Mid-Stay Message
A mid-stay message is an automated or manual communication sent to a guest approximately halfway through their reservation. This proactive check-in is designed to ensure guest satisfaction, identify potential issues early, and offer assistance or additional services.
Why it matters
Proactive mid-stay communication demonstrates attentive hospitality, which can prevent negative reviews by resolving issues before they escalate. It also creates opportunities for operators to offer upsells, such as late check-outs or mid-stay cleanings, thereby generating ancillary revenue. This touchpoint reinforces a positive guest experience, which can lead to higher satisfaction, repeat bookings, and stronger guest loyalty.
Operator use case
Operators use mid-stay messages to systematically check on guest satisfaction without being intrusive. For longer stays, this communication can be a crucial checkpoint to address needs like restocking supplies or addressing minor maintenance issues. The goal is to make the guest feel cared for and to identify any friction points in their experience before they become significant problems.
Industry insight
A common mistake is sending generic, robotic-sounding mid-stay messages that lack a clear call-to-action. Guests are more likely to respond to a message that feels personal and directly asks if they need anything specific, such as fresh towels or local recommendations. Another misconception is that more communication is always better; in reality, a single, well-timed mid-stay message is often more effective than bombarding guests with multiple check-ins. For luxury properties, a mid-stay message might be paired with a service like a complimentary refresh, while for more budget-friendly accommodations, a simple, friendly check-in is sufficient. The trend is moving towards more personalized and less frequent communications that add value to the guest's stay.
Tech & tools relevance
Property Management Systems (PMS) are central to executing a mid-stay message strategy, allowing operators to automate the sending of these communications based on triggers like the midpoint of a reservation. These platforms often feature a unified inbox to manage all guest communications in one place. Templates and variables (like the guest's name and property details) within the PMS enable personalized messaging at scale. Some systems also integrate with AI-powered tools that can help draft responses to guest inquiries that may arise from a mid-stay message.
How Hostfully helps
Hostfully enables operators to automate mid-stay messages using templates and triggers. The platform's unified inbox centralizes guest communication from various channels, ensuring that any replies to mid-stay messages are not missed. Operators can create customized message flows that automatically send personalized check-ins at specific points during a guest's stay, using variables to insert details like guest names and property information.