Service · Guest journey
Which emails does the guest receive from your hotel after booking?
We connect with the guest at two moments: before arrival and after checkout. We send two emails based on the booking record's dates: a reminder and directions the day before arrival at 10:00, and the survey 18 hours after checkout. Both emails go out under your hotel's name, with its logo and colours.
- What we do
We send the reminder email the day before arrival at 10:00, and the survey email 18 hours after checkout. We calculate the send time from the arrival and checkout dates in the booking record.
- What changes at the hotel
The reminder contains Google Maps and Apple Maps directions links. The emails go out under your hotel's name; the survey responses reach you.
- Possible benefit
Finding your hotel can become easier for the guest, and the phone calls asking for directions on arrival day can fall. The survey that comes right after checkout gathers feedback in one place.
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The journey of one booking
The flow starts with the booking record. We calculate the send time of the two emails from the arrival and checkout dates in the record. If the guest's email address is in the record, the emails go to that address.
- 1
Booking record
The booking is created; the record holds the arrival and checkout dates. The send times are calculated from these dates.
- 2
Day before arrival, 10:00
The reminder email goes out. It contains Google Maps and Apple Maps directions links.
- 3
Stay
The guest stays at your hotel. No email goes out from this flow during this period.
- 4
18 hours after checkout
The survey email goes out. How the survey works is described on the guest survey page.
Day before arrival, 10:00: reminder and directions
The reminder email goes out at 10:00 the day before arrival. The email contains two directions links: one for Google Maps and one for Apple Maps. The guest taps the link of the maps app on their phone and sees the route to your hotel in the map.
The guest does not need to copy the address and paste it into the maps app; we put the links in the email. This way, the phone calls asking for directions on arrival day can fall.
The email carries your hotel's identity
We fill the reminder email for each hotel with that hotel's details. When guests open the email, they see you.
The sender name is your hotel
In the guest's inbox the email appears under your hotel's name; the subject line also starts with your hotel's name.
Replies come to you
If the guest replies to the email, the reply goes to your hotel's email address.
Both of your numbers
Your hotel's landline and mobile number appear side by side in the email.
Check-in time and booking code
Your check-in time and the guest's booking code appear in the email; when the guest contacts the hotel, the code is at hand.
The guest's language
We send the email in the language of the booking: Turkish, English or German. A guest whose language we do not know receives Turkish and English together.
Your logo and your colours
Your hotel's logo sits at the top of the email. The header band and the buttons use your hotel's colours.
Directions buttons
The email has one button for Google Maps and one for Apple Maps; guests open directions to your hotel on their phone.
The emails read well in every mail client
Both the reminder and the survey go out in two parts: a body styled with your hotel's logo and colours, and the same text as plain text. In a mail client that does not show images, the guest reads the plain text; the links stay written inside the text.
This flow does not include any offer or campaign email. The two emails' job is to remind and to gather feedback.
18 hours after checkout: the survey
The survey email goes out 18 hours after checkout. The stay has just ended; the guest gives feedback while remembering what they experienced.
The survey's questions, scoring, and where the responses go are described on the guest survey page.
Pre-arrival communication and satisfaction
- 66 points
Average general satisfaction score was 66 points lower among guests who received no communication from the hotel before the stay. The research was conducted in 2020, in North America, with 37,843 guests and 102 hotel brands.
J.D. Power, 2020 North America Hotel Guest Satisfaction Index · HOTELSmag
This is a correlational finding from a different market. It is not the outcome of our emails.
Sources
Frequently asked questions
- Which emails go to the guest?
- Two emails go out: a reminder the day before arrival at 10:00, and the survey 18 hours after checkout. We calculate the send time from the arrival and checkout dates in the booking record.
- How does the directions link work?
- The reminder email contains Google Maps and Apple Maps links. The guest taps the link of the maps app they use; the map shows the route to your hotel.
- Do the emails go out with designs?
- Yes, they carry your hotel's logo and colours. The same text is also included as plain text, which the guest reads in a mail client that does not show images.
- Does an email go out during the stay?
- No. In this flow we do not send an email during the stay; the two emails go out before arrival and after checkout.
- What happens after the survey email?
- The survey's questions, scoring, and response flow are described on the guest survey page.