What’s Missing in Your Hotel's Guest Engagement Strategy?

A solid guest engagement strategy is more than a ‘nice-to-have'—it’s a necessity. Yet many hotels struggle to build a guest engagement strategy that truly resonates. If you’re not seeing the results you’d hoped for, it might be time to step back and identify the gaps. 

Here are some common areas where guest engagement strategies often fall short—and how to address them: 

1. Personalization Without Overload

Guests appreciate tailored experiences, but too much information or irrelevant messaging can feel intrusive. Are you using guest data to send the right message at the right time? For example, instead of a generic pre-arrival email, highlight amenities or activities based on past stays or preferences.

2. Missed In-Stay Opportunities

Every guest interaction during their stay is a chance to enhance their experience—and drive revenue. Are you sending timely in-stay messages about upgrades, dining specials, or spa appointments? Even a simple “How’s your stay so far?” can make a huge difference.

3. Seamless Multi-Channel Communication

Today’s travelers expect seamless communication across channels, from email to SMS to in-app messaging. Is your strategy consistent and integrated, or are guests receiving mixed messages? Ensure all touchpoints work together for a smooth experience.

4. Proactive Problem Solving

Guests don’t always complain directly when something goes wrong—they just won’t come back. Are you monitoring feedback and acting swiftly to resolve issues during their stay? Tools that allow instant feedback collection can prevent small problems from escalating.

5. Post-Stay Engagement

Are you maintaining contact with guests after they leave? A thoughtful thank-you message, a request for a review, or a personalized offer for their next visit can nurture loyalty and drive repeat bookings.

How to Start Bridging the Gaps

Creating a cohesive guest engagement strategy doesn’t have to be overwhelming. The key is to focus on meaningful, timely interactions that enhance the guest experience rather than complicate it. By using technology platforms, like LasoExperience, to automate and optimize communications, you can ensure every guest feels valued—before, during, and after their stay.

Start by assessing your current strategy. What’s working well? Where are guests disengaging? From there, focus on the areas where small improvements can lead to big results.

If you'd like to put your guest engagement strategy on autopilot - let's talk!

About LasoExperience: LasoExperience is a guest experience platform that helps hotels build meaningful relationships with guests. The platform fits in the guest journey right after booking, leading the guest through their stay from pre-stay communication, onboarding, mobile key, recommendations, offers, room upgrades, concierge service, follow-up and future bookings.