The hospitality industry is experiencing massive upheaval in 2025, due to travel uncertainty caused by tariffs. In 2025, guest interaction with hotels, resorts and vacation rentals is more important than ever to help ensure against vacancies, last-minute cancellations and no-shows.
You can't control tariffs, but you can control how you interact with your guests. Communication that is fast, friendly and personalized helps provide confidence in your hospitality services during these uncertain times. The ease of text messaging and its responsiveness can reduce uncertainty to combat cancellations and no-shows.
Historically, Canada has represented the largest portion of international tourists to the United States. In July 2024, that number was 1,978,222, which is approximately 31.5% of all visitors. The other largest portion of America's foreign tourists and vacationers is from Mexico. While the political tension over tariffs is being felt globally, Canada and Mexico, being our direct neighbours, are our biggest source of tourism.
Regardless, guests want a seamless experience. And, increasingly, they expect that experience to begin and evolve through their phones. For hospitality businesses, this opens up new and exciting ways to boost customer engagement, enhance guest satisfaction and drive loyalty. You can achieve this by strategically using SMS hospitality solutions.
Streamlining Guest Service From Booking to Personal Requests
From the moment a guest makes a reservation to the time they check out, every interaction contributes to their impression of your hospitality business. And the truth is, guests are busier and more tech-savvy than ever. They value their time, and outdated processes like long lines at the front desk or delayed responses to special requests can quickly drag down the guest experience.
Standard check-in times (typically around 3 p.m.) and check-out by 11 a.m. are often built around back-end housekeeping logistics, not guest preferences. But modern travelers now expect flexibility and speed. This is where SMS messaging delivers immediate value.
Using hotel text messaging for automated check-in and check-out alerts keeps guests informed without requiring them to download an app or make a phone call. At the same time, it eases the burden on hotel staff, freeing them to focus on guest service rather than administrative tasks. That's real ROI: better service at lower labor costs.
Additionally, SMS reminders can reduce no-shows in these uncertain times by confirming reservations in advance or prompting guests to complete pre-arrival forms. And with the high open rate of SMS — often above 90% — you're almost guaranteed the message will be seen.
If you're ready to reduce vacancies, explore how hotel SMS should promote an organic experience or learn how to decrease hotel room vacancies using text alerts. These strategies are what guests expect today.
Enhancing Customer Loyalty: Integrating SMS Marketing With Hospitality Programs
Loyalty programs are no longer about collecting stamps or swiping plastic cards. They've evolved into powerful digital ecosystems that help hospitality businesses connect with their most valuable customers — again, largely through mobile.
Guests expect to be able to manage rewards, view offers and receive updates via their smartphones. That's where SMS marketing comes into play. It's direct, low-friction and doesn't require the guest to open an app or email. And with so many travelers now opting in to receive texts from their favorite brands, it's a natural fit for modern loyalty.
Some of the biggest names in the hospitality industry, such as Hilton and Marriott, are leading the way in mobile-first customer communication. While apps are still relevant, SMS can extend your reach to potential customers who haven't downloaded your app yet or who are on the go and need information fast.
Whether it's sending a personalized birthday reward, a reminder about unused points or a flash deal exclusive to loyalty members, SMS campaigns offer targeted advertising opportunities that can drive revenue and increase guest retention. SMS marketing doesn't just complement existing programs — it amplifies them.
Driving Guest Engagement Through Personalized Messages
Generic, one-size-fits-all messages are not enough. Guests want to feel seen and understood. That's why personalization has become such a strong driver of guest engagement. And when done right, SMS can deliver that personal touch in ways that feel timely and genuine.
Here are a few examples of how hospitality businesses can create memorable interactions through simple but meaningful SMS messages:
- A booking confirmation that notes the guest's name and dietary requirements: "Hi Sam, thanks for booking with [hotel name]! We've noted your gluten allergy, and our kitchen is prepared."
- A pre-arrival message confirming a dining reservation for the first night: "Looking forward to welcoming you! Your table at the rooftop restaurant is booked for 7:30 PM."
- Arrival instructions that take into account special needs, such as wheelchair access: "Welcome! For step-free entry, follow the signage to Entrance B, where our team is ready to assist."
- A maintenance notice accompanied by a small gesture of goodwill: "Heads up: maintenance is scheduled from 3–5 PM today. Enjoy a drink on us at the bar you mentioned during check-in."
As shown in the above examples, a short SMS message can lead to stronger customer relationships and a more enjoyable guest experience. To go deeper, explore our guide on how to connect to your hotel guests with SMS marketing or review our hospitality industry overview to understand where to start.
SMS May Be Short, But It Can Provide Long-Term Value
For businesses in the hospitality industry, adopting SMS as part of a broader mobile-first strategy can lead to better reviews, higher repeat bookings and deeper customer trust in any economic time. It's cost-effective, easy to implement and proven to enhance the guest experience at every stage of their journey. From booking to checkout, from dining reservations to loyalty rewards.
Are you looking for a trusted SMS platform with experience in hotel management and the wider hospitality sector? Get started with Swift SMS Gateway and bring smarter guest communication to your business today.
