Show and Tell: Your guest welcome email

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  • Avatar
    cassid

    Keep it short, people don't tend to read long messages.

    Give your address and contact number again and your check in times.

     

    Houda, as booking.com is instant booking how can your ensure that only guests who speak your languages book your place ? there are loads of apps available in every language so you can communicate with anybody. We share the same space as guests but there are many ways to communicate without language, I had a lovely Italian couple stay for a week, he spoke with me everyday in Italian, I nodded and smiled, no idea what he was saying. 

     

  • Avatar
    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.  

  • Avatar
    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

    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. :) 

     

     

  • Avatar
    Houda Auclair

    @ cassid

    Sorry I am off topic. 

  • Avatar
    cassid

    That's a good point, a list of attractions, just to add a link Angela, I have all the information in a folder but not online. Do you link to your website or cloud or is there space like Airbnb ?

    Gisela, in Ireland and probably the UK, Rusks are a brand name of baby biscuits, I remember my sister nibbling them about 30 years ago. I had to look up what you meant by Rusks, interesting different uses for words.

  • Avatar
    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.  

     

     

  • Avatar
    Houda Auclair

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

    Merci ;-)

  • Avatar
    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!

  • Avatar
    royalclarencehotel.com

    Someone said to keep it short - nooooo - fill it with as much info as possible but keep the most important stuff at the top.

    Ensure guests know what to expect and what you expect of them - 

    Hello {{customer_first_name}} {{customer_last_name}}

    Thank you for choosing to stay at The Royal Clarence Hotel.

    The following information contains both important and useful info about the Hotel and/or your stay.

    General Information

    How to Find Us:

    We are the only Hotel on the seafront. Leave the M5 at J22 and follow signs to the seafront (or enter TA8 1BQ into your SatNav).

    Quick and Easy Check-In:

    Reception is open and staffed from 2.00pm to 10.00pm for Guest Check-In.

    Our aim is to offer guests a value stay in our premier seafront location and one way to achieve that is to have reception staff on duty when they are needed and not sat behind a desk all day and night with little to do.

    Late Check-In (after 10pm):

    If you haven't arrived by 9.30pm, we will attempt to call you on your UK mobile number [ {{customer_phone}} ].

    We will provide you with a safe number and key code (for instance a code of 7529 refers to safe number 7 with a code 7529). Inside, you will find one smart card for your room, plus a welcome letter.

    It is extremely important that we have a valid mobile number for you and you are contactable.

    If you have a balance outstanding on your account, we can only issue a room key and check you in during our standard check-in times.

    Express Check-Out:

    Guest Check-Out is by 10.00am please.

    Check-Out could not be easier. Pop your room smart card(s) into the black drop-box in the reception area. Alternatively, please leave your card(s) next to the kettle in your room.

    As rooms are paid for at the time of booking and we email a VAT Receipt to you on the day of departure, there really isn't anything to delay you. Have a safe onward journey.

    Parking (October to March):

    There are 200 parking spaces located along the seafront Esplanade immediately in front of the Hotel. Seafront Esplanade parking is FREE at all times during this period.

    Parking (April to September):

    During the summer season, seafront Esplanade parking is FREE every day from 6pm to 9am. A 4 hour stay outside these times is approximately £3.40.

    We do have six free parking spaces on the Hotel forecourt, which are available on a first come basis.

     

    Free Parking is also available in many nearby residential streets; notably Poplar Road (TA8 2HG), Herbert Road (TA8 2HE) and Grove Road (TA8 2HF). Each is a slow 10 minute stroll from the Hotel.

    Book Direct - and Enjoy Free Parking in Summer too

    If you have booked direct with us, we will refund up to 4 hours parking each night of your stay - all we need is for you to write your name and room number on the pay and display ticket and pop it into the marked box just inside the hotel entrance doors. We will refund the money within 7 days, to the payment card used to make your booking. 

    We suggest arriving after 3pm and paying for 4 hours parking. The pay and display parking is then free from 6pm to 9am and the unused time on your ticket will allow you to park until hotel check out at 10am. 

    Please refer to the T&Cs on our website or at the Hotel for further details of our Parking Refund Offer.

    Special Requests:

    Please be aware that requests made through booking providers are not passed to us until a few days before your arrival. We will always attempt to satisfy requests but we cannot guarantee to do so.

    Guests who have booked direct with the Hotel will be the first to receive a free upgrade should one become available.

    Booking direct with the Hotel always makes sense as our rates are lower than those found on places like booking-dot-com etc

    Accessibility Issues:

    Sorry, we do not have a lift within the Hotel. All guest rooms are located on the 1st and 2nd floors, with at least one flight of standard stairs. We would suggest that the Hotel is unsuitable for those with mobility issues.

    Over 18s Policy:

    The Royal Clarence Hotel does NOT accept guests under the age of 18. This Policy is included on our partner websites and is made clear prior to making your booking. Should you attempt to check-in with a person aged 17 or under, your booking will be cancelled immediately and any monies due will be charged in full for the duration of the original booking. ID will be required of all persons who may look to be under 21.

    Room Only:

    Your stay with us is on a Room Only basis. Of course, all of our rooms are stocked with complimentary supplies of tea and coffee etc. Additional items are available free of charge from our Housekeeping or Bar Staff.

    Vending Machines:

    We have two 24hr vending machines located in the Reception area on the ground floor. Whether you fancy a late night beer, nibbles or a snack, we have it all for you.

    Cafes, Takeaways and Restaurants:

    There are a large number of excellent cafes, takeaways and restaurants within a couple of minutes’ walk from the Hotel. Reception staff can offer suggestions to suit your tastes and budget.

    You are welcome to bring takeaway food back to the hotel, and we provide disposable cutlery and plates in the Reception area, together with a microwave. We invite you to enjoy your food in the enclosed seafront sun terrace.

    However, if you do so after 10pm, please consider guests who may be sleeping and keep noise to a minimum.

    Additional Charges:

    Smart Cards:

    For security reasons, we must charge to replace smart cards which are taken on departure. We cannot wait for you to post them back to us as the room would not be secure for incoming guests. Smart Cards are charged at £5 each if taken on departure.

    Damage and/or Excess Cleaning:

    We accept that items break through normal wear and tear and that small marks may appear on towels or bed linen. However, we must charge for damage and/or excess cleaning above that considered to be normal for a hotel guest changeover. These charges will vary depending on the item and you agree to these charges as part of your booking with us.

    Late Checkout:

    Checkout is by 10.00am please. It is important that our housekeeping staff are able to access your room in order to prepare it for incoming guests. Therefore, after allowing a grace period of 30 minutes, we do charge a "Late Checkout Fee" of £30 for checkouts between 10.30am and 12 noon. Later checkouts are charged at £150.

    Heating/Cooling:

    During the colder months our heating operates daily from 6am to 9am and again from 5pm to 10pm. Following feedback from our guests, this was found to be the prefered time for guest comfort and is included in our value room rates.

    We provide the option to hire a portable oil-filled electric radiator at an additional cost of £5 (including VAT) per room for each overnight stay.

    Our guests have commented that this is better than having an across the board increase to our daily room rates as the majority of guests do not require heating during the daytime. A forced price increase goes against our aim of offering value room rates to our customers.  

    If the temperature drops below 0C the heating will be set to operate from 6am to 10pm.

    Hot water is available all day, every day.

    Cooling fans are also available to hire at a cost of £5 (inc VAT) per room for each overnight stay.

    Cancellation:

    Non-Refundable Rate:

    These rates are sold on third party websites like booking-dot-com, expedia, trivago and tripadvisor. They are non-refundable, non-amendable and non-transferable. Cancellations are accepted but are non-refundable.

    Refundable Rate:

    These rates are only available when you book direct with us, either on our website or by telephone. Rooms may be cancelled at any time before 11am on the day before your scheduled arrival date (ie by 11am Thursday for a Friday arrival). A full refund will be provided.

    During Your Stay: 

    If you have any concerns, suggestions, feedback or praise during your stay with us PLEASE let us know as soon as possible.

    Sometimes things happen which are beyond our control. We cannot foresee a shower breaking, the TV untuning itself or a radiator valve sticking. But we will do our best to rectify any issues you have as quickly as possible. We do have our own handyman on-site most mornings.

    Emergencies:

    We hope that your stay with us is an enjoyable one. In the event of an emergency, staff can be contacted during the night by calling 07763 431383. We have our own defibrillator on-site.

    Respectfully, we ask that this number is used for emergencies only please.

    Future Bookings: 

    If you plan to stay with us again in the future, please remember that the lowest room rates (sold on a refundable basis) will only be offered by the Hotel direct via our own website www.royalclarencehotel.com

     

    We very much look forward to welcoming you soon.

    Please contact our Booking Office with any questions. The Booking Office is open Monday to Saturday from 10am to 6pm. Alternatively, why not email us below, quoting your Booking Reference ({{booking_reference}}).

     

    Regards

    Neil

    Booking Office

    The Royal Clarence Hotel

    31 Esplanade

    Burnham-on-Sea

    TA8 1BQ

     

    T 01278783138

    E info@royal-clarence-hotel.com

  • Avatar
    royalclarencehotel.com

    "Email templates are a fantastic time-saving tool."

    Only if you don't use any other OTA for your bookings - if you do then you have to work out who has been sent what.

    Much better to have a PMS which does it for you so every guest gets the emails and not just guests from one OTA

  • Avatar
    Mr. Fay(费伊恩)

    May be want to include Wifi code and parking instruction

  • Avatar
    Barbicangirl

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

  • Avatar
    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".

  • Avatar
    Laura

    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!  :) 

  • Avatar
    cassid

    That's a good idea to send a link of your website, I thought it would be hidden like Airbnb.

    I think guests don't read the policies or check in times when booking which takes 2 minutes, I just think they won't read a long message. I had a slightly longer one and then my channel manager told me it was way too long.  To use some websites you have to agree to the  terms and conditions you have to tick , most people would just sign them and that includes me. 

    In previous messages I offer to hold luggage before check in but then people started arriving at whatever time they wanted. Getting arrival times has been such a nightmare.

     

    This is my template that is sent via my channel manager

    Name: [guestName]

    Date of Arrival: [arrivalDate]

    Date of Departure: [departureDate] 

    Check in: 3.00 pm to 9.00 pm

    Check out: Anytime up to 11.00 am

    These check in times are part of our terms and conditions which guests agree to follow when booking with us via Booking.com. I try to do a few hours of voluntary work in Dublin with families so i am not always at home until 3.00 pm. if your flight arrives early or before check in, there are luggage storage facilities at the airport and in Dublin City center., most charge €5.00 per day. 

     If your plane gets delayed until after 9.00 pm please let us know. We understand this is out of your control.

    All payments must be made prior to arrival. You will be sent a secure link from Stripe.com to make payment. Payments need to be made on the same day of booking. If you are unable to make payment, sadly ,we will be unable to hold the room. 

    If you have any questions or queries about the accommodation, travel or places to visit ,please just message me here and I will  happily offer my advice or recommendation.

    If a host has opted in for payment by booking.com, they must pay the full amount up front and I have followed this ethos to my own booking, so far no problems

     

  • Avatar
    Joey

    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. 

  • Avatar
    Clairelouiseduplessis

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

  • Avatar
    Laura

    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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