You have the option to send an automated email message to all guests prior to their arrival and after their departure. The predefined format available in the extranet can be customized.
Pre Arrival
A pre-arrival email is sent to the guest prior to their arrival. Normally the message is sent a few days before their arrival, but it can also be sent weeks before or right after the booking date. For example, you can send a greeting message 2 days before the guest’s arrival to welcome them at your property.
Pre-arrival emails are a great way for building a relationship and getting guests thrilled about their future stay. Use the pre arrival email to share information about your property and learn about guests preferences. It’s also a good opportunity to introduce extra services.
Post Departure
A post departure email is sent to the guests who have completed their stay. Sending a thank you email to guests is not only to show appreciation, but also to let them know how much you value them. A well-written message can express a lot. It is an opportunity to ask them to leave feedback and a way to gain their loyalty.
Send the message out sooner rather than later! It always pays to be prompt with the thank you email after the guests have left your property.
How to activate Guest Emails
- Go to Booking Engine > Guest Emails. If you’re using the Front Desk > Guest Emails
- On the left menu, click on the email that you want to activate
- Days Before Check-in: Number of days before the check-in when the Pre Arrival email will be sent to the guest.
- Days After Check-out: Number of days after the check-out when the Post Departure email will be sent to the guest.
- Email Subject: you can enter a custom email subject that will be applied to all messages.
- Email Content: The default email content is a suggestion that includes the best practices. Feel free to edit the content. You can use the tags below as desired. Click on the Load Default button in case you want to reload the default content.
- 'booking.guest.full_name' – Dynamic tag to include guest name into the message
- 'booking.arrival_date' – Dynamic tag to include the guest’s arrival date into the message
- 'booking.tripadvisor' – Dynamic tag to include the TripAdvisor link into the message
- Tripadvisor Page (optional); Enter the TripAdvisor listing URL in full in case you want to include the link into your email. Example: http://www.tripadvisor.com/Hotel_Review-g309713-d587938-Reviews-Hotel_Name_Destination.html. The tag 'booking.tripadvisor' must be included in the body of the email for the link to appear.
- Header Image (optional): upload a banner or a header image to be included on the email
- Send To Travelers For: Set if email should be sent to direct bookings (from your website and Facebook) and/or from channel manager bookings (for channels that provide traveler email details).
- Send it With Copy to (optional): include an email address to receive a copy of the email that is sent to the guest
- Click Save.
If a reservation is made outside the triggering rule for the pre-arrival email, the system will send the email 1 hour after the reservation is made. For instance, if you have set the pre-arrival email to be sent 5 days before arrival, the system will override this setting and send the email 1 hour after the reservation is made for all reservations made with less than 5 days in advance.
Video Instructions: Guest Emails
If you are currently using the old email interface and want to use Pre-Arrival and Post-Departure emails with the new interface in the Hotel Link system, please follow this article. Click here