First impressions start long before check-in. In fact, many guests decide how they feel about your property before they even pack their bags. The good news? You don’t need a concierge, a copywriter, or a clone of yourself to make a memorable impression.

In fact, many of these “wow” moments can be set up once in your property management system (PMS) and work quietly behind the scenes—making you look like a hospitality rock star with very little extra effort.

Here are a few simple ways to delight your guests before they ever walk through your door:

1. Send a Warm, Personal Pre-Arrival Email

Go beyond the generic confirmation. Send a friendly, helpful note that includes parking info, check-in tips, and a few local recommendations (your favorite taco joint or secret sunset spot). And yes—this can absolutely be automated in your PMS to make it feel personal without you lifting a finger after setup.

2. Offer a Simple Add-On or Upgrade

Give guests the option to level up their stay before they arrive—think a bottle of wine, a picnic basket, or early check-in. It’s a small upsell for you, a big delight for them. Bonus: your PMS can probably send this offer automatically based on check-in date. Voilà!

3. Give a Local Insider’s Guide

Share a short list of your real favorites—best coffee, hidden trails, and can't-miss photo ops. Create a simple PDF or a Google Map link, and add it to your pre-arrival email. Set it once, and your inner tour guide goes to work every time.

4. Include a “Get to Know Us” Welcome Video

A short video of you saying “Hi from the front porch!” or your property pup wagging their tail builds warmth and trust. No need for a film crew—your phone and a smile will do. Upload it to YouTube, drop the link in your email, and let it do the charming while you fold laundry.

5. Surprise Them with Something Unexpected

Whether it’s a handwritten welcome card in the room or a small treat labeled with their name, that extra touch sticks with guests. It doesn’t need to be fancy—it just needs to feel like you thought of them.

Great hospitality doesn’t have to be high effort—it just has to be high touch. And the best part? With the right tools and a little creativity, you can “set it and forget it” while your guests feel like they’re getting the VIP treatment.