Simple and Effective SMS Strategies for Hotels to Improve Guest Satisfaction

Improve GSS and build stronger relationships with your guests using CCAI's text messaging services

How Can Texting Improve Customer Service?

For nearly all Americans, life today would be hard to imagine without the use of their smartphone. They are used for searching for answers to previously unanswerable questions, such as “What is the name of that actress in that one 90’s comedy?” In addition to being our personal ‘oracle’, smartphones are also used to purchase groceries, trade stocks, and last but certainly not least, communication.

Texting has become the primary form of communication in the daily lives of Americans. Data shows that 97% of Americans are texting at least once per day, and each day in the United States, over six billion text messages are sent.
With such staggering high numbers, one might think that many of these billions of daily texts are left unread. However, data suggests quite the opposite with 90% of text messages being read within 3 minutes of being received.

As the Hotel and hospitality industry evolves in the post-Covid world, utilizing text messaging services is a terrific way to communicate effectively with both guests and staff.


Improve Service Scores

GSS (Guest Satisfaction Survey) is one of the most critical and resource-focused areas of a hotel’s day to day operations. Improving GSS is a goal of nearly all hotels.

Text messaging services are being used every day by hotels as a tool to improve scores in every area from overall service to cleanliness. SMS messaging creates an easily accessible method of communication for hotel staff and guests to connect. Through this channel of correspondence, hotels have the power to reach guests wherever they are and receive feedback throughout their stay. This feedback received during the stay is a key component to improving guest satisfaction, as it gives the hotel the power to correct any inconveniences or mistakes before checkout.

In addition to improving guest satisfaction, hotel text messaging systems can strengthen a hotel’s relationships with guests in many ways. Customized pre-arrival welcome messages to valued guests prior to check-in is a phenomenal way to let guests know you are aware of their reservation and that they are not ‘just another check-in.’ By sending a personalized message, hotels can create a positive first impression and set the tone for a memorable stay.

Offering exclusive deals to your guests directly is another way to get the most out of hotel texting services. By sending out exclusive offers via SMS messaging, hotels can drive occupancy and rate in a simple and immediate manner. This targeted approach allows hotels to directly engage with guests and offer them enticing promotions that are tailored to their preferences and needs.

Moreover, SMS marketing provides hotels with an opportunity to provide personalized and effective service to guests. The instant nature of text messaging allows for quick and efficient communication, making it an ideal channel for addressing guests’ inquiries and requests. Hotels can leverage SMS marketing to streamline their operations and reduce the burden on staff, ensuring that guests’ needs are met promptly and hassle-free.

It is imperative for hotels to prioritize the optimization of their websites for mobile devices due to several crucial reasons. Recent statistics reveal a noteworthy shift in travel research being conducted on smartphones, with more than 50% of travelers now initiating their journey planning from a mobile device. This data highlights the significance of catering to this platform, as it has become the primary choice for travelers to kickstart their travel arrangements.

In addition, an impressive 79% of individuals complete their booking process on a mobile phone rather than switching to a computer device. This substantial percentage further emphasizes the necessity for hotels to adapt their websites to be compatible with mobile devices. It strongly indicates that most travelers prefer to utilize their mobile phones throughout the booking process, reinforcing the importance of having a mobile-optimized website to cater to their preferences.



Booking Confirmations

Booking confirmations and reservation reminders through SMS services play a crucial role in ensuring a seamless guest experience at hotels. These timely messages serve as a proactive measure to prevent no-shows and address any potential reservation mistakes before check-in.

By leveraging the power of SMS, hotels can send booking confirmations to guests, providing them with peace of mind and reassurance that their reservation is secure. Moreover, these SMS reminders act as a helpful tool in correcting any errors or discrepancies in the booking details, ensuring that guests have a hassle-free check-in process.

By utilizing SMS services, hotels demonstrate their commitment to enhancing the overall customer experience. These reminders not only serve as a helpful reminder of the upcoming visit but also provide an opportunity to share important information. For example, hotels can include a link to a “Getting to the hotel” section, offering details on local transportation options, car parking facilities, as well as Uber and taxi services. For guests who prefer a more personalized experience, hotels can even showcase their own driver service, providing a convenient and reliable transportation option.


Retain Valued Guests

Hotel text messaging systems can play a crucial role in enhancing a hotel’s relationships with its guests. One effective way to achieve this is through customized pre-arrival welcome messages that are sent to valued guests prior to their check-in. This thoughtful gesture not only acknowledges their reservation but also conveys that they are not just another check-in to us. By sending personalized messages, we make our guests feel special and appreciated right from the start, fostering a strong sense of loyalty.

In addition to personalized welcome messages, our hotel leverages SMS messaging to offer exclusive deals directly to our guests. This approach allows us to maximize the benefits of our hotel texting services. By sending out exclusive offers via SMS, we provide a simple and immediate way to drive occupancy and rate. It doesn’t get any easier than this! Not only can we plan and schedule offer texts in advance, ensuring a seamless guest experience, but we can also send out last-minute offers with ease. With a few simple clicks, we can send out enticing offers to our preferred guest list, without the need to edit rates or involve third-party booking sites that eat into our profits. By directly passing on the savings to our guests, we create a win-win situation that keeps our guests happy and loyal to our hotel.


Exclusive Offers

Offering exclusive deals to your guests directly is another way to get the most out of hotel texting services. In addition to being a simple and immediate way to drive occupancy and rate, sending out exclusive offers with SMS messaging is as simple as it gets. With the ability to plan and set up offer texts to go out months in advance, you also have the ability to send them last minute. Had a group or team cancel their reservation or block of rooms? Simply send out an offer to your preferred guest list, and viola! No need to edit rates or loop in third party booking sites which cut into profits, simply pass on the savings directly to your guests.


Personal Touch

When it comes to providing exceptional service to guests, hotels have found that text messages can be a valuable tool. Not only do they assist with day-to-day operations, but they also offer a unique opportunity to connect with guests on a personal and effective level. One of the most promising strategies in this regard is providing tailored suggestions for local events, restaurants, bars, and experiences during a guest’s stay.

Imagine a busy business traveler arriving at your hotel, hungry and unsure of where to find a good meal. With hotel texting, you can go above and beyond by sharing a curated list of the “Best Restaurants In Walking Distance” right to their phone. By taking the time to understand their preferences and needs, you can ensure that their dining experience is nothing short of exceptional. Similarly, for a couple celebrating their anniversary, you can send detailed directions to a local winery, ensuring they have a memorable and romantic experience.

The key to success lies in personalized communication. By engaging in conversations with your guests upon arrival, you can gain valuable insights into their interests and preferences. This knowledge allows you to tailor your SMS messages accordingly, offering recommendations that truly resonate with each guest. This level of thoughtfulness and attention to detail is what sets your hotel apart and leaves a lasting impression on your guests.




In this post-COVID-19 world, hotels have to be able to evolve and grow in order to provide service that will keep guests coming back. Text messaging services in hotels are a proven way to improve communication with guests and an effective strategy for retaining and rewarding customers, boosting sales, and driving growth.

With consistent communication through SMS, hotels can promptly address any issues, ensuring that guests have a positive experience and avoiding negative reviews or poor scores. Additionally, the ability to pass on exclusive deals, booking confirmations, and personalized messages quickly is essential for hotels that want to stay ahead of the competition.

To kickstart their SMS marketing campaigns, hotels can seamlessly integrate CloudContactAI’s SMS API into their existing booking system. This integration empowers managers or administrators to customize and schedule SMS messages according to the hotel’s specific needs. This personalized and timely communication helps retain customers, reward them, and ultimately drive sales growth.

By leveraging the power of text messaging services, hotels can enhance communication and retain loyal customers, reward them through personalized offers, boost sales, and drive sustainable growth. In this ever-evolving landscape, SMS loyalty programs have become essential tools for hotels seeking to thrive in the competitive hospitality industry.

Take Your Business to the Next Level

CCAI’s SMS marketing strategies yield a 99% open rate. What have you got to lose?

Cody Kelly

Cody Kelly

Cody is an experienced Marketing Specialist with over a decade worth of experience in marketing and client success. He creates and optimizes content, articles and guides to help businesses of all sizes grow. With a background in marketing, hospitality, and finance, Cody has consistently increased profitability for clients with strategic planning while delivering first class service.

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