Automated Pre-Arrival & Post-Stay Guest Messaging System for a Multi-Property Hotel Group

Overview

Built an automated guest messaging system for a multi-property hotel group that sends timed pre-arrival information — parking, check-in instructions, local tips — and a post-stay follow-up sequence after every checkout. Previously, this kind of guest communication happened inconsistently across properties, dependent on whether a particular front-desk shift remembered to send it. The system pulls reservation data directly from each property's PMS so messaging is automatically personalized to guest names, room types, and length of stay without staff needing to manually customize anything. Post-stay messages route naturally into a review request, timed a day or two after checkout rather than immediately at departure. Pre-arrival and post-stay guest communication at a multi-property hotel group happened inconsistently, dependent on whether a particular front-desk shift remembered to send it. We built an automated messaging system pulling reservation data directly from each property's PMS to send personalized pre-arrival information and a post-stay follow-up sequence, timed naturally into a review request a day or two after checkout. We pulled a sample of past guest communications across properties to identify what was being sent inconsistently before designing a single standardized sequence. It launched at one property, comparing review submission rates before and after, before rolling out group-wide. Guest communication quality is now standardized across every property in the group, contributing to a meaningful increase in post-stay review submissions compared to the group's prior inconsistent approach.