Guest Notifications guidelines for bookings coming through Homes & Villas by Marriott Bonvoy

When a reservation is received through Homes & Villas by Marriott Bonvoy, guest communications must remain strictly informational, operational, and non-commercial.

The following sections outline what is allowed at each stage of the guest journey.

1. Booking Confirmation Email

A booking confirmation email may be sent only if permitted by your system and Homes & Villas by Marriott Bonvoy integration and must be limited to essential information.

✅ Allowed Content

• Confirmation that the reservation has been received

• Guest name

• Property name and address

• Stay dates (check-in and check-out)

• Number of guests

• Basic contact information for the property (email or phone)

• A neutral confirmation message (e.g. “We look forward to welcoming you”)

❌ Not Allowed

• Payment confirmation or payment instructions

• Cancellation policies

• Upsells, offers, or discounts

• Requests to book directly

• References to Homes & Villas by Marriott Bonvoy terms or pricing

2. Pre-Arrival Email

The pre-arrival email should focus on preparing the guest for their stay, without introducing any commercial or contractual content.

✅ Allowed Content

• Check-in time and check-out time

• Access instructions (keys, codes, front desk process)

• Property access details (parking, building entry, elevator info)

• House rules (quiet hours, smoking policy, pet policy if applicable)

• Wi-Fi information

• Emergency contact details

• Directions or arrival tips

• Required local or legal information (if applicable)

❌ Not Allowed

• Payment requests or reminders

• Security deposit information (if managed by Homes & Villas by Marriott Bonvoy)

• Cancellation or modification rules

• Promotions, upgrades, or paid add-ons

• Review requests

3. In-Stay Email or Messages

In-stay communications should be support-focused and help ensure a smooth guest experience.

✅ Allowed Content

• Welcome message on arrival

• Check-in assistance or troubleshooting

• Reminder of key house rules

• How to contact support or property management

• Maintenance or service notifications

• Local emergency information

• Courtesy check-in (e.g. “Let us know if you need anything”)

❌ Not Allowed

• Sales messages or upsells

• Payment-related communication

• Requests for reviews or feedback

• References to other booking platforms

4. Check-Out Email

Check-out communications should remain procedural and concise.

✅ Allowed Content

• Check-out time reminder

• Check-out instructions (keys, access cards, trash, appliances)

• Departure process (lock-up instructions, front desk return)

• Final courtesy message thanking the guest for their stay

• Reminder to contact support if any issue arises before departure

❌ Not Allowed

• Payment confirmation or invoices

• Security deposit messaging (if handled by Homes & Villas by Marriott Bonvoy)

• Requests for reviews

• Surveys or feedback forms

5. Post-Stay Email

Post-stay communication must be extremely limited when the booking source is Homes & Villas by Marriott Bonvoy.

✅ Allowed Content

• A short, neutral thank-you message

• Confirmation that the stay has concluded

• Operational follow-up if strictly necessary (e.g. lost & found)

❌ Not Allowed

• Requests for online reviews

• Post-stay surveys

• Loyalty or referral programs

• Promotions or discounts

• Invitations to book directly in the future

Key Principle to Remember

Homes & Villas by Marriott Bonvoy owns the commercial relationship with the guest.
Your communications must support the stay — not influence pricing, payments, reviews, or future booking behavior.

Best Practice Recommendation

• Use separate notification templates for Marriott bookings

• Apply conditional rules in your PMS to restrict content

• Keep messages short, factual, and service-oriented