In today's digital age, the guest experience doesn't start when they check in, but rather from the moment they book a room. In fact, quality service provided before and after a guest's arrival can be key to creating a lasting impression, customer loyalty, and positive reviews.
One of the most effective (and often overlooked) ways to achieve this is through pre-arrival and post-arrival emails. This article will discuss the importance of these automated emails, along with examples of implementations that you can copy right away.
What Are Pre-Arrival and Post-Arrival Emails?
Pre-Arrival Email: An email sent a few days before a guest arrives. The content can be a welcome message, important information, upselling additional services, or check-in reminders.
Post-Arrival Email: An email sent after a guest has left the property. Usually contains a thank you message, a request for a review, or a special offer for their next visit.
Benefits of Pre-Arrival Emails
✅ 1. Build Anticipation & Emotional Connection
Example content: > “We can’t wait to welcome you to Ubud! The weather is beautiful this week—perfect for swimming and walking.”
✅ 2. Promote Additional Services (Upselling)
Add info: > “Want airport shuttle or floating breakfast? Book now and get 10% off.”
✅ 3. Reduce Questions Upon Arrival
Provide check-in information, operating hours, Wi-Fi, and more to help guests feel calm and prepared.
Benefits of Post-Arrival Emails
✅ 1. Follow Up on Guest Experience
Example: “Thank you for staying at \[Hotel Name]! Is there anything we can improve?”
✅ 2. Subtly Ask for a Review
Politely ask guests to fill out a Google, TripAdvisor, or OTA review.
✅ 3. Encourage Repeat Bookings
Give a special promo code for your next visit: > “We would love to welcome you back. Use code REPEAT10 for 10% off your next visit.”
Tips for Creating Effective Pre & Post Arrival Emails
- Use the guest’s name for personalization
- Include a clear CTA (Call to Action)
- Keep the tone friendly and professional
- Send automatically via the system (PMS or hotel CRM)
In the hospitality industry, first and last impressions are incredibly powerful. Pre-arrival and post-arrival emails are not just communication tools, but strategic investments to enhance the guest experience, strengthen loyalty, and encourage direct bookings.
With the right approach, content personalization, and efficient automation, you can turn a simple email into a memorable experience that makes guests want to come back again.
If you want to start implementing this strategy and increase direct bookings for your hotel, villa, or glamping in Bali, the ecommerceloka team is ready to help. Visit ecommerceloka.com and optimize your property’s digital potential now!