A message changes when the channel changes
One guest requests a quote by email. Another writes on WhatsApp between commitments. A third calls to clarify a need before choosing. The hotel’s proposal may be the same, but its presentation should reflect these situations.
Adapting a message means choosing what to share immediately, how much space to give details and how to make replying easy. The property’s voice stays recognisable; length, pace and organisation change.
Email: make the proposal easy to review
Email suits details the guest will want to find and compare later. Start with their enquiry, then present dates, accommodation, board basis, total price and terms. Readers should understand what is included without piecing the offer together from several attachments.
Use short paragraphs and one main action. If offering two alternatives, explain the practical difference: space, services or terms. A long hotel introduction can wait; first answer what the person asked.
Hello Maria, we have prepared this proposal for your stay from 10 to 15 August, for two adults and one child. The summary includes accommodation, included services, total price and booking terms.
This is an example of text structure: always verify availability and terms for the actual enquiry. The subject line should also help guests find the message, for example by naming the hotel and requested dates.
WhatsApp: give context and choose one next step
In chat, a complete offer pasted as one block becomes hard to follow. Use a recognisable greeting, reference the enquiry and link to the proposal where available. The message should make sense when read quickly on a phone.
Hello Maria, I’m Laura from Example Hotel. Here is your proposal for 10–15 August: [offer link]. You will also find the terms and included services. If you would like to clarify anything, you can reply here.
Avoid splitting an explanation into a string of notifications. Consider timing and recipient expectations, and respect the agreed channel. In FastReply, sharing opens the app or WhatsApp Web with prefilled text: staff check and send it. It is not an integrated WhatsApp inbox or automatic sending.
Phone: listen, then leave a summary
A conversation can immediately clarify priorities and doubts. Before listing services, ask about dates, party size and relevant needs. Repeat key points to check your understanding.
After the call, record useful information in the CRM and prepare a written summary. A colleague on the next shift should be able to continue without asking the guest to start again. This requires a team procedure; it must not be confused with automatic call recording.
If changes arise during the call, update the offer before sending. Inconsistent verbal agreements and written proposals create more work just when the guest is deciding.
Use different templates with consistent information
A good template saves rewriting but leaves room for the specific enquiry. Prepare a detailed email version and a short WhatsApp version. Keep the same references to dates, proposal and next step in both.
With FastReply templates and shortcuts you can reuse content in the Composer. Before sending, check populated fields and remove irrelevant phrases. A guest’s stated preference deserves attention; an assumed interest without evidence should not become a certainty in the message.
Check the message as the guest will read it
Before sending, reread on a phone and check three things: is the sender clear, does the response address the enquiry, and is the next action obvious? Also check links, amounts and terms.
To assess your work, observe recurring questions and information gaps that make guests contact you again. Detected email opens do not prove someone read or understood the proposal. Communication quality also shows in questions you can clarify the first time.
FROM READING TO PRACTICE
Organise email and WhatsApp sharing
Discover how to connect messages with enquiry and offer workflows.
Learn more →
