For some clients - estate agents, for instance - this is not an issue. But for hotels it is more complicated. Depending on the booking route the guest took, the hotel may not have an email address prior to check-in. Many of our clients already have a 'collect email address' policy on check-in. But harvesting all guest email addresses is vital if Dialogue is to work at maximum efficiency:
Which leads neatly on to the next point:
Sending the email in time
Guests can post to external sites at any time, but is usual to see reviews begin appearing from the day of check-out onwards.
So - to be a really effective 'safety net' for both guest and hotel - the email should go out as soon as possible after the guest has checked out. We have plenty of experience of hotels 'hoarding' email addresses, and we strongly advise against this. An email in time has a very good chance of heading off a publicly visible negative.
So: two rules...
- Collect all emails
- Send emails on day of check-out