On Hold Messaging Tips for Hotels
07/14/2025
Every second a hotel guest spends on hold is an opportunity to inform, impress, and convert. This guide covers the best practices, example scripts, and common mistakes hotels make with on hold messaging - and how to get it right.
Hotel On Hold Messaging: Tips, Scripts, and Best Practices for Hospitality
Hotel on hold messaging is the professionally scripted, human-voiced audio that plays while a guest waits on hold during a call to your property. Instead of silence or generic music, callers hear warm, branded content about your amenities, services, booking benefits, and seasonal offers. Done well, hotel on hold messaging reduces hang-ups, encourages direct bookings, and reinforces the hospitality your guests expect from the moment the phone rings.
At COHM, we produce custom on hold messaging for hotels, resorts, and hospitality businesses across North America and globally. We handle everything from scripting and voice casting to production and delivery in the exact format your phone system requires. One step: send us your script and tell us when you need it. We handle the rest.
Why On Hold Messaging Matters for Hotels
For many guests, their first impression of your property starts over the phone. Even with the rise of online booking platforms, a significant number of travelers still call hotels directly to clarify details, make special arrangements, or book rooms where they want personal service.
If those callers are met with silence, generic hold music, or outdated information while they wait, they may hang up and call a competitor. Studies show that 70% of callers placed on hold in silence will hang up within 60 seconds – and many will never call back.
For hotels, every disconnected call represents lost revenue, a missed upselling opportunity, and a negative first impression of a brand built on hospitality. Professional on hold messaging solves all three.
On hold marketing leads to an average 28% increase in inquiries about the services mentioned. Guests who hear about your spa, dining options, or seasonal packages while on hold are significantly more likely to ask about them when your team picks up.
Common Mistakes Hotels Make with On Hold Messaging
Silence or dead air. When callers are met with silence, they wonder if they have been disconnected, if anyone knows they are waiting, or if their call is being ignored. Silence signals disorganization and inattentiveness – the exact opposite of the warm, welcoming atmosphere a hotel works hard to create.
Poor audio quality. Scratchy, muffled, or barely audible recordings associate your brand with carelessness. In hospitality, where every detail matters, clear and professional audio signals that you value your guests’ experience even during the moments they are waiting.
Outdated messages. When callers hear about holiday packages or seasonal events that have already ended, it creates confusion and makes your property appear disorganized. Keeping on hold messaging current shows professionalism and attention to detail.
Too much talking with no music. Constant talking without musical breaks overwhelms callers and makes the wait feel longer. A thoughtful balance of concise messages and pleasant background music creates a more comfortable experience.
Overloading with sales pitches. When every second is packed with aggressive promotions, callers feel like a transaction rather than a guest. Weave in helpful information, friendly reassurance, and subtle promotions balanced with moments of calm.
Best Practices for Hotel On Hold Messaging
Start with a warm welcome. Your first message should thank the guest for calling and reassure them their call matters:
“Thank you for calling [Hotel Name], where comfort meets exceptional service. A member of our team will be with you shortly.”
Use professional human voice talent. A natural, warm human voice adds authenticity and reflects the welcoming nature of your property. Generic text-to-speech voices communicate exactly what you do not want to communicate — that the experience was automated rather than crafted.
Choose background music that matches your brand. A boutique spa hotel suits soft piano or acoustic tracks. A lively beach resort may prefer something upbeat but tasteful. Whatever you choose, ensure the music is properly licensed for commercial use. At COHM, all background music is fully licensed — no legal risk, no compliance concerns.
Keep messages brief and rotate them. Aim for concise messages that rotate every 20 to 30 seconds with short music interludes. This keeps callers engaged without overwhelming them.
Update seasonally. Your offerings change throughout the year and so should your on hold messaging. Update for holiday promotions, local events, seasonal amenities, new services, and renovations. Staying current keeps your content fresh and signals to guests that your property is active and attentive.
What to Say in Your Hotel’s On Hold Messaging
Promote amenities:
“Did you know we offer a full-service spa and rooftop pool? 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.”
Encourage direct bookings:
“Book directly with us for exclusive offers, flexible cancellation, and personalized service. Ask our team how when they return.”
Upsell experiences:
“Make your stay extra special with our romantic dinner package or city tour concierge services. Just ask us how.”
Highlight location:
“Located in the heart of downtown, we are just steps from world-class shopping, dining, and entertainment.”
Reassure callers:
“We are committed to making your stay unforgettable. Thank you for your patience while we assist other guests.”
Example Hotel On Hold Script
Here is a complete 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 upon request. Book directly with us for exclusive rates and personalized service. We look forward to welcoming you.”
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.
Your Scripts Stay Private. Your Brand Stays Yours.
Your hotel’s on hold scripts contain real information – seasonal offers, rate details, amenity descriptions, and booking instructions. If your audio provider processes those scripts through third-party AI platforms or external cloud tools, that content passes through servers outside your control.
At COHM, your scripts never leave us. All production is handled entirely in-house with no third-party API connections and no external platforms at any stage. Your hospitality content stays completely private from the first word of your script to the final delivered audio file.
COHM’s President serves as an AI Technical Advisor for CAVA, actively working with Canadian lawmakers on biometric data protection, AI voice rights, and data security standards for business. Our approach to data security reflects current best practice at a policy level, not just a product level.
How COHM Produces Hotel On Hold Messaging
At COHM, producing professional hotel on hold messaging is a one-step process for you.
Send us your script and tell us when you need it. We handle everything else: scriptwriting guidance, voice casting, recording, music selection, and delivery in the exact format your phone system requires. No DIY steps, no portals, no technical knowledge required.
Most projects are completed within 4 to 5 business days. Rush turnaround is available for seasonal campaigns or urgent updates. All audio is formatted and labeled for your specific platform – whether you are on RingCentral, Avaya, Mitel, Cisco, or any other major phone system.
Learn more about COHM’s on hold marketing services.
Frequently Asked Questions
What is hotel on hold messaging?
Hotel on hold messaging is professionally scripted, human-voiced audio that plays while a guest waits on hold during a call to your property. Instead of silence or generic music, callers hear warm, branded content about your amenities, booking benefits, seasonal offers, and useful information. It reduces hang-ups, encourages direct bookings, and reinforces your brand’s hospitality before a single conversation takes place.
How does on hold messaging help hotels increase bookings?
On hold messaging keeps callers engaged while they wait, reducing hang-ups significantly. It promotes direct booking benefits, introduces guests to amenities and packages they may not know about, and creates a positive first impression that encourages callers to complete their reservation rather than hanging up and booking elsewhere.
What should a hotel include in its on hold script?
A hotel on hold script should include a warm welcome, useful information like check-in and check-out times, promotion of key amenities such as spa, dining, and pool facilities, encouragement to book directly, upsell opportunities for packages and experiences, and reassurance that their call is valued. Messages should rotate every 20 to 30 seconds with musical interludes.
How often should a hotel update its on hold messages?
At minimum, seasonally. Most COHM hospitality clients update for holiday promotions, local events, seasonal amenities, new services, and rate changes. Outdated messages referencing expired offers damage credibility and signal inattentiveness. Regular updates show guests that your property is active and attentive to detail.
Does COHM handle music licensing for hotel on hold messaging?
Yes. All background music used in COHM’s on hold productions is fully licensed for commercial use. Hotels that use unlicensed music or play local radio stations on hold face real legal and financial risk. COHM eliminates that risk entirely – every production includes properly licensed music selected to match your property’s brand and atmosphere.
Can COHM produce on hold messaging for international hotel properties?
Yes. COHM delivers professional on hold messaging to hospitality businesses across North America, Asia Pacific, and globally. All audio is produced in-house and delivered digitally in the exact format your phone system requires. We also produce recordings in English, French, Mandarin, Cantonese, Spanish, and many other languages for properties serving international guests.
Is my hotel’s data secure when working with COHM?
Completely. All production is handled entirely in-house with no third-party API connections. Your scripts and property information are never shared with or processed by external platforms. COHM’s President serves as an AI Technical Advisor for CAVA, working with Canadian lawmakers on biometric data protection and AI voice rights.
How much does hotel on hold messaging cost?
COHM offers flexible options including subscription-based plans for ongoing seasonal updates and pay-per-use production for properties that update less frequently. Most hotels find that professional on hold messaging pays for itself quickly through reduced hang-ups and increased direct bookings. Contact us for a free quote tailored to your property’s size and call volume.
Every call a guest makes to your hotel is a brand interaction. What they hear while on hold – the voice, the music, the warmth of the message — shapes their impression of your property before they ever arrive. COHM has been helping hospitality businesses create professional, guest-centered phone experiences for over 40 years. One step: send us your script and tell us when you need it. We handle the rest.