Pre-Arrival Messaging & Local Recommendations System
A done-for-you hotel automation built for the Guest Experience Manager, connecting Twilio and Mailchimp so the work below happens on its own.
What this automation does, step by step
Three days before arrival, every incoming guest automatically receives a personalized message with check-in instructions, parking details, and a curated list of local restaurants and activities based on their length of stay and room type.
The same message includes one or two relevant upsell offers, an early check-in upgrade or a spa credit, that the guest can accept with a single tap, with the response flowing directly into the PMS to update the reservation.
Guests arriving after 9pm are automatically flagged for a separate late-arrival instructions message so the front desk isn't fielding the same "how do I get in" calls every night.
Guests show up already knowing what to expect, and the property captures upsell revenue that used to depend on a front desk agent remembering to ask at check-in.
The manual way vs. the automated way
Without automation
Without automation, this falls entirely on a guest experience manager, who has to track every step by hand across emails, spreadsheets, and sticky notes. It's the kind of work that quietly eats hours every week.
With this automation
- Status updates triggered by real milestones in your systems
- Support requests routed to the right owner with full context
- Escalations when a response deadline is about to slip
- Fewer inbound status calls for your front desk
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