Mastering Guest Messaging on Expedia & Booking.com: Best Practices for GMs

With more travelers relying on Expedia and Booking.com to communicate before, during, and after their stay, General Managers must ensure their teams are effectively managing guest messages. Quick, professional responses not only improve guest satisfaction but also impact a property’s ranking and review scores. Here’s how to optimize guest messaging on these platforms.

1. The Importance of Quick and Effective Responses

Both Expedia and Booking.com prioritize properties with fast response times, which can enhance visibility in search results. Responding within minutes (rather than hours) can improve conversion rates and guest experience. Consider:

• Setting up alerts to notify staff of new messages.

• Assigning dedicated team members to handle guest inquiries.

• Using response time tracking to identify delays and improve efficiency.

2. Creating Templates for Common Guest Questions

Guests often ask similar questions before their stay. Instead of crafting responses from scratch each time, customizable message templates can save time while ensuring consistency. Some common templates include:

• Booking Confirmation & Welcome Message: “Thank you for choosing [Hotel Name]! We’re excited to host you. Let us know if you have any special requests before your arrival.”

• Early Check-In or Late Check-Out Requests: “We’ll do our best to accommodate your request! Early check-in/late check-out is based on availability, and additional fees may apply.”

• Parking & Transportation Details: “Parking is available for [fee/free]. The nearest airport shuttle is [details] and rideshare/taxi services are also an option.”

• Cancellation and Modification Policies: “Your reservation is subject to the cancellation policy of [Hotel Name]. Please check your booking details or contact us for assistance.”

3. Customizing Responses for Pre-Arrival and Post-Stay Engagement

Both Expedia and Booking.com allow automated messaging, but it’s important to personalize these interactions.

• Pre-Arrival Messages: Send a customized message 1-3 days before check-in with important details, such as check-in times, local attractions, and special offers.

• During-Stay Messages: A quick message after check-in asking if everything is satisfactory can help resolve issues before they appear in reviews.

• Departure & Review Requests: A friendly thank-you message post-checkout can encourage positive feedback. Example: “We hope you enjoyed your stay at [Hotel Name]! If you have a moment, we’d appreciate your review on [Booking Platform]. Safe travels!”

4. Handling Complaints and Negative Feedback Professionally

When a guest sends a complaint through Expedia or Booking.com, responding quickly and professionally can prevent a negative review. Best practices include:

• Acknowledge the issue: “We’re sorry to hear about this experience and appreciate your feedback.”

• Offer a solution: “We’d love to make this right. Please let us know how we can assist you.”

• Move the conversation offline if needed: Provide a direct contact number or email for further resolution.

5. Encouraging Direct Bookings Through Guest Messaging

While third-party platforms are essential for visibility, strategic messaging can encourage guests to book directly in the future. Subtle ways to promote direct bookings include:

• Mentioning exclusive perks for direct bookings (e.g., free breakfast, priority upgrades).

• Offering a discount code for their next stay when booking through the hotel’s website.

• Personalizing follow-up messages with loyalty program invitations.

Optimizing guest messaging on Expedia and Booking.com ensures seamless communication, enhances guest satisfaction, and improves review scores. By leveraging templates, customizing responses, and responding promptly, GMs can streamline operations while delivering exceptional service. Ensuring staff is well-trained in handling these messages will ultimately lead to better guest relationships and increased bookings.

WHG University (Litmos) – Terminated Employee Reporting

To maintain accurate records and ensure compliance within WHG University (Litmos), it’s important that we promptly deactivate access for terminated employees.

What You Need to Do:If you notice a terminated employee still appearing on your Litmos reports or in your Users, please reach out to the Learning & Innovation Team as soon as possible so we can deactivate their account.

Why This Matters:

✅ Helps maintain system accuracy

✅ Ensures only active employees have access to training

✅ Supports data integrity and compliance

Your diligence in reporting these instances is greatly appreciated! If you have any questions, don’t hesitate to reach out to the Learning & Innovation Team.

The Importance of Spring Lifts in Laundry Bins: Safety and Liability Considerations

In the fast-paced environment of hotel laundry operations, efficiency and worker safety are top priorities. One often overlooked but crucial component in laundry management is the use of spring lifts in laundry bins. These mechanisms significantly reduce strain on employees and help mitigate workplace injuries, making them an essential tool in any hotel’s laundry room.

Importance of Spring Lifts

Spring lifts are designed to elevate the base of the laundry bin as items are removed, ensuring that employees do not have to bend excessively or reach deep into the bin to retrieve laundry. This ergonomic design promotes better posture, reduces physical strain, and improves workflow efficiency. Employees can work faster and more comfortably, reducing fatigue and increasing productivity.

Safety Benefits

Without a spring lift, laundry workers must repeatedly bend and reach into deep bins, leading to increased risk of musculoskeletal injuries, particularly in the back, shoulders, and knees. Repetitive lifting and awkward postures are common causes of workplace injuries, which can lead to downtime, medical expenses, and lost productivity. Implementing spring lifts helps prevent:

• Back strain and injuries from excessive bending

• Repetitive motion injuries affecting joints and muscles

• Accidents from improper lifting techniques

By reducing these risks, spring lifts contribute to a safer and more compliant work environment.

Liability Considerations

Failing to implement ergonomic solutions like spring lifts can expose hotels to liability risks. Workplace injuries can result in workers’ compensation claims, OSHA violations, and potential lawsuits. OSHA (Occupational Safety and Health Administration) emphasizes ergonomic workplace practices to prevent injuries, and failure to comply with these standards may lead to costly fines or legal action.

Investing in spring lifts not only protects employees but also demonstrates a commitment to workplace safety and risk mitigation. Hotels that proactively implement these solutions are less likely to face injury-related claims and can maintain a more efficient and compliant operation.