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What is a Pre-Arrival Email?
A pre-arrival email is a crucial piece of communication sent to guests between their booking confirmation and their actual check-in date. Its purpose is to provide essential information for a smooth arrival, such as check-in procedures, property address, access codes, and contact information.
It also serves as an opportunity to set expectations, build rapport, and offer additional services or local recommendations.
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How it works
Vacation rental managers typically automate pre-arrival emails using a property management system (PMS) or specialized email marketing tools. They create a template containing key information and set a trigger, usually 3-7 days before the guest's scheduled arrival.
The system then automatically populates the template with guest-specific details like their name and reservation dates and sends the email without manual intervention. Property management software with features for automated messaging handles these communications, ensuring every guest receives timely and consistent information while reducing the host's workload.
Why it matters
Pre-arrival emails significantly enhance the guest experience by reducing arrival-day stress and making guests feel well-cared for. They proactively answer common questions, which minimizes repetitive inquiries for the host and streamlines the check-in process.
This professional communication helps build trust and can lead to better reviews, as guests start their trip with a positive impression of the host's organization and attentiveness.
Examples
- An email sent three days before a stay at a ski chalet, including the keyless entry code, a map to the property showing the cleared driveway, and a reminder to bring tire chains if snow is in the forecast.
- A host of a city-center apartment sends a pre-arrival email five days in advance with detailed instructions on how to use the building's intercom system, the Wi-Fi password, and a curated list of nearby coffee shops and subway stations.
- For a family renting a beach house, the pre-arrival email includes the lockbox code, house rules regarding sand in the house, a list of provided beach gear like chairs and an umbrella, and a contact number for the local property manager.
- A guest receives an email a week before their stay at a remote cabin, which contains the GPS coordinates, information about the gravel road leading to the property, instructions for the well water system, and a suggestion to buy groceries in the last major town they'll pass through.
Frequently asked questions
When is the best time to send a pre-arrival email?+
What key information should be included in a pre-arrival email?+
How is a pre-arrival email different from a booking confirmation email?+
Can I use pre-arrival emails for upselling?+
Related terms
Automated Messaging
Automated messaging is a feature within vacation rental software that allows hosts to send pre-written, scheduled messages to guests based on specific…
Check-in
Check-in is the process by which a guest arrives at a vacation rental and gains access to the property at the start of their reservation. It's a foundational…
Contactless Check-in
Contactless check-in allows vacation rental guests to access a property using technology like smart locks or lockboxes, eliminating the need for in-person key…
Post-Stay Email
A post-stay email is an automated or manual message sent to guests after they have checked out of a vacation rental to solicit reviews and feedback.