The Ultimate Guest Communication Checklist for Boutique Hotels
By John Smith ·
June 19, 2025
In the world of boutique hospitality, the details make all the difference. A well-timed message can transform a good stay into a great one. Use this checklist to ensure your guest communication is always on point.
Pre-Arrival
- Booking Confirmation: Send an immediate confirmation email with all the essential details: dates, room type, rate, and cancellation policy.
- Welcome Email (3-5 days before arrival): Get your guests excited! Include check-in instructions, a weather forecast, and a link to your digital welcome book. This is a great time to offer early check-in or other upsells.
- Check-in Reminder (24 hours before arrival): A simple reminder with the property address and a contact number for any last-minute questions.
During the Stay
- Welcome Message (upon check-in): A quick text or email to ensure they’ve settled in comfortably and to see if they need anything.
- Mid-Stay Check-in: For longer stays, a brief message on day 2 or 3 can be a nice touch. Ask how everything is going and if they need any recommendations for dining or activities.
Post-Stay
- Thank You & Farewell (morning of check-out): Send a thank you message with check-out instructions and wish them safe travels.
- Review Request (1-2 days after departure): This is the most crucial post-stay communication. Send a polite request for a review on your preferred platform (e.g., Google, TripAdvisor) and include a direct link.
- “We Miss You” Offer (3-6 months later): Encourage repeat business with a special offer for their next stay.