In the world of hospitality, first impressions are everything. The moment a guest arrives, every touchpoint contributes to their overall experience. One of the most powerful and often overlooked tools in a hotelier's arsenal is the humble welcome note. It’s more than just a piece of paper; it’s a personal greeting, a source of vital information, and a chance to make a lasting connection.
In this ultimate guide, we'll delve into the art and science of crafting the perfect welcome note to guests at a hotel, exploring why they’re so important, the different types you can use them, and best practices for creating a note that truly stands out.
Read on to discover:
- Why are welcome notes so important in hotels?
- Types of welcome notes
- Essential elements of an effective welcome note
- Timing and delivery methods
- Best tools and platforms for hotel welcome notes
- Best practices for hotel welcome notes and messages
- How to measure the success of hotel welcome notes
- 10 free welcome note templates for hotel guests
Start your journey to better guest communication with a free trial of Touch Stay
Why are welcome notes important in hotels?
A hotel stay is no longer just about a bed and a roof. Modern travellers expect a seamless, personalised experience from start to finish. A thoughtfully written welcome note for hotel guests is a simple yet effective way to meet these expectations, setting a positive tone and demonstrating a level of care that can transform a good stay into an exceptional one.
First impressions & guest satisfaction
The first few minutes a guest spends in their room can dictate their entire perception of their stay. The sight of a personalised welcome card for hotel guests creates a moment of delight, immediately making them feel seen and appreciated. This small gesture can significantly boost guest satisfaction and lead to glowing reviews.
Setting expectations
A great welcome note does more than just say 'hello'. It acts as a concise and friendly guide to the guest’s stay. By providing essential information upfront, you empower your guests and prevent common frustrations. You can inform them about everything from Wi-Fi details and check-out times to breakfast hours and local recommendations. This proactivity reduces the need for guests to constantly contact the front desk, freeing up your staff and providing a smoother experience for the guest.
Upselling opportunities
A welcome note is also a fantastic way to subtly promote your hotel's services and amenities. While the primary goal is to welcome, you can artfully include information about your spa, on-site restaurant, or special events. This is a low-pressure way to upsell, providing guests with options they might not have considered. For instance, you could mention a special offer on a spa treatment or a happy hour at the bar.
The Touch Stay Upsell Widget helps hosts increase revenue and enhance guest stays by selling customisable add-ons directly through their digital guidebook.
- Quick and easy setup for selling up to 20 unique products.
- Centralised management for tracking orders and receiving notifications.
- The ability to easily tailor offerings to meet guest preferences or seasonal changes.
Discover how the Upsell Widget works here
Types of welcome notes
The format of your welcome note can vary depending on your hotel's brand, the type of guest, and the tools you have available. A personal touch is always appreciated, but a digital solution can be far more efficient and comprehensive.
Pro tip: discover more about creating a guest welcome book for your property
1. Handwritten cards or printed letters
The classic handwritten card or a beautifully printed letter offers a personal, high-touch experience. It shows a level of care and attention to detail that is hard to replicate.
- Pros: Highly personal, memorable and a luxury touch.
- Cons: Time-consuming to create, not scalable for large hotels, can be easily lost.
2. In-room welcome notes
These notes are placed directly in the guest's room, often on the bed, a desk, or alongside a welcome amenity like a bottle of water or a small gift. They are an immediate and tangible part of the guest's arrival experience.
- Pros: Directly delivered, reinforces the hotel’s attention to detail and a great way to include amenities.
- Cons: Can feel impersonal if not well-written, limited space for info.
3. Pre‑arrival emails & booking confirmations
The welcome message can begin even before the guest arrives. A well-crafted pre-arrival email, often sent a few days before check-in, can provide key information, build excitement for the stay, and start the guest communication process early. This is also a perfect opportunity to offer upgrades or add-ons, increasing revenue and enhancing the guest experience.
- Pros: Reduces guest questions, allows for upselling opportunities and sets a positive tone early.
- Cons: Can be missed in spam folders, less personal than an in-person note.
4. SMS or chatbot welcome texts
For a modern, instant approach, an SMS text or a message via a chatbot is an excellent choice. This is particularly useful for providing quick, actionable information like a digital key link or directions to the hotel. It’s fast, convenient, and meets guests where they are - on their phones.
- Pros: Instant, high open rate and great for quick updates.
- Cons: Less personal, limited space for details.
5. Digital hotel guidebooks
For hoteliers and hosts looking for a comprehensive solution, a digital guidebook is the gold standard. These guidebooks are not just welcome notes; they are a complete, interactive resource for your guests. Using a platform like Touch Stay, you can create a digital welcome book that contains everything your guests need to know, all in one place.
- Pros: Highly comprehensive, interactive, and easy to update. They are a powerful tool for reducing guest questions and promoting services.
- Cons: Requires a platform subscription and a little initial setup time.
Touch Stay specialises in creating beautiful, easy-to-use digital guidebooks that enhance the guest experience and save hosts countless hours. Imagine having all your welcome information, house rules, local recommendations and upselling opportunities in a single, accessible link.
Get started with a free trial today!
Essential elements of an effective welcome note
To ensure your welcome notes for hotel guests are as impactful as possible, you need to include a few key elements. These components turn a simple greeting into a helpful and memorable communication tool.
Personalised greeting
A welcome note should feel like it was written just for the guest. Address them by name and, if possible, reference something about their booking, such as a special occasion. This small effort makes a huge impact.
Warm introduction and thank-you message
Start with a friendly and warm welcome. Express your gratitude for choosing your hotel. A simple "Thank you for choosing to stay with us" goes a long way in setting a positive tone.
Practical information
This is the core of a functional welcome note. You need to provide all the essential details your guests might need immediately upon arrival. This includes:
- Wi-Fi info: The network name and password should be prominently displayed.
- Check-in/out times: Reconfirm these to prevent any confusion.
- Contact details: Provide a clear way for guests to reach the front desk or a specific contact.
- Meal times: If applicable, state the hours for breakfast, lunch, or dinner.
- A quick guide to the room's features: How to use the heating/air conditioning, TV, etc.
Highlighting amenities and special offers
Use this opportunity to remind guests of all the wonderful things your hotel has to offer. Mention the on-site gym, swimming pool and any other facilities. This isn't just about selling; it's about helping guests get the most out of their stay.
Upsells or any extras
This is where you can present special offers or add-ons. It should be subtle and presented as a helpful suggestion. For example, "Need a late check-out? Just let us know and we'll arrange it for a small fee".
Timing & delivery methods
When and how you deliver your welcome notes is just as important as what you write. The right timing ensures the message is received when it’s most relevant and impactful.
a) Pre‑arrival messages
Sending a message a few days before a guest arrives is an excellent way to prepare them for their trip. This can be an email containing a link to your digital guidebook, directions and an option to pre-check-in.
b) Arrival-day emails or texts
On the day of arrival, a quick text or email can confirm their room is ready and provide a digital key. This is a highly efficient and modern approach that guests appreciate.
c) In-person handoffs during check-in
For a traditional, high-touch approach, a printed welcome note can be handed to the guest at the front desk along with their room key.
d) Digital messaging via chatbot or PMS integration
Integrating your welcome messages with a Property Management System (PMS) or a chatbot allows for automated, yet personalised, delivery. This is a highly efficient way to manage welcome communication for a large number of guests. Touch Stay integrates with many of these systems, making it easy to automate your welcome notes. Automatically send a welcome message with a link to your digital guidebook as soon as a booking is confirmed, ensuring your guests have all the information they need from day one.
Best tools and platforms for hotel welcome notes
To streamline the process of sending welcome notes, many hoteliers are turning to specialised tools and platforms. Here are some of the best options:
- Touch Stay is a leader in digital guest guidebooks. It allows you to create comprehensive, branded guides that are accessible on any device. It's a single source of truth for all your guest information, from welcome messages and house rules to local recommendations. Touch Stay saves hosts hours of time by pre-empting guest questions and provides a professional, polished experience.
- Guest Messaging Platforms (e.g., HiJiffy, Guestline): These platforms are designed to handle all guest communications in one place. They often include chatbot functionality, allowing for automated welcome messages via SMS or messaging apps.
- Property Management Systems (PMS) with messaging features (e.g., Mews, Cloudbeds): Many modern PMSs have built-in guest communication tools.
- Email Marketing Software (e.g., Mailchimp, HubSpot): If you're looking for a simple, budget-friendly way to send pre-arrival emails, a standard email marketing tool can work well.
- Booking Platforms (e.g., Booking.com, Airbnb): Many of these platforms have their own messaging systems. While they may not be as robust as dedicated tools, they are a great way to send initial welcome messages and communicate with guests directly through the platform they used to book.
Pro tip: check out our guide on how to write an Airbnb welcome letter
Best practices for hotel welcome notes and messages
A great welcome note isn't just about what you say, but how you say it. Following these best practices will help you create a message that is both effective and memorable.
1. Match your brand’s voice
Your welcome note should sound like it came from your hotel. If you’re a quirky boutique, your note should reflect that. If you're a luxury, five-star hotel, it should be more formal.
2. Balanced tone: friendly yet professional
The best notes strike a balance between being warm and welcoming and remaining professional. Avoid overly casual language, but don't be stiff and robotic.
3. Personalise welcome notes
Always address the guest by name. If you have any additional information about their stay, such as a special occasion, reference it. This level of personalisation is what makes a welcome note truly special.
4. Include helpful details and invites to engage
Provide a clear and concise summary of the most important information, such as Wi-Fi details and check-in/out times. Additionally, invite guests to engage with your staff or use your amenities.
5. Avoid robotic messages and tones
While automation is a great tool, your welcome note should never sound like it was written by a machine. Review your automated messages to ensure they are warm, friendly, and human-sounding.
6. Don’t over-communicate
While it’s important to communicate, you don't want to overwhelm your guests with too many messages. One pre-arrival email, an arrival-day note, and a post-stay thank you are usually sufficient.
Pro tip: discover the art of effective guest communication: a guide to mastering digital strategies
7. Prepare seasonal and event-based welcome notes
Customise your welcome messages for different times of the year. For example, during Christmas, you can mention holiday events and special menus. If there’s a major event in town, you can include information about it.
How to measure the success of hotel welcome notes
To ensure your welcome notes are truly effective, you need to measure their impact. Here's how you can track their success:
Track guest engagement and feedback
Monitor how guests interact with your welcome notes. If you're using a digital guidebook, track views and clicks on different sections. After their stay, ask for feedback on your communication.
Monitor upsell conversion rates
If you're using your notes to promote upsells, track how many guests take you up on the offers. This will help you understand the revenue-generating potential of your welcome notes.
Gather post-stay reviews tied to communication quality
In post-stay surveys, ask specific questions about the welcome experience and the quality of the information provided. High scores in this area indicate that your welcome notes are working well.
10 free welcome note templates for hotel guests
Here are 10 sample welcome notes for hotel guests sample templates, each designed for a different situation.
1. Simple, classic welcome note
Welcome to [Hotel Name]! On behalf of our entire team, we would like to extend a warm welcome to you. We are delighted you have chosen to stay with us and hope you have a wonderful visit. Enjoy your stay!
2. Welcome note for a family
Dear [Guest Name], Welcome to [Hotel Name]! We are so glad to have you and your family staying with us. We have prepared a special [amenity, e.g., kids' welcome pack] for the little ones, and we hope you all have a fantastic time.
3. Welcome note for a business traveller
Dear [Guest Name], Welcome to [Hotel Name]. We understand that you're here for business and have ensured you have a productive and comfortable stay. The Wi-Fi network is [Wi-Fi Name] and the password is [Password]. We hope you have a successful trip.
4. Welcome note for a couple on a romantic getaway
Dear [Guest Names], Welcome to [Hotel Name]! We are so pleased to be a part of your romantic getaway. If you’d like to book a table at our restaurant or a couple's spa treatment, please contact the concierge. We are here to make your visit as special as possible.
5. Pre-arrival welcome email
Subject: We're excited to welcome you to [Hotel Name], [Guest Name]!
Hello [Guest Name], We're looking forward to your arrival on [Date]. We wanted to share some key information to help you prepare for your stay. You can find everything in our digital guidebook: [Link to Digital Guidebook]. See you soon!
6. Post-arrival welcome text
Hi [Guest Name], this is [Staff Name] from [Hotel Name]. Just wanted to check in and say welcome! We hope you've settled in well. Let us know if you need anything at all.
7. Welcome note with a local recommendation
Welcome to [Hotel Name], [Guest Name]! We are so happy to have you staying with us. For a true local experience, we highly recommend a visit to [Local Attraction]. It’s just a [walk/short drive] from the hotel.
8. Welcome note for a long-stay guest
Dear [Guest Name], Welcome to your new home away from home at [Hotel Name]. We are so pleased to have you with us for an extended stay. We hope you’ll find all the comforts you need. Our team is here to support you throughout your visit.
9. Welcome note with a special offer
Welcome to [Hotel Name], [Guest Name]! We are delighted to have you. As a thank you for choosing us, we’d like to offer you a 10% discount on all food and drinks at our on-site restaurant during your stay. Simply mention this note when ordering.
10. Welcome note with digital guidebook link
Welcome, [Guest Name]! Thank you for choosing to stay with us at [Hotel Name]. We've created a digital welcome book just for you, which you can access via this link: [Link to Digital Guidebook]. Inside, you'll find everything you need for a perfect stay. We hope you have a wonderful time!
Creating an impactful welcome note for hotel guests is an art form that blends warm hospitality with practical communication. By focusing on personalisation, clarity, and strategic delivery, hoteliers can transform a simple greeting into a powerful tool that enhances guest satisfaction, streamlines operations, and boosts revenue. Whether you choose a classic handwritten card or a modern digital guidebook from a platform like Touch Stay, a well-crafted welcome note sets the stage for a memorable and positive guest experience from the very start.
