Key takeaways
- A strong welcome letter sets the tone for the stay: It creates a positive first impression and helps guests feel informed and valued from arrival.
- Personalization makes the message more impactful: Tailoring the letter with guest details, preferences and relevant information enhances the overall experience.
- Clear, helpful information improves the guest journey: Including key details like check-in, amenities and contact info reduces friction and builds confidence.
Writing a welcome letter is an art – and like any good art, it’s all about first impressions. While it might not seem like much, it’s your guest’s first written interaction with your brand once they arrive – the little moment that says “we see you, and we’re glad you’re here.”
In this guide, we’ll cover everything you need to know to get your hotel’s welcome letter just right and how your hotel’s welcome letter impacts guest experience.
What is a hotel welcome letter?
A hotel welcome letter is a personalized message for guests – ideally one that combines warmth with all the practical info they’ll need during their stay. It’s a note from your team to say welcome, we’re here for you, and here’s how to make the most of your time with us.
Why is a welcome message important?
A welcome message is a small touch that can make a big impact on how guests perceive their stay from the moment they arrive.
- Sets the tone for the stay: While pre-arrival emails provide key details, the welcome message is your first in-person impression, and it lasts.
- Creates an emotional connection: A personalized note makes guests feel valued and turns a standard stay into something more memorable.
- Enhances returning guest loyalty: A simple “Welcome back” reinforces recognition and strengthens relationships.
- Elevates your brand experience: Done well, a welcome message becomes a meaningful touchpoint that boosts satisfaction and leaves a lasting impression.
What should you include in your hotel’s welcome letter?
A strong welcome letter should strike a balance between being friendly, informative and easy to act on - helping guests feel both welcomed and prepared for their stay.
- Start with a warm, personalized greeting: Use the guest’s name and include a simple thank-you to set a tone of appreciation and care.
- Share essential information: Provide details like Wi-Fi access, check-in/check-out times and how to contact staff for support.
- Highlight key features: Call out standout amenities such as your restaurant, spa, rooftop bar or local recommendations.
- Make communication easy: Clearly explain how guests can reach your team - whether in person, by phone, through an app or via messaging.
- Encourage engagement: Invite guests to share their experience on social media, include your handle or hashtag and consider adding QR codes for offers or feedback.
- Allow for personalization: Adapt your message based on the guest - whether they’re a first-time visitor, returning guest or celebrating something special.
The goal is to make guests feel seen, informed and genuinely welcomed before they’ve even unpacked. For more inspiration, take a look at these 20 tips for the perfect hotel welcome.
4 examples of guest welcome letters
Example 1 – guest welcome letter with special offer
Dear [guest name],
Welcome to [hotel name]. We’re so happy to have you stay with us. To show our appreciation, we’d love to invite you for a complimentary drink at our bar. Simply scan the QR code below to claim your offer.
If you need anything during your stay, the front desk is available 24/7 and the concierge until 9pm. Please don’t hesitate to reach out for anything you need.
Check-in time is 15:00 and check-out is 12:00.
Enjoy our Olympic-size pool and bar area – towels are available at the pool. For extra amenities, housekeeping is just a tap away via your virtual assistant.
We’re thrilled to host you over the next [number of days]. Let us know how we can make your stay exceptional.
Warm regards,
[Hotel name] staff
Example 2 – return guest
Dear [guest name],
Welcome back to [hotel name]. We’re delighted to have you with us again.
During your stay, feel free to enjoy all our services and facilities. And if there’s anything we can do to make your time more comfortable, just ask – our team is always happy to help.
We’re excited to share that we now have a state-of-the-art spa. It’s designed to help you unwind and recharge. Reach out to book an appointment or learn more about the services on offer.
Our staff is available 24/7 should you need anything. We’re grateful you chose to return.
Warm regards,
[Hotel name] staff
Example 3 – special occasion
Dear [guest name],
Welcome to [hotel name]. We’re so happy you chose to celebrate your anniversary with us.
To help you mark the occasion, we’ve left a complimentary bottle of wine in your fridge. If you’d like to book dinner with us – or reserve any of our other services – our front desk team is available 24/7 to assist you.
We’re honored to be part of your celebration. If there’s anything we can do to make your stay even more special, just let us know.
Happy anniversary!
Warm regards,
[Hotel name] staff
Example 4 – first-time guest
Welcome to [hotel name]. We’re excited to host you over the next [number of days].
If there’s anything we can do to improve your stay, don’t hesitate to reach out – in person, on the phone, through our app or via virtual assistant.
Take advantage of our on-site amenities, including the pool, gym, rooftop bar and restaurant. For special events and local tours, check the posted schedule or speak with our concierge.
Thank you for choosing us. We’ll do everything we can to make sure your stay exceeds expectations.
Warm regards,
[Hotel name] staff
How Mews can help you welcome your guest
With Mews, creating and scheduling personalized welcome letters and curated guest experiences becomes seamless – and scalable. Our property management system gives teams the tools to craft meaningful, on-brand communications at every stage of the guest journey.
Dynamic guest profiles make it easy to tailor communication based on preferences, booking history and special occasions. Whether it’s a first-time guest or a returning visitor, you can automate welcome messages that still feel personal and relevant.
You can also deliver these messages across multiple touchpoints - from contactless check-in and in-app messaging to scheduled emails - ensuring guests receive the right information exactly when they need it. And with built-in messaging tools and virtual assistants, your team can respond quickly and keep communication flowing.
The result is a more efficient operation and a more thoughtful guest experience at every stage of the journey.
Ready to elevate your guest experience from the very first moment? Get a demo.
Download our guide 'Perfecting Guest Communication'
What is a hotel welcome letter?
What is a hotel welcome letter?
A hotel welcome letter is a message given to guests upon arrival that greets them, shares key information and sets the tone for their stay.
Why are welcome letters important for hotels?
Why are welcome letters important for hotels?
Welcome letters create a strong first impression, help guests feel valued and provide essential information that improves the overall experience.
What should be included in a hotel welcome letter?
What should be included in a hotel welcome letter?
A welcome letter should include a personalized greeting, key details like Wi-Fi access and check-in/out times, contact information and highlights of your hotel or local area.
Written by
Jessica Freedman
Jessica is a trained journalist with over a decade of international experience in content and digital marketing in the tourism sector. Outside of work she enjoys pursuing her passions: food, travel, nature and yoga.