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.