Before They Arrive: Pre‑Stay Engagement That Sets the Table
Great trips start in the inbox. A guest who feels informed, excited, and understood is a guest who arrives calm and ready to enjoy the stay. Pre‑stay engagement is where you set expectations and answer questions before they’re asked. Do that well and you’ll cut support volume, reduce no‑shows, and earn better reviews without spending more on ads.
What guests need to know (and when)
Think in layers. The confirmation note should be short and reassuring. A week out, you share the essentials and local color. Two days before arrival, it’s logistics like access, parking, Wi‑Fi, and any unique quirks. Keep messages tight and skimmable with bullets and links to a digital guide.
Use TrackPMS to build time‑based triggers tied to arrival date and channel. Segmentation matters. For example, a returning couple doesn’t need the same depth as a family visiting for the first time. If you operate across seasons, swap in weather‑smart tips and local events.
Set expectations without scaring people
There’s a fine line between being helpful and overwhelming guests with information. They want to know how to reach you, what’s provided, and how to handle common issues. They don’t need an info dump or a legal brief. Keep the tone warm, use plain language, and include visuals for things that confuse travelers like the driveway entrance or the lock keypad.
Build anticipation with local expertise
Pre‑stay is where you can and should play concierge. Curate three great nearby options for each category such as coffee, breakfast, dinner, and one unique experience. If you’ve built partnerships, add a code for a small discount. Link to a longer local guide, and ask one quick question to personalize: “Are you celebrating anything?” Those data points also feed your CRM for future offers.
AI that writes like you
You can draft most of the pre‑stay cadence once to use over and over. AI can keep it fresh and on‑brand. Inside Track’s messaging, use AI suggestions to vary intros, update weather blurbs, and personalize based on guest type, channel, or past stays. The goal isn’t to sound robotic; it’s to sound consistently attentive.
What to avoid
- Wall‑of‑text emails with everything you’ve ever wanted to say
- Attachments guests can’t open on mobile (or haven’t been optimized and carry a big data charge)
- Last‑minute surprises (fees, rules, parking limits) that trigger friction
A simple welcome sequence
- Confirmation: “We’ve got you.” Reservation details, contact info, and a short thank‑you.
- Seven‑day touch: “Get excited.” House overview, what’s included, area highlights, link to guide.
- Two‑day logistics: “Set your mind at ease.” Access, parking, Wi‑Fi, arrival time, quick FAQ.
- Morning‑of nudge: “Safe travels—text me if you need anything.”
- First‑night check: Automated “All good?” with quick‑reply buttons.
Measure and refine
Look at open and click rates, but focus on outcomes like fewer “how do I get in?” tickets, better arrival‑related reviews, and higher uptake on upsells you plug into the cadence (early check‑in, mid‑stay clean, grocery drop). Test small changes to subject lines, send times, and photo placement. Over time you’ll find the rhythm that fits your guests and your brand.
When engagement becomes differentiation
Great pre‑stay communication doesn’t show up as a line item. It shows up as fewer problems and more praise for being “thoughtful,” “organized,” and “easy.” With Track handling triggers and AI helping you keep the copy sharp, you create that feeling at scale—before the door even opens.
