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    Angela

    My welcome email sets out our check in and check out times, and requests an ETA.  It give directions on how to get to us.  Links to the current weather and links to things to do in the area.  We have a comprehensive online guest book that is very detailed with many FAQ's answered, our welcome email also provides a link to that.  

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    Giselahw68

    I have a quick template, I always send using PULSE, as soon as my phone beeps with a special ringtone...

    Dear [FULL_NAME],

    Thank you for your booking at [PROPERTY_NAME]. We are delighted to host you from [CHECKIN_DATE] for [CHECKOUT_DATE].

    Our facilities are easily accessed on a “self-check in” basis (if you have a local cell phone, I can set it up to open the driveway gate) however, please let us know your expected arrival time, and we will be sure to look out for you at Suites on 74. I am also on WhatsApp (+27 MY NUM BERR) and adding me as a contact can be helpful as we can communicate around your arrival.

    We provide coffee, tea, milk, sugar and rusks in the apartment's kitchen as part of the service.

    If you have any special needs, please let us know so that we can make your stay as comfortable as possible.

    We will prepare an invoice for the total price and present it to you for payment when you arrive. If you would like to see specific personal or company information on the invoice, do send us the details and we will make the updates.

    We will contact you with a request for a deposit and re-confirmation if another guest requests the same dates and we have not heard from you.

    We look forward to welcoming you to Suites on 74!

    Kind regards,

    Gisela Wullschleger
    [PROPERTY_NAME]

    It usually gets a "Thanks" type response, and sometimes a special request follows, mostly the guest then calls me directly to discuss something.  When they are silent, and they are arriving within a month, or there is demand for the apartments, I send this one....

    ***

    Dear [FULL_NAME],

    Please reconfirm your reservation to stay at Suites on 74 from [CHECKIN_DATE] urgently. We are sending you this message because we have not heard from you and are receiving enquiries for the same date from other potential guests.

    We look forward to being of service!

    Kind regards,
    Gisela Wullschleger

    Suites on 74, Worcester

    ***

    And If I don't hear from them I send them a quick short ultimatum about payment by electronic funds transfer, to which most reply swiftly, usually by calling my number or messaging me. If they don't I open the room by adding a room on the calendar, and I start initiating the cancellation process which booking,com allows on the extranet.

    I get a lot of people saying how much they love receiving my messages!  On the day they arrive, I sms them to tell them when the room is ready, where to find the keys, how to enter at the gate, where to park, what time the staff are available to meet them and what they should do if they arrive late.  On the day they leave, I message them to indicate whether they need to leave by check out time, or if they have an hour or two lee-way on departure time, which staff member is on duty to bid them good bye and where they should leave the keys.

    Over-communicating is really not a concern!

     

  • Avatar
    Laura, Community Manager

    These are great tips, thanks to everyone who has already shared!

    Email templates are a fantastic time-saving tool. If you haven't set one up already, we have a quick guide in our Partner Help Centre. 

    Angela, can you share a bit more about the online guest book? This sounds like an interesting tool that other partners might like to adopt. :) 

     

     

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    Houda Auclair

    @ cassid

    Sorry I am off topic. 

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    Angela

    Laura - I created my online welcome book through a company called TouchStay - https://touchstay.com/.  They have a basic template that you customise and add menu items specific to your own property.  It ends up as a website layout comprehensive FAQ.  

    Cassid - I link to a page on my own website - www.promhillscabins.com.au/index.php/things-to-do - it lists everything I can think of to do within about a 45min radius.  

     

     

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    Houda Auclair

    Angela Thank you for sharing. I just registered on touch stay.

    Merci ;-)

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    Leandri Klopper

    Hi everyone!

    Awesome ideas! I love the short and sweet of it. 

    Because of my non-refund, pay by card, prepayment required-policy the first message I send includes a Payment schedule. Eg. 

    Days before arrival: More than 30
    Payment due: Deposit of 25%
    Scheduled for: DATE

    Right underneath the date the payment is scheduled to go off, I inform them that should they wish to make alternative arrangements they need to contact me before the payment is executed. This works like a charm! And it also avoids chargebacks from the bank where the guest gets a deduction 2 days after booking and in a paranoid confusion phones the bank to report fraud. 

     MikeM, had an awesome idea of posting information as a Photo on the resort description, I will be testing it soon. 

    Thanks for all the insight forum-ers!

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    Mr. Fay(费伊恩)

    May be want to include Wifi code and parking instruction

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    Barbicangirl

    So helpful to have the email templates and can adjust them for the specific guests. 

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    Corinne Orde

    Thank you all for these excellent ideas. They prompted me to create an FAQ page on my own website, with the answers to many of the questions that my guests ask most often. I'm sure I'll be adding more as time goes on! In my confirmation email on Pulse after a booking has come in, I state: "If you have any questions, some of them may already be answered here".

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    Laura, Community Manager

    Hi Corinne Orde,

    Thanks for your post! We love the FAQ page idea. Laying it out in a question and answer format helps guests find information quickly.  

    P.S. Congratulations on the newest member of your household. What a handsome pup!  :) 

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    Zoinks

    So many hosts - so many solutions :-) I have to keep my welcome letter very short as I get guests from all over the world and I have to use Google translate to send them the message in a language they understand. I cannot trust Google translate with anything too complex. 

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    Clairelouiseduplessis

    This is so helpful.  I am creating my welcome email today!

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    Laura, Community Manager

    Hi Clairelouiseduplessis, welcome to the Forum! We'd love to see the finished product :)

    If you have any go-to tools or time-saving tips that could help the community, please feel free to start a new post too! 

    Happy posting,

    Laura

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    fluff

    Well I learned a little something from this thread.

    For two weeks now I have been using my new improved welcome email.

    Before it was a simple &  automated confirmation reiterating the booking details.

    Now it has a more cheery, informal greeting, basic map, most pertinent policies and then a personalised section containing a thanks for any extra information already given (e.g. arrival time) and/or a prompt for required information e.g. I just sent one for a parent and child booking, they booked a double bed so I have asked if they would prefer two singles (which deliberately do not appear on our OTA listings).

    Anyway, upshot is noticeably improved communication with future guests and comments of already feeling well attended to. :-)

    Thanks for the pointers that I really should have had in place already!

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    Bandara Hotels & Resorts

    Our standard welcome letter/email is just reconfirm just booking details with us. We also put important about check in time, check out time, transportation from airport to hotel, hotel map, hotel contact number address in English and in Thai (local language).

     

    And sometime if in hotel or around hotel have any event during guest stay, we will also add these information as well.

     

    And lastly we will try upsell room, F&B event, spa before guest arrival with special deal.

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    Leandri Klopper

    Hi All!

    So I've recently learned of a very valueable procedure that Booking.com has in place for bookings that were made without a Credit Card. 

    Should you wish to cancel the reservation because the guest has not paid before your deadline, Booking.com needs the following to show on the Extranet either via Msg or Email:

    1. The banking details where the guest needed to make the payment into
    2. The due date of when the payment was supposed to be made
    3. The amount due. 
    4. The currency of the payment requested. 

    If they see all this on the email/msg, and it has been 24 hours with no response from the client, then Booking.com will cancel the reservation! Which means you won't have to request it yourself and wait 7 years for the client to accept the cancellation. 

    The reason why I am posting this here... these details now form part of my Welcome email, for Every booking (whether they have loaded a card or not). The consultant from Booking.com has advised that these are very important to communicate to the guest. 

    Anyway, Happy Braai daay on Monday to my fellow South-African friends. 

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    Sara Jarvis

    Would someone please tell me how to put my photo here?

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    Bandara Hotels & Resorts

    Sara Jarvis You can use this function which will show on PC browser only. If you are using mobile, I believe that it not work.

     

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    Sara Jarvis

    Thanks very much, I did it on iPad.......using pulse

  • Avatar
    Michael

    As soon as I get the booking, I send a quick message through Pulse, thanking them for booking with us. A week before check in, I send the following email with two booklets attached, as described in the email. This email was refined over the course of more than a year, and has helped eliminate any confusion or problems. We're renting out an entire house, and we aren't there to greet the guests, as it's an hour drive from where we live. So we need to establish a relationship early to avoid any problems. Here's our email:

    Hi, [FIRST NAME],

     

    In anticipation of your visit to Château de Vin next week, I have attached a couple booklets for your review.

    • The Access manual is a step by step guide to gaining access to the house, via the August app. Two days before your arrival, you will receive a text message inviting you to install and configure the August app.
    • The house manual tells you everything you need to know about the house. Please take time to read it. It contains very important information. Let me know if you have any questions.

     

    A couple notes about your visit:

    • The cabin is located at 27315 Matterhorn Drive, Lake Arrowhead, CA 92336
    • Check in time is 4 PM. We may be able to grant early access upon request, for $15/hour.
    • Your checkout time is 11 AM on the 26th. It’s very important that you are out of the house by 11 AM, as our cleaning crew will need to get started at 11 AM sharp.
    • The fireplaces have gas log sets in them. Do not put wood in the fireplaces. When you light the fireplaces, turn the gas on, no more than a half turn. If you turn it higher than that, it can damage the fireplace.
    • Keep in mind, this is our home. Please treat it with respect.
    • Please keep outside noise to a minimum after 10 PM. We have neighbors who enjoy living in a peaceful neighborhood.
    • Important: We have room for two cars in the front of the house, and four cars in the rear. If you have any more than that, County regulations provide that you will be given one hour to remedy the situation. If you fail, you can be evicted immediately without refund. And no cars are to be parked on our neighbor’s property.
    • When there is snow, our neighbor has a beautiful hill that is perfect for snow play. But as tempting as it is, please stay off their property.
    • We have left a gift basket for you on the kitchen island. Enjoy it with our complements.

     

    What your cleaning fee covers:

    • Cleaning bedding and making the beds
    • Vacuuming and steam cleaning floors
    • Cleaning and sanitizing bathrooms, kitchen countertops, and tables
    • Discarding bagged trash left under the house

     

    What your cleaning fee does not cover:

    • Cleaning kitchen dishes, glasses, and appliances, and putting them away
    • Picking up trash from all over the house
    • Cleaning alcoholic spills
    • Moving furniture that you moved (Our cleaning crew isn’t strong enough to move furniture)

     

    Additional fees will apply if our cleaning crew finds any of these conditions. Also, if you plan to play beer pong, please bring your own table and play outside on the deck. We don’t want alcohol spilled on our floors.

     

    We hope you make some wonderful memories during your visit.

     

    Please respond to this email, so we know that you received it, and accept the information in it. And feel free to forward it to other members of your group.

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    M Adamopoulou

    Thank you all for this information. Surely I will change my e-mail messages giving more details. I did not know that it was necessary. 

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