← Field Notes
Guest experience··5 min read
Guest messaging that actually feels human
Automation and warmth are not opposites. A field guide to messaging that lifts satisfaction scores without a stiff, corporate tone.
By Amelia Chen
The tell of a bad automated message is not what it says — it's the timing. Guests notice when a check-in confirmation arrives four hours after they've already checked in. Get the cadence right, and even fully-automated flows feel bespoke.