Welcome Messages in Hotels
Definition
Welcome messages are the communications a hotel sends to guests at key moments before and at the start of their stay: after the booking is confirmed, ahead of arrival and right at check-in. Their purpose is to share useful information in advance, create a positive first impression and open a friendly channel of dialogue that eases the traveler's uncertainty.
Beyond courtesy, a strong welcome message serves an operational and commercial role: it confirms booking details, shares arrival or online check-in instructions, offers add-on services such as transfers or restaurant reservations and positions the hotel as an attentive host. When well crafted, these messages improve satisfaction, cut down on repetitive inquiries and open upselling opportunities from the very first touchpoint.
Industry benchmark
Helpful benchmarks for welcome messages:
| Pre-arrival send timing | Between 24 and 72 hours before check-in |
| Open rate on WhatsApp | Far higher than traditional email |
| First response time | Ideally instant and available 24/7 |
Best practices
- Personalize the message with the guest's name, booking details and, when possible, trip purpose so it never feels like a generic blast.
- Send information at the right time and through the guest's preferred channel, such as WhatsApp, without overwhelming them with too many messages.
- Include actionable content: online check-in instructions, schedules, directions, contact details and add-on service options.
- Always keep the door open for conversation, giving guests an easy way to ask questions or make requests and get a fast reply.
How WeSpeak helps with Welcome Messages
WeSpeak automates your hotel's welcome messages without losing the personal touch. Its AI assistant sends tailored communications over WhatsApp and other channels at exactly the right moment, with each booking's details, arrival instructions and add-on offers. And because it holds a real conversation, guests can reply, ask questions or make requests and receive instant support around the clock, improving the experience from the first contact while easing the load on your front desk.
Learn more: AI chatbot for hotels
Book a free demo
