Trusted by Nordic hotels
The Challenge Hotels Face
Guests arrive at hotels unprepared more often than hoteliers would like to admit. They don't know check-in times, parking procedures, or what documents to bring. They haven't thought about early check-in requests, room preferences, or special occasions they might be celebrating. This lack of preparation creates a cascade of problems at arrival: longer check-in queues as staff explain basics, frustrated guests who drove in circles looking for parking, and missed upsell opportunities for upgrades and amenities. The window between booking and arrival is a golden opportunity for guest engagement that most hotels waste. Manual pre-arrival outreach is inconsistent—some guests get detailed emails, others get nothing depending on staff workload. Without systematic communication, hotels miss chances to set expectations, gather preferences, and create anticipation. The result is a check-in experience that starts with confusion rather than excitement.
The Scale of the Problem
40% of guests
Arrive without reading confirmation emails or knowing key details
Hotel guest surveys
15-20 minutes
Added to average check-in time due to unprepared arrivals
60% of upsells
Are missed because guests weren't offered options pre-arrival
Revenue management data
35% of arrival complaints
Relate to parking, timing, or procedural confusion
How Opally Helps
Opally's Email and Messaging solutions create a systematic pre-arrival communication sequence that prepares every guest automatically. The system sends personalized messages at optimal intervals—confirmation immediately after booking, detailed arrival information 3 days before, and a final reminder the day before. Each message is tailored to the reservation: business travelers get express check-in options, families receive kids' amenity information, guests celebrating occasions get upgrade offers. The AI personalizes content based on guest history, booking details, and property specifics. Guests can respond to messages with questions or requests, which the AI handles or routes to staff. By the time guests arrive, they know exactly where to park, what time to check in, and what special touches await them.
Relevant Features
Automated Email Sequences
Pre-configured message flows triggered by booking dates and guest segments.
Ensures every guest receives timely, relevant pre-arrival information without manual effort.
Dynamic Personalization
AI tailors content based on guest profile, booking type, and stay purpose.
Business travelers, families, and celebratory guests each receive relevant information.
Two-Way Messaging
Guests can reply to pre-arrival messages with questions or special requests.
Captures guest needs before arrival so staff can prepare appropriately.
Pre-Arrival Upsell Engine
Intelligently offers upgrades, early check-in, and amenity packages before arrival.
Converts the pre-arrival window into revenue opportunity.
Multi-Channel Delivery
Reaches guests via email, SMS, or WhatsApp based on their preference.
Ensures messages are actually seen and read before arrival.
How to Get Started
Message Sequence Design
Configure your pre-arrival email and message sequence with timing and content for each touchpoint.
Content Personalization
Set up dynamic content blocks for different guest segments (business, leisure, families, VIP).
PMS Integration
Connect to your property management system to trigger messages based on booking and arrival dates.
Upsell Configuration
Define upgrade offers, early check-in pricing, and amenity packages for pre-arrival promotion.
Response Handling
Configure AI responses and staff routing for guest replies and special requests.
Expected Results
Prepared Guests
Guests arrive knowing check-in procedures, parking, and what to expect.
80% reduction in basic arrival questions
Faster Check-In
Pre-informed guests move through check-in efficiently.
40% faster average check-in
Increased Pre-Arrival Revenue
Upsell offers convert before guests even arrive.
15-25% pre-arrival upsell rate
Better Guest Satisfaction
Smooth arrivals set positive tone for entire stay.
Higher first-impression scores
Captured Preferences
Guest requests and preferences gathered before arrival.
Personalized welcome experience
“With Opally, our receptionists save 12 hours per week on emails. I'm so happy that every hour my receptionists save on writing emails - they can instead spend talking to, having fun with and providing presence to the guests.”
Hotel Types Most Affected
Frequently Asked Questions
When should pre-arrival messages be sent?
We recommend a three-touch sequence: immediately after booking (confirmation), 3 days before arrival (detailed info), and day-before (final reminder). Timing can be customized based on your guest patterns.
Can we personalize messages for different guest types?
Yes, the system supports dynamic content based on booking source, room type, stay purpose, loyalty status, and guest history. Business travelers see different content than families.
What if guests reply with questions?
AI handles common questions automatically. Complex requests are routed to staff with full context so they can prepare before the guest arrives.
How do pre-arrival upsells work?
The system presents upgrade options, early check-in, and amenity packages at the optimal time. Guests can accept with one click, and the booking updates automatically.