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How to make your guest journey feel personal

Build a pre-arrival flow that reads like a person wrote it, using narrow audiences and off-the-hour send times.

Guests can tell when a message came from a system. Two things change that: sending to a small, well-defined group rather than everyone, and sending at times that do not look automated. This walks through building a pre-arrival flow that does both.

Create the audiences

Start by defining the guest groups you want to reach, so each message can be written for a specific situation rather than for everyone at once.

First-time guests

  1. Go to Audience in the left menu.

  2. Click + in the top-right corner.

  3. Add the filter Count of previous reservations and set it to 0.

Guests with missing information

  1. Create a second audience.

  2. Add the filter Missing Information and select the fields you need, for example phone number or nationality.

  3. Add a second filter, Reservation status, set to Confirmed.

Build the Journey campaign

  1. Go to Campaigns, then Journeys.

  2. Select the Before Check-In campaign type.

Write the first message

Choose your channel, then keep the message short and write it the way a person at the front desk would say it.

An example for first-time guests, sent by SMS:

Hey [Guest Name], this is [Your Name] from [Hotel Name]. I just wanted to quickly ask what time you expect to arrive. If you use WhatsApp, feel free to reach out to us here: [WhatsApp Link]

Set the audience to the one filtering on zero previous reservations, and set the trigger to an odd time such as 08:57 rather than on the hour. A message that arrives at exactly 09:00 reads as automated. One that arrives at 08:57 does not.

Follow up with a second message

An example for guests whose booking is missing details:

Just noticed we're missing a few details from your booking. Could you quickly fill out this form when you get a chance? [Online check-in form link]

Set the audience to guests with missing information and a confirmed reservation, and set the trigger to another off-the-hour time such as 09:11. Keeping it close to the first message makes the two read as one conversation rather than two separate sends.

Getting help

Open Talk to Us in the left menu of the platform, or email support@bookboost.io.

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