WhatsApp template · Utility
Pre-Arrival Information WhatsApp Template for Hotels & Resorts
A ready-to-adapt WhatsApp message for hotels and resorts, with placeholders, sample values and compliance notes.
When to Send This Message
Send a day before check-in. For hotels and resorts, this is one of the everyday messages that keeps guests informed without a phone call. It works best when it is triggered automatically from your booking, billing or CRM software.
Pre-arrival and in-stay communication shapes reviews and repeat stays.
The WhatsApp Template
Dear {{1}}, we look forward to welcoming you to [Business Name] tomorrow. Check-in is from {{2}}. Please carry a valid photo ID for each guest. Directions: {{3}}
Thank you.[Business Name]
Example with sample values
Dear Mr. Rao, we look forward to welcoming you to [Business Name] tomorrow. Check-in is from 12 noon. Please carry a valid photo ID for each guest. Directions: https://example.com/m/HT1 Thank you.
Replace [Business Name] with your registered brand name. Links shown use example.com as a placeholder; use your own domain.
Placeholders and Sample Values
| Placeholder | Meaning | Sample value |
|---|---|---|
| {{1}} | Guest | Mr. Rao |
| {{2}} | Time | 12 noon |
| {{3}} | Map link | https://example.com/m/HT1 |
Filling in each placeholder
- Guest (sample: Mr. Rao): Use the first name or the salutation the customer gave you; fall back to a neutral greeting if the field is empty.
- Time (sample: 12 noon): Give times with AM/PM or a clear range, and the time zone if the customer may be in another country.
- Map link (sample: https://example.com/m/HT1): Use your own short, recognisable domain; for SMS in India the domain must be whitelisted on DLT, and each variable is usually limited to 30 characters.
This template has 3 placeholders and a body of 169 characters before values are filled in. WhatsApp allows up to 1,024 characters in a template body, but short messages with one clear action get the best response.
Category and Approval
Utility templates must relate to a specific transaction, account or request the customer already has with you, such as a confirmation, reminder or status update. Do not add offers or promotional lines, as Meta may reclassify the template as marketing.
Compliance Checklist
- The customer has opted in to receive WhatsApp messages from your business, and you keep a record of the opt-in.
- Variables are numbered in order and you provide sample values when submitting; avoid starting or ending the body with a variable.
- Links point to your own website or a trusted domain, and button labels are short and clear.
Rules to keep in mind for Hotels & Resorts
Room rates, taxes and cancellation terms shown in ads and messages should match what the guest pays. Guest ID and booking data must be protected under the DPDP Act, 2023, and marketing messages need opt-in.
General guidance, not legal advice. Rules change, so confirm current requirements before launch. See our WhatsApp compliance guide for India.
Tips for Better Results
- Keep one purpose per message; if you need to send a reminder and a document, the reminder should still make sense on its own.
- Use the customer's name and a reference number so the message is easy to trust and to search for later.
Getting the pre-arrival information message right
Send it two or three days before arrival, with the check-in time, directions, parking and an option to request early check-in or airport pickup.
Where this message fits for Hotels & Resorts
Travellers search for destinations and dates, compare prices on booking sites and the hotel's own website, read reviews and look at photos, then book. Between booking and arrival they want directions, check-in details and upsell offers; after the stay, a review request and an offer for the next visit.
Search, metasearch and online travel agencies drive bookings; Instagram shows the experience; WhatsApp handles pre-arrival questions and concierge requests; SMS sends check-in codes and reminders; email nurtures past guests with seasonal offers.
Campaign ideas that pair with this template
- Pre-arrival WhatsApp messages offering room upgrades and airport transfers
- Direct booking offers to past guests ahead of peak season
- Post-stay review requests with a thank-you discount
Need this WhatsApp template set up?
We register, submit and connect templates for you, and send test messages before launch.
Questions About This Template
When should a hotel send the pre-arrival information message?
Send a day before check-in. Automate it from your software where possible so it is never forgotten.
Why is this template in the Utility category?
Utility templates must relate to a specific transaction, account or request the customer already has with you, such as a confirmation, reminder or status update. Do not add offers or promotional lines, as Meta may reclassify the template as marketing.
Can I change the wording?
Yes. Adapt the text to your business, but keep it clear and specific, keep variables in order and submit realistic sample values. Any change to an approved template needs re-approval.
Can DND Teams set this up for my hotel?
Yes. We adapt the template to your business, register or submit it, and connect it to your software or our panel. Share your use case on WhatsApp or through the form.
Related Templates
More WhatsApp templates for Hotels & Resorts
This message on other channels
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