{"id":13351,"date":"2020-03-10T16:36:00","date_gmt":"2020-03-10T15:36:00","guid":{"rendered":"https:\/\/slope.it\/staging\/?p=13351"},"modified":"2020-03-16T18:28:16","modified_gmt":"2020-03-16T17:28:16","slug":"pre-stay-and-post-stay-emails-customer-journey-strategies-for-hotel-customers","status":"publish","type":"post","link":"https:\/\/slope.it\/staging\/en\/2020\/03\/10\/pre-stay-and-post-stay-emails-customer-journey-strategies-for-hotel-customers\/","title":{"rendered":"Pre-stay and post-stay emails: customer journey strategies for hotel customers"},"content":{"rendered":"\n

The “customer journey”<\/strong> is that journey that the customer takes from the moment he books a stay in an accommodation facility until the moment he returns home.<\/p>\n\n\n\n

In this process consisting of several phases, it is important to make sure that the customer is followed <\/strong>in every step.<\/p>\n\n\n\n

Following the customer means offering him the “right” information at the “right” moment.<\/p><\/blockquote>\n\n\n\n

Some practical examples that explain what we mean by “right information”<\/strong> can be: curiosity about the area, information on how to reach the structure or the possibility of purchasing additional services in order to personalize your stay.<\/p>\n\n\n\n

The main steps that make up the customer journey<\/strong> are:<\/p>\n\n\n\n

  1. Registration of the reservation at your facility;<\/li>
  2. Receipt of the pre-stay information email;<\/li>
  3. Receipt of the second pre-stay information email; (not always);<\/li>
  4. Upsell or Cross Sell offer (not always);<\/li>
  5. Arrival at the facility;<\/li>
  6. Stay at the facility;<\/li>
  7. Checkout;<\/li>
  8. Receiving the post stay email;<\/li><\/ol>\n\n\n\n

    As you can see from the list above, the steps are not few and it is important to immediately define a specific strategy for each individual hotel, trying to understand which of these steps you want to implement<\/strong>, after which you must make sure that these actions are automated.<\/p>\n\n\n\n

    Having to send pre-stay or post-stay emails<\/strong> manually to all customers staying in the structure would require an unsustainable amount of work, and for this reason we want to explain how important it is to have a hotel management software<\/strong> that is able to take care of these tasks.<\/p>\n\n\n\n

    What are pre stay emails and what are they for<\/h2>\n\n\n\n

    The pre-stay <\/strong>emails are sent to the customer within the time span between the time the customer makes the reservation and the day before check-in.<\/p>\n\n\n\n

    The e-mails are used to communicate various details<\/strong> to the customer such as: the possibility of checking in online, notifying the opening hours of the reception, breakfast or parking.<\/p><\/blockquote>\n\n\n\n

    The customer loyalty experience begins immediately after booking, when the first <\/strong>confirmation email<\/strong> is sent; this email details the reservation and a summary of the information relating to the stay.<\/p>\n\n\n\n

    The booking confirmation email is not considered a pre-stay email,<\/strong> but a simple courtesy email that falls within the booking step.<\/p>\n\n\n\n

    Subsequently, another email<\/strong> (the pre-stay email) can be sent containing useful information:<\/p>\n\n\n\n