A hotel booking confirmation email usually serves a basic informational purpose. In roughly a page and a half, it sets out the key details of a reservation alongside a lot of small-print data protection wording that nobody reads.
Here are some ways to get more out of a booking confirmation email or voucher, so it does not remain a simple sheet of basic information:
- Add discounts or complimentary hotel services. You could include a tear-off coupon offering a discount or complimentary food, drinks or spa services. This can help increase revenue at those outlets by encouraging guests to spend there.
- Promote your loyalty programme. If you did not persuade the guest to join your loyalty programme during the booking process, you have a second chance. It may not be as effective, but every little helps. Explain the benefits and include a link to sign up.
- Share information about the area. Offer a short description of the city and its main attractions, along with useful information about local transport. Your guest will appreciate it.
- Encourage an upgrade. Let guests know about higher room categories or meal plans they can add for a modest extra charge.
- Plant the seed for a return visit. Whether you are an independent hotel or part of a chain with properties in different cities, you can include a promo code for their next booking.
- Try to recover a cancellation. Cancellations happen for many reasons. Ask guests why they cancelled in your cancellation email or voucher; you may be able to win the booking back.
- Keep the tone positive. When confirming a cancellation, try phrases such as “We hope this is a see-you-later” or “Goodbyes are always hard; let’s say ‘see you soon’ instead.” A touch of humour is more memorable than a plain email or voucher that simply says, “Your booking has been cancelled.”
I hope this post has helped or sparked some new ideas. If you already use another approach or think of something else, please share it so we can all benefit. 😉