Sign in Subscribe
2 min read Guest Experience

Everyone’s obsessing over AI — but your guests still don’t get a welcome email

You're not ready for AI if your guests are still asking where the Wi-Fi is. Let's fix the basics before chasing buzzwords.
Everyone’s obsessing over AI — but your guests still don’t get a welcome email

Before you automate, maybe… communicate?

AI this, AI that. Your LinkedIn feed is full of “how I automated my life” posts. But meanwhile, your guests are still arriving without knowing the Wi-Fi password.

AI is everywhere.

You’ve got property managers experimenting with ChatGPT for guest messaging, virtual co-hosts promising to replace your team, and LinkedIn gurus pitching “5 AI prompts that booked me out for 6 months.”

But let me ask you something real:
Did your last guest get a clear, friendly welcome message before arrival?
Or did they show up asking where to park… again?

Yeah. That.

Let’s get one thing straight:

AI doesn’t fix broken workflows. It scales them.

If your communication is sloppy, automating it won’t help — it’ll just spread the chaos faster.

You’re not “early to tech” if your guest experience still looks like this:

  • Booking confirmed… but no follow-up.
  • Arrival instructions? Buried in a PDF.
  • Welcome message? Generic. Robotic. Misspelled.
  • Local recs? A list you copied from Yelp in 2019.

You don’t need AI.
You need to stop ghosting your guests.

The Tech Obsession Is a Distraction

Don't get me wrong — I'm pro automation.
But not at the expense of actual hospitality.

Everyone’s trying to “scale” before they’ve even built trust.
They’re adding bots, flows, funnels, and CRMs...
… but can’t even write an email that sounds human.

And when the reviews start dipping? They blame Airbnb’s algorithm.

Do This First:

Before you plug in GPT-4, try plugging in:

  • A simple welcome flow (confirmation, arrival, mid-stay, post-checkout)
  • A clean, mobile-friendly guidebook
  • Clear instructions sent at the right time
  • A tone of voice that sounds like a person, not a tech brochure

These aren’t revolutionary ideas. They’re just overdue.

The hospitality industry doesn’t need more robots.
It needs more clarity. More care. And a bit more common sense.

Want to really stand out?

Use tech to be more human — not less.

Published by:

Rafael Motta

You might also like...

29
Jul
Hospitality isn’t a basket of snacks — it’s a system

Hospitality isn’t a basket of snacks — it’s a system

You can’t scale a great experience with granola bars and wine. If you want repeat guests and 5-star reviews, hospitality has to be a system.
3 min read
28
Jul
Stop Competing on Airbnb — Build a Brand People Search For

Stop Competing on Airbnb — Build a Brand People Search For

Every STR host is fighting for scraps on Airbnb. Want more control, more bookings, and more margin? Then build a brand people actually search for.
3 min read
28
Jul
Your property isn’t premium — it’s just expensive

Your property isn’t premium — it’s just expensive

If your price screams premium but your guest experience whispers "average," you’re not high-end — you’re just overpriced. Here’s how to fix it.
3 min read
26
Jul
Bad photos are killing your bookings — and you don’t even know it

Bad photos are killing your bookings — and you don’t even know it

Your STR isn’t overpriced. It just looks like a Craigslist listing. Here’s how to fix the photo problem that’s silently draining your revenue.
3 min read
26
Jul
No one books a hot tub. They book a feeling.

No one books a hot tub. They book a feeling.

You’re not selling a hot tub. You’re selling the memories made in it. Guests book emotion—not amenities. Here’s how to make that shift.
2 min read