Tourism — the industry that lives and dies on experience
The difference between a 5-star review and a 3-star review is usually not about the bed, the food, or the price. It's in the details — was check-in fast or slow? Did the guest's questions get answered? Did they feel someone cared?
SMS is one of the strongest tools a hotel can use to improve that experience. Not to sell — to make it feel personal. A guest who gets a message that greets them by name, a note reminding them about the romantic dinner they booked again, a message asking "how are you feeling?" becomes a guest who returns.
The full journey — from booking to return visit
It's easiest to think of SMS in tourism as a series of moments. At each point in the journey, there's an opportunity to communicate.
Stage 1: booking confirmation (immediately)
Booking is a tense moment for a guest. Instant confirmation reassures.
"[name], your booking at [hotel name] is confirmed! 🎉 Check-in [date], check-out [date]. Booking number [X]. We can't wait!"
Stage 2: before arrival (a week out)
An update that gets them ready for the stay and offers added value.
"Hi [name], your getaway is coming up! 🌴 Quick info: directions [link], breakfast 07:00–10:00, spa open 09:00–20:00. Question? Reply to this message!"
Stage 3: day of arrival
A message that welcomes them.
"Welcome [name]! Check-in from 15:00. If you arrive earlier, you're welcome to relax in the lobby. WiFi code: [code]. Enjoy! ☀️"
Stage 4: gentle upsell during the stay
Day two of the stay, a relevant suggestion.
"[name], we have a romantic table open at 'The Seaside' for 19:30 tonight. With complimentary house appetizers. Interested? Reply YES"
Stage 5: satisfaction check (during the stay)
A short check mid-stay, not after. That way there's a chance to fix things.
"[name], how's the stay so far? Reply 1–5. Low score? Tell us directly and we'll fix it right away 🙏"
This approach matches the two-way SMS principle — turning a one-way message into a real conversation.
Stage 6: checkout
A thank-you on the day of departure.
"[name], thank you for staying with us! 💙 Receipt sent to your email. On your way out? We're happy to help with any question. See you soon!"
Stage 7: review request (3 days after)
Reviews on Google/Booking/Tripadvisor = gold for a hotel.
"[name], if you enjoyed — we'd love you to share it. Quick Booking review: [link]. 1 minute, means a lot 🌟"
Stage 8: re-booking (6 months later)
Anyone who came once gets a return invitation timed for the right season.
"[name], six months since your wonderful stay. Summer's here, and our sea-view rooms are still open. 15% return discount: [link]"
SMS for different tourism businesses
Hotels
The full journey described above. With emphasis on service communication during the stay.
B&Bs and tzimmers
More personal. The owners communicate directly with guests, and SMS is a natural channel.
"[name], we saw the weather's going to be perfect for your weekend! I've planned a special experience for you — a surprise will be waiting at the cabin 🍷"
Airbnb and vacation rentals
The key: clear check-in and check-out instructions. A communication plan that doesn't require owners to be available 24/7.
"[name], check-in instructions: door code [code]. Keys in the right drawer. WiFi: [code]. Questions — always available at [phone]"
Tour companies/attractions
Day-before reminders, directions, "we're on our way."
"Tomorrow's tour with [guide]! Meet at 08:00 at [location]. Bring: walking shoes, water, a hat. If it's rainy — we'll update at 07:00. See you!"
Car rental companies
Confirmations, return reminders, status updates.
"[name], your reserved car (silver Mazda 3) is waiting at lot B, spot 47. Keys at the counter. Safe travels!"
Tourist-heavy restaurants
Booking confirmations, reminders. Especially in Israel on weekends and holidays — huge demand and expensive no-shows. See the full flow in the SMS guide for restaurants and cafes.
Guest segmentation
Not every guest gets the same communication:
By stay type
• Couples: romantic suggestions, spa, dinners
• Families: kids' activities, games, outings
• Business: fast WiFi, meeting rooms, early breakfast
• Solo: community activities, guided tours
By country of origin
An Israeli guest is different from an American. Language differs, expectations differ, tone differs. The SMS format should match.
By visit frequency
A guest returning for the fifth time deserves VIP treatment. A personal greeting, maybe a welcome drink, automatic room upgrade when available.
"[name], this is your fifth stay with us! 🏆 We've upgraded you to the suite — at no extra charge. Enjoy our favorite spot"
Text that works in tourism
• Warm language: not too formal. "Enjoy!" beats "We wish you a pleasant stay."
• Specific emojis: 🌴🏖️🌊☀️🍷 work well in tourism. Don't overdo it.
• Specific details: not "a room" but "room 305 with pool view." The experience gap is huge.
• Offer help: "Question? Write back!" — opens a conversation.
• Careful timing: don't send marketing messages at 6am. Guests are in "vacation mode."
Sender ID — hotel name, not a number
A message from "HotelName" opens 30% more than a message from an unknown number. Critical in tourism because guests get a lot of messages (from the hotel, the tour, their airline, their insurance). Fast identification matters.
More on the tech in the Sender ID guide.
Cultural and religious sensitivities
Israel is a market with many different sensitivities. A few notes:
• Shabbat: Shabbat-observant guests don't check messages. Don't send urgent service messages on Shabbat — they'll get lost.
• Holidays: respectful greetings. No sales offers on the holidays themselves.
• Kosher: if the hotel is kosher, say so in relevant messages (meals, menu).
• Non-Jewish guests: if you have nationality data, match the language (English for international guests).
Success metrics
What do hotels using SMS measure?
• Repeat booking rate: rises 20–35% over 6 months
• Reviews on Google/Booking: count + rating
• In-stay upsell rate: 8–15% of guests buy an extra service
• NPS (Net Promoter Score): steady climb
• SMS service inquiries: reduce load on the front desk
What it costs and what you get
Say a boutique hotel with 50 rooms and 300 guests a month. 6 messages per guest = 1,800 messages monthly. Cost: ₪100–130.
Improving one returning guest (out of 300) covers the annual cost. In reality, businesses see ROI of 50–100x on SMS in tourism.
All under one roof
Vibrate offers a platform well-suited for tourism: integrations with Booking, Airbnb, PMS (hotel management systems), ready automations for every stage of a stay, and multi-language support. Start free and turn every stay into an experience guests remember.
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