Digital guest journeys are an excellent way to communicate effectively with your guests, automatically adapted to their visiting patterns and interests.
The overview below contains tips for various communications that collectively make up a digital guest journey. We recommend choosing 1 pre-stay letter, 1 on-stay letter and 2 post-stay letters relevant to your hotel.
Pre-arrival letters
All campaigns can be sent either as e-mail or SMS.
| Subject | Content | Purpose | Sending time |
| Become a member and experience our best benefits. | Promotion of membership benefits. | Invite new members. | By consenting to communication, without the guest being a member. |
| Welcome as a member. | Information about the loyalty program, benefits, how they can be earned and used. | Promote the program. | Upon registration. |
| Benefits of being a member of *Program Name*. |
Additional information for new members about why they should book directly. | Create awareness of direct bookings. | 5-10 days after "Welcome as a member" was sent. |
| Our best tips for your stay. | Tips on how to make the guest's stay the best possible, such as activities, restaurants to recommend, how to get to the hotel, etc. | Improve guest experience. | 2-7 days before arrival. |
| Welcome to *Hotel Name*. | Information about the stay, upsell opportunities and practical information. | Improve guest experience and create additional sales before arrival. | 2-7 days before arrival. |
| Wine package included in the 3-course menu for members. | Inform that members get a wine package included with the purchase of a 3-course menu. | Seasonal. Promote member benefits. | 2-7 days before arrival. |
On-stay letters
All campaigns can be sent either as e-mail or SMS.
| Subject | Content | Purpose | Sending time |
| Welcome as a guest at *Hotel_Name*. | Breakfast times, reception availability, hotel facilities, spa, restaurant or bar opening times, link to menu or booking of facilities. | Give the guest the best possible information about their stay. This email often supplements the information the receptionist gives at check-in. | At check-in. |
| Are you hungry? Our best restaurant recommendation. | Specific message about one or more restaurants you would like to recommend. Include that the guest can use the earned bonus balance as partial payment. | Inspiration and/or up-selling opportunities internally or for partners. | 16:00 – 19:00 on the check-in date. |
| Unwind? Check out our award-winning spa. | Specific message about the hotel's spa. Preferably including booking appointments and photos of spa facilities. Include that the guest can use the earned bonus balance as partial payment. | Offer the house's benefits and create additional sales. | Morning the day after check-in, for stays longer than 1 day. |
| Late checkout? Free for our members. | Inform that late checkout is available to members, subject to availability and must be pre-booked by calling reception. | Inform about membership benefits. | 1-2 hours after check-in. |
| Free entry to the Pool Lounge for our members. | Information about the hotel's spa/pool lounge and that guests can enter free of charge or book an appointment. | Promote member benefits. | 1-2 hours after check-in. |
| 15% discount on ski passes for our guests. | Inform that guests have an exclusive discount to the heights of the mountain. | Improve guest journey and promote benefits. | 1-2 hours after check-in. |
| 10% discount at cityguide for our members. | Inform that guests have an exclusive discount for the city's tour guide (ex. tour bus). | Improve guest journey and promote benefits. | 1-2 hours after check-in. |
| Contact the hotel concierge for our best tips. | Information and contact information for the hotel's concierge or reception. | Should contain a picture of a representative at the hotel (preferably concierge) and some examples of what he can assist with. | 1-2 hours after check-in. |
Post-stay letters
All campaigns can be sent either as e-mail or SMS.
| Subject | Content | Purpose | Sending time |
| Thanks for the visit! | Pleasant farewell and call for feedback in the primary review channel. Add an online and direct channel, so that negatives are naturally routed to direct email. | Get more reviews and resolve negative customers. By having both Tripadvisor and an e-mail to the (ex) hotel manager, negative guests will most often send e-mails and positive ones will promote online. You will then be able to convert negative inquiries into loyal guests. | 1-2 days after check-out. |
| Thanks for the visit! Here is your bonus balance. | A pleasant farewell with information about what the guest has earned during their stay. | Awareness of membership benefits. | 1-2 days after check-out. |
| Your next booking is waiting for you. Reserve your room today! | Promotion of the hotel, campaigns and members' benefits for direct booking. | Create additional sales and direct bookings. | 1-2 months after check-out. |
| Guaranteed best price when booking directly. | Promotion of the hotel. | Create security and guarantee that direct booking is always the best for the guest. | 1-2 months after check-out. |
| This is how you use the bonus as part payment on your next booking! | Inform about the guest's bonus balance and inform about where it can be used. | Promote member benefits. | 2-4 months after check-out. |
| Did you know that you also get benefits from our partners? | Inform the guest about several places where the member receives benefits. | Promote member benefits. | 4-6 months after check-out. |
| The importance of booking direct. | Educating the guest that direct booking is better for both the guest (in terms of membership benefits, flexibility, terms) and the hotel. | Promote direct bookings. | 4-6 months after check-out. |
Our recommendation
| Sending time | Subject | Content |
| Registration | Welcome as a member. | Promotion of membership benefits. |
| Pre stay | Our best tips for your stay. | Tips on how to make the guest's stay the best possible, such as activities, restaurants to recommend, how to get to the hotel, etc. |
| On stay | Welcome to *Hotel Name*. | Breakfast times, reception availability, hotel facilities, spa, restaurant or bar opening times, link to menu or booking of facilities. |
| Post stay | Thanks for the visit! | Pleasant farewell and call for feedback in the primary review channel. Add an online and direct channel, so that negatives are naturally routed to direct email. |
| Post stay | Guaranteed best price when booking directly. | Promotion of the hotel. |
Creation of digital guest travel
Via the Loyalty+ dashboard, you can create campaigns that collectively make up digital guest travel. Click here to see a step-by-step guide on setting up campaigns.
Recommendation: Spend a little extra time creating the first newsletter (for example "Welcome as a member"), then click on "save as template" so that it appears every time you open the template builder. You can change the template as many times as you like.
Tip: Loyco Customer Success can create a customized digital guest journey on behalf of your company. The first step in such delivery is to choose the main theme for the digital customer journey. Check out Guest Journey package below.
Templates for Standard Automated SMS for Hotels.
To enhance guest experience and hotel loyalty, we have developed standard SMS templates that remind guests of their membership benefits. These messages are carefully crafted to maximize the advantages of being a member, encourage direct bookings, and ensure that guests continue to actively use their memberships. By reminding guests of their earned bonuses and membership perks, we create a more personalized and valuable experience, which in turn leads to increased loyalty and repeat visits.
| Campaign | Sending Time | Content |
| Bonus Reminder - Guest with Bonus |
Guests with Bonus (Pre-Check-In) |
Hi ! Grand Hotel looks forward to welcoming you. As a Grand Hotel Member, you have kr in bonuses that can be used as partial payment at the reception. Best regards, Grand Hotel Member |
| Benefit Reminder - Guest without Bonus |
Guests without Bonus (Pre Check-In) |
Hi , Grand Hotel looks forward to welcoming you. As a Grand Hotel Member, you receive membership benefits during your stay. See your benefits here: https://grandhoteldemo.no/member. Best regards, Grand Hotel Member |
| Bonus Update |
Post-Checkout (Updated Bonus) |
Hi , your updated bonus at Grand Hotel is now kr. The bonus can be used as partial payment for your next stay at https://grandhoteldemo.no or at the reception. Best regards, Grand Hotel Member |
| Stay Bonus Reminder |
During Stay (Checkout Date) |
Hi ! Hope you are enjoying your stay. As a Classic Member, you have kr in bonuses that can be used at checkout. Best regards, Classic Norway Hotels |
| Bonus Expiry Reminder | 3 Months Before Expiry | Hi ! As a Grand Hotel Member, you earn bonuses, and your balance is kr, of which kr will expire on 31.12. Use your bonus for your next booking at https://grandhoteldemo.no or at the reception. Best regards, Grand Hotel Member |
