Hotels and tourism · Sample scenario
Sending pre-arrival information
For a confirmed booking, check-in and directions are sent at the right time in the guest's language, and any extra request from the guest is logged in the PMS.
Problem
Guests look up check-in time, address and parking at the last minute, and the front desk gets many calls on arrival day.
How it works today
When they have time, front desk staff email some guests by hand; the texts differ, and late bookers get no information.
What this scenario changes
For a confirmed booking, the send time and the guest's channel consent are checked, and the language is taken from the PMS profile. For a standard check-in, a personal message is built from an approved template and sent. For late-night arrivals or cases needing special instructions, the message goes to staff for approval.
The process step by step
- Booking confirmed: Booking with an upcoming arrival in the PMS
- Timing and consent checked: Pre-arrival send window, channel consent
- Language selected: Language in the guest profile
- Standard check-in?: Arrival while the front desk is open
- Message prepared: Approved template with booking details
- Sending: Through a channel with consent
- Extra request logged: Guest reply written to the booking note in the PMS
Exception path
- Front office manager approves: Special check-in instructions are reviewed
- Approved instructions sent: After manager approval
The role of AI
Adapts the approved template to the guest's booking details and, if the guest replies, pulls out any extra request (early check-in, crib).
Human approval and exceptions
Messages that need late-night arrival details, a key box code or special check-in instructions are approved by the front office manager before sending.
Frequently asked questions
Do guests without consent get the message?
No. Messages go only through a channel the guest has consented to; without consent, the information is given at check-in.
Is the key box code sent automatically?
No. Sensitive instructions such as late check-in details and codes are sent only after staff approval.
What if the guest replies to the message?
Any extra request in the reply is pulled out and written to the booking note in the PMS; questions that need an answer go to the front desk.