Your guest experience doesn’t start at check-in—it starts in their inbox.

In this episode, I’ll share how to write pre-stay emails that feel personal and polished.

You’ve got one shot at a first impression. And spoiler alert: it doesn’t happen at check-in. It starts before the guest ever steps through your door.

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Your pre-stay email is your hotel’s virtual handshake. It’s where you set expectations, offer tips, upsell like a pro (without being pushy), and give your guests a reason to feel excited, welcomed, and—let’s be honest—less likely to cause drama at the front desk.

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The best pre-stay emails actually reduce complaints before they happen. We’ll show you how, stick around for that.

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Need more insight? Catch the Hotelier Helpcast Podcast at hotelierhelpcast.com/podcast

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💬 What Should a Pre-Stay Email Actually Say?

Most hoteliers send a bland “We look forward to welcoming you…” email. That’s not enough.

Instead, send something warm, informative, and genuinely helpful. Include:

• Confirmation details

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• Parking info and check-in instructions

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• Local attractions or hidden gems

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• A warm message from the manager

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• Special requests or upgrades (hello, upsell!)

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What’s one quirky local fact your guests would enjoy before arrival? Share it with us in the comments.

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🛎 Usable Tip: Add a “Top 3 Things to Know Before You Arrive” section at the top of your email. It sets expectations and reduces confusion at check-in.

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Want video tips too? Check out the Hotelier Helpcast YouTube Channel: youtube.com/channel/UCKvqq2jsHW4evLzVR5_-feA

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📈 Timing is Everything: When to Send That Email

Too early, and they forget. Too late, and it’s useless.

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📬 Best practice? Send the first email 5 days before arrival. Then, a reminder email 24 hours before check-in. Keep them short, helpful, and human.

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💡Pro Insight: Automating pre-stay emails isn’t just about saving time—it’s about consistency. Use your PMS or CRM to trigger them automatically.

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Did you know that hotels with automated pre-stay emails see up to 30% higher upsell conversion rates?

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💡 Using Pre-Stay Emails to Upsell Without Feeling Sleazy

You’re not pushing timeshares. You’re enhancing the experience. Big difference.

Here’s what works:

• Offer a bottle of wine on arrival

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• Highlight spa services or late check-out options

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• Suggest local experiences: think kayaking, vineyard tours, or ghost walks

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🤑 Keep it framed as “Would you like to personalise your stay?” not “BUY THIS NOW.”

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📌 Teaser from earlier: Here it is: Hotels that include a personal note from the GM in pre-stay emails see fewer negative reviews. Why? Guests feel seen. Even if they never meet the manager in person.

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🌐 Visit our site for more resources: hotelierhelpcast.com

🧠 Automation Tools That Do the Work for You

You’re not glued to your inbox 24/7. So let the robots help.

✅ Try tools like:

• GuestJoy
• Revinate
• Hotelogix
• Zingle
• Cloudbeds

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They plug into your PMS and make sure every guest gets the right message, at the right time, in your voice.

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🛎 Usable Tip: Always include a contact method in your pre-stay email. “Reply to this email” or “Text us anytime” goes a long way in reducing front desk pressure.

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The big hotel chains? Deep pockets.

You? Guts, charm… and this guide.

“Your Independent Hotel Blueprint” helps you win—without selling your soul to OTAs.

Download it free. Let’s show them how it’s done.

You can find a link in the show notes.

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What’s one thing you always include in your pre-stay emails?

Drop your answer in the comments.

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Your Key Takeaways

In Conclusion

Getting pre-stay emails right means fewer problems at the front desk, happier guests, and yes—more money in your pocket.

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But more than that? It builds trust. You’re no longer just a place to sleep. You’re an experience—and it starts in their inbox.

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Need help crafting those emails or automating the whole process? That’s where “The Hotel Owner’s Roadmap: 90 Days to More Bookings, More Time, and Less Stress” comes in. The course dives deep into guest communication that works.

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And if you like this episode, make sure to check out,

Avoid These Communication Mistakes To Ensure Guest Satisfaction. Episode 25. You can find it in the hotelier Help Cast website.

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☕️ Like what we do? Feel free to buy us a coffee to keep the content coming.

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Now—go write that pre-stay email.