Enhancing the Guest Experience Before Check-In
Pre-Arrival Emails
Your guest just booked a stay—great. But what happens between booking and check-in?
That window is one of your best opportunities to build anticipation, reduce questions, and set the tone for an unforgettable experience.
And the best tool for doing that? A well-timed pre-arrival email.
Done right, these emails not only improve the guest experience but also reduce your workload and boost repeat bookings. Let’s walk through how to use pre-arrival emails to deliver clarity, value, and excitement—all before your guest even steps through the door.
Why Pre-Arrival Emails Matter
Think of the time between booking and arrival as a warm-up. Your guest is likely planning, dreaming, and getting ready for their trip.
This is your chance to:
Provide important details before they ask
Answer common questions
Offer local tips and add-ons
Build confidence that they made the right choice
Pre-arrival emails aren’t just helpful—they’re part of the experience. And when guests feel prepared and cared for, they’re more likely to leave glowing reviews and come back for another stay.
When to Send a Pre-Arrival Email
One well-timed email typically works best when sent about 3–5 days before check-in. It’s close enough to be relevant, but not so close that they’re already on the road or checking their email less frequently.
If you want to go a step further, you can also include a short reminder email 24 hours before arrival with just the essential info (like check-in instructions and contact numbers).
What to Include in a Pre-Arrival Email
Here’s a breakdown of what your email should cover:
1. Confirmation & Warm Welcome
Reaffirm their reservation and thank them for choosing your property. A simple, warm tone goes a long way here.
2. Check-In Details
Include everything they need to know to arrive smoothly:
Check-in and check-out times
Entry instructions or keypad codes
Parking details
Contact info in case they need help
Clarity here prevents last-minute confusion and calls.
3. What to Bring or Expect
Let them know if they should pack beach towels, plan for cool evenings, or expect a starter supply of essentials. Guests appreciate knowing exactly what to expect.
4. Local Recommendations
Share 3–5 quick picks for restaurants, activities, or events happening during their stay. This builds excitement and positions you as a local expert—not just a place to sleep.
A great photo or two here helps spark emotion. People are often looking for an excuse to get out and explore—this is your chance to give them one.
5. Upgrade or Add-On Offers
If you offer extras like early check-in, a stocked fridge, or rental gear, this is a smart time to mention them. Just keep the tone helpful, not salesy.
Design and Delivery Tips
Keep it clean and mobile-friendly. Most guests will open this email on their phone.
Use headings and bullet points. Make it easy to scan.
Add a beautiful image. One striking photo of your property or local view helps keep attention and builds anticipation.
Include a clear subject line. Something like “Everything You Need Before Your Stay at [Property Name]” works well.
And as always, send your emails through a platform like Mailchimp to ensure strong deliverability and easy automation.
The Bottom Line: A Smooth Start Creates Loyal Guests
The guest experience doesn’t begin at check-in—it begins the moment they book. A thoughtful pre-arrival email helps your guest feel informed, excited, and taken care of from the start.
And that experience? It turns into better reviews, fewer questions for you, and more repeat bookings over time.
