Email Marketing Tips to Connect with Hotel Guests


In our world today, where almost everything happens online, it’s crucial for hotels to connect with their guests using email. Email marketing is like a magic wand for hotels. It helps them talk to their guests, share important news, and keep guests coming back for more visits. If you run a hotel and want your guests to have a great experience, learning how to use email effectively is a must. This article is like a treasure map. It will show you how to send emails that your guests will love to open and read. We’ll cover some straightforward yet powerful tips to make sure your emails don’t just end up in the trash. By the end, you’ll know how to make each email special for your guests, making them look forward to staying at your hotel again.

Key Takeaways

Before diving into the depths of email marketing strategies, let’s outline the key takeaways you should expect from this article:

  • The importance of crafting personalized subject lines to increase open rates.
  • Strategies for segmenting your email list to send more targeted and relevant messages.
  • Tips for incorporating compelling visual content that captures the attention of your guests.
  • Best practices for timing and frequency to keep your guests engaged without overwhelming them.
  • How to use feedback and analytics to refine your email marketing strategy continually.

Personalized Subject Lines

Imagine you’re walking down a busy street full of shops. Each shop has a sign out front. Now, think about what would make you stop and enter one of these shops. Maybe it’s a sign with your name on it or a message that seems like it was just for you. This is what a personalized subject line does in email marketing. It’s the sign that makes you want to “enter” the email, or in other words, open it.

When you send an email to a guest, the first thing they see isn’t the nice pictures or the special offers inside. It’s the subject line. Making this small piece of text personalized is a powerful way to grab your guest’s attention. How do you do that? Begin with the basics, like adding the guest’s name. It’s like calling someone by their name in a crowd. They’re more likely to turn around and listen to what you have to say.

But don’t just stop with their name. Think about what they’ve enjoyed in the past during their stays at your hotel. Have they dined at your restaurant? Did they enjoy a particular service like the spa? Use this information to make your subject line even more personal. For example, “John, craving our signature steak again?” or “Mary, relax with another spa weekend?” These subject lines show your guests that you remember them and care about their preferences.

Here are some golden rules to make your personalized subject lines even more effective:

  1. Use Guest Data Wisely: Collecting information about your guests’ preferences and past stays is like gathering puzzle pieces. When you put these pieces together in the subject line, it creates a picture your guest wants to see. It shows them that you understand and value what they enjoy.
  2. Test and Learn: Not every subject line will be a hit, and that’s okay. Try out different ones to see which gets more people opening your emails. Maybe your guests love a playful tone, or perhaps they prefer something more straightforward. Testing helps you learn what works best.
  3. Keep It Short and Sweet: In a world where we’re constantly bombarded with information, simplicity stands out. A short, clear subject line is easy to read, especially on mobile phones, which is where most people check their emails. Plus, if your subject line is too long, it might get cut off, and your guest will miss the best part.

By focusing on personalization, you’re not just sending another email. You’re sending a message that says, “I remember you, and I value what you like.” This approach doesn’t just increase the chances of your email being opened; it builds a stronger connection between your hotel and your guests, making them feel truly special.

Segmented Email Lists

Imagine you’re having a big party with all sorts of guests: young, old, friends who love loud music, and neighbors who prefer quiet chats. You wouldn’t play the same music for everyone, right? You’d change the tunes to make sure everyone enjoys the party. This is what segmenting your email list is all about. It’s about knowing your guests well enough to send them messages they’ll actually like.

Hotels have guests coming in for all sorts of reasons. Some are there on business, needing a quiet place to work. Others are on vacation, looking for adventure. By dividing your email list into different groups, or segments, you can send messages that speak directly to what each guest cares about. For example, business travelers might get tips on relaxing after a long day, while families might receive a guide to the best local parks.

To get your segmented email lists right, here are some steps to follow:

  1. Keep Your List Clean and Updated: Think of your email list like a garden. Over time, some plants might not do so well, and weeds might pop up. Regularly checking your list and removing outdated information (like old email addresses) keeps your garden healthy. This way, when you send out an email, it goes to guests who really can visit your hotel.
  2. Listen to Your Guests: Feedback is like a treasure map. It shows you what your guests like and don’t like. Use surveys or comments from guests to learn more about them. This information helps you create segments that are even more specific, making your emails more interesting to each guest.
  3. Create Special Offers for Each Group: Now that you know who your guests are and what they like, you can make offers that they’ll find hard to resist. If you know a group of guests loves dining at your hotel, send them a special deal for your restaurant. This personalized approach makes guests feel special and more likely to book a stay.

Compelling Visual Content

A good story can transport people to another place, and pictures do this even faster. When you add beautiful, high-quality images to your emails, you’re not just sending a message; you’re inviting guests into a story. This story can be about the relaxing holiday they can have at your hotel, the delicious meals they can enjoy, or the breathtaking sights they can visit nearby.

For emails that guests will love to open, keep these tips in mind:

  1. Choose High-Quality Images: Just like in a photo album, you want only the best pictures to show your guests. Make sure the photos of your hotel and surroundings are clear, bright, and inviting. Slow-loading or blurry images can frustrate guests and might make them close your email before they’ve even seen what you have to offer.
  2. Describe Your Images: Not everyone can see the images in your emails due to internet issues or visual impairments. Use alt text (a short description of an image) for each picture. This way, everyone can know what you’re showing, even if they can’t see the images directly. It also helps with SEO, making your email more likely to reach your guests.
  3. Find the Right Balance: Imagine opening an email and it’s all pictures, with hardly any words. It might look nice, but it doesn’t tell you much. Or, if it’s all text with no pictures, it might feel like homework. The key is balance. Use pictures to catch your guests’ attention and text to give them the details they need. This combination keeps your emails interesting and informative.

Timing and Frequency

When to send an email and how often can feel like guessing when to jump into a double dutch jump rope game. You want to jump in at just the right moment, not too early and not too late, and you certainly don’t want to jump in too often and trip over the ropes. This is what we’re doing when we decide on the timing and frequency of emails to our hotel guests. It’s all about finding that perfect moment when they’re most likely to read and enjoy our emails without feeling overwhelmed by too many messages.

Here’s how to get it right:

  1. Understand the Seasons and Booking Patterns: Just like how ice cream shops get more visitors in summer, hotels have their own busy times and slow times. Maybe your hotel is packed during the holiday season or when a big local event happens. Send your emails when people are starting to plan their trips, which could be months or weeks before these busy times. This way, your hotel is at the top of their mind when they’re deciding where to stay.
  2. Experiment with Timing and Frequency: Think of this as trying out different recipes to see which one tastes the best. Maybe your guests like a weekly update, or perhaps they prefer only getting emails when there’s a special offer. Try sending emails at different times and days to see when you get the most opens and clicks. This might take some time, but it’s worth it to find out what works best for your guests.
  3. Watch for Signs You’re Sending Too Many Emails: If you’re at a party and someone keeps talking to you non-stop, you might start looking for a way to escape. It’s the same with emails. If guests start unsubscribing from your list, it might be a sign you’re sending too many emails. Pay attention to these signals and adjust how often you’re sending messages so your guests look forward to your emails instead of feeling bombarded.

Feedback and Analytics

Feedback and analytics are like the compass and map for your email marketing journey. They help you understand if you’re going in the right direction or if you need to adjust your path. By looking at how many people open your emails, click on links, or make a booking, you can see what’s working and what’s not. And when you ask your guests directly what they think about your emails, you get precious insights that numbers alone can’t give you.

To make the most out of feedback and analytics:

  1. Use A/B Testing: This is like showing two versions of a poster to see which one more people like. With emails, you can change one thing at a time, like the subject line or the picture you use, and see which version gets a better response. This helps you understand what makes your guests want to open and read your emails.
  2. Ask Your Guests What They Think: Just like how a teacher asks students if the lesson makes sense, you can ask your guests what they think about your emails. Use surveys or just a simple question at the end of your emails asking for their opinion. This direct feedback is incredibly valuable for making your emails better.
  3. Regularly Check Your Email Performance: Keeping an eye on your email analytics is like checking the weather before you go out. It helps you plan better. If you notice that fewer people are opening your emails or that a certain type of email gets a lot of clicks, you can use this information to adjust your strategy. Make it a habit to review your email performance regularly to keep improving.


1. What is email marketing?

Email marketing is when a hotel sends emails to people who have stayed there before or have shown interest in staying. These emails can share news, special deals, or tips to make their stay better.

2. Why is it important for hotels?

It helps hotels stay in touch with guests, making them feel special and thought of. This can encourage guests to book another stay and even recommend the hotel to friends and family.

3. How often should a hotel send emails to its guests?

It’s best to send emails not too often to avoid annoying your guests. Maybe once a week or only when there’s a special deal or important news to share. Always watch how guests react and adjust accordingly.

4. What should be in the subject line of an email?

The subject line should be short, clear, and interesting. Using the guest’s name and mentioning something they like or have used before at the hotel can make them more likely to open the email.

5. Can I just send the same email to everyone?

It’s better to send different emails to different groups of guests. For example, business travelers might like different information or offers than families on vacation. This is called segmenting your email list.

6. How do I know if my email marketing is working?

Check things like how many people open your emails (open rates) and how many click on links inside the email (click-through rates). If these numbers are good, your emails are probably working well.

7. What is A/B testing in email marketing?

A/B testing is when you send two versions of an email to see which one people like more. You might change the picture or the subject line to see which one gets more opens or clicks.

8. How important are pictures in emails?

Very important. Good pictures can make an email much more interesting and can help tell the hotel’s story. Just make sure they load fast and look good on phones too.

9. What do I do if many guests unsubscribe from my emails?

If many guests are leaving your email list, it might mean you’re sending too many emails or they’re not finding them interesting. Try sending them less often or changing what’s in them to make them more engaging.

10. How can I make my guests feel special with email marketing?

Use their name in emails, remember what they liked about their last stay, and send them offers that match their interests. Showing that you remember and care about them can make a big difference.


Email marketing is a potent tool for engaging hotel guests, but it requires a thoughtful approach to truly resonate. By personalizing your communications, segmenting your audience, utilizing compelling visuals, optimizing timing and frequency, and continuously refining your strategy through feedback and analytics, you can create an email marketing campaign that not only reaches your guests but also deeply connects with them. Remember, the goal is to make each guest feel valued and excited about their stay, turning one-time visitors into loyal patrons.

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