Send messages when they serve a clear purpose. Too many reminders can bury the important details guests need for arrival or departure.
A practical approach
- Map messages to booking, pre-arrival and checkout stages.
- Remove repeated information.
- Allow guests to ask for help through one clear channel.
An example to consider
A guest receiving separate messages about parking, access and arrival time may miss one. A concise arrival summary can reduce that fragmentation.
What to track
Monitor questions caused by missing or overlooked instructions.
Part of the Marbella Hospitality practical-note collection. About this collection.