The importance of communication to the guest experience

The manner in which hotels communicate with travelers has far-reaching implications, influencing sentiment and behavior throughout the traveler’s journey, including:

• Impressions of the property and its staff
• Decisions whether or not to book a room
• Expectations upon arrival
• On-property purchase decisions
• Ratings and comments in post-stay surveys and reviews
• Decisions whether or not to return

Given what’s at stake, hotels must build a communication strategy that ensures a positive experience at every stage of the guest journey. This includes:

• Pre-stay communications such as confirmations and pre-arrival messaging.
• In-stay communications, such as information shared at check-in and throughout the stay.
• Post-stay communications, such as requests for feedback and promotional offers to come back.