Start with the enquiry, then introduce the hotel
A guest receiving a quote wants to know whether it meets their needs and how much they will pay. Design helps them navigate, but cannot compensate for missing information. Organise the content before choosing images and colours.
Reread the enquiry: dates, guests, children’s ages where needed for pricing, accommodation type and stated needs. Clarify any missing essential detail. A proposal based on an unstated assumption may look precise but later require a substantial correction.
Information guests should find without searching
Organise the offer around the decision-making journey. Start with a brief reference to the enquiry and make these elements easy to identify:
- stay dates and number of guests;
- proposed room or accommodation, with relevant features;
- board basis and included services;
- total price and any excluded charges;
- payment and cancellation terms and offer validity;
- the action needed to proceed.
Do not hide important terms in an image or hard-to-read note. Stating extra charges beside the proposal helps avoid misunderstandings. When offering several options, use the same information order for a fair comparison.
Personalise what really matters
A name in the greeting is a start. Useful personalisation connects the proposal to a stated need. If guests travelling with children ask about space, explain the accommodation layout. If they ask about parking, clarify actual availability, distance and terms.
Avoid unverified details and overly persistent references to past stays. CRM helps retrieve information, but staff must judge whether it is still current and relevant. Even a preference recorded on a previous stay may have changed.
Hello Maria, for the five nights you requested, we have prepared an offer for the accommodation shown below. We have highlighted the services you asked about and the terms, so you can review everything in one summary.
This example does not replace the quote: it introduces the real information and leaves room to check it.
Use design to establish a hierarchy
A clear heading, a few content blocks and adequate spacing help distinguish stay details, price and terms. Choose photographs of the proposed accommodation or clearly identify illustrative images. Too many images can lengthen a message without helping the decision.
Keep essential wording outside images too, so it remains available when email software blocks them. Check readability on a phone and test buttons. An offer that looks good at reception must remain clear on the smaller screen where it will be read.
The templates help staff maintain a consistent style. Prepare them for common situations and update them when services or terms change, so old versions do not remain in circulation.
Choose one main action
After reading, the guest should know how to proceed. Name a booking link accordingly. If reception needs to respond, invite a reply: a “Book” button should not suggest immediate confirmation when the actual step is another enquiry.
You can offer an alternative for questions without giving five different actions equal prominence. In FastReply, availability, prices and links depend on the connected booking engine and its integration features. Check the actual result before sending.
Test the full journey before reusing the template
Send an internal test and open it on a phone. Check guest details, prices, terms, images and link destinations. Ask a colleague to find the total price and next step: if they have to search, revise the hierarchy.
After use, note common questions and update the template. You do not need every possible detail, just clearer information that affects the decision. To connect content with daily work, explore composing personalised offers.
FROM READING TO PRACTICE
From enquiry to a clear proposal
Explore the Composer, available data and offer checks before sending.
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