Welcome Message Templates
Written welcome cards for guests, thank you notes, or apology letters are
surefire ways to make sure guests are satisfied throughout their stay. By leav-
ing a guest welcome message, you can increase guest satisfaction and make
a great first impression.
Another way to add personal touches in the hospitality industry is through
guest messaging. Send custom texts or digital messages to guests through-
out their stay: to welcome them, to check in on their stay, to assist with
express check out and thank them for their stay, or to address a complaint
before it makes its way to TripAdvisor.
Using high touch digital messaging in hospitality—especially welcome mes-
sages—can increase guest engagement and lead to more ecient check-out
processes, making turnover easier.
[email protected] | +1 612.503.4000 | www.kipsu.com 1
MAKE GUESTS FEEL AT HOME
compared to emails
Response to Text
Messages
10.8
%
+
across all service levels
Lift in Overall
Experience
+
98
%
+
Boost in
TripAdvisor scores
after launching digital messaging
15
%
+
WELCOME TEMPLATES
[email protected] | +1 612.503.4000 | www.kipsu.com
2
Written Note 1
Dear MR/MRS/TITLE GUEST LAST NAME,
Welcome to HOTEL NAME!
We are delighted to have you as our guest and look forward to providing you an
unforgettable stay. Please let me or anyone on the sta know if there is anything
we can do for you throughout your time with us.
Best,
YOUR NAME
Written Note 2
Dear MR/MRS/TITLE GUEST LAST NAME,
We are delighted to have you with us at the HOTEL NAME. Thank you for choosing us
as your home away from home! If there is anything you need at all during your stay,
please do not hesitate to reach out.
Best,
YOUR NAME
Written Note 3
Hi GUEST FIRST NAME,
Welcome to the HOTEL NAME! We are so
excited to welcome you to CITY and hope you
enjoy your time here. Let us know if there is
anything we can get for you!
Best,
YOUR NAME
Written Note 4
Hi GUEST FIRST NAME!
Welcome to the HOTEL NAME! We are so
grateful that you have chosen to stay with
us during your time in CITY and look
forward to making this a memorable stay.
Please let us know if there is anything we
can do to ensure a wonderful experience!
Best,
YOUR NAME
[email protected] | +1 612.503.4000 | www.kipsu.com
WELCOME TEMPLATES
Text Message 1
Hi, GUEST FIRST NAME! Welcome to HOTEL NAME. Thank you for staying with
us! How is your room so far? -USER FIRST NAME
Text Message 2
Welcome back to HOTEL NAME! We are happy to have you with us again.
Is there anything we can get for you right away? -USER FIRST NAME
Text Message 3
Good afternoon, MR./MRS. TITLE/LAST
NAME. We are pleased to have you at the
HOTEL NAME. Please do not hesitate to
let us know of anything you may need
during your stay. Is there anything we can
get for you right away?
-USER FIRST NAME
Text Message 4
#1: Welcome to HOTEL NAME! Thank
you for being a <Loyalty Program
Member>, GUEST FIRST NAME. Our
executive lounge oers breakfast from
6am-10am and happy hour is from
5pm-7pm. Please enjoy your stay and
let us know if we can do anything to
enhance your experience!
-USER FIRST NAME
3
THANK YOU TEMPLATES
[email protected] | +1 612.503.4000 | www.kipsu.com
Wedding Written Note
Dear TITLE & TITLE COUPLES LAST NAME,
We are honored you have chosen HOTEL NAME for your special day! We are
here to ensure everything is right for you and your guests. Please reach out
to me with any questions or requests through your time with us. We are on
standby to assist!
Congratulations on this wonderful milestone,
USER FIRST NAME
Wedding - Text Message
Thank you so much for choosing HOTEL NAME for this special experience!
We are available for anything you may need and are honored to have you
and your guests here. Is there anything we can help you with right away?
-USER FIRST NAME
Conference - Written Note
Dear GUEST FIRST NAME,
Thank you so much for choosing HOTEL NAME
as your venue! We look forward to providing a
stress-free day for you and your attendees and
ensuring everything runs smoothly. Please let
me know if there is anything at all I can do for
you throughout the day.
Best,
YOUR NAME
Conference - Text Message
Thank you for hosting the CONFERENCE
NAME at HOTEL NAME! We appreciate you
choosing us for this experience and will
make sure everything runs smoothly. Is there
anything we can do for you right away?
-USER FIRST NAME
4
[email protected] | +1 612.503.4000 | www.kipsu.com
5
APOLOGY TEMPLATES
Text Message 1
Hi GUEST FIRST NAME, I sincerely apologize for this issue. What can I do to make
it right for you? -USER FIRST NAME
Text Message 2
Hi GUEST FIRST NAME. I am sorry to hear SITUATION. I will send someone up to
address that right away. Is there anything else we can get you in the meantime?
-USER FIRST NAME
Response on Review Site 1:
Thank you for your feedback, GUEST
FIRST NAME. We apologize for the
inconvenience and will make sure this
does not happen again at HOTEL
NAME. Would you mind sending us a
message at EMAIL ADDRESS to discuss
your experience?
Response on Review Site 2:
On behalf of HOTEL NAME, we send
our sincere apologies for this inconve-
nience. Please reach out to EMAIL
ADDRESS so we can discuss your
concerns further and make it right.
Thank you for your feedback!
[email protected] | +1 612.503.4000 | www.kipsu.com
6
APOLOGY TEMPLATES
Written Note 1
Dear GUEST FIRST NAME,
On behalf of myself and the entire sta at the HOTEL NAME, I want to sincerely apologize for
DESCRIPTION OF SERVICE FAILURE. This is an unacceptable experience and we have failed to
provide the level of service that you should expect from our team. Please know that I have
connected with the team on the issue and there should be no further disruption to your stay
with us.
Best,
-USER FIRST NAME
Written Note 2
Dear GUEST FIRST NAME,
Please accept my sincere apologies for the experience you have had so far during your
stay. We aim to provide the best possible guest experience and so far we have not
accomplished that. I have included a DESCRIPTION OF COMP for you—not to make up
for where we have lacked, but as a gesture of the service you can expect going forward.
Let me know if there is anything else we can do for you at this time and we look forward
to ensuring a great rest of your stay.
Best,
-USER FIRST NAME
[email protected] | +1 612.503.4000 | www.kipsu.com
7
FAREWELL TEMPLATES
Written Note 1
Dear GUEST FIRST NAME,
Thank you so much for choosing to stay with us during your time in CITY! Checkout is at 11am.
Feel free to stop by the front desk for a copy of your receipt.
Best,
USER FIRST NAME
Written Note 2
Dear GUEST FIRST NAME,
We are sorry to see you go, but we’re so glad you came to stay! Check out is at 11am, but
if you aren’t leaving CITY until later in the day you are more than welcome to store your
luggage at the front desk. Just stop by and we can take care of everything for you.
If you would like to share your experience at the HOTEL NAME with others, please con-
sider sharing a review on TripAdvisor.
Thank you again and safe travels,
USER FIRST NAME
[email protected] | +1 612.503.4000 | www.kipsu.com
8
FAREWELL TEMPLATES
Text Message 1
We hope you enjoyed your stay at HOTEL NAME! For a simple checkout process,
please text us your email address when departing your room tomorrow and we
will send your receipt. We hope to see you again soon! -USER FIRST NAME
Text Message 2
Thank you for staying with us at HOTEL NAME, MR/MRS GUEST LAST NAME! If you
would like to share your experience, feel free to leave us a review on TripAdvisor or
take this hotel survey: LINK. Come again soon!
Text Message 3
Thank you for staying with us at HOTEL
NAME! Just a reminder that checkout is
at 11am. Feel free to text us on your way
out if you’d like to bypass the desk. We’d
be happy to email your receipt. -USER
FIRST NAME
Text Message 4
We hope you enjoyed your stay at
HOTEL NAME. Please take a moment to
let us know how we did by replying to
this message with a 1-10 (10=excellent).
Thank you and see you next time!
-USER FIRST NAME