Guest Communication Policy - Reservations
Written by Artyom Meltonyan
Updated at September 2nd, 2025
- Policy & Procedures
- Check-In / Check-Out
- Booking Related
- Payment Related
- Property Related
- Privacy, Safety & Awareness
- Complaints & Requests
- Procedures, Policies & Guides
- Fujairah Branch
- Business Development
- Vacation and Leave Policies
- POLICIES
- POLICIES
- POLICIES
- Reservation Policies
- Guest Relation Policies
- POLICIES
- POLICIES
- POLICIES
- PROCEDURES
PURPOSE
The purpose of this policy is to establish guidelines for responding to inquiries from potential guests interested in booking accommodations at Deluxe Holiday Homes. By providing timely and accurate responses, we aim to enhance guest satisfaction and maximize booking opportunities.
SCOPE
This policy applies to all staff members involved in communicating with potential guests, including front desk staff, reservation agents, and customer service representatives.
ROLES AND RESPONSIBILITIES
| Responsible | Description |
| Reservation Team | Responsible for initiating and managing pre-arrival communication with guests for future bookings. |
| Guest Support Team | Responsible for initiating and managing pre-arrival communication with guests for same day bookings. |
POLICY
- Prompt Response: All inquiries received via phone, email, or online booking platforms should be responded to promptly, preferably within 30 minutes of receipt.
- Personalized Communication: Responses to inquiries should be personalized and tailored to address the specific needs and preferences of the potential guest.
- Provide Detailed Information: Ensure that inquiries are addressed comprehensively, providing detailed information about available accommodations, amenities, pricing, and booking procedures.
- Availability Confirmation: If the requested dates are available, confirm availability promptly and provide instructions on how to proceed with the booking process.
- Alternative Options: If the requested dates are not available, offer alternative accommodation options or suggest flexible dates to accommodate the guest's needs whenever possible.
- Follow-Up: In cases where a response requires additional information or follow-up, ensure that the guest is kept informed of the progress and provide updates as soon as possible.
- Professionalism and Courtesy: Maintain a professional and courteous demeanor in all communication with potential guests, ensuring a positive impression of Deluxe Holiday Homes.
- Document Communication: Record all communication with potential guests in the Property Management System (PMS) or HubSpot for future reference and follow-up.
Policy Review:
This policy is subject to periodic review and revision to ensure it remains current and effective in managing damages and protecting the integrity of Deluxe Holiday Homes properties.