Guest Communications

Clear and effective communication with your guests and prospective guests is a key component in creating a smooth and problem-free guest experience at your property. While guest communication preferences and expectations are in a seemingly constant state of evolution, the basics of guest communication remain the same. The clearer a property is with travelers about what they can expect at a property, the more likely they are to be satisfied with their stay. If a situation exists at the inn that is regularly receiving comments or complaints from guests during or after their stay, then consider being upfront and transparent about the conditions surrounding that situation - either on the property website or in the email confirmations or reminder notes or texts.

The following Select Registry properties are winning at guest communications:

Lodge at Moosehead Lake

Greeneville, ME

At the Lodge at Moosehead Lake, guests are given an itinerary for their stay at check-in. Innkeeper Beverly states: “Create itineraries for each guest on arrival that has all their adventures, dinners, etc. listed. Always over communicate the guests’ schedule and upsells via text, email, etc. This prevents no shows and keeps everyone on track.”

The Welsh Hills Inn

Granville, OH

The Welsh Hills Inn has two very active and engaged “pet ambassadors,” which is clear to all potential guests thanks to a great website tribute.

The Captain’s Manor Inn

Falmouth, MA

It can be frustrating when guests arrive at a property ahead of stated check-in times and expect their rooms to be ready early. This email reminder from The Captain's Manor Inn does a great job letting guests know what to expect if they arrive before check-in.