A pre-arrival email is for someone whose stay is already confirmed. Its first job is to help that guest arrive prepared, using accurate reservation information and clear contact details. Keep optional marketing separate from necessary stay information and follow your property’s approved communication permissions. The three original templates below can be edited for your own process.
Send information that changes the guest’s next action
Confirm the reservation reference, dates and property contact before sending. Use the hotel’s actual check-in arrangements, directions and reception hours. If a special request is still being checked, say so; do not convert a request into a promise. Avoid asking guests to send identity documents, payment credentials or sensitive information through an ordinary reply.
- Check the guest, property and stay dates.
- Use an approved route for any required guest details.
- Ensure a staff member monitors the reply address.
Template 1: after confirmation
Subject: Your stay at [Property] — arrival information. Hello [First name], we look forward to welcoming you from [Check-in date] to [Check-out date]. Your reference is [Reference]. Check-in begins at [Approved time]. You can find directions here: [Approved directions link]. If your plans change, please contact [Team/contact] and refer to the conditions attached to your selected rate. Kind regards, [Name/team].
- Replace every bracketed field before sending.
- Do not restate unverified rates or payment status.
- Link to the confirmed booking record through an approved guest-facing route.
Template 2: a few days before arrival
Subject: A few details before your arrival at [Property]. Hello [First name], your stay begins on [Date]. If you would like us to note your expected arrival time, please reply with an approximate time. We have recorded your request for [Request]; its current status is [Confirmed / being checked]. For assistance, contact [Contact]. Any optional services will be explained separately with their price and availability. Kind regards, [Name/team].
- Use the request sentence only where it is relevant.
- Make the request status explicit.
- Do not infer a guest preference that they have not supplied.
Template 3: arrival-day essentials
Subject: Today’s arrival details — [Property]. Hello [First name], we look forward to welcoming you today. Our address is [Address] and reception can be reached at [Contact]. Your check-in arrangements are [Approved instructions]. If you expect to arrive outside [Relevant hours], please contact us so the team can explain the available process. Safe travels, [Name/team].
- Keep the message short enough to read on a phone.
- Use the hotel’s approved contact and access instructions.
- Review the timing so a cancelled or amended stay does not receive an outdated message.
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.
| Message | Timing | Required variables | Checks | Reply owner |
|---|---|---|---|---|
| Confirmation information | After confirmed booking | Name, dates, reference, property contact | Correct guest and confirmed status | Reservations |
| Preparation | Property-selected pre-arrival interval | Arrival date, request status, contact | Requests confirmed or explicitly pending | Guest services |
| Arrival essentials | Property-selected arrival timing | Address, reception contact, access instructions | No cancelled or changed stay | Front desk |
Fictional example: a guest requested an early check-in but the room is not yet confirmed ready. The message says the request is being checked and provides a contact. It does not promise access. If the stay dates change, the team reviews any queued message through its actual supported process.
Put the guide into practice
Use these templates for confirmed stays and the enquiry templates for unconfirmed leads. Discuss scheduling, delivery providers and approval controls separately if you want automation; templates alone do not establish an automated communication feature.
Explore guest communication workflows, read the related practical guide, or book a demonstration to verify the workflows for your property.