Guest Communications

Clear and effective communication with your guests and prospective guests is a key component in creating a smooth and problem-free guest experience at your property. While guest communication preferences and expectations are in a seemingly constant state of evolution, the basics of guest communication remain the same. The clearer a property is with travelers about what they can expect at a property, the more likely they are to be satisfied with their stay. If a situation exists at the inn that is regularly receiving comments or complaints from guests during or after their stay, then consider being upfront and transparent about the conditions surrounding that situation - either on the property website or in the email confirmations or reminder notes or texts. The following Select Registry properties are winning at guest communications:

The Kennebec Inn in Bath, ME

The Kennebec Inn has a less than intuitive pathway from their parking area to their front entrance, but do a great job in their email reminder letter clarifying the situation for their guests.

The Welsh Hills Inn in Granville, OH

This inn has two very active and engaged “pet ambassadors,” which is clear to all potential guests thanks to a great website tribute.

The Captain’s Manor Inn in Falmouth, MA

It can be frustrating when guests arrive at a property ahead of stated check-in times and expect their rooms to be ready early. This email reminder letter does a great job letting guests know what to expect if they arrive before check-in.