You can have emails scheduled to send to your guests at all parts of their experience with you; prior to their arrival, during their stay, and after their departure.

Let's have a quick look at the various types of emails that can be sent at each stage.

Pre-stay emails

The types of emails you can send to guests at this stage are:

Upsell

The most commonly used email in GuestJoy. This email provides the guest with whatever information you need them to know, and includes a button to open the Concierge, as well as the top 3 offers for that guest.

Reservation Confirmation

Replace the tired, boring confirmation email that your PMS sends with GuestJoy's version. This email is designed to be sent as soon as the reservation is received, and including upsell content is optional via changing the email template you use.

Information

As the name suggests, information emails will contain vital information for guests prior to their arrival. They do not contain any upsell content. A good example of how this email can be used is one of our Icelandic customers has an email that is sent to their guest 3 days before arrival with advice about driving on the roads in winter conditions.

During-stay emails

The types of emails you can send to guests at this stage are:

Upsell

Same as pre-stay upsell emails, however your focus might be different, because the guest is already at the property, meaning, for example, that they don't need to know about things like early check-in!

Feedback

The idea behind the during-stay feedback email is to ask the guest if everything is going well with their stay so far. If so - great! If not - it means you have an opportunity to potentially fix any problems the guest might be having, while they are still at your property. If you can do so, it makes for a fantastic guest experience.
You are able to specify the minimum guest stay length that qualifies to receive the email, as well as determining on which day of their stay the email should be sent.

Information

During-stay information emails can be very useful. For example, you might want to create an email which is sent to a guest on the evening of their arrival date, welcoming them and asking what their plans for dinner were - at which point, you can introduce them to your in-house restaurant!

Post-stay emails

The types of emails you can send to guests at this stage are:

Feedback

The most commonly used email. Thank the guest for choosing your property. Invite them to come back. And most importantly, ask them to rate their satisfaction with their stay. This provides you with valuable feedback, as well as boosting the number of reviews on the platform of your choice (the default is TripAdvisor), and in time, improve your ranking.

Feedback reminder

People are busy. People get a lot of emails. People might see your first feedback email, and decide to do it later, but then forget. The feedback reminder email is a great way to capture that extra feedback and those reviews that you might not otherwise get! The email is usually sent one week later, and only when the guest has not already rated their stay.

Information

A common use for the information post-stay email is to invite guests to book again - directly - and let them save on their booking with a discount code.

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