What is hotel pre-arrival messaging?

Pre-arrival messaging serves four purposes simultaneously: **1. Clarify arrival intent.** Many no-shows are forgetfulness or plan changes, not malice. A 48-hour-out message with one-click cancellation lets guests cancel politely — and cancellations are partially resaleable while no-shows are not. Hotels with disciplined pre-arrival messaging give guests a clear chance to confirm, update, or cancel before the room is lost. **2. Reduce check-in friction.** Including a link to online check-in lets guests fill in registration data from their phone before arrival. Front-desk work moves out of the peak arrival queue and into a quieter pre-arrival flow. **3. Pre-arrival upsell.** A targeted offer in the pre-arrival message — late checkout, early check-in, room upgrade, F&B package, transfer booking — reaches the guest while the stay is still being planned. One relevant offer is easier to act on than a generic promotion. **4. Set expectations.** Travel info (parking, public transit), local context (restaurant recommendation, event happening that night), and policy reminders (check-in time, ID requirements) prevent surprises at arrival. **What to include:** - Booking reference and dates - Check-in time and process - One-click cancellation link (so guests can cancel instead of disappearing) - Online check-in invitation (link) - Practical arrival info (parking, public transit, ETA flexibility) - One relevant upsell offer (don't overload) **What to avoid:** - Heavy marketing material disguised as confirmation - Generic templates with no personalisation - Sending too early (5+ days out — guests forget) or too late (day-of — they've already made plans) - Multiple competing offers (one focused upsell is easier to evaluate than three) **Channel choice:** Email is universal. SMS is more immediate but more expensive. WhatsApp Business API combines familiar mobile messaging with lower friction where guests already use it. For international guest mix, WhatsApp often deserves a test.