Onboarding Sequence for Hotels Email Guide
Why Onboarding Sequence Emails Fail for Hotels (And How to Fix Them)
A new guest checks in, excited for their stay, but then gets lost trying to find their room or connect to the Wi-Fi. That initial excitement?
Fading fast. Many hotels struggle to provide a consistent, welcoming experience beyond the front desk.
Guests often feel left to figure things out on their own, leading to unnecessary calls to reception and missed opportunities to showcase your best amenities. An effective onboarding sequence transforms this.
It guides guests easily through their arrival, anticipates their needs, and gently introduces them to everything your hotel offers, ensuring they feel valued and well-informed from the moment they book. These templates are designed to cultivate loyalty and enhance every guest's journey, making their stay unforgettable.
The Complete 5-Email Onboarding Sequence for Hotels
As a hotel, your clients trust your recommendations. This 5-email sequence helps you introduce valuable tools without sounding like a salesperson.
The Welcome
Celebrate their decision and set expectations
Hi [First Name],
Your reservation is confirmed! We are so thrilled you chose to stay with us at [HOTEL NAME].
Get ready for an experience tailored just for you. We know you have many choices, and we're grateful you picked us.
Our team is already preparing everything to make your visit special, from the moment you arrive until you depart. Consider this your personal invitation to relax and let us handle the details.
We'll be in touch again soon with a few tips to make your check-in seamless and your first moments with us truly enjoyable. In the meantime, feel free to visit our website if you have any immediate questions or want to explore our amenities.
We can't wait to welcome you.
Best, [YOUR NAME]
This email uses positive framing and celebration to reinforce the guest's booking decision, reducing any potential buyer's remorse. It sets high expectations for a tailored experience, using the principle of anticipation to build excitement. The promise of future tips creates a curiosity gap, ensuring they'll open the next email.
The Quick Start
Give them the fastest path to their first win
Hi [First Name],
Welcome to [HOTEL NAME]! We're delighted to have you here.
To help you settle in quickly and make the most of your first moments, here are a few shortcuts: Express Check-in: Head straight to our dedicated express desk located [LOCATION] for a swift key collection. Instant Wi-Fi Access: Connect to '[WI-FI NETWORK NAME]' using password '[WI-FI PASSWORD]'.
You'll be online in seconds. Room Service: Our menu is available via the QR code in your room or by dialing [EXTENSION].
Enjoy a delicious meal or drink without leaving your comfort. We want you to feel at home immediately.
If anything isn't just right, our team is always ready to assist. Simply dial [FRONT DESK EXTENSION].
Best, [YOUR NAME]
This email uses the concept of immediate gratification and reduced friction. By providing essential information clearly and concisely, it removes common pain points for new guests. This quick win strategy builds trust and competence, making the guest feel supported and capable of handling their stay independently.
The Support Check
Ask if they need help and prevent early drop-off
Hi [First Name],
We're a day into your stay, and we wanted to check in personally. Is everything meeting your expectations?
Are you finding everything you need? Sometimes, a small detail can make a big difference.
Perhaps you're looking for a specific amenity, have a question about local attractions, or need assistance with something in your room. Please don't hesitate to reach out.
Our dedicated guest services team is available 24/7 to ensure your comfort and satisfaction. You can connect with us directly by calling [FRONT DESK EXTENSION] or replying to this email.
Your feedback is important to us, even during your stay. We're here to make sure your experience is nothing short of excellent.
Best, [YOUR NAME]
This email demonstrates proactive empathy and builds rapport. By initiating contact and offering support, it prevents small issues from escalating into negative experiences. This approach builds a sense of being cared for, aligning with the principle of reciprocity, when you offer help, guests are more likely to feel a positive obligation towards your brand.
The Deep Dive
Introduce advanced features or next steps
Hi [First Name],
Now that you're settled in, we wanted to share a few more ways to enhance your time with us at [HOTEL NAME]. Many of our guests find these experiences truly improve their visit.
Indulge at Our Spa: Unwind with a soothing massage or rejuvenate with a facial. View our full menu and book your session at [SPA LINK].
Savor Culinary Delights: Explore our award-winning restaurant, [RESTAURANT NAME], offering [CUISINE TYPE]. Reservations are recommended and can be made at [RESTAURANT BOOKING LINK].
Explore the Local Area: Our concierge team has curated a list of hidden gems and must-see attractions nearby. Stop by the front desk for personalized recommendations.
We believe in creating memorable moments. Feel free to explore these options and make your stay even more extraordinary.
Best, [YOUR NAME]
This email uses the principle of perceived value and optionality. By gently introducing additional services and experiences, it allows guests to self-select what resonates with their interests. It frames these as enhancements rather than sales pitches, increasing the likelihood of engagement and potential upsells without feeling pushy.
The Success Path
Point them toward long-term success and results
Hi [First Name],
As your stay with us at [HOTEL NAME] draws to a close, we sincerely hope you had a wonderful time and created lasting memories. We'd love to hear about your experience.
Your insights help us continually refine our services and ensure every guest receives exceptional care. Please consider leaving a review on [REVIEW PLATFORM LINK] to share your thoughts.
Looking ahead, we invite you to become a member of our exclusive loyalty program, [LOYALTY PROGRAM NAME]. Enjoy benefits like [BENEFIT 1] and [BENEFIT 2] on your future stays.
Thank you for choosing [HOTEL NAME]. We truly value your patronage and look forward to welcoming you back very soon, perhaps even with an upgraded experience next time.
Best, [YOUR NAME]
This email employs the 'peak-end rule' from psychology, focusing on reinforcing positive memories at the conclusion of the experience. It gently prompts for reviews, using social proof for future guests, and immediately introduces a path to continued engagement through a loyalty program. This strategy aims to convert a single stay into a long-term relationship and advocate.
4 Onboarding Sequence Mistakes Hotels Make
| Don't Do This | Do This Instead |
|---|---|
✕ Sending generic, impersonal welcome emails to all guests, regardless of their booking type or reason for stay. | Segment your guest list and tailor welcome messages. A business traveler needs different information than a family on vacation. Use data from their reservation to personalize. |
✕ Overwhelming guests with a single, lengthy email containing every piece of information about the hotel. | Break down information into digestible, timely emails. Deliver 'quick start' essentials first, then introduce deeper amenities or local tips in subsequent communications. |
✕ Failing to follow up with guests during their stay, leading to unreported issues and missed opportunities for service recovery. | Implement a 'support check' email a day or two into their stay. Proactively ask if everything is satisfactory and provide easy ways to contact the front desk. |
✕ Not providing clear next steps or incentives for guests to return after they check out. | Conclude the sequence with a 'success path' email. Thank them, request a review, and introduce loyalty programs or exclusive rebooking offers to encourage repeat business. |
Onboarding Sequence Timing Guide for Hotels
When you send matters as much as what you send.
The Welcome
Celebrate their decision and set expectations
The Quick Start
Give them the fastest path to their first win
The Support Check
Ask if they need help and prevent early drop-off
The Deep Dive
Introduce advanced features or next steps
The Success Path
Point them toward long-term success and results
Start immediately after purchase and continue through the first 1-2 weeks.
Customize Onboarding Sequence for Your Hotel Specialty
Adapt these templates for your specific industry.
Beginners
- Focus on the absolute essentials: clear directions to the hotel, simple check-in instructions, and basic room feature explanations.
- Provide immediate, easy-to-access Wi-Fi login details and front desk contact information.
- Highlight one or two key amenities that are easy to use and universally appealing, like a complimentary breakfast or a basic fitness center.
Intermediate Practitioners
- Introduce the hotel's mobile app (if available) for digital keys, room service, or amenity booking.
- Suggest local attractions or dining options that are popular but not overly complex to handle.
- Offer a small, personalized upgrade or a discount on a specific service based on their booking history or stated preferences.
Advanced Professionals
- Emphasize executive lounge access, meeting room facilities, or express check-out services.
- Provide details on concierge services for booking transport, arranging business meetings, or securing exclusive event tickets.
- Highlight premium amenities such as spa treatments, fine dining experiences, or specialized fitness classes.
Industry Specialists
- Tailor information to their specific industry needs (e.g., conference schedules for event attendees, specific equipment available for film crews).
- Offer specialized room configurations or services, like a dedicated workspace, soundproofing, or specific dietary catering.
- Connect them with relevant local contacts or resources if their industry requires it, positioning the hotel as a valuable hub.
Ready to Save Hours?
You now have everything: 5 complete email templates, the psychology behind each one, when to send them, common mistakes to avoid, and how to customize for your niche. Writing this from scratch would take you 4-6 hours. Or...
Get Your Hotels Emails Written In Under 5 Minutes.
You've got the blueprints. Now get them built. Answer a few questions about your hotels offer and get all 7 emails written for you. Your voice. Your offer. Ready to send.
Stop guessing what to write. These are the emails that sell hotels offers.
One-time payment. No subscription. Credits valid 12 months.