
10 effective examples of digital guest communication for hotels
Examples of individual and personalized emails in communication with your guests. For a very special guest experience.
Wednesday, September 4th 2024
Why is digital guest communication so important?
Increased guest satisfaction and loyalty: According to Wellness Trend 2024, over 50% of guests appreciate personalized newsletters, 75% want tailor-made offers and 70% would like to receive individual information on site.
Increased efficiency through automation and information: Relief for reception staff through digital communication & provision of information. These freed-up resources can be allocated to other tasks. In addition, digital tools provide valuable insights into guest behavior & preferences. This information can be used to continuously improve services & offers.
Direct cost reduction: In addition to the more efficient use of personnel, the reduction in the amount of printing materials required also has a considerable effect on costs. Materials do not have to be reprinted when new or changed information is required
Brand image, innovation and sustainability as a competitive advantage: Advanced, digital offers improve the brand image & have a positive effect on customer loyalty. Hotels that use personalized digital communication tools are perceived as innovative & particularly hospitable. Digital communication reduces the ecological footprint compared to offline communication.
Relevant touchpoints for digital guest communication along the guest journey
The guest journey encompasses the entire process that guests go through during a hotel stay. Starting with the search for suitable hotels, the booking, the actual stay and the time afterwards.

Pre-stay phase: Emotions and examples for communication
Guests go through numerous emotions that are relevant for digital guest communication and should be addressed.
EXCITEMENT: Vacationers feel joy & excitement about the upcoming trip and the expected experiences. Business travelers, on the other hand, feel satisfaction about a well-planned trip and possibly excitement about upcoming business meetings.
CURIOSITY: Interest in the hotel’s amenities, local attractions and available services.
UNCERTAINTY: Expectations of the stay & concerns about whether the hotel will meet expectations and whether all reservations are correct. There may also be concerns about travel arrangements such as transportation and arrival times.

During-Stay-Phase: Emotions and Examples for communication
SATISFACTION: Happiness & well-being through the comfort of the room and services as well as satisfaction with the (digital) services offered.
RELAXATION: Enjoyment and serenity during the stay through offers & leisure activities ensure relaxation. Peace & serenity, especially in a pleasant environment, promote feelings of relaxation.
AMAZING: Positive surprises through unexpected extras or special attention from the hotel
FRUSTRATION: Annoyance about possible problems such as noise, insufficient cleanliness or technical difficulties lead to frustration. Likewise dissatisfaction with communication difficulties or unfulfilled expectations.


Post-stay phase: Emotions and examples for communication
THANKFULNESS: Gratitude for the wonderful memories and the hospitality experienced and satisfaction with a successful stay.
NOSTALGIA: Wistfulness and longing for the pleasant experiences and the comfort experienced lead to nostalgic moments.
LOYALTY: Positive experiences can lead to loyalty to the hotel brand and repeat visits. Enjoyment of the stay can lead to the hotel being recommended to friends and family.
DISAPPOINTMENT: Disappointment if expectations have not been met or problems have arisen and dissatisfaction that could lead to negative ratings.


The examples show that there are a variety of ways to significantly promote and help shape guest loyalty and the guest experience. Digital guest communication is an effective tool for sending personalized and individualized information and messages.
Improve your guest experience and get started with digital guest communication!
You can find more information about our digital guest communication and all the associated functions here.

Are you ready for effective digital guest communication?
Contact me and find out how Hotelbird can help you!
Hendrik Grebe
GLOBAL SALES MANAGER