Pre-Arrival Communication Is the Most Underused Tool in Hospitality
Wednesday, June 3, 2026
Most properties think about guest experience as something that starts at check-in. The room, the welcome, the service - that’s where the experience happens, and that’s where the attention goes. The period between booking confirmation and arrival is treated as dead time. A waiting room. That’s a missed opportunity. In my experience, the properties that handle pre-arrival communication well create a meaningfully better guest experience - and they do it before the guest has even walked through the door.