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

Introduction

As vacation rental and resort competition intensifies, differentiation becomes crucial. One effective strategy involves leveraging SMS to engage guests throughout their entire stay cycle---before arrival, during their visit, and after departure. This approach extends service offerings while improving the sales funnel.

Pre-Arrival SMS

SMS enables properties to reach guests before they arrive, creating opportunities for upselling and cross-selling. Properties can text guests about premium room upgrades or spa discounts, generating additional revenue while personalizing the experience.

Pre-arrival messaging helps gather information about guest preferences and needs to customize stays and ensure expectations are met. This strategy increases the likelihood of positive reviews and repeat bookings.

On-Site SMS

During stays, SMS serves multiple functions. Messaging can address gap booking recovery by suggesting additional services when guests haven’t made bookings. This increases revenue while demonstrating attentiveness to guest needs.

SMS also streamlines service requests. Instead of calling the front desk, guests can text requests like “towels” or “toiletries” to receive items in their rooms, improving efficiency for both guests and staff.

Post-Departure SMS

Post-stay messaging impacts the entire sales cycle. Maintaining contact via SMS encourages guests to leave reviews and post positive feedback, enhancing online reputation and attracting new bookings. Targeted promotions sent after departure encourage return visits and build customer loyalty.

Conclusion and SendSquared Solution

SMS communication effectively extends service offerings and improves sales cycles. SendSquared automates this process by triggering pre-arrival, on-site, and post-departure messages from Property Management System (PMS) events, allowing staff to focus on guest experience while ensuring timely, relevant communications.