Guest communication is the ongoing conversation you have with your customers from the moment they book until long after their adventure ends. This includes booking confirmations, pre-trip reminders about what to bring, weather updates, post-trip thank-you messages, and follow-ups asking for reviews. The goal is keeping guests informed, excited, and connected to your business.
Why Communication Can Make or Break the Experience ↗
Here's what usually happens without good guest communication: someone books your tour, gets a basic confirmation email, and then hears nothing until they show up (hopefully with the right gear). They're not sure what to expect, they might bring the wrong clothes, and they could easily forget about the booking entirely.
Now imagine this instead: they get a warm welcome email with helpful prep tips, a weather update two days before the tour, a reminder the evening before with your exact meeting location, and a personal thank-you note afterward with photos from their adventure. Which experience makes them more likely to book again and tell their friends?
Great communication reduces no-shows, improves guest satisfaction, and creates more opportunities to build relationships that lead to repeat bookings and referrals.
Quick Win: Automate the Obvious Messages ↗
Start with the communications you're already sending manually, but inconsistently. Most booking systems can automatically send confirmation emails, pre-trip reminders, and post-trip follow-ups once you set them up.
Even basic automation saves you hours each week and ensures every guest gets the same level of attention, whether you're swamped with bookings or having a slow day.
Essential Guest Communications for Adventure Operators ↗
Booking confirmation – Immediate confirmation with trip details, meeting location, and what to bring. Include your contact info for questions.
Pre-trip reminders – Send 2-3 days before with weather updates, gear recommendations, and any last-minute details. This dramatically reduces no-shows.
Day-before check-in – Quick message confirming the trip is still on and reminding guests of the meeting time and location.
Post-trip thank you – Within 24-48 hours, thank them for choosing your business and invite them to share their experience online.
Weather-related updates – When conditions might affect their experience, communicate proactively about delays, cancellations, or equipment changes.
Seasonal re-engagement – Reach out to past guests when their favorite activities come back into season or when you launch new offerings they might enjoy.
Making Communication Feel Personal, Not Robotic ↗
Use their name and trip details – "Hi Sarah, we're excited for your rock climbing adventure tomorrow" beats "Dear customer, your tour is confirmed."
Include helpful, specific information – Instead of "dress appropriately," try "wear closed-toe shoes and bring a light jacket – mornings can be chilly on the water."
Share your personality – Let your brand voice come through. If you're known for being laid-back and fun, your emails should reflect that.
Time messages appropriately – Don't send confirmation emails at 3 AM or reminders during dinner time when possible.
Guest communication works best when integrated with your booking system and customer relationship management to create a seamless, personalized experience.
For templates and timing strategies, check out our guide on guest communication workflows for adventure operators ↗.
Keep Learning ↗
Effective guest communication is part of creating an exceptional guest journey. You might also want to explore feedback loops to learn how post-trip communication can help improve your operations, or discover how booking confirmations fit into your overall communication strategy.