Personalisation isn’t just a nice-to-have anymore. It’s what guests expect. But delivering it can take time and effort — unless you know how to use tools like ChatGPT.
Used well, ChatGPT can help you save hours, improve your messaging, and create tailored guest experiences without extra tech or training.
Willen Rabsztyn from Bookboost.io has some great ideas to get started:
1 Train ChatGPT on Your Hotel Brand
Before you start asking it to write anything, give ChatGPT context, tell it:
- What makes your hotel or resort unique
- What kind of language and tone you use
- Who your typical guests are
- What services and experiences you offer
Example: If you’re a city-centre hotel focused on business travellers, mention your location, in-room desks, fast Wi-Fi, and meeting spaces. If your property is family-friendly, highlight play areas, family suites, or kid-friendly menus.
You should also define your tone. Do you want to sound casual and friendly? Or polished and professional? Be specific — it helps the AI sound like you, not like a robot.
Tip: Make a list of words or phrases you don’t want it to use. This stops generic or overly formal language from creeping in.
2 Break Down Your Guest Segments
You can’t personalise if you treat everyone the same. Think about your key guest types:
- Business travellers
- Couples
- Families
- Solo travellers
- Long-stay guests
Each group has different priorities. Business guests want quiet rooms, reliable tech, and good coffee spots. Families want space, activities, and easy meal options.
You can even feed ChatGPT some basic guest data — such as who books most often, or who tends to leave the best reviews, to help it understand which guests to focus on.
3 Map the Journey Step-by-Step
Once you’ve segmented your guests, look at each stage of the guest journey:
- Booking
- Pre-arrival
- Check-in
- During the stay
- Check-out
- Post-stay follow-up
For each one, ask:
- What does the guest need here?
- What do you want to achieve? (More upsells? Better reviews? Repeat bookings?)
- How can ChatGPT help?
Example: At pre-arrival, you could use ChatGPT to write a welcome email for families recommending your top three kid-friendly restaurants and links to your pool schedule.
Or for business travellers, you could suggest nearby work-friendly cafés and outline your late checkout policy.
4 Write Specific Prompts for Each Moment
Here’s where it gets practical.
Once you’ve mapped the journey, you can create specific prompts for ChatGPT. This helps it generate relevant, accurate, and on-brand content.
Example prompt:
“Write a pre-arrival message for a couple staying at our boutique hotel in Edinburgh. Mention romantic dinner spots, in-room breakfast, and our local walking tour.”
ChatGPT might return:
“We’re thrilled to welcome you to [Hotel Name]. Looking for a romantic evening? Try [Restaurant Name] just two streets away — candlelit and locally loved. Want a slow morning? Add breakfast in bed to your booking by replying to this email. Or explore Charleston on foot with our self-guided walking tour, available at the front desk.”
Always review what ChatGPT gives you, edit as needed, and save prompts that work well.
5 Keep Improving Based on Guest Feedback
The work doesn’t stop after the first message goes out. Track what’s working:
- Which emails get the most opens or clicks?
- Are you seeing more upsells?
- What feedback are you getting in reviews or at checkout?
Use that insight to update your prompts, test new ideas, or adjust your tone. ChatGPT adapts easily — you just need to guide it.
We’ve put together a visual template to help you to map guest journeys with ChatGPT.
| Guest Type | Journey Stage | Guest Need / Goal | ChatGPT Prompt Idea | Desired Outcome |
| Business Traveller | Pre-Arrival | Get organised before arrival | Recommend quiet cafés, list business services | Guest feels prepared and supported |
| Family | Booking | Understand if hotel is kid-friendly | Highlight family amenities and nearby attractions | Higher family booking conversion |
| Couple | In-Stay | Plan a romantic evening | Suggest sunset spots, dinner options, spa booking | Guest satisfaction and upsell |
| Solo Traveller | Inspiration Stage | Choose destination or accommodation | Promote unique experiences, insider tips | Drive interest and direct bookings |
| Any Segment | Post-Stay | Feel appreciated and heard | Request feedback, offer loyalty perks | Improve reviews and retention |
ChatGPT won’t replace your staff. But it can save time and help deliver consistent, thoughtful guest communication across the board.
Think of it as a starting point — a tool that helps your team scale up the kind of service that turns a good stay into a great one.
Now imagine every guest getting the right message, at the right time, in a tone that feels like it’s just for them.
That’s not the future. That’s what you can start doing today.
Still confused? Need help with your prompts? We’ve put together some editable ChatGPT prompts, grouped by the journey stage, to help:
1 Booking Stage Prompts
- “Write a welcoming message for a family of four thinking about booking. Emphasise our kids’ amenities, pool, and nearby family activities.”
- “Create a short, friendly message for a solo traveller interested in local culture. Include local events and safe transport tips.”
2 Pre-Arrival Prompts
- “Draft a pre-stay message for a couple arriving this weekend. Include upgrade options, dinner booking links, and weather forecast.”
- “Create a helpful checklist for a business guest arriving Monday. Mention Wi-Fi speed, workspace availability, and ironing services.”
3 Check-In Prompts
- “Write a friendly check-in message for a first-time guest. Include parking info, how to find their room, and how to contact reception.”
- “Generate a welcome note for a returning guest. Reference their last stay and offer a complimentary drink.”
4 In-Stay Prompts
- “Suggest a personalised itinerary for a guest staying three nights. Include 1 cultural activity, 1 local dining experience, and a relaxing option.”
- “Create a prompt for a push notification about happy hour for guests currently on-site.”
5 Post-Stay Prompts
- “Draft a thank-you message for a family who just checked out. Ask for a review and mention future discounts.”
- “Write a follow-up email for a business traveller inviting them to join the loyalty program and book direct next time.”
We’d love to hear your experiences of using ChatGPT (or any other AI) in your business communications and guest experience strategies. Send your thoughts to us here at Inside Hospitality Solutions and we’ll publish them to help others.
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