An unconfirmed hotel enquiry needs an accurate reply and an obvious next step. It should not be treated as a reservation until the hotel’s normal confirmation process is complete. These email templates cover an initial reply, missing information and an appropriate follow-up, while keeping availability, quote validity and guest choice clear.
Capture the details needed to answer
Record the requested dates, rooms, occupancy and any essential requirements using your authorised enquiry process. If information is missing, ask for it before offering a rate that may not fit. Recheck availability before sending a quote and state whether the hotel is actually holding anything. An enquiry reference is useful for tracking; it is not a booking confirmation.
- Name an owner and next action for the enquiry.
- Record the source and time received.
- Use approved contact information rather than copying guest details into uncontrolled sheets.
Template 1: initial response with an available option
Subject: Your stay enquiry for [Dates] at [Property]. Hello [First name], thank you for your enquiry for [Rooms/guests] from [Check-in] to [Check-out]. Based on our current availability, the option we can discuss is [Room/rate description]. It includes [Verified inclusions] and the quoted total is [Approved total with fee/tax presentation]. Please review [Approved booking link or quote]. Availability and quote validity are [Accurate conditions]. This message is not a confirmed reservation. Kind regards, [Name/contact].
- Resolve all placeholders.
- Only say a room is held when an actual authorised hold exists.
- Use current inclusions and approved terms.
Template 2: clarification before quoting
Subject: A few details for your [Property] enquiry. Hello [First name], we would be happy to check suitable options. Please confirm [Missing dates / room count / occupancy / relevant requirement]. Once we have those details, we can review current availability and explain the next step. You can reply here or contact [Approved contact]. Kind regards, [Name/team].
- Ask only for information needed for the request.
- Avoid requesting payment credentials in a reply.
- Keep the enquiry open with a dated follow-up task.
Template 3: a useful follow-up
Subject: Would you like us to recheck your stay options? Hello [First name], I am following up on your enquiry for [Dates]. If you are still considering the stay, we can recheck current availability and answer any questions about the options shared. You can use [Approved route] or reply to [Contact]. If your plans have changed, let us know and we will close the enquiry. Kind regards, [Name/team].
- Use an appropriate interval for the original enquiry.
- Do not invent a deadline, discount or low-stock claim.
- Stop optional follow-up when asked, under the property’s approved process.
Practical worksheet
Download editable worksheet (CSV) ↓
Open the CSV in Excel, Google Sheets or another spreadsheet editor. Use fictional sample rows as examples and review the template before operational use.
Original editable planning resource. Examples are fictional; adapt and review before operational use.
| Enquiry reference | Received date | Requested stay | Current stage | Owner | Last response | Next action | Due date | Outcome |
|---|---|---|---|---|---|---|---|---|
| ENQ-EXAMPLE-01 | YYYY-MM-DD | Two rooms / requested dates | Clarification needed | Reservations employee | Asked for occupancy | Review guest reply | YYYY-MM-DD | Not booked |
Fictional example: a family asks for two rooms but gives no occupancy breakdown. The employee uses the clarification template, records a next action and waits for the missing details. Sending a generic two-person rate would risk an unsuitable quote. The example does not assume an automated pipeline or WhatsApp integration.
Put the guide into practice
Use an enquiry log to maintain ownership, then move to the pre-arrival workflow only after a reservation is confirmed. Ask for the actual enquiry and communication workflow to be demonstrated in your chosen CRM.
Explore hotel enquiry management, read the related practical guide, or book a demonstration to verify the workflows for your property.