Pre-Arrival Information & Upsell Sequence

Q: Can the automation decide which upsell offers to send to each guest?

Yes. The upsell recommender evaluates the guest's booking value, history, and available room upgrades and ancillary services to rank offers by likelihood of conversion and compose a targeted email.

Q: Will the automation work with our existing booking system and CRM?

The automation integrates with mainstream booking systems, CRMs, and email platforms. During setup, you will connect your specific tools so the automation can read bookings and guest data.

Q: What happens if a guest replies to a pre-arrival or upsell email?

All guest replies are automatically logged in your CRM, and the automation can trigger follow-up actions such as room upgrade confirmations or special service arrangements based on your rules.

Q: Do staff need to review or approve emails before they are sent to guests?

No. The automation sends emails on a fixed schedule (14 days and 2 days before arrival) without manual approval, but you can review and adjust email templates and upsell rules before launch.

Sending arrival details and relevant offers in the days before a stay.

560 hrs

Manual time identified

Companies have mapped

Map This Automation

About This Automation

Pre-arrival communication at hotels is currently manual and fragmented. Staff spend an hour per booking checking reservations, retrieving guest history, composing emails, and identifying upsell opportunities, often skipping steps due to time pressure.

Automation detects confirmed bookings 14 days before arrival, retrieves guest history, and sends personalized pre-arrival and upsell emails on a consistent schedule. Every guest receives timely check-in details and relevant upgrade offers without staff intervention.

Key features:

Detect confirmed bookings automatically and retrieve guest history from your CRM

Compose personalized pre-arrival emails with check-in details and welcome messaging

Recommend relevant room upgrades and ancillary services based on guest profile and booking value

Send pre-arrival email 14 days before arrival and upsell email 2 days before arrival on schedule

Log all communications in your CRM and track guest responses to upsell offers

Data insights How it works Apps used What you get FAQ

Top friction points when done manually

The issues teams report most often with this process

#	Friction point	Companies Report This
1	Manual email composition delays Staff spend 12 minutes drafting each pre-arrival email from templates, causing inconsistent messaging and missed personalization.	80%
2	Upsell offers frequently skipped Time pressure causes staff to skip upsell evaluation in 38% of bookings, leaving revenue on the table.	67%
3	Inconsistent email timing Pre-arrival and upsell emails are sent at variable times, sometimes days apart, reducing guest engagement.	53%
4	No communication audit trail Manual logging in CRM is often delayed or skipped, making it impossible to track which guests received which offers.	40%
5	Untracked upsell responses Guest replies to upsell emails are monitored inconsistently, and follow-up actions are not systematized.	26%

Disclaimer

Automation readiness

How well-suited this process is for automation

Process Pain Score™

8.5/ 10

AI Fit Rating™

9.1/ 10

Automation Lift Index™

8.8/ 10

Hidden Overhead™

7.4/ 10

How The Automation Works

The full workflow, from trigger to completion.

1. Booking Confirmed 14 Days Before Arrivaltrigger

The automation detects a new confirmed booking in the reservation system where the arrival date is exactly 14 days away. Guest name, room type, booking value, and special requests are captured.

2. Fetch Guest Profile from CRM

The automation queries to retrieve the guest's history, loyalty status, previous room preferences, and any special notes. This data informs personalization.

3. Identify Upsell Opportunities

The automation evaluates the booking value, guest history, room type, and available upgrades to recommend the most relevant upsell offers (room upgrade, spa package, parking, dining credit). the automation ranks offers by expected conversion likelihood.

4. Compose Personalized Pre-Arrival Email

The automation generates a personalized pre-arrival email with check-in details, parking info, and a warm welcome tailored to the guest's history and preferences. The email is drafted in a template and ready to send.

5. Send Pre-Arrival Email

The automation sends the pre-arrival email from the hotel's verified email account to the guest's email address. A send timestamp and email content are logged.

6. Send Upsell Message

The automation sends a coordinated upsell email 2 days after the pre-arrival email, featuring the AI-recommended room upgrades and ancillary services with pricing and a direct booking link.

7. Log Communication

The automation records both emails (pre-arrival and upsell) in the guest's contact record, including send time, content, and upsell offers presented. This creates a complete audit trail.

8. Notify Revenue Manager

The automation sends a summary message to the revenue team with the guest name, booking value, upsell offers sent, and a link to monitor responses. This keeps the team informed without manual checking.

Most popular tool stack used

— the complete tool combinations companies use

52% of companies

28% of companies

15% of companies

Disclaimer

What you get when you map this process

Everything you need to understand, plan, and build your automation.

ROI and business case

What this process costs today and what changes once it's automated.

Launch schedule

What gets built, in what order, and what success looks like once it's live.

Process runbook

How the automation runs day to day, including exceptions and human decision points.

Developer handover pack

Full build spec, logic, and configuration — ready to hand off without a briefing call.

Integration and connections guide

Every tool connection, credential, and data mapping the build needs.

Test and QA plan

44 hrsIdentified

4Mapped

View

Frequently asked questions

Everything you need to know before mapping this process.

What happens if a guest has special requests or preferences in their booking?

The automation retrieves the guest's full profile and previous stay history from your CRM before composing the pre-arrival email, ensuring personalization based on known preferences and special requests.

Can the automation decide which upsell offers to send to each guest?

Will the automation work with our existing booking system and CRM?

What happens if a guest replies to a pre-arrival or upsell email?

Do staff need to review or approve emails before they are sent to guests?

View more FAQs

Process pain:8.5/10

Mapped by:8 Companies

Map this to your business to get your exact numbers.

Map This Automation

No credit card required. It's free.

Page updated 10 August 2026