Pre-arrival is the period between when a guest books and when they check in, during which they are excited and actively planning their trip. It is one of the most underused touchpoints in hospitality: many hotels stay silent beyond a generic confirmation email. A well-timed pre-arrival message — with a welcome note, a local guide, and practical details — reduces anxiety and positions the hotel as a trusted local authority before the guest even arrives.
The mapped sequence of touchpoints a guest passes through from first booking to repeat stay.
The full arc of a guest's relationship with a hotel, from booking to long after checkout.
Communication with guests after checkout, when they are most likely to share and recommend.