A message that comes at the right time and seems more like comfort than a sales pitch might make the guest feel cared for before they even pack their bags.

I tried this idea out at a motel close to Union Station. Their app provides tailored messages
before your stay with directions, check-in alternatives,
and tiny things like restaurant hours and local advice. Guests said those texts made them feel like a friend was getting the room
ready for them. The emotional effect even startled the hotel personnel.

The closer the hotel feels before the guest arrives, the more likely they
are to retain their reservation, show up on schedule, and come again. One of my favorite parts of this job was staying in a motel on the
edge of a mountain outside of Denver. A guest unlocked their app and
asked to check in late because they were trapped in the snow.
The request got to the front desk right away, and the personnel calmly got the room
ready.

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