Bulk SMS for hotels, restaurants and tours: what works
Guests expect a confirmation the moment they book and clear directions before they travel. SMS reaches them on any phone. Offers work too, if you send them only to guests who asked.
What to send, and when
| Message | When to send |
|---|---|
| Booking confirmation | As soon as the booking is made |
| Arrival details or pick-up time | The day before arrival |
| Table reminder | The morning of the booking |
| Thank-you after the stay | The day after check-out |
| Offers and events (opted-in guests only) | A few weeks ahead, no more than a few times a month |
Ask guests before you send offers
Booking confirmations and arrival details are service messages. Offers are marketing, and Kenya's Data Protection Act requires express consent before you use someone's number for them. Add a tick box to your booking form or ask at check-in, and record who said yes.
Ask the marketing question on its own, separate from the booking terms, so each guest's choice is clear.
Offers guests welcome
- Time them for when guests plan: holidays, long weekends and the low season.
- One clear offer, dates and how to book.
- Sign with your property's name and end with an opt-out line.
- Send offers from a separate promotional sender ID on Safaricom.
Timing
Send service messages when they are useful, even at the weekend. Send offers during the day, never late at night, and keep them to a few a month so guests do not opt out.