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Customer Agent

Pre-arrival personalization

Initiates a pre-arrival conversation to confirm details, surface contextually relevant upgrades, and capture occasion context that improves both the in-stay experience and future marketing.

Karisa Tate — Product Marketing, Klaviyo
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Two to three days before a guest's check-in, proactively reach out via their preferred channel. Confirm their reservation details and ask if there is anything they need before they arrive. Based on their loyalty tier and stay history, surface a relevant upgrade offer — a higher room category, a suite, or an add-on like a spa package or breakfast inclusion. Capture any special occasion context — anniversary, birthday, business trip — and flag it for the front desk team. Write all preferences captured to the guest profile.
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