On Hold Messaging Tips for Hotels
07/14/2025
Boost Bookings and Reduce Hang-Ups: On Hold Messaging Tips for Hotels
In the hospitality industry, every guest interaction counts and that includes the moments when a caller is waiting on hold. Whether a guest is calling to book a room, ask about amenities, or confirm a reservation, what they hear while on hold can shape their impression of your hotel. If done well, on hold messaging can boost bookings, reduce caller drop-offs, and even upsell your services.
This guide shares proven tips, examples, and strategies to help hotels use on hold messaging to create a warm, professional, and effective guest experience.
Why On Hold Messaging Matters for Hotels
For many guests, their first impression of your hotel starts over the phone. Even with the rise of online bookings, many travelers still call hotels to clarify details, book rooms directly, or arrange special requests.
If those callers are met with silence, generic music, or confusing messages while on hold, they may hang up and call a competitor. According to studies, 70% of callers on hold in silence will hang up within a minute, and many will never call back.
For hotels, this could mean lost revenue, missed upselling opportunities, and damage to your brand’s reputation. On hold messaging helps you:
- Reduce hang-ups and keep callers engaged.
- Provide useful information while they wait.
- Promote amenities and services they may not know about.
- Set a positive tone that reflects your brand’s hospitality.
Common Mistakes Hotels Make with On Hold Messaging
Before we dive into best practices, let’s look at common pitfalls hotels fall into:
Silence or Dead Air | On Hold Messaging Tips for Hotels
When callers are met with silence while on hold, it creates an uncomfortable experience. They’re left wondering if they’ve been disconnected, if anyone even knows they’re waiting, or if their call is being ignored. This uncertainty breeds frustration and impatience, which increases the likelihood they’ll hang up and take their business elsewhere. Silence also undermines the perception of your hotel’s professionalism, making it seem disorganized or inattentive which is the exact opposite of the warm, welcoming atmosphere you want to project.
Poor Audio Quality
Poor audio quality can immediately damage the impression you’re trying to make. When your on hold messages sound scratchy, muffled, or barely audible, guests may associate that lack of clarity with a lack of care. Instead of hearing the polished, welcoming tone of your brand, they hear technical flaws that suggest your operations are outdated or inattentive. In hospitality, where every detail matters, crisp, clear audio signals that you value your guests’ experience, even during the moments they’re waiting.
Outdated Messages
Outdated on hold messages create confusion and frustration. When callers hear about holiday packages, seasonal events, or limited time offers that have already ended, it not only disappoints them but can also make your hotel appear disorganized or inattentive to detail. Guests may even question whether the rest of the information you’re providing is accurate. Keeping your on hold messaging current and relevant shows that you’re proactive, professional, and focused on providing the best possible guest experience.
Too Much Talking and No Music
Filling the entire on hold time with constant talking without any breaks or music can overwhelm callers and make the experience feel exhausting. Guests need brief pauses to process the information and relax while they wait. Without music to break up the messaging, it can come across as overly pushy or cluttered, making the wait feel longer rather than shorter. A thoughtful balance of concise, informative messages and pleasant, branded music creates a more comfortable and enjoyable experience that reflects your hotel’s hospitality.
Overloaded With Sales Pitches
When every second of your on hold messaging is packed with aggressive promotions, it can feel pushy and impersonal to callers. Instead of feeling welcomed and cared for, guests may perceive your hotel as more interested in making a sale than providing a great experience. This approach can even backfire causing frustration or skepticism about your offers. A better strategy is to weave in helpful information, friendly reminders, and subtle promotions balanced with moments of calm. This keeps callers engaged while still showcasing what makes your hotel special, without overwhelming them.
The good news? These mistakes are easy to fix with a little planning and attention to detail.
Best Practices for Hotel On Hold Messaging
1. Start with a Friendly Welcome
Your first message should thank the guest for calling and reassure them that their call is important. For example:
“Thank you for calling [Your Hotel Name], where comfort meets luxury. A member of our team will be with you shortly.”
This sets a professional tone and makes guests feel valued.
2. Use High-Quality Voiceovers
Nothing screams “unprofessional” like a scratchy, monotone recording. Work with professional voice talent who can deliver your message clearly and warmly. A natural voice adds authenticity and reflects the welcoming nature of your hotel.
3. Choose the Right Background Music
Music fills the silence and sets the mood. For hotels, opt for calming, upscale music that aligns with your brand. If you run a boutique spa hotel, soft piano or acoustic tracks work well. For a lively beach resort, something upbeat but tasteful may suit better.
Be sure you have the rights to the music you play. Licensing matters!
4. Keep Messages Brief and Relevant
Guests don’t want a five-minute monologue. Aim for concise messages that rotate every 20–30 seconds with short music interludes. This keeps callers engaged without overwhelming them.
Focus on what’s most relevant to the caller experience.
What to Say in Your Hotel’s On Hold Messaging
Here are some ideas and examples of what to include in your on hold script:
Promote Amenities
“Did you know we offer a full-service spa and rooftop pool? Be sure to ask about our seasonal packages when we return to your call.”
Share Useful Information
“Our check-in time is 3 PM, and check-out is 11 AM. Early check-in and late check-out may be available upon request.”
Upsell Experiences
“Make your stay extra special with our romantic dinner package or city tour concierge services — just ask us how!”
Highlight Location Advantages
“Located in the heart of downtown, we’re just steps away from world-class shopping, dining, and entertainment.”
Reassure Them About Service
“We’re committed to making your stay unforgettable. Thank you for your patience as we assist other guests.”
Why On Hold Messaging Can Boost Bookings
If done well, on hold messaging can actually help you secure more bookings. Here’s how:
Keeps Callers on the Line
Guests are less likely to hang up when they hear a clear, friendly message and pleasant music. Retaining these callers gives you a chance to convert their interest into a reservation.
Encourages Direct Bookings
Guests who call directly are often more profitable than those who book through third-party sites. Use on hold messaging to remind them of the benefits of booking directly — like upgrades or flexible cancellation policies.
“Book directly through us for exclusive offers and personalized service — just ask our agent when they return.”
Upsells Add-Ons
Guests may not know about your spa, event spaces, dining options, or excursions. On hold messaging can introduce them to these offerings, which can increase the total value of their stay.
How to Avoid Legal & Ethical Pitfalls
Respect Voiceover Artists & Musicians
When producing your on hold messaging, it’s crucial to work with reputable providers who respect artists’ rights. Some companies use unlicensed music or exploit voiceover artists by not paying fair rates.
At COHM, we ensure all music is properly licensed and that voice talent is compensated fairly. This protects your hotel from legal trouble and supports creative professionals.
Avoid Misleading Claims
Only promote offers, amenities, or experiences you can actually deliver. Outdated or exaggerated messages can harm your reputation and lead to guest dissatisfaction.
Example Script for Hotel On Hold Messaging
Here’s a sample script to inspire your own:
“Thank you for calling The Grand Plaza Hotel, where comfort and style meet. Our team is assisting other guests but will be with you shortly.
Did you know we offer a full-service spa and rooftop pool? Ask about our seasonal packages when we return.
Our check-in time is 3 PM, and check-out is 11 AM, but early and late options may be available.
We’re located just steps from downtown’s best shopping and dining — your perfect getaway awaits!”
Updating Your Messages Regularly
Your hotel’s offerings and events change throughout the year and so should your on hold messaging. Update your recordings seasonally to reflect:
- Holiday promotions
- Local events and festivals
- Seasonal amenities (like pools or winter activities)
- New services or renovations
Staying current keeps your content fresh and relevant, which guests appreciate.
Implementing On Hold Messaging at Your Hotel
Adding on hold messaging is easier than you might think. At COHM, we handle everything for you:
- Scriptwriting tailored to your brand and guests
- Professional voice talent in any language or tone you prefer
- Licensed background music aligned with your hotel’s vibe
- Files formatted specifically for your phone system (VoIP, PBX, cloud-based, etc.)
We also offer quick turnaround times and ongoing support if you need updates or edits.
On hold messaging is more than just a filler — it’s an opportunity to impress, engage, and even increase revenue. In the hospitality industry, where every detail contributes to guest satisfaction, your phone system plays a crucial role.
By crafting thoughtful, high-quality on hold messages, your hotel can reduce hang-ups, boost direct bookings, and leave guests feeling valued — before they even arrive.
If you’re ready to elevate your hotel’s caller experience and turn hold time into an opportunity, COHM can help. With decades of expertise in on hold messaging, licensed music, and professional voiceovers, we’ll make sure your hotel sounds as polished and welcoming as it looks.
Contact us today for a free consultation and demo. Let’s help your guests feel at home — starting with the first call.
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