5 Ways SMS Automations Can Enhance the Guest Experience for Hotels and Resorts

SMS automations offer significant potential for enhancing guest engagement in the hospitality sector. According to SendSquared’s SMS statistics, the channel achieves impressive metrics: “the open rate for SMS messages is as high as 98%, with a click-through rate of 22% and an impressive return on investment (ROI) of 41x.”

These performance indicators make SMS an exceptionally effective marketing tool for hotels and resorts seeking to improve guest interactions and drive revenue.

Five Key Applications

1. Day-of and Pre-Arrival Messaging

Hotels and resorts can leverage SMS to deliver critical information before and during guest arrival. Messages may include directions, check-in procedures, and area-specific details — particularly valuable for travelers unfamiliar with the destination.

2. Personalization

SMS automations enable customized communication addressing guests by name and tailoring content to individual preferences and needs, fostering a more engaging experience.

3. Timely Communication

SMS messages typically receive attention within minutes of delivery. This immediacy makes the channel ideal for sending updates, reminders, and alerts ensuring guests possess necessary information throughout their stay.

4. Increased Revenue

Properties can promote on-site amenities and services such as massages and wine tours through SMS, increasing the likelihood of additional purchases and generating supplementary revenue streams.

5. Strong ROI

The channel’s elevated open and conversion rates deliver cost-effective marketing results, with an exceptional 41x return on investment.

Conclusion

SMS automations represent a comprehensive solution for hospitality businesses aiming to elevate guest experiences while simultaneously increasing sales and revenue through a high-performing, data-driven communication channel.