The OnRes Blog

The Ultimate Guide to Hotel Guest Engagement Emails

By: Steve Behrisch , President & CEO

In the hospitality industry, guest experience is paramount. One of the most effective ways to enhance this experience is through strategic and personalized communication. 

Hotel guest engagement emails play a crucial role in building a strong relationship with guests, from the moment they book their stay until after they check out. Crafting and managing these emails effectively can significantly improve guest satisfaction, loyalty, and overall experience. 

In this guide, we will explore how to manage hotel guest engagement emails effectively, with practical tips and examples to illustrate best practices.

Why Guest Engagement Emails are Important in Hotels

Guest engagement emails are a vital touchpoint between hotels and their guests. Here’s why they are essential:

  • Building Relationships: Engagement emails help establish and maintain a connection with guests, making them feel valued and appreciated. This connection can lead to repeat bookings and positive word-of-mouth.
  • Enhancing Guest Experience: Personalized emails that cater to guests’ needs and preferences can significantly enhance their stay experience. From pre-arrival information to in-stay offers and post-stay feedback requests, each email can add value to their journey and improve guest experience
  • Driving Loyalty and Retention: Effective email communication can turn one-time visitors into loyal customers. By offering personalized promotions, loyalty rewards, and exclusive deals, hotels can encourage repeat stays and foster long-term relationships.
  • Boosting Revenue: Targeted email campaigns can upsell services such as spa treatments, dining experiences, and local tours. These additional revenue streams contribute to the hotel’s bottom line and even improve RevPAR
  • Gathering Valuable Feedback: Post-stay emails requesting feedback provide insights into guests’ experiences and areas for improvement. This feedback is invaluable for enhancing services and addressing any issues.
  • Increasing Direct Bookings: By communicating directly with guests, hotels can encourage bookings through their website rather than third-party platforms, reducing commission costs and building a direct relationship with guests.


Consider a guest who receives a pre-arrival email with personalized recommendations for local attractions and dining options based on their previous stays. 

This email not only builds anticipation but also enhances their overall experience, making them more likely to book again in the future.

How to Manage Hotel Guest Engagement Emails Effectively?

Here’s how to do it step-wise. 

1. Understand the Guest Journey

To manage guest engagement emails effectively, it’s crucial to understand the different stages of the guest journey:

  1. Pre-Arrival: From booking confirmation to anticipation building.
  2. Arrival and Stay: Welcome emails, in-stay offers, and service requests.
  3. Post-Stay: Thank you messages, feedback requests, and future offers.


For each stage, tailor your emails to meet guests’ needs. For instance, a pre-arrival email might include:

  • Confirmation of booking.
  • Information on local attractions.
  • Special requests or preferences.

2. Personalization is Key

Personalized emails show guests that you value them as individuals. Use data collected during the booking process to tailor emails to each guest.


  • Pre-Arrival Email: “Dear [Guest Name], we are excited to welcome you to [Hotel Name]. Based on your previous stays, we’ve noted your preference for a room on a higher floor. We have reserved a room with a beautiful city view just for you.”
  • During Stay Email: “Hello [Guest Name], we hope you are enjoying your stay. Don’t forget to try our spa services, which you showed interest in during your last visit.”

3. Segment Your Audience

Segment your guest list based on various criteria like booking history, preferences, demographics, and behavior. This allows you to send more relevant and engaging content.


  • First-Time Guests: Provide detailed information about the hotel amenities and local attractions.
  • Returning Guests: Offer loyalty discounts or special promotions based on past preferences.
  • Business Travelers: Highlight amenities like meeting rooms, business centers, and Wi-Fi.

4. Craft Compelling Subject Lines

Your email’s subject line is the first thing guests see, so it needs to be compelling and relevant to increase open rates.


  • “Get Ready for Your Stay at [Hotel Name]!”
  • “Exclusive Offer Just for You, [Guest Name]”
  • “Tell Us About Your Stay and Win a Free Night!”

5. Provide Valuable Content

Each email should offer value to the guest, whether it’s information, a special offer, or a helpful tip.


  • Pre-Arrival: “Explore the Best of [City] – Our Guide to Top Attractions and Dining”
  • During Stay: “Enhance Your Stay with Our Spa Packages – Book Now and Save 20%”
  • Post-Stay: “Thank You for Staying with Us – Share Your Feedback and Get a Discount on Your Next Visit”

6. Timely Follow-Ups

Send timely follow-up emails to keep guests engaged and informed. 


  • Post-Booking: Send a booking confirmation immediately after the reservation.
  • Pre-Arrival: Send a reminder email a few days before check-in with weather updates and local events.
  • Post-Stay: Follow up within a day or two after check-out to thank the guest and request feedback.

7. Use Automation Wisely

Automation can help manage guest engagement emails efficiently. Set up automated workflows for different stages of the guest journey.

Invest in tools like Mailchimp or ActiveCampaign to automate your emails. 


  • Booking Confirmation: Automatically send a confirmation email as soon as a reservation is made.
  • Birthday or Anniversary: Send automated personalized greetings and special offers on guests’ birthdays or anniversaries.

8. Encourage Guest Feedback

Feedback emails show that you value guests’ opinions and are committed to improving their experience.


  • “We Value Your Opinion – Please Share Your Feedback on Your Recent Stay”
  • “Help Us Improve – Rate Your Experience and Get a Chance to Win a Free Night”

9. Optimize for Mobile

Ensure your emails are mobile-friendly, as many guests will read them on their smartphones.


  • Use responsive design so that emails adjust to different screen sizes.
  • Keep the content concise and easy to read.
  • Include clear and clickable call-to-action buttons.

10. Analyze and Improve

Regularly analyze the performance of your email campaigns to understand what works and what doesn’t. 

Use metrics like open rates, click-through rates, and conversion rates to measure success and make improvements.


If you notice that emails with special offers have higher engagement, consider incorporating more exclusive deals into your email strategy.


Effective management of hotel guest engagement emails requires a thoughtful and strategic approach. 

By personalizing content, segmenting your audience, crafting compelling subject lines, providing valuable content, and using automation, you can enhance the guest experience and build lasting relationships. 

Remember to regularly analyze your email performance and adapt your strategy to meet the evolving needs of your guests. By doing so, you’ll not only improve guest satisfaction but also drive loyalty and repeat bookings.

Steve Behrisch, President & CEO

Steve joined the OnRes Team as an account rep in 2008 and was promoted to VP of Operations a short time later. In 2011, Steve agreed to purchase OnRes and became President and CEO, and has been steering the ship since; achieving significant milestones such as rebuilding the reservation software from the bottom up, forging new partnerships, doubling the revenue, and much more…
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