But there’s one common mistake: trying to say everything in a single email.

The typical pre-arrival message often becomes a long document that includes directions to the hotel, transport options, check-in instructions, upselling offers, restaurant promotions, and general stay information, all at once. For guests, this quickly becomes overwhelming.

Most travelers are busy and scanning emails quickly. When they open a long message filled with different types of information, they rarely read it carefully. Important details get missed, and the time the hotel spent crafting the message loses much of its impact.

In fact, studies on email engagement consistently show that shorter, focused messages significantly outperform long ones, with higher open and click-through rates. When information is delivered in smaller, well-timed messages, guests are far more likely to engage with it.

The solution is simple: send the right information at the right time. Instead of compiling everything into one long email, break communication into smaller touchpoints that match where the guest is in their journey.

Shortly After Booking: Help Guests Plan Their Arrival

For many guests, especially those traveling long distances, logistics are the first thing on their mind. This is the ideal time to send information about how to reach the property. For example:

• Airport transfer options
• Train or bus directions
• Parking information
• Travel tips for arriving in the area

Keeping this message focused helps guests quickly find the information they need to plan their trip.

About a Week Before Arrival: Build Excitement and Offer Experiences

As the stay approaches, guests begin thinking more actively about their visit. This is a great moment to introduce:

• Breakfast options
• Restaurant reservations
• Spa services or activities
• Partnerships with local attractions
• Room upgrades or special add-ons

Guests are more receptive to these offers when they are already preparing for their trip. Timing here can significantly improve upsell engagement.

A Few Days Before Arrival: Make the Check-In Process Easy

Closer to arrival, guests want practical information about their stay.

This is the perfect time to communicate:

• Online check-in options
• Arrival procedures
• Mobile key setup
• Downloading the hotel’s app
• What to expect when they arrive

Providing these details shortly before arrival helps guests feel prepared and reduces last-minute questions to the front desk.

The Result: Better Engagement and a Better Guest Experience

When communication is broken into relevant moments instead of one long email, guests are more likely to read, understand, and act on the information. Hotels benefit from:

• Higher engagement with messages
• More successful upselling opportunities
• Fewer guest questions at arrival
• A smoother guest journey overall

Sometimes improving communication isn’t about saying more, it’s about delivering the right message at the right moment.