Small Hotel Enquiries and Pre-Arrival Messages in BotMarketing

A guest requests three nights. A room is free for the first two, but an online travel agency has already sold the third. Before replying “we look forward to welcoming you”, a small hotel needs to check the whole stay. This guide shows how to collect a direct enquiry through BotMarketing, verify room availability and send useful arrival messages.

Collect an enquiry staff can act on

Use your mini-site and Mini App catalogue to describe room types: beds, maximum occupancy, bathroom, stairs or lift, meals, parking and representative photographs. Explain whether the images show a room type or the exact unit. Publish check-in and check-out times, the basis of your displayed rate and the route for requesting availability.

Offer guests this message template for the bot’s support channel. It is a copyable enquiry, rather than a built-in hotel booking form:

• Dates: check-in 19 November 2026, check-out 22 November; three nights.
• Party: two adults; include children’s ages when needed to check occupancy and pricing.
• Room: one double bed and a private bathroom.
• Arrival: around 20:00 in the property’s local time.
• Essential requirement: step-free access to the room; please confirm the actual route before we agree.
• Extras: room only; no parking requested.
• Contact: lead guest’s name and this Telegram conversation; agree a backup contact if needed.

An availability enquiry does not require passport images or card details. Collect information for registration or payment at the appropriate stage through a suitable process. Check essential access requirements against the actual room and route: “accessible property” is too broad to settle a guest’s specific need.

Check every night, then the room’s readiness

All room references, dates, rates and times below are illustrative. Keep a single room ledger or property-management system covering direct bookings, online travel agencies, temporary holds, maintenance and cleaning. Staff reconcile all sources before making an offer and record when they checked. If channels are updated separately, assign responsibility for each change; a stale spreadsheet can still lead to a double booking.

If room 07 meets the requirements, offer all three nights without a room move. If only a split stay is available, explain the move and obtain the guest’s agreement first. Give any temporary hold an expiry and an owner in the external ledger. At expiry, staff check payment and update availability manually.

A nightly allocation differs from an appointment: the departure date ends the stay, and cleaning determines readiness for the next guest. Changing a three-night service duration does not create a room inventory calendar.

Run the direct-enquiry workflow in BotMarketing

1. Set up accommodation cards. Create a services category and room cards with photographs, occupancy and conditions. A card requires a price: use a genuine published rate and state its basis, such as one room-night for two adults. Where dates change the total, disable ordering for that card and direct guests to support for a quote. Do not use zero as a placeholder for an unknown price.
2. Show guests how to enquire. On your mini-site and in room descriptions, tell them to open the Telegram bot, choose support or use /support, and send the template above. Support is also available in the Mini App. The dates in that message request availability; sending it does not secure a room.
3. Work the support request. Staff open the support-request section in the company portal, clarify missing details and reply there. They manually check every night, occupancy, preparation and other sales channels in the external ledger. Assign a booking reference there and retain the conversation link for the next shift.
4. Send the offer and confirmation. In the same conversation, provide the complete total, inclusions, separately charged extras, payment conditions and cancellation terms. Once the guest agrees and your confirmation conditions are met, staff allocate the room in the external ledger and send the final confirmation. That ledger controls availability; BotMarketing retains the guest correspondence.
5. Prepare the arrival. A named staff member uses their own arrival calendar to reopen the request before the stay, send directions and ask for the arrival time. Pass the reply to the receiving shift. Handle outstanding questions after departure in the same thread; ask before sending offers for another visit.

When an ordinary order is useful

A fixed offer with an exact total, such as a defined three-night package, can support ordering of a service card. Agree dates through support and check inventory first. Staff then take the new order into processing in the Orders section, record the hotel booking reference, dates and party in its internal note, and use the order conversation for subsequent messages. Add the order reference to the external room ledger. A comment does not recalculate the card price: the ordered package and total must match the agreed offer.

Keep time-slot booking disabled in the bot settings for this ordinary-order route. A service duration or appointment slot does not manage room nights; goods stock does not check dates either. Arrange channel synchronisation, room holds, variable rates and property-management records separately. The main support workflow above can handle the enquiry throughout without creating an order at the wrong total.

Confirm the stay, then give practical arrival instructions

Send the full quote and your cancellation, amendment and refund conditions before payment. In this illustrative room-only offer, two adults pay €110 per night: 3 × €110 = €330 for the stay, including all mandatory taxes and charges. Meals are not included. Show any actual extras before acceptance; BotMarketing’s paid marker does not verify a bank receipt or keep a partial-payment ledger.

Valamar’s guest FAQ distinguishes rate estimates from date-specific pricing and lists the details included in a confirmation. Its payment and rate conditions belong to its properties; use your own verified terms.

Confirmation after checking and payment

Booking H26-014 is confirmed: 19–22 November 2026, three nights, two adults, one double bed, private bathroom and confirmed step-free access. Total €330, room only, including mandatory taxes and charges; paid in full. Check-in from 15:00 and checkout by 12:00, in the property’s local time. Your arrival around 20:00 is agreed and a staff member will meet you. The payment and cancellation terms supplied and accepted before payment apply. Reply here to request a date change; we will check availability first.

A message the day before arrival

We look forward to welcoming you tomorrow, 19 November, for booking H26-014. Check-in starts at 15:00 local time. Please confirm arrival around 20:00. Address: [property address]; entrance map: [link]; meeting point and instructions: [details]. If delayed, reply here; urgent contact: [duty telephone]. Early room access has not been agreed and needs a separate readiness check.

Replace the bracketed fields with verified information. In this workflow a staff member sends the message manually: changing the stay dates does not automatically schedule or reschedule a hotel reminder. Record the sender and completion in the external arrival list. Share access codes only with the verified guest through a channel appropriate to your property’s security process.

Recheck availability when plans change

An added night can clash with the next booking; late checkout can use the cleaning window. Repeat the full-stay check, revise the price and obtain agreement before changing the booking. Update the external ledger, any order note and the handover for reception. For a cancellation, separately carry out the agreed settlement and release the room. An order-status change does not refund money or update travel agencies.

Resolve arrivals outside reception hours in advance: name who will meet the guest or agree the property’s appropriate access process. Valamar’s FAQ asks guests to notify the property about late arrival and makes early room access conditional on readiness. Those are useful questions to resolve, rather than a promise that a small hotel has round-the-clock reception or automated check-in.

If the stay includes an excursion, check places and inclusions through the separate tour enquiry workflow. For equipment supplied to guests, use the rental kit and return process. Each extra receives its own resource check while the guest keeps a clear way to contact the property.