Why would a hotel have pre arrival contact with a guest?

It helps guests feel welcome, valued, and informed, which can lead to positive reviews, repeat business, and referrals. Effective pre-arrival communication can also help avoid misunderstandings or issues during the guest's stay.



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Types of Common Guest Complaints in Hotels
  • Service Related Complaints. Are usually associated with the hotel service. ...
  • Attitudinal Complaints. ...
  • Mechanical Complaints. ...
  • Unusual Complaints. ...
  • Room Related Complaints. ...
  • Complaints Due to Food and Beverage.


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Generally, hotels will keep records for at least one year after a guest has checked out. This allows them to have access to information such as contact details and payment history in case they need it in the future.

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Hotels have always kept logs on their guests, tracking previous stays, comments and complaints, even which pay-per-view movies you ordered.

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Can a hotel tell me if someone is staying there? No, a hotel cannot tell you if someone is staying there. This information is confidential and protected by the privacy laws of the country in which it operates.

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Guest cycle refers to the distinct stages of guest interaction between the hotel and guests. On the basis of the stage of interaction and activities involved, the Guest Cycle is broadly, classified into four main stages based on the activity type. These are: Pre Arrival, Arrival, Stay and Departure.

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Table of contents
  1. Establish eye contact.
  2. Dress to impress.
  3. Ask questions.
  4. A smile goes a long way.
  5. Offer to help.
  6. Be cordial even if you're busy.
  7. Make guests feel special.
  8. Indicate points of interest within the hotel.


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Common hotel guest complaints
  • In-room cleanliness concerns.
  • Unpleasant odors (e.g., smoke, pets)
  • Problems with the temperature (too hot or too cold)
  • Trouble with the Wi-Fi.
  • A lack of free services or amenities.
  • The hotel is too noisy.
  • Too much traffic near guest rooms.
  • Lack of customer service.


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