Organize messages around the stay stage, and keep the property management system responsible for booking changes.
1. Separate the stages of the stay
Create distinct working lists for upcoming arrivals, checked-in guests, and completed stays. Verify dates and permission before each send. An arrival guide is relevant before travel; a checkout question belongs after departure. Do not send all three messages together simply because a guest appears in your contact list.
2. Prioritize practical information
Include the property name, address, reception hours, and the next useful action. Link to an updated arrival page instead of attaching a large welcome booklet. Avoid sharing room credentials in a general campaign or collecting identity documents in an ordinary marketing conversation. Use the established secure process.
3. Prepare messages and handle requests
Use contact groups and reusable drafts in Tiringo, with staff checking the reservation export manually. The platform does not synchronize your hotel system. A request for an early arrival still needs reception approval. Send individual sensitive instructions through your appropriate secure workflow rather than a shared batch.
4. Review where guests needed help
Record common questions about transport, breakfast, and late arrival. Measure resolved requests and useful feedback alongside message replies. If guests repeatedly ask the same question, improve the arrival page first. Begin with one arrival group and have reception review the replies before adding another stage.
5. Check language and arrival exceptions
Before sending, review guests arriving outside reception hours and those who prefer another language. They may need a different message rather than an extra paragraph added for everyone. Confirm who will be reachable if travel is delayed, and keep the contact instructions usable after the reception desk closes.
- Check the guest’s preferred language.
- Confirm the after-hours contact route.
- Exclude changed or cancelled stays.
