First impressions matter — especially in hospitality. A guest’s arrival sets the tone for their entire stay, and a thoughtful welcome message can transform that moment from routine to remarkable.
In this guide, we’ll show you how to craft effective welcome messages that feel personal and on-brand. You’ll learn how to streamline the process with automation tools and get access to ready-to-use templates you can tailor to your property. Let’s get started.
Key highlights:
Learn how welcoming and greeting guests makes a positive first impression.
Get customizable templates you can use for a variety of scenarios.
Discover how to automate personalized welcome messages with Canary's Guest Messaging.
The Art of Hotel Welcome: Why First Impression MattersWelcoming your hotel guest properly sets the tone for their entire stay. It’s an important part of the guest journey — it helps to build loyalty, increases positive sentiment and even provides an additional channel for upsells.
In addition to a kind in-person greeting, a warm welcome message for a guest is a great way to show your hotel is willing to go above and beyond. If you haven’t started a welcome message program yet, here are some of the key benefits:
Creates a welcoming atmosphere: Welcoming and greeting the guest makes them feel appreciated from the moment they arrive.
Provides important information: Welcome messages can include vital info such as Wi-Fi access, breakfast options and amenity hours.
Sets expectations: Letting guests know what they can expect from their stay prevents misunderstandings and helps ensure they have a positive experience.
Presents upsells naturally: A welcome message is a good opportunity to present extra amenities and add-ons.
Key Elements of Welcoming and Greeting Guests
Whether in person or via a message, welcoming a guest in a hotel sets the tone for your service and hospitality standards. Here are five key elements hotels can use to create a warm, seamless welcome experience.
Personalization Is Paramount
Guests want a stay that feels tailored, so a generic “hello” often misses the mark. Greeting a guest by name, referencing their loyalty status or acknowledging the reason for their trip (like a birthday or anniversary) adds a thoughtful touch.
Timeliness and Efficiency
A timely welcome, delivered at just the right moment, creates a sense of ease and professionalism. Whether that means greeting guests the as soon as they enter the lobby or sending a pre-arrival message, a quick welcome shows respect for their time and sets the tone for a frictionless stay.
Warmth and Authenticity
The tone of your guest greeting (whether spoken or written) matters just as much as the words. A friendly smile, eye contact or a personalized digital welcome message with a warm tone begins rapport building immediately. Remember, hospitality shouldn’t feel scripted, so authenticity is key.
Providing Essential Information Clearly
A great welcome doesn’t end with a smile. Guests also need clear, helpful information about their stay. This includes Wi-Fi access, amenity hours, dining options, how to reach the front desk and local recommendations. Whether shared verbally, through a Digital Compendium or via an automated message, clarity and brevity ensure guests feel informed.
Consistency Across All Channels
Your welcome should feel cohesive, whether it's happening in the lobby, via text or through an email. The tone and messaging across digital and in-person touchpoints should reflect your hotel’s personality, whether that be upscale and polished or laid-back and friendly. A consistent voice builds trust and reinforces your brand from the very first interaction.
How to Write the Perfect Welcome Message for Hotel Guests
Crafting the perfect guest welcome message requires thoughtfulness so you make the right impression. Here are a few key elements to consider when writing your welcome messages:
Warmth: Start your messages off with a warm greeting to make the guest feel valued.
Introduction: Introduce yourself and your hotel. Thank the guest for choosing to stay with you and mention any special amenities or features that may be of interest to the guest.
Information: Provide important information about the guest’s stay and set expectations. If your pool will be closed throughout the duration of their stay, be sure to let them know. The guest might be disappointed, but not as disappointed if they found out after going down in their bathing suit and robe. You can also include QR codes to menus or further information.
Personalization: Personalize the greeting by using the guest’s name and mentioning any special requests or preferences the guest has indicated. This will show that you have paid attention to their needs.
Invitation: Invite the guest to contact you or the front desk should they need anything throughout their stay.
Farewell: End the message by wishing them a wonderful stay. You may also add the hotel’s social media handles and hashtags to encourage them to tag you in any photos they might upload.
7 Expert Welcome Message Templates for Any Guest Scenario
Time to start drafting a hotel greeting message for your guest? To get you started, here are seven customizable templates for different types of guests.
Template 1: For the First-Time Guest
This automated message for first time guests is perfect for setting the tone during a person’s initial stay at your property.
Dear Mr./Ms [Guest Name],
Welcome to [Hotel Name]! We are delighted to have you as our guest and are committed to providing you with a comfortable and memorable stay.
As a first-time guest, we want to ensure that you have a seamless and enjoyable experience with us. Our friendly and knowledgeable staff are available 24/7 to assist you with any questions or concerns you may have.
During your stay, we invite you to explore our hotel and take advantage of the many amenities and services we offer. From our well-appointed rooms and suites, to our state-of-the-art fitness center and on-site restaurant, we have everything you need to make your stay with us as comfortable and convenient as possible.
We also want to ensure that you feel safe and secure during your stay with us. Our hotel has implemented enhanced cleaning and sanitation procedures to ensure the health and well-being of all of our guests and staff.
Thank you for choosing [Hotel Name] for your stay. We hope that this is just the first of many visits and that you will feel at home with us.
Yours sincerely,
[Your Name]
[Hotel Name]
Template 2: For Returning Guest
This welcome note is for a returning guest in a hotel. It’s a great way to show gratitude for their loyalty and also highlight any changes that have been made to the property since their last visit.
Dear Mr./Ms [Guest Name],
Welcome back to [Hotel Name]! We are thrilled to have you as our returning guest and are honored that you have chosen to stay with us again.
We hope that your previous stay with us was memorable and that you enjoyed our hotel's amenities and services. As a returning guest, you can expect the same high level of quality and hospitality that you experienced during your previous visit.
We have some exciting new developments since your last visit, including new menu items at our restaurant and enhancements to our fitness center. We look forward to sharing these new features with you and ensuring that your stay with us is even better than before.
Please let us know if there is anything we can do to make your stay more comfortable or enjoyable. Our staff is available 24/7 to assist you with any requests or arrangements you may need.
Once again, thank you for choosing [Hotel Name]. We are honored to have you as our returning guest and look forward to creating more memorable experiences with you.
Yours sincerely,
[Your Name]
[Hotel Name]
Template 3: For the VIP Guest
If you have VIP guest coming to visit, such as someone with the highest tier of loyalty status or visiting for an official reason, this template provides a warm, VIP-level welcome.
Dear Mr./Ms [Guest Name],
On behalf of everyone at [Hotel Name], it is our pleasure to welcome you as our VIP guest. We are honored that you have chosen to stay with us and are committed to providing you with an exceptional experience.
As our VIP guest, you can expect the highest level of personalized service and attention to detail. We understand that your time is valuable, and we want to ensure that your stay with us is seamless and stress-free.
Our staff is available 24/7 to assist you with any requests or arrangements you may need, from arranging transportation to making dinner reservations at the finest restaurants in town. We are dedicated to making your stay with us as comfortable and enjoyable as possible.
In addition to our standard amenities and services, as our VIP guest, you will also have access to exclusive privileges and benefits, such as a private check-in area, complimentary room upgrades (subject to availability), and a dedicated VIP concierge service.
Thank you for choosing [Hotel Name] for your stay. We are honored to have you as our VIP guest and look forward to creating a truly unforgettable experience for you.
Yours sincerely,
[Your Name]
[Hotel Name]
Template 4: For Guests on a Special Occasion
If a guest has mentioned a special occasion in their booking notes, acknowledging that in the welcome message shows you’re committed to supporting their celebration.
Dear Mr./Ms [Guest Name],
Welcome to [Hotel Name]! We’re delighted that you’ve chosen to spend your anniversary at our property. We are committed to providing you with a truly memorable experience to mark this momentous occasion.
We have taken special care to craft you a memorable stay. As a congratulations from the entire team, you’ll find a complimentary bottle of champagne in an ice bucket, some handmade, locally-made chocolates, and some fresh cut flowers.
Your pre-arranged couples massage is booked for 4:30pm tomorrow. Please arrive fifteen minutes beforehand to enjoy a complimentary glass of prosecco or fresh juice.
Should you need anything throughout your stay do not hesitate to let us know. Our staff members are available night and day to assist you.
Thank you again for choosing [Hotel Name]. Have a wonderful stay.
Yours sincerely,
[Your Name]
[Hotel Name]
Template 5: For Guests With Pets
Don’t forget to welcome your furry guests, too! For travelers with pets, sharing essential information will help them settle in and be aware of any pet-specific rules throughout the property.
Dear [Guest Name] and [Pet Name],
We are delighted to welcome you both to [Hotel Name]! We understand that pets are an important part of the family and we are committed to providing a comfortable, enjoyable stay.
As a pet-friendly hotel, we have taken extra steps to ensure that you and your furry-friend feel at home. Your room has been equipped with a pet bed, food and water bowl, and complimentary toys. We do, however, ask that you keep your dog on a leash when in public areas and that you pick up after your pet.
Should you need anything throughout your stay do not hesitate to let us know. Our staff members are available night and day to assist you.
Thank you again for choosing [Hotel Name]. Have a wonderful stay.
Yours sincerely,
[Your Name]
[Hotel Name]
Template 6: For the Luxury Hotel Guest
In a luxury hotel, you want to take care to highlight all the details about your property that make it stand out from the rest. From amenities to the level of service one can expect, you can outline it all here.
Dear Mr./Ms [Guest Name],
On behalf of the entire team, it is our pleasure to welcome you to [Hotel Name]. We are thrilled to have you as a guest.
Our hotel offers a wide range of amenities and services. From our well-appointed rooms and suites, to our world-class dining and spa facilities, we are committed to providing you with a truly memorable experience.
During your stay, we invite you to indulge in our award-winning restaurants, which offer a variety of gourmet cuisine and fine wines. Our spa and fitness center are also available for your relaxation and wellness needs, and we offer a range of treatments and services to help you unwind and rejuvenate.
If you require any assistance during your stay, please don't hesitate to contact our 24-hour concierge team, who are available to assist with any requests or arrangements you may need. Whether you need transportation, recommendations for local attractions, or assistance with reservations, we are here to help.
Once again, welcome to [Hotel Name]. We are honored to have you as our guest and look forward to exceeding your expectations.
Yours sincerely,
[Your Name]
[Hotel Name]
Template 7: For the Limited-Service or Budget Property
With a limited-service property, setting expectations is key for a good stay. Here you can share essential information and amenities so it’s clear what is and is not offered.
Dear Mr./Ms [Guest Name],
Welcome to [Hotel Name]! We are excited to have you stay with us and hope you have a comfortable and enjoyable visit.
We offer comfortable and clean accommodations that are perfect for business or leisure travel. We are located nearby many restaurants, shops, and attractions, making it easy for you to explore the area on foot or by public transport.
Throughout your stay, don't hesitate to reach out should you need anything. Our friendly staff members are available night or day to assist you.
We offer complimentary breakfast in the morning, which includes a variety of items to help you start your day off right. We also offer free Wi-Fi access throughout the hotel.
Thank you for choosing [Hotel Name] as your home away from home. We look forward to providing you with a comfortable and memorable stay.
Yours sincerely,
[Your Name]
[Hotel Name]
Who is Responsible for Writing Welcome Messages to Guests?
The responsibility of writing hotel welcome messages to guests can vary depending on the size and structure of the property. Generally, it is the duty of the front office, director of rooms or even the general manager. However, larger hotels may have dedicated guest experience or marketing teams that handle the task.
To automate this task, consider implementing guest-facing technology, such as Canary’s Guest Messaging. This ensures that guests get the same type of welcome regardless of who is on duty, and frees up time for staff to focus on other things.
Best Ways to Deliver Your Hotel Welcome Message
Guest messages can be sent in a variety of ways. The best one for your hotel will largely depend on what best represents your brand and speaks to your guests.
Five-star traditional hotels, for example, might opt for printed or handwritten letters on high-quality stationery. If your hotel is limited-service or sustainability-focused, you may prefer to send messages via email or text message.
Here are the ways you can send welcome messages to hotel guests:
Email: You can send welcome messages to guests via email, either before the guest arrives or shortly after they check in.
In-room: You can leave welcome messages in the guest's room, such as a personalized note or a welcome package.
Mobile check-in: If you use digital check-in technology, you can include a guest welcome letter as a part of the flow. This may be a quick and easy way to automate the process.
Guest messaging: You can send welcome messages to guests via text message (e.g., SMS, WhatsApp, etc.), which is a convenient way to communicate important information quickly and easily.
Hotel app: You can send guests a welcome message through your hotel app if guests are signed up prior to their stay. This way, you can send out push notifications or utilize chatbots or in-app messaging.
Automating Your Welcome: How Technology Can Elevate Your Guest Greeting
If you’d like to begin sending welcome messages to guests, getting started is easy! Technology like Canary’s Guest Messaging allows you to create multiple templates and use rules to automatically send messages. For example, you can save a templated, automated message for first-time guests, or have one on-hand to use for guests celebrating a special occasion.
Whether you handwrite, email or text guests a welcome message, this simple act has a huge impact on your hotel’s guest satisfaction scores and reviews. It creates a positive first impression, provides important information, makes guests feel at home and sets expectations for their stay. If you’d like to see how it works, book a demo today.
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