Most guest emails are the same dozen questions in different words. The difference between a reply that wins the booking and one that loses it is rarely the policy. It is whether the answer is specific, quick and sounds like a person who wants them to come.
Below are six questions, what a good reply must contain, and an example. The hotel and guests are examples; replace the facts with yours and write in your own voice.
1. “Can we check in early?”
Must contain: the honest answer, the earliest time you can promise, what they can do until then (luggage, breakfast, parking), and any cost.
Dear Anna, thank you for letting us know. Your room will be ready from 11:00 on Friday, and a cot is already noted. Until then your luggage is safe with us and breakfast runs until 10:30, so you can start the day on the terrace. See you on Friday.
Why it works: it answers before it explains, and it turns “not yet” into something to look forward to.
2. “Can we keep the room until later?”
Must contain: yes or no, until what time, the price if any, and an alternative if no.
Of course. Late check-out until 15:00 is confirmed, no charge. If your flight is delayed, you are welcome to use the shower by the pool before you leave.
3. “Can we bring our dog?”
Must contain: your actual policy (size, fee, which rooms, where dogs can and cannot go) and one thing that shows you mean it.
Yes, dogs are welcome. We accept dogs up to 10 kg in our garden rooms for €15 per night, and we will leave a bowl and a blanket in the room. Dogs can join you on the terrace but not in the breakfast room. What is your dog’s name?
Why it works: the last line is optional, but it is the kind of sentence guests remember.
4. “There’s a strike. Can we cancel?”
Must contain: what their rate allows, what you can do beyond it, and a clear next step. Never promise what the policy does not allow without saying it is an exception.
We are sorry the strike is affecting your plans. Your rate is flexible, so you can cancel free of charge until 48 hours before arrival. If you would rather move the dates instead, we can hold the same room for any week in May at the same price. Just reply with the dates.
5. “It’s her birthday. Can you arrange something?”
Must contain: one or two concrete options with prices and times, and a question that lets them say yes in one word.
How lovely. We can set a table for two on the terrace at 20:30 with the sunset on your side, and our chef can prepare a small cake for €18. Shall I reserve it?
6. “Do you have availability for these dates?”
Must contain: availability checked, the room, the total price for their dates, what is included, how to book directly, and how long you hold the offer.
Thank you for your enquiry. For 12 to 16 June we have a Sea View double available at €142 per night, €568 in total including breakfast and VAT. I can hold it for you until Thursday evening; to confirm, reply to this email or book here [link]. Booking directly, you can cancel free of charge until 7 days before arrival.
Why it works: the guest has everything needed to decide, and a reason to decide now.
What every reply has in common
- The answer comes first. Explanations after.
- Facts, not adjectives. A time, a price, a room name.
- One next step. Reply, book, choose a time.
- Their name and their details. The cot, the dog, the flight.
- Your voice. If you would say “of course” at the desk, write “of course”.
Making it fast
The slow part is not writing; it is checking availability, prices and policies for each reply. That is what Hotelhand automates: it reads the email, checks your booking system, drafts the reply in your voice from your own past emails, and leaves it in your inbox for you to approve.
