How to Write the Best Automated Messages for First-Time Guests

Picture two first-time guests arriving at your hotel.

 
•    Guest A waits in line, flipping through a generic brochure.  
 
•    Guest B skips the line, grabs their key and heads straight to their dinner reservation thanks to mobile check-in and clear pre-arrival info.  

One stepped into the unknown. The other onto a red carpet.

First impressions now happen before guests arrive. And with expectations higher than ever, automation is the only way to deliver timely, personalized communication at scale. This creates a better guest experience in more ways than one: wait times are reduced, the front desk isn’t overwhelmed and staff has more time to spend helping guests. In fact, 80% of employees say automation gives them more time to build customer relationships

‍

In this guide, you’ll learn:

 
•    Why automation and personalization go hand-in-hand  
 
•    What makes a great pre-arrival message  
 
•    How to create a seamless, standout experience for first-time guests  

More Than Convenience: 7 Reasons Why Hotels Need to Automate Guest Messaging

For decades, guests have been sharing their information with hotels and booking sites. In return, their expectations for personalized experiences have skyrocketed: 61% of guests are willing to spend more for personalization, and 74% of guests want hotels to use AI to better tailor their stay.

‍

While automation may not be your first thought when considering how to personalize the guest experience, here are seven reasons it’s the perfect match:

‍

‍

1. Create Long-Term Loyalty With Data-Driven Personalization

By using data to personalize messaging templates, you can engage guests from the moment they book. For example, you can use their reservation dates to send appropriate amenity information (like pool hours), or recognize their loyalty status and remind them of the on-site perks they can expect. Here are a few ideas:

 
•    Send information about local events happening during their stay  
 
•    Remind them what’s included for their room type  
 
•    Offer to call them an airport taxi if they’re flying in  

These thoughtful touches create a sense of recognition and lay the groundwork for loyalty before a guest even arrives on-site.

2. Provide Instant Answers

No guest looks forward to browsing an FAQ, sitting on hold or standing in a line just to get a simple question answered. The time they spend doing that is time they aren’t able to spend enjoying their trip.

‍

Automated messaging means they don’t have to wait for your attention. Instead, you provide instant answers so guests can have what they need when they need it. One great example of the impact this can have is a hotel that reduced their response time from 9 minutes to less than 30 seconds by using AI-powered guest messaging.

3. Reduce Front Desk Workload

When you automate routine requests and pre-arrival messages, your staff spends less time talking the talk and more time walking the walk. Hotels can automate more than 80% of guest messages, meaning the front desk fields fewer repetitive phone calls.

‍

This translates into a significant amount of time savings for your team. When the front desk isn’t strapped for resources, your team has the bandwidth to give the guests in front of them the undivided attention that makes interactions stand out.

4. Meet Modern Travelers’ Expectations of Self-Service Options

Today’s travelers already tag their own luggage at the airport and pre-order a coffee for pick-up on the way, so it’s no surprise that 73% of guests expect to take control of their hotel experience through their mobile device, too.

‍

Self-service options empower guests to manage their stay on their terms. Any time they have a question or need assistance, automated messaging makes sure they get the answers they need in an instant.

5. Reduce No-Shows and Late Check-Ins

When a guest’s plans change, you usually have to hope they let you know or wait until midnight to mark a no-show—a waiting game that accounts for nearly 7% of lost revenue. With pre-arrival communication, you can get proactive.

‍

Automated messaging takes the guesswork out of guest arrival by sending regular reminders as a reservation approaches, starting about two weeks out. This gives them the opportunity to easily change or cancel their stay well in advance, so you can focus on selling unused inventory, not watching it sit empty.

6. Boost Revenue Through Personalized Upsells

Sending personalized messages is one of the most effective upselling techniques for hotels. With timely messages about tailored offers, your hotel gets more ancillary revenue and creates an experience guests will love.

‍

Offering spa treatments for couples, movie nights for families or early check-in for business travelers is a way to further personalize the guest experience while increasing hotel revenue.

7. Eliminate Communication Gaps That Cause Bad Reviews

All too often, guests only interact with your team at check-in and checkout, and bad experiences aren’t always brought up. But with automated communication, you get to be proactive about identifying and addressing issues.

‍

Timely messages during the stay open the door for communication so guests can flag problems if they occur. A quick problem resolution makes a great impression, leaving guests wowed even if something went wrong.

5 Key Automated Messages Every Hotel Needs for New Guests

Looking for ready-to-use welcome messages for hotel guests? Here are five automated texts to send to first-time visitors at your hotel. We cover what to say, when to say it, and provide tips on customizing these messages to match your hotel’s tone.

1. Booking Confirmation and Welcome Message

Template: Hi [Guest First Name], your stay with us at [Hotel Name] in a [Room Type] from [Check-In Date - Checkout Date] is confirmed! We’ll see you soon. Questions? We’re here 24/7 so message us any time.

‍

When to send: Immediately when the booking arrives in your PMS.

‍

Why automate?

 
•    Confirm 24/7: Guests book at all hours, across time zones.  
 
•    Verify details: A prompt, friendly confirmation puts guests at ease.  
 
•    Make a first impression: Instant acknowledgment sets the stage for great communication and service.  

2. Pre-Arrival Reminder and Upsell Offer

Template: We’re excited for your arrival at [Hotel Name] on [Arrival Day of Week]! Interested in a room upgrade, a table at [Restaurant Name] or anything else? Just reply, we’re happy to assist.

‍

When to send: 3–5 days before check-in.

‍

Why automate?  

 
•    Increase revenue: Take the guesswork out of upgrades and add-ons by presenting them before guests arrive.  
 
•    Reduce manual work: Pre-arrival messages go out to guests on a rolling basis. Handling them manually is cumbersome, so automation ensures every guest gets a timely, personalized touchpoint.  
 
•    Be proactive: Reminders help guests notify you of late arrivals or adjust plans in advance.  

3. Check-in Day Message and Digital Key Link

Template: Safe travels today! We’re excited to welcome you. Feel like skipping the front desk? Here’s a link for mobile check-in: [Link]

‍

When to send: On the morning of arrival.

‍

Why automate?

 
•    Add a touchpoint: Provides reassurance that you’re expecting them.  
 
•    Provide options: Ensures every guest can handle check-in how they prefer.  
 
•    Reduce wait times: Every guest who uses virtual self check-in is one less person who has to wait in a lobby line.  

4. Post-Check-In Service Message

Template: How’s everything so far? If you’re not yet connected, the Wi-Fi password is [insert password]. Need anything else?

‍

When to send: Shortly after check-in on the day of arrival.

‍

Why automate?

 
•    Perfect your timing: Automation ensures the message is sent at the right moment, shortly after a guest picks up their key.  
 
•    Increase personalization: Each guest receives a message based on their respective arrival time.  
 
•    Solidify the connection: Asking if your guest needs anything else prompts a response and further engagement. It may be the opportunity to make their stay stand out!  

5. Departure Reminder and Post-Stay Review Request

Template: It’s almost time to say goodbye. Checkout is at [Time], or choose late checkout for [price]. If you’d like to skip the front desk, just use this link: [link]! We’d love to hear about your stay: [Review link]. We hope to see you again!

‍

When to send: Morning of departure

‍

Why automate?

 
•    Gather feedback: Automating a prompt for feedback ensures you’re continually getting new reviews and can significantly improve your Tripadvisor ranking.  
 
•    Stay consistent: Early departures may already be out the door and won’t need this message. Automations have access to your PMS and only message the right guests.  
 
•    Add revenue: Late checkout is often a popular upsell, so make sure to offer it for every guest.  

‍

‍

Best Practices for AI-Based Messages

When automating guest communication, there are some best practices hotels should follow. Here’s how to make sure your messages match your intentions:

1. Make it Personal, Not Robotic  

Automated messages carry your brand’s voice, so it’s crucial that they sound human. Whether you choose a casual or formal tone will depend on your hotel’s identity. For example, "Need anything else?" feels more approachable than "We are here for anything you may need."

‍

Striking the right tone for your hotel engages guests in your brand’s natural style. For example, a luxury hotel’s welcome snack can be paired with an automated message for first-time guests for a thoughtful, personalized experience.

2. Keep it Mobile-Friendly  

In today’s world, most guests will receive your messages on mobile devices, so it’s crucial to optimize for the phone experience. It’s better to err on the side of being concise in your texts, and use a link shortener to cut down on characters.

3. Use AI for FAQs  

Frequently asked questions you've answered countless times are the perfect candidates for AI automation. And if AI can’t provide the answer? It’s smart enough to know when to redirect the message to your team. This means your staff has more time to spend on complex requests, while repetitive queries are handled automatically.

4.  Optimize Timing for Engagement

When creating a great stay for guests, timing is everything. They may be in a hurry when passing through the lobby, or your staff might be pulled away from a conversation by a ringing phone. Automated messages deliver information to guests in a convenient way so they can check them when the time is right.

5. Get Creative With A/B Testing  

Not sure if “Join us for lunch with a 20% discount” or “Lunch is between 12 and 2 p.m., and today you get 20% off” works better to get an afternoon crowd to your restaurant? A/B testing has the answer.

‍

Automation can split your recipient list and send each group a different message, then measure the results. This data-driven approach allows you to refine your messaging strategy to boost engagement and drive more revenue.

‍

‍

Deliver Instant Guest Messages with Canary

When someone speaks on behalf of your hotel, they need to add real value. That’s especially true when it comes to automated messages for first-time guests. You’re scaling your ability to deliver the right message, at the right time, in a way that feels personal.

That’s why hotels seek out Canary, the #1 hospitality management system. With AI-powered messaging that’s smart, seamless and translated into 100+ languages, Canary shapes the guest journey with clear, consistent contact throughout every stay. Request a demo today and see what your guest communication can look like with Canary.