The Hotelier Helpcast

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Pre-Stay Emails That Set the Right Tone (And Reduce Complaints!) 

In this Hotelier Helpcast episode, we reveal the power of one perfectly timed email. You’ll learn how to write pre-stay messages that make guests feel confident, welcomed, and excited before check-in. From automation tools to smart upsells, this episode is packed with ready-to-use tips. 

🔹 Plus, we’ll share the ONE line that reduces complaints by over 30%—and how you can use it too. 

📍 Episode highlights: 
  • What to say in your pre-arrival email
  • How to personalise at scale
  • The best days to send emails
  • Tools to automate the process
  • And why your guests care more than you think
⏰ TIMESTAMPS:
00:00 – Intro: Why pre-stay emails matter
01:45 – What to include in your first email
04:00 – Timing your emails for max effect
06:20 – How to upsell without annoying your guest
08:05 – Automation tools that save your sanity
10:10 – Final takeaway: the email your guest needs to see 

 #PreStayEmails #HotelierTips #GuestExperience #PreStayEmails #HospitalityMarketing #BoutiqueHotelTips #HotelManagement #EmailMarketingForHotels #UpsellStrategy
 #ReduceComplaints #HotelierHelpcast 

⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:
https://hotelierhelpcast.com/2026/01/how-can-you-use-pre-stay-emails-to-wow-your-guests-105

Grab your copy of the free “Your Independent Hotel Blueprint”.
https://hotelierhelpcast.com/hotelier-helpcast-pdf-download

🎓 Find hotel templates & checklists inside “The Hotel Owner’s Roadmap: 90 Days to More Bookings, More Time, & Less Stress” course→ https://courses.keystonehospitalitydevelopment.com/course/the-hotel-owners-roadmap-90-days-to-more-bookings-more-time-and-less-stress/

Gerry MacPherson LinkedIn Profile — https://www.linkedin.com/in/gerrymacpherson/


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A Division of Keystone Hospitality Property Development 

What is The Hotelier Helpcast?

Welcome, dear listeners, to The Hotelier Helpcast Blog Posts – the sanctuary for independent hoteliers worldwide, seeking the keys to transform their properties into dream destinations for every guest.

Each week, we plunge headfirst into the burning queries, the perplexing challenges, and the heartfelt struggles of managing an independent hotel. Why? Because we intimately understand the balancing act of reservations, appeasing the perpetually dissatisfied guest, and chasing that ever-elusive perfect review. And here’s the good news – you're not in this alone! We respect your time, so every episode is a no-nonsense guide, delivering straight answers sans the fluff.

From the enchanting escapes of Venice to the rustic allure of a Nova Scotia hotel, journey with us through every corner of the hotel universe. We'll illuminate the shadows and tuck those pesky challenges to bed!

Alongside expert guests, quirky anecdotes, and solutions that’ll have you exclaiming, 'Why didn't I think of that?!', 'The Hotelier Helpcast Blog Posts’ invites you to a weekly rendezvous with the vibrant community of independent hoteliers. It's enthralling, it's enjoyable, and most importantly, it’s tailored just for YOU.

So, settle into a cozy chair, or perhaps, take a leap onto one of those extravagant hotel beds (we promise not to judge), and prepare to be inspired, amused, and enlightened. Welcome to 'The Hotelier Helpcast Blog Posts’! Now, let's set the stage for this suite party!

Always remember – every question answered is a key to unlocking your hotel's potential, casting you as the hero in all your guests’ travel stories!