Hotel reservation confirmation messages – tips and templates

When it comes to delivering unforgettable guest experiences, it all begins with the first touchpoint – your hotel reservation confirmation message. It’s not just a necessary administrative detail; it’s your chance to set the tone, build trust, and even generate additional revenue.

Whether you manage boutique accommodations or oversee a luxury resort, crafting a well-thought-out confirmation message is essential. This guide will walk you through everything you need to know to create professional and effective reservation confirmations that impress guests and boost business:

• Why hotel reservation confirmation messages matter
• Best channels to use
• Key details to include
• What guests expect from a reservation confirmation message
• Do’s and don’ts
• Revenue opportunities
• AI automation
• Related hotel tech in the reservation process

Why hotel reservation confirmation messages matter

A clear and personalised hotel reservation confirmation does much more than confirm the booking:

• Boost guest confidence: Guests want to know their reservation details are secure and accurate.
  
  
• Enhance the experience: A structured message eliminates confusion and sets expectations.
  
  
• Strengthen brand connection: Well-branded messages create a memorable guest experience from the start.
  
  
• Increase revenue opportunities: These messages can subtly upsell extras like room upgrades or dinner reservations.
  
  

By paying close attention to these communications, you’re not only solving immediate guest concerns but also paving the way for a positive stay.

Best channels for sending hotel reservation confirmations

Your confirmation message won’t land effectively if it’s sent via the wrong channel. Here are the most impactful ways to deliver these messages to future guests after they complete online hotel reservation:

1. Email

Email is still the gold standard for professional communications. It’s expected, easily searchable, and can store all the necessary booking details in one place. Emails also allow formatting flexibility for custom branding or including additional links like “Manage My Booking”.

2. SMS & WhatsApp

These mobile-friendly options have some of the highest open rates in comparison to email. They’re perfect for last-minute reminders or follow-ups, but they can also be powerful for delivering concise confirmations alongside a link to detailed information.

3. Hotel chatbots and AI messaging

Automated chatbots powered by conversational AI, such as HiJiffy, are taking guest communications to the next level. These platforms deliver instant, interactive messages directly after bookings are made, answering any questions guests might have without requiring human intervention. They work as standalone chat tools on your hotel website but can also connect directly with a range of channels: social media, messaging apps, OTAs, and more. Further integrations with booking engines and property management systems allow for automated, personalised communication at every stage of your guest’s journey, saving time for your team and improving the guest experience.

4. Mobile apps and guest portals

For returning guests or loyalty members, delivering confirmation through your hotel mobile app or a personalised portal can make the process even smoother. Guests can access not only reservations but also upgrades and customised recommendations. Explore web-based room service apps alternatives instead of relying on apps that require downloads. Many guests may find downloading a hotel app inconvenient, which could discourage them from using the service. A browser-based solution makes it easier for guests to order, increasing the likelihood they’ll take advantage of it.

By choosing the right channel for your audience, you ensure your communication lands effectively.

Key details to include in a hotel reservation confirmation message

One of the quickest ways to frustrate guests is to send incomplete or unclear confirmation messages. To avoid that, make sure every message includes these key details:

1. Basic booking information

• Guest’s full name
• Booking confirmation/reference number
• Check-in and check-out dates
• Room type and rate

2. Address and contact information

Include the hotel’s address, contact number, and links to Google Maps for directions. Accessibility to contact information fosters trust.

3. Cancellation and modification policies

Detail any deadlines for cancellations and changes. Avoid vague language – be clear and upfront.

4. Payment confirmation

Clearly outline what has been paid and what (if anything) remains unpaid, e.g., “Your booking is fully prepaid” or “A €100 deposit has been received.”

5. Optional extras

Highlight access to additional services (breakfast, parking, Wi-Fi) included in the rate and provide upsell opportunities, such as:

• Spa slots
• Early check-in/late check-out
• Room upgrades

6. Next steps or recommendations

Encourage action with next steps like pre-check-in instructions or links to local attractions.

What guests expect in an online hotel reservation confirmation

A good reservation confirmation is more than just a receipt – it gives guests peace of mind, clears up any doubts, and makes the booking process smoother. Research shows exactly what guests want to see in these messages: clarity, reassurance, and useful details.

1. Fast delivery and easy access across channels

Guests expect to receive their booking confirmation right away. Delays in confirmation emails can leave them feeling uncertain and frustrated, often leading to follow-ups or even cancellations, according to Phocuswright’s Traveler Tech Habits Report.

Email is still the go-to channel for communication, but SMS and apps like WhatsApp are quickly catching up for instant alerts. Did you know SMS has a 98% open rate compared to just 20-30% for emails? That makes it a smart choice for sending urgent updates when timing matters.

2. Mobile-friendly and easy to use

With 68% of travellers preferring to manage bookings on their phones (Expedia’s Traveler Value Index), it’s essential that reservation confirmations are:

• Mobile-friendly – formatted to look great on smaller screens.
• Quick to access – no bulky attachments or frustratingly slow PDFs.
• Simple to navigate – with clear buttons like “Manage Booking” or “Contact Hotel” that make it easy for guests to find what they need.

3. Clear booking information

Travellers want clear, useful, and accurate details in their confirmation messages – no fluff, just the facts they need. Here’s what matters most:

• Booking reference number: Makes finding their reservation quick and easy.
• Guest name and stay details: Things like check-in/out dates and room type are a must.
• Hotel address and contact info: Clickable for navigation because no one likes getting lost.
• Cancellation and modification policies: Clear policies help guests feel confident and informed.

Including these key details ensures a smooth experience for your guests and fewer questions for your team. It’s a win-win!

4. Personalisation and interactive elements

Personalised communication is key to engaging your guests. According to McKinsey, 71% of consumers now expect personalised experiences, even in something as simple as a transactional email. Here’s how you can make this happen with ease:

• Use their name and booking details (e.g. “Hi [Guest Name], we can’t wait to welcome you on [Check-in Date]!”).
• Share relevant offers (e.g. “Fancy upgrading to a sea-view room for just £XX?”).
• Promote loyalty benefits (e.g. “Start earning points today – Join [Hotel Loyalty Programme] now!”).

Personal touches like these aren’t just nice—they help build trust and keep guests coming back.

5. Clear information on fees and policies

Hidden fees and confusing refund policies are some of the biggest frustrations for travellers. According to Expedia’s Traveler Value Index, guests are looking for:

• A clear breakdown of the total cost, including taxes and resort fees.
• Easy-to-understand cancellation deadlines and refund policies.
• Confirmation of payment details, like whether it’s pre-paid, requires a deposit or is pay-on-arrival.

Making these details easy to find helps build trust and ensures a smoother booking experience for everyone.

6. An AI-powered experience that works

AI-powered messaging is changing the way hotels communicate. According to a Skift & Oracle Hospitality report, by 2025, hotels are expected to rely heavily on AI-driven messaging for confirmations and guest interactions. Here’s how automated systems can make a difference:

• Send instant confirmations across channels like email, SMS, and WhatsApp.
• Keep guests informed with real-time updates like flight delays, room readiness, or special offers.
• Let guests easily modify bookings through AI-powered chatbots.

AI tools aren’t just smart – they’re practical, helping hotels save time, improve guest experience, and keep everyone in the loop.

Do’s and don’ts of hotel reservation confirmation messages

Do’s

• Use Professional Subject Lines:
  Example: “Your Getaway Awaits! Booking Confirmed for The Lakeside Inn.”
  
  
• Highlight Next Steps:
  Include links to booking management or check-in instructions.
  
  
• Give Guests Easy Access to Support:
  Use a dedicated email or hotline for confirmation enquiries.
  
  
• Brand It Effectively:
  Include your hotel’s logo, fonts, and colours for a professional touch.

Don’ts

• Do not include irrelevant information that overwhelms guests.
• Avoid vague terms like “subject to availability” without specific definitions.
• Never send from a “no-reply” email address – guests must be able to contact you easily.
• Don’t forget about mobile responsiveness – messages should render perfectly across devices.

Revenue opportunities via hotel reservation confirmation messages

Why stop at confirming a booking? Reservation messages are a perfect platform to boost revenues.

• Upselling: Offer room upgrades, champagne packages, or early check-ins.
  
• Cross-selling: Promote dining reservations, spa services, or local activities.
  
• Loyalty programme invitations: Encourage new guests to join your rewards programme by highlighting exclusive member benefits.
  
• Direct booking awareness: Point out the perks of booking directly through your website in future.
  
• Reducing hotel no-shows: Building strong customer relationships is key. Clear communication, great offers, and an easy booking process can reduce no-shows and keep guests happy.

Using tools like HiJiffy’s Guest Communications Hub, hotels can automate dynamic upselling communications that feel tailored to each guest.

AI & automation in hotel reservation confirmation messages

Artificial intelligence isn’t just a buzzword – it’s transforming guest communications. By adopting tools like HiJiffy, hotels achieve immediate, consistent communication with their guests. AI-driven platforms enable:

• Rapid confirmation messages across multiple channels (hotel website, WhatsApp, etc.).
• Smart upselling campaigns using guest data and preferences.
• Automated reminders (e.g., about check-in times or dinner bookings).

HiJiffy launched Campaigns Manager where you can create automated and personalised WhatsApp campaigns across the entire guest journey:

Related hotel tech in the online hotel reservation process

To fully optimise your hotel’s booking and communication processes, integrate with advanced technology systems:

• Property Management Systems (PMS) to centralise booking details.
• Guest Messaging Platforms like HiJiffy for automated communications.
• Channel Managers to streamline bookings across multiple Online Travel Agents.

By integrating these tools, your hotel can offer a frictionless booking experience while improving operational efficiency.

Simplify reservation messaging to improve your guest experience

A carefully constructed reservation confirmation message isn’t just practical – it’s a vital touchpoint in shaping your guest’s perception of your service. By focusing on clarity, personalisation, and timeliness, you’re not just confirming a booking; you’re setting the stage for an exceptional experience.

Want to take your guest communications to the next level? Learn how HiJiffy can help you automate and optimise your hotel reservation online process using conversational AI. Book a demo today to explore how our tech fits your needs.