The Power of SMS for Pre-Arrival, On-Site, and Post-Departure Guest Communications

As the vacation rental and resort industry becomes more competitive, it is important to find ways to differentiate your property from the rest. One effective strategy is to use SMS (short message service) to communicate with guests before, during, and after their stay. In this blog, we will explore how using SMS can extend your service offering and improve your sales cycle.

Pre-Arrival SMS

One of the benefits of using SMS is the ability to communicate with guests before they arrive. This allows you to cross-sell or upsell additional services and amenities. For example, you can send a text message offering guests an upgrade to a premium room or a discount on a spa treatment. This not only generates additional revenue but also enhances the guest experience by providing personalized attention.

Additionally, you can use pre-arrival SMS to gather information about guest preferences and needs. This information can then be used to customize their stay and ensure that their expectations are met. By doing so, you increase the likelihood of positive reviews and repeat bookings.

On-Site SMS

During the guest’s stay, SMS can be used for gap booking recovery. If a guest has not booked additional services or activities, you can send them a text message with suggestions and offers. This not only increases revenue but also shows the guest that you are attentive to their needs.

SMS can also be used to educate guests on how to request service items without having to call or visit the front desk. This can save time for both guests and staff and improve the guest experience. For example, guests can simply text “towels” or “toiletries” to a designated number, and the items will be delivered to their room.

Post-Departure SMS

Finally, using SMS after a guest has departed can impact all levels of your sales cycle. By staying in touch with guests via SMS, you increase the likelihood of them filling out a review or leaving positive feedback on social media. This can improve your online reputation and attract new bookings.

Moreover, by keeping in touch with guests, you can send them targeted promotions and offers to bring them back to your property. This not only increases repeat bookings but also helps to build customer loyalty.

In conclusion, using SMS to communicate with guests is an effective way to extend your service offering and improve your sales cycle. By implementing an SMS strategy, you can differentiate your property from the competition and provide a personalized guest experience.

To make it even easier for you to leverage the power of SMS, consider using a platform like SendSquared. With SendSquared, all of the pre-arrival, on-site, and post-departure messages can be fired by triggered events coming from your PMS system, making the process seamless and automated. This frees up your staff to focus on other areas of the guest experience, while ensuring that your guests receive timely and relevant communications throughout their stay.