What is pre arrival and arrival?

Pre-arrival is the stage at which a guest chooses a hotel. Arrival occurs when a guest physically arrives at and checks in at a hotel. Occupancy, the third stage, occurs when a guest is already staying at a hotel.



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An example of pre-arrival guest communication is sending a welcome message or email to customers a few days before they check in. You might mention what time they can arrive and the best ways to get to the location via car and public transport.

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Let's dive into 5 simple and effective ways how to improve the hotel guest experience in the pre-stay stage.
  1. Provide an easy booking process. ...
  2. Get in touch with your guests before their arrival. ...
  3. Let your guests customize their stay in advance. ...
  4. A smile goes a long way. ...
  5. Make it easy for your guests to reach out to you.


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I ask guests simply if they know their time of arrival. Something like: “To help us best prepare for your arrival, do you have a general idea as to your arrival time? If so, please let us know. We look forward to hosting you.” In this instance, though we have keypad locks so we do not need to meet anyone for keys.

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Greet the guest by politely saying “Good Morning / Afternoon / Evening (according to the time of the day) Sir/Madam. May I service your room now please?” If possible greet the guest by using his/her name. If the guest permit you for servicing and cleaning the room: Thank the guest and enter the room gently.

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