Mastering Pre-Arrival Emails: Proven Templates & Strategies for Hotels (With Examples)

Every great guest journey starts well before check-in. While the overall communication strategy spans from the booking stage to post-stay follow-ups, the pre-arrival stage is uniquely vital—it sets expectations, builds excitement, and ensures guests are informed and engaged before they step through your door.

Some key Findings (based on recent hospitality studies):

• 23% higher guest satisfaction from structured pre-arrival communications.
  
  
• -66 point drop in satisfaction without any pre-stay outreach.
  
  
• 98% of email upsell revenue is generated during the pre-arrival phase

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Before we dive in, let’s zoom out a little bit to understand the guest journey and key touch-points. 

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Understanding Key Communication Stages For Guest Journey

Hotels communicate with guests at every key stage:

• Booking Stage: Confirmations and welcome messages.
• Pre-Arrival: Information and inspiration before the guest arrives.
• Check-In: Warm welcomes and essential details upon arrival.
• In-Stay: Ongoing support, updates, and service reminders.
• Check-Out and Beyond: Smooth departures, feedback requests, and future offers.

Today, we’re focusing on the pre-arrival stage—the critical period after booking confirmation and before check-in.

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What’s The Purpose of Pre-Arrival Emails? What does it accomplish? 

Pre-arrival communications are not just another email; they are your opportunity to:

• Set Expectations: Clearly explain check-in times, property amenities, and local services.
• Build Excitement: Share local recommendations, special offers, or event details that elevate the guest’s anticipation.
• Reduce Anxiety: This is actually real, imagine guests who are likely to arrive late, or their flight is delayed and not knowing if the front desk will be open? Or not able to reach the hotel by phone? Here one can answer frequently asked questions and address common concerns.
• Enhance Personalization: Tailor messages using real-time reservation data to make guests feel recognized and valued.

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How to Send Pre-Arrival Communications:

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Channels & Mediums for Pre-Arrival Communications

Hoteliers can utilize several effective channels and mediums:

🌐 Booking Channels

• Booking.com, Expedia, etc.
  
  • Offer built-in messaging automation.
  • Or simplify by unifying all guest communications through GuestTouch, an all-in-one messaging platform.

📲 Direct Channels

• SMS & WhatsApp
  
  • Quick, mobile-friendly.
  • Convenient and immediately accessible.
• Email
  
  • Flexible design options.
  • Detailed, rich content delivery.

✨ For this discussion, we’ll focus specifically on Emails as a medium. ✨

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📩 Pre-Arrival Email Framework: Creating High-Value Pre-Arrival Emails

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🎯 Set Clear Goals for Impactful Communications

Creating anticipation starts by addressing key guest needs:

• Inform Clearly: Share vital information like check-in details, directions, and amenities upfront.
• Excite and Educate: Highlight unique property features and insider local recommendations to boost excitement.
• Offer Reassurance: Ease guest anxieties by providing clear expectations and accessible support channels.

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🎭 Personalize to Captivate Your Audience

• Tailor your messages uniquely for each guest segment (business travelers, leisure guests, repeat visitors) to increase engagement.
• Use multi-language options if you serve international guests!

⏱️ Send at the Perfect Moment That is Fitting For Your Property

• Adapt email schedules to your property type and guest behavior:
  
  • Activity Focused Resorts: Engage guests 30 days in advance with activity planning and reminders.
  • Urban Hotels: Provide timely essentials one day prior or morning-of for convenience and clarity.

 ✏️ Structure Your Email Content With Guests Needs In Mind

Your pre-arrival email should always prioritize guest needs. Essential components include:

• Personalized Greeting: Address guests by name and include reservation specifics (check-in/check-out dates and times).
• Essential Information: Check-in instructions, directions, parking details, and amenities.
• Insider Recommendations: Curated suggestions for nearby attractions, dining, and unique experiences.
• Special Offers & Clear CTA: Highlight exclusive offers (like early check-in or room upgrades) and encourage guests to engage or inquire further.
• Instant Support Channels: Provide easy and accessible channels for guests to ask questions or make special requests (phone, SMS, WhatsApp, email).

🎨 Design and Customization That is Optimized for All Devices

• Use intuitive drag-and-drop editors or branded templates for appealing visual consistency.

🔄 Automate to Boost Your Property Efficiency

• Integrate with your Property Management System (PMS) with your journey email platform for automated, personalized, and accurate emails in the guest’s language or based on their profile.

📈 Monitor Performance To Improve Results 

• Track email performance (open rates, click-throughs, feedback) and refine with ongoing A/B testing.

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Quick Wins: Want a solution that auto-schedules these for you? Book Your Demo and see how GuestTouch’s PMS integration does it seamlessly.

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When Should You Send Pre-Arrival Emails?

The timing of your pre-arrival email should align with your property’s unique context and guest expectations:

• Resorts & Vacation Properties:
  
  • Send an initial reminder 30 days before arrival to help guests plan activities, book extras (like boat rides), or arrange special requests.
  • Follow-up emails 2 days before arrival for last-minute details.
• Urban or Business Hotels:
  
  • A pre-arrival email may be most effective the day before or the morning of arrival to deliver up-to-date check-in instructions and local recommendations.

Ultimately, timing should be guest-centric—what feels meaningful and timely for your audience?

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🌴 Resort & Destination Properties

Timing Sequence:

• 30 days before: Activity planning & package options
• 14 days before: Local insights & experience recommendations
• 3 days before: Arrival logistics & final preparations

Key Elements:

• Showcase signature experiences with compelling imagery
• Highlight exclusive offers with time-limited availability
• Feature local excursions with seamless booking options

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Example Snippet:

Subject: Maria, Your Upcoming Stay: The Palm Resort

Hello Maria,

Your beachfront villa at The Palm Resort awaits you in just 30 days! 

As our valued guest, you have priority access to our most sought-after experiences:

- Private sunset sailing (only 3 slots remaining during your stay)

- Chef's Table dinner under the stars (85% booked for your dates)

- Complimentary room upgrade when you book any spa package

Simply reply to this email or tap the button below to enhance your stay...

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🏙️ Urban & Business Hotels

Timing Sequence:

• 7 days before: Neighborhood guide & transportation options
• 1 day before: Express check-in & business amenities reminder

Key Elements:

• Mobile check-in instructions with visual walkthrough
• Local dining options with business-appropriate recommendations
• Workstation amenities and technology offerings

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Example Snippet:

Subject: James, Arrive Like a Local at MetroSuite Tomorrow

Hello James,

Your stay at MetroSuite begins tomorrow, and we've prepared everything for a seamless arrival:

🔑 Skip the line with Mobile Check-in (link expires at 4pm)

🚗 Tap for discounted airport transfer options (save 15% vs standard taxi)

💼 Your executive room includes priority access to our business lounge with:

   - Private meeting pods (reserve in advance to guarantee availability)

   - Complimentary pressing of 2 garments (must be received by 8pm)

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🏠 Boutique & Independent Properties

Timing Sequence:

• 14 days before: Property story & unique offerings
• 3 days before: Personalized recommendations & arrival details

Key Elements:

• Storytelling elements that showcase your property's character
• Host/owner introduction with personal recommendations
• Hidden gems and local experiences unavailable through standard channels

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Example Snippet:

Subject: Emma & David, Your Stay With Us at The Artisan House

Hello Emma and David,

In just two weeks, you'll discover why The Artisan House has been a hidden gem in our historic district for over 40 years.

Your Garden Suite was originally the painter's studio of local artist Elena Fuentes, whose work you'll find throughout your accommodation. I've personally selected a collection of her art books for your room based on your interest in local culture.

As a family traveling with teenage children, you might enjoy these unique experiences:

- Underground jazz sessions at Marcel's (Thursday nights)

- The secret breakfast menu at Café Luz (just mention you're our guests)

- Our complimentary vintage bicycle tour (book 48hrs in advance)

Warmly,

Emily and David, Owners

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More Examples of Pre-Arrival Email Copy

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Email Example 1: Urban Luxury Hotel

Subject: "Michael, Your Reservation at Hotel Lex is Coming Up – Everything You Need to Know"

Body: "Hello Michael,

We're looking forward to your stay at Hotel Lex from March 25-28, 2025 with check-in available from 3:00 PM and check-out by 11:00 AM.

ESSENTIAL INFORMATION:

• Parking: Valet parking is available for $40/night with in/out privileges
• Check-in Location: Main lobby on 1st floor, 123 Grand Avenue
• Wi-Fi: Complimentary high-speed access with code: LEXGUEST25
• Directions: [Google Maps Link] From O'Hare International Airport, take I-90 E for 18 miles, exit at Michigan Avenue

LOCAL RECOMMENDATIONS:

• Dining: Reserve a table at Maple & Ash (2 blocks north) for their famous fire-cooked steaks
• Culture: The Art Institute is featuring a special exhibition just 5 minutes from our doors
• Hidden Gem: Try the speakeasy behind the bookstore at 42 Clark Street—tell them you're our guest

EXCLUSIVE OFFERS:

• Early Check-in: Available from 12:00 PM for $45 (subject to availability)
• Room Upgrade: Enhance to our Executive Suite with city views for $75/night [Secure These Offers Now]

QUESTIONS OR SPECIAL REQUESTS?

• Text: 312.555.7890
• Phone: (855) 255-1548
• Email: concierge@hotellex.com

Looking forward to welcoming you, Daniel Martinez, Guest Relations Director"

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Email Example 2: Beach Resort

Subject: "Jennifer, Your Oasis Bay Resort Reservation Details for April 2-9, 2025"

Body: "Hello Jennifer,

We're preparing for your arrival at Oasis Bay Resort for your 7-night stay from April 2-9, 2025. Check-in begins at 4:00 PM and check-out is at 10:00 AM.

ESSENTIAL INFORMATION:

• Airport Transfer: Your pre-booked shuttle will meet you at the International Airport
• Resort Layout: [Interactive Map Link] Your Ocean View Suite is in Building C, closest to the adult pool
• Beach Access: Private entrance with complimentary beach chairs from 7:00 AM-6:00 PM
• Dining Options: 5 restaurants on property (reservations recommended for dinner)

INSIDER RECOMMENDATIONS:

• Sunset View: Black Rock Beach (10 min walk) offers the best sunset views—arrive by 6:30 PM
• Local Eats: Try Da Kitchen food truck on Thursdays at our resort entrance
• Water Activities: We've arranged special rates for resort guests at Blue Water Diving

ENHANCE YOUR STAY:

• Early Arrival: Begin your vacation at 11:00 AM with welcome drinks for $65
• Cabana Reservations: Secure a private beachfront cabana for any day of your stay [Book Your Enhancements]

NEED ASSISTANCE?

• Text: 808.555.2345
• Phone: (855) 425-6789
• Email: aloha@oasisbay.com

Sending warm aloha, Kai Neumann, Resort Manager"

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Email Example 3: Boutique Country Inn (With Storytelling Elements)

Subject: "Alex, Your Suite Awaits at Lex Grove Inn – A Little History Before Your Arrival"

Body: "Hello Alex,

I'm Eleanor White, owner and innkeeper of Lex Grove Inn. Thirty years ago, I fell in love with this 1850s maple sugar farmhouse and transformed it into the cozy retreat you'll soon experience. Your Garden Suite, with its original stone fireplace and hand-restored maple floors, is being prepared for your arrival on March 31, 2025. Your stay with us is confirmed through April 2, 2025, with check-in from 3:00 PM and check-out by 12:00 PM.

![Image: Historic Lex Grove Inn]

A BIT OF HISTORY: This spring marks our 30th year welcoming guests, though the property's story began in 1853 when the Chapman family built this home as part of their maple sugaring operation. The antique copper pot on our front porch was one of their original syrup kettles, and the maple trees lining our drive are over 100 years old. The Garden Suite where you'll be staying was once the family's library, and if you look closely at the bookshelf, you'll find hidden initials carved by the Chapman children.

ARRIVAL INFORMATION:

• Directions: [Downloadable PDF] GPS typically sends guests to our neighbor's farm. Please follow our hand-drawn directions—the stone entrance with blue hydrangeas marks our driveway.
• Parking: Complimentary parking is available in the stone lot behind the main building.
• After-Hours Arrival: If arriving after 8:00 PM, you'll find a lantern-lit path to our side entrance. Use lockbox code 4238.
• Breakfast: I personally prepare breakfast daily from 7:00-10:00 AM in the Maple Room using eggs from our chickens and seasonal ingredients from neighboring farms.

MY PERSONAL RECOMMENDATIONS:

• Morning Ritual: Start your day with coffee on the east porch swing where you'll often spot our resident family of cardinals.
• Hidden Path: Behind the stone wall in our garden, you'll discover a path that leads to Willow Creek—my favorite spot to read in the afternoon.
• Local Secret: Every Wednesday evening, Mr. James at the village bookstore hosts readings by local authors with wine from our regional vineyard.
• Seasonal Magic: Right now, the maple sugaring season is in full swing. Franklin Farm (10 minutes away) has been run by the same family for five generations, and Thomas Franklin still uses traditional methods his grandfather taught him.

SPECIAL TOUCHES FOR YOUR STAY:

• Early Arrival: I can welcome you as early as noon with our traditional afternoon tea service by the fireplace for $30.
• Heritage Picnic: I'd be happy to prepare our signature picnic basket with local cheeses, house-made bread, and maple treats for your explorations.
• Customized Experience: Let me know if you're celebrating anything special—I keep a collection of vintage cake stands for impromptu celebrations. [Request These Special Touches]

QUESTIONS BEFORE YOU ARRIVE?

• Text: 802.555.4567
• Phone: (855) 355-8901
• Email: eleanor@lexgroveinn.com

I'm looking forward to sharing the magic of this special place with you. Our small team (myself, gardener Martin, and my niece Sophie who bakes our famous maple scones) is preparing to make your stay memorable.

Warming the kettle for your arrival, 

Eleanor

P.S. If you're interested in the history of New England architecture, ask me about the secret passage we discovered during renovations last year!"

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Email Example 4: Business Hotel

Subject: "David, Your CityEdge Suites Reservation Information for March 25-27, 2025"

Body: "Hello David,

Your reservation at CityEdge Suites is confirmed for March 25-27, 2025. Standard check-in time is 3:00 PM and check-out is 12:00 PM.

KEY INFORMATION:

• Location: 350 Park Avenue, between 51st and 52nd Street
• Transportation: Grand Central Terminal is 0.4 miles south; Penn Station is 0.8 miles west
• Business Center: Available 24/7 with your room key on the Mezzanine level
• In-Room Technology: Each room includes a wireless printer and HDMI connections for presentations

BUSINESS TRAVELER RECOMMENDATIONS:

• Quick Dining: The Metro Deli in our lobby offers grab-and-go options from 6:00 AM-10:00 PM
• Client Meeting Spaces: 5 nearby cafés with quiet corners suitable for informal meetings [Map]
• After Work: The Rooftop Bar offers business networking events Tuesday evenings

PRODUCTIVITY ENHANCEMENTS:

• Early Check-in: Available from 10:00 AM for $35 with access to our Executive Lounge
• Meeting Rooms: Private rooms available by the hour with A/V equipment [Book Business Services]

NEED ASSISTANCE?

• Text: 212.555.3456
• Phone: (855) 755-7890
• Email: business@cityedge.com

At your service, Jonathan Kim, Business Relations Manager"

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Email Example 5: Family Resort

Subject: "Sarah, Your Family's Alpine Heights Resort Reservation Details"

Body: "Hello Sarah,

We're getting ready for your family's arrival at Alpine Heights Resort! Your 2-bedroom Family Suite is confirmed from April 4-9, 2025 with check-in from 4:00 PM and check-out by 11:00 AM.

FAMILY-FRIENDLY INFORMATION:

• Resort Layout: [Family-Friendly Map] Your suite is in the Pine Building, closest to the kids' pool and play area
• Kids Club: Complimentary for children 4-12, open 9:00 AM-4:00 PM daily (reservation required)
• Dining Notes: Kids-eat-free program available at Mountainside Restaurant for breakfast
• Special Equipment: Your requested pack-n-play and child safety kit will be in your room upon arrival

FAMILY ACTIVITIES WE RECOMMEND:

• On Property: Daily wildlife tours at 10:00 AM meet at the Main Lodge (perfect for all ages)
• Nearby Adventure: The Alpine Slide is just a 5-minute shuttle ride—free for resort guests
• Rainy Day Option: Our indoor crafts studio offers pottery painting from 1:00-5:00 PM

FAMILY OFFERS:

• Early Arrival Package: Check in at 1:00 PM with welcome backpacks for the kids for $40
• Family Photo Session: Book our professional photographer for mountain backdrop photos [Reserve Family Extras]

QUESTIONS OR SPECIAL REQUESTS?

• Text: 970.555.2345
• Phone: (855) 655-6789
• Email: family@alpineheights.com

Excited to welcome your family, Madison Clark, Family Experience Manager"

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Bringing It All Together: Your Check-List

1. What Information Do Your Guests Really Need?
   Think about check-in times, directions, and can’t-miss amenities—anything that keeps guests worry-free and excited.
   
   
2. Who Are You Speaking To?
   Identify your main guest types (business, families, or frequent travelers) so you can tailor tone, content, and timing just for them.
   
   
3. When’s the Best Time to Reach Out?
   Resorts often benefit from early engagement (30 days before arrival), whereas urban properties might wait until a day or two prior. Think about when your guests need your info the most.
   
   
4. How Can You Catch (and Keep) Their Attention?
   Make your emails visually appealing and brand-consistent, ensuring they’re easy to read—especially on mobile.
   
   
5. What About Holistic Upsell Opportunities?
   Remember that 98% of email upsell revenue happens before guests even arrive, so highlight relevant add-ons (spa packages, room upgrades, local tours) that truly enhance their stay.
   
   
6. Are You Automating and Tracking?
   Connect to a PMS so emails go out automatically at the right time. Keep an eye on open rates, click-throughs, and feedback to refine your messaging.
   
   

Ready to simplify the entire process?
Check out GuestTouch, where designing, automating, and personalizing every pre-arrival message (and upsell opportunity) is effortless—no matter where your guests are coming from.

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See How GuestTouch Makes Guest Emails Easy

We understand that every property is unique. GuestTouch Journey Emails lets you:

• Customize Beautiful Emails: Drag-and-drop editor to match your brand and support multiple languages and relevant time-zones. 
• Automate Your Communication: Schedule messages based on your PMS data, so every email is personalized and timely.
• Segment Your Audience: Tailor pre-arrival emails for different guest types, whether they’re leisure travelers or business guests.
• Choose Your Channel: While today we focused on email, GuestTouch supports SMS, WhatsApp, and OTA messaging, giving you full flexibility.

See how these ideas come to life with GuestTouch—Reserve your Personal Demo today!

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Tools & Resources to Get Started:

1. Interactive Guest Journey For SMS/WhatsApp: Visualize & Explore Real Messaging Examples
2. ‍GuestTouch Platform - Start your free trial at https://www.guesttouch.com/demo