Prestay

Prestay is a term used in hospitality and travel technology to denote the preparatory phase of a guest's stay before arrival. It encompasses communications, data collection, and service planning that occur after a reservation is confirmed and before the guest checks in. The word is a portmanteau of pre- and stay; it is not a universally standardized term, but it is used by hotels, property managers, and software platforms to describe this stage.

During prestay, properties typically send pre-arrival messages, confirm travel details, and solicit guest preferences such as bed type, floor or location, accessibility needs, dietary restrictions, and amenity requests. They may also verify payment information, arrange airport transfers, explain check-in procedures, and provision digital keys or welcome services through a guest app.

Technology plays a central role, with guest relationship management systems and mobile apps enabling automated prompts, data capture, and personalized recommendations. Prestay activities usually occur within a set window before arrival, often 24 to 72 hours ahead, though international or luxury properties may begin earlier.

Benefits of prestay include improved guest satisfaction through tailored experiences, smoother on-site operations, and opportunities for targeted upselling. Challenges include protecting guest data, obtaining proper consent, ensuring data accuracy, and complying with privacy regulations across jurisdictions. Miscommunication or over-communication can also irritate guests.

See also: pre-arrival, check-in, guest experience management, hospitality technology.