You replied quickly, with a clear, careful quote. Three days have passed. No reply. What do you do? Most hotels do nothing: "If they're interested, they'll get in touch."
A shame, because guests often don't reply for trivial reasons: they glanced at the message in a hurry, needed to discuss it with their partner, forgot, were waiting on their holiday dates. A well-done quote follow-up recovers a significant share of these requests. Here's when and how.
Why silence doesn't mean "no"
The most common reasons for silence:
- the guest needs to talk to someone else;
- their holiday dates aren't confirmed yet;
- they're weighing other options;
- the message went to spam or was forgotten;
- they have an unspoken doubt (price, room, conditions).
A friendly message at the right moment reopens the conversation.
When to follow up
A simple rhythm that works:
| Timing | Action |
|---|---|
| Within 1–2 hours | Send the quote |
| After 2–3 days | First short, useful follow-up |
| Before the option expires | Reminder: "we're holding the room until…" |
| After 7–10 days | Final message, with an alternative or a question |
Adjust timing to how close arrival is: for a stay in 10 days, shorten everything; for one in 6 months, you can be more patient.
Which channel to use
- the same channel as the request (email, WhatsApp);
- WhatsApp for short messages, if the guest wrote there or gave consent;
- phone for important requests (groups, long stays, large families), discreetly.
What to write: examples
First follow-up (useful, not pushy)
Dear Laura, I'm writing to see whether you've had a chance to look at our proposal for July. If you have any questions about the rooms or conditions, I'm happy to help. Meanwhile, just so you know, the Family Room with balcony is still available for your dates. Marco – Hotel Sole
Option reminder
Hi Laura, just a reminder: we're holding the room for you until 6pm tomorrow. If you need a few more days to decide, let me know and we'll see what we can do.
Final message (with a question)
Hi Laura, I imagine you've made other plans or your dates have changed. In case it's useful, we also have availability from 17 to 24 July. Either way, thank you for considering us!
What to add to increase replies
- something new and useful: information not in the first message (an event, a service, room photos);
- an open question: "Is there anything I can clarify?";
- an alternative: dates, room type, meal plan;
- the confirmation link, always within reach.
What to avoid
- daily messages;
- a pressing or guilt-tripping tone;
- immediate discounts at the first silence (you teach guests not to reply to get more);
- following up with people who've already said no.
Get organised so you don't forget
A log of requests with date and status (sent, follow-up 1, follow-up 2, confirmed, lost) is essential. With WhatsApp Business you can use labels; with a CRM or an advanced booking engine you can automate reminders. See WhatsApp Business for hotels: how to organise enquiries and quotes.
Frequently asked questions
Do follow-ups annoy guests?
One or two friendly, useful messages don't. Many appreciate them because they help them decide. Frequent, pushy messages are what annoy.
Should I offer a discount in the follow-up?
Not as a first move. Better useful information or an alternative. A discount or perk may make sense in the final message if the room risks staying empty.
Can I automate follow-ups?
Yes, with templates and reminders. But always personalise with name, dates and details: a generic message works far less well.
Want to recover more unanswered quotes?
With our free marketing audit we analyse your enquiry-handling process and give you templates and tools for effective follow-up.
