5 Hotel Emails You Should Be Automating + Free Templates 2024

As a hotelier, it’s important to maintain good communication with guests throughout their entire stay. This means promptly responding to reservations and cancellations, providing helpful pre-arrival information, keeping them informed during their stay, and following up after their departure. However, these tasks can quickly become time consuming and overwhelming for busy hotel staff.

That’s where automating hotel emails comes in. By setting up email templates for common interactions with guests, you can save time and ensure consistent communication. This not only improves the guest experience, but also helps to build trust and loyalty with repeat customers.

However, it’s important to personalise these automated emails as much as possible and avoid sending generic, impersonal messages.  Including the guest’s name, their reservation details, and tailoring the language to fit their specific stay are simple ways to add a personal touch.

In this article, we’ll provide some helpful hotel email templates that can be easily automated for improved communication with guests.

Why is it important to send hotel guests emails?

Sending emails to guests is important for maintaining good communication throughout their stay. It helps provide necessary information and updates, respond to inquiries and concerns, and follow up after their departure.

By sending timely, personalised emails, hotels can improve the overall guest experience and build trust with repeat customers. This can lead to positive reviews, word-of-mouth recommendations, and increased bookings down the line.

In addition, automating hotel emails can save time and streamline communication for busy staff members. This allows them to focus on providing exceptional service to guests during their stay, rather than being stuck at a computer.

Overall, sending guest emails is an essential part of successful hotel operations and improving the guest experience. By investing in an efficient email system and personalising communications, hotels can foster positive relationships with their customers.

Hotel reservation confirmation email

A hotel reservation confirmation email is a must-have for any lodging business. This automated email should include important details about the guest’s upcoming stay, such as the dates of their reservation, room type, and payment information. It’s also a good idea to include any additional amenities or services they may have requested.

Sending a confirmation email not only helps to ensure that the guest has all the necessary information for their stay, but also serves as a record of their reservation in case there are any misunderstandings or disputes.

The details you need to include in your reservation confirmation email are:

  • Guest’s name
  • Hotel name
  • Date of reservation
  • Room type
  • Payment information
  • Additional amenities or services requested by the guest.

Reservation confirmation email template:


Dear ________(*insert guest’s name*),

Thank you for choosing to stay with us at ________(*insert hotel name*)! We are excited to have you as our guest from ________(*insert dates of reservation*).

Please note that your room type is ________(*insert room type*) and payment has been received in the amount of ________(*insert payment information*).

If you requested any additional amenities or services, we will be happy to provide those for you during your stay.

Thank you again for choosing us and we look forward to having you as our guest.

Best regards, ________(*insert hotel name*)

Hotel pre-arrival email

A hotel pre-arrival email is a great way to provide valuable information and prepare guests for their upcoming stay. This email can include details about check-in and check-out times, Wi-Fi access, nearby attractions or restaurants, parking options, and any additional amenities or services offered by the hotel.

Sending this email in advance allows guests to plan and fully enjoy their stay at the hotel. It also serves as a reminder for them to make any last minute requests or arrangements.

Consider including a call-to-action for guests to reach out with any questions or concerns, and provide multiple ways for them to contact the hotel (phone, email, social media, etc).

Pre-arrival email template:


Dear _______(*insert guest name*),

We are excited for your upcoming stay at _______(*insert hotel name*). As a reminder, check-in time is at ______ (*insert time*) and check-out is at ______ (*insert time*).

Please note that complimentary Wi-Fi is available for all guests, and parking is available onsite for a fee.

Some nearby attractions and restaurants include _______ (*list local businesses*), and our hotel offers ______ (*list amenities or services*). If you have any questions or special requests, please don’t hesitate to contact us at _______ (*insert hotel’s contact information*).

Thank you, and we look forward to seeing you soon.

Best regards, ________(*insert hotel name*)

Hotel post-stay hotel email

A hotel post-stay email is a great way to thank guests for their visit, gather feedback on their experience, and encourage them to come back again in the future. This email can include questions about their stay, such as if they enjoyed their room and any additional amenities or services offered by the hotel.

It’s also important to include a call-to-action for guests to leave a review on popular travel websites, such as TripAdvisor or Expedia.

Inviting guests to book their next stay at the hotel, and providing special offers or discounts can also encourage repeat visits.

Post-stay email template:


Dear _______(*insert guest name*),

Thank you for choosing _______(*insert hotel name*) for your recent stay. We hope that you enjoyed your time with us and found everything to be satisfactory.

At ______(*insert hotel name*), we strive to provide the best possible experience for our guests. Your feedback is important to us, so please let us know about your stay by filling out the following survey: _______ (*insert link to survey*).

If you enjoyed your stay, we would greatly appreciate it if you left a review on _______(*insert popular travel website*). As a thank you, we invite you to come back for your next stay at _______(*insert hotel name*) and enjoy _______ (*insert special offer or discount*).

Thank you again for choosing us. We look forward to having you as our guest again in the future.

Best regards, ________(*insert hotel name*)

Hotel reservation cancellation email

Unfortunately, sometimes guests need to cancel their reservations. A hotel reservation cancellation email is a polite and professional way to handle this situation.

This email should include the details of the cancelled reservation, such as the guest’s name, dates of their stay, and confirmation number.

It’s important to also clarify any cancellation fees or policies that may apply.

Consider including options for rescheduling the reservation or offering a refund, if applicable.

Reservation cancelation email template:


Dear _______(*insert guest name*),

We are sorry to hear that you need to cancel your reservation at _______ (*insert hotel name*). As a reminder, our cancellation policy states that______ (*insert policy*). Based on the details of your reservation _______(*insert reservation details*), a fee of _______ (*insert fee*), will apply.

If you need to reschedule your stay, please contact us at _______(*insert hotel’s contact information*). We would be happy to assist you in finding another suitable date for your visit.

Thank you for understanding.

Best regards, ________(*insert hotel name*)

Hotel upselling amenities email

One way to increase revenue for a hotel is by upselling amenities during the reservation or check-in process.

This email can be sent before or during a guest’s stay, offering additional services such as room upgrades, daily housekeeping, spa treatments, and more.

Including pictures or descriptions of the amenities being offered can entice guests to take advantage of these additional offerings. Providing special offers or discounts can also encourage guests to purchase these amenities.

Hotel upselling amenities email template:


Dear _______ (*insert guest name*),

At _______ (*insert hotel name*), we strive to provide a comfortable and enjoyable stay for all of our guests. We wanted to let you know about some of the additional amenities and services that we offer at _______(*insert hotel name*).

Would you be interested in upgrading to a higher-level room, with added amenities such as a Jacuzzi or balcony? Or perhaps daily housekeeping and fresh towels can enhance your stay.

We also offer on-site spa treatments, including massages and facials, to help you relax during your time with us.

Take a look at our full list of amenities and services here: _______(*insert link*). And as a special offer for our guests, we are offering ________ (*insert discount or offer*).

Thank you for choosing _______(*insert hotel name*) for your stay. We hope you enjoy all that we have to offer.

Best regards, ________(*insert hotel name*)

How to automate your hotel email marketing

Automating your hotel’s email marketing can save time and increase efficiency. It can also allow for personalised and targeted messaging to different segments of your audience. But, you might be asking, where do I start?

Consider using a property management system (PMS) that allows to manage your email list and schedule automation, such as Preno. Preno allows you to automatically send personalised emails to guests so you can set and forget your email marketing. This will save you and your team valuable time and ensure your guests receive the best possible service.

Not only does Preno help automate your emails, but you can also manage your hotel’s bookings, distribution, finances, and more all from within one platform. As a hotelier or manager, it provides everything you need to run your hotel successfully.

In conclusion, automating hotel emails can improve communication with guests and streamline your marketing efforts. Automating your hotel’s email marketing is also a great way to save time and provide excellent service to your guests. Consider using a PMS with email automation capabilities to enhance the overall guest experience and drive revenue for your hotel.

Take the first step towards automating your hotel’s emails by trying Preno for free today.

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About the author

Preno's Head of Growth, Menilik, is highly knowledgeable around all things marketing & sales. He is passionate about entrepreneurship and sales, and seeks to guide hoteliers with their goals.

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