message, a room-ready notification, or an offer for assistance is great. But constant promotions, daily upsells, or excessive reminders? No.
Example”
✅ Helpful: “Welcome to [Hotel Name]! Let us know if you need anything during your stay.”
✅ Informative: “Your room is ready! Head to the front desk or reply to this message for assistance.”
❌ Spammy: “Book another stay today and get 10% off your next visit!”
Avoid crossing the line into unwanted advertising. Guests should view your messages as helpful, not intrusive. While guest messaging is a great tool for communication, overuse can quickly turn helpful updates into an annoyance.
5. Don’t forget there are many pre-arrival opportunities
The guest experience doesn’t start at check-in—it starts the moment they grab their phone one day and book their stay. Make sure your staff takes advantage of pre-arrival touch points to make your guests feel welcomed and excited about their visit to your hotel.
One idea: Share your hotel’s contact number or messaging service in pre-arrival emails. This lets guests reach out with any questions, requests, or special arrangements before they even step through the door. Whether it’s reserving a late check-in, requesting extra pillows, or setting up a surprise like champagne in the room, giving guests a direct line to communicate makes their stay feel personalized from the start.
Plus, proactive communication reduces last-minute surprises for your team. If a guest needs hypoallergenic bedding or wants a quiet room away from the elevator, knowing in advance helps staff prepare and deliver a seamless experience.
A simple message like “We’re here to make your stay amazing! Let us know if there’s anything we can do before your arrival” can set the tone for a stress-free and memorable visit.
Hotel Guest Messaging is The Future of Guest Communication
In today’s fast-paced hospitality industry, guest messaging isn’t just a trend—it’s a necessity. When used thoughtfully, it can:
- Improve guest satisfaction by enabling quick, personalized communication
- Enhance operational efficiency by streamlining internal workflows
- Drive loyalty and positive reviews by creating memorable experiences
There are so many benefits of guest messaging at hotels; and by following these do’s and don’ts, you can turn your hotel text messaging system into a powerful tool for success.
Ready to elevate your guest communication game? Here are 15 Hotel Guest Message Templates to Increase Revenue and Delight Guests.
