How to confirm a booking before the guest arrives: call steps and a sample call
Sado AI team · · 4 min read
In short
Confirm each booking with a short call one to three days before arrival. Find out four things: have the dates changed, how many are coming, roughly what time they’ll arrive, and do they need a transfer or early check-in. If the guest can’t come, note it at once, free the room and offer it to someone who’s waiting. Track one number: the share of guests who booked and didn’t turn up. An AI operator can make these calls from a list, in Uzbek and Russian.
Why confirm bookings in advance
Guests’ plans change: a flight is delayed, dates move, a family needs three rooms instead of two. Guests often forget to tell the hotel. A no-show’s room stays empty for the night, and in season someone else wanted it.
A confirmation call does two things: you learn about changes early, and you can prepare to welcome the guest, with a late arrival, a cot or a transfer.
When to call
| Type of booking | When to call |
|---|---|
| Booked more than two weeks ahead | 3 days before arrival, and again the day before if needed |
| Booked recently | The day before arrival, in the daytime |
| Group bookings | A week before (list and numbers) and the day before |
| No deposit paid | Before the payment deadline, then the day before arrival |
Don’t call too early or too late: for example, 10:00–20:00. If the guest is abroad, allow for their time zone.
What to say in a confirmation call
- Say who you are and which booking it is: “Assalomu alaykum, this is Malika from Moviy Suv hotel, calling about your two-night booking from Thursday.”
- Confirm the dates: “Are your plans still the same?”
- Ask how many are coming and at what time.
- Offer what helps: a transfer, early check-in, a cot, but only if the hotel has it.
- Remind them of any deposit or documents needed.
- Close: “Thank you, see you on Thursday.”
A sample call: the guest moves the dates
Sado: Assalomu alaykum, this is Malika from Moviy Suv hotel, calling about your two-night booking from Thursday. Are your plans still the same?
Caller: Oh, good that you called. We’ll come a day later, on Friday.
Sado: I see, so it moves to Friday and Saturday nights. How many of you?
Caller: Three, a child is coming too now.
Sado: Fine, noted. The administrator will check the room and send a new confirmation today. Roughly what time will you arrive?
Caller: After lunch, around three.
Sado: Thank you, Jamshid. See you on Friday!
Thursday night is now free: the administrator offers it to a guest on the waiting list or puts it back on sale online.
What to measure
The key number is the no-show rate: guests who booked and didn’t come without warning ÷ all bookings for those days. For example, 200 bookings in a month and 14 no-shows: 14 ÷ 200 = 7%. Record it for a month before confirmation calls and a month with them. These numbers are only an example.
- How many guests were reached and how many confirmed.
- How many bookings changed or were cancelled, and how many freed rooms were sold again.
- Who confirmed but still didn’t come: consider asking them for a deposit next time.
Handing confirmations to an AI operator
With Sado’s outbound calls you upload the arrivals list as an Excel file in the portal’s Auto-calls section, or your booking software sends it by API. You set calling hours and a limit, and can stop calls with one button.
The operator, Malika or Shohruh, talks with each guest live in Uzbek or Russian instead of playing a recording. If the guest changes dates or can’t come, it notes this exactly: the administrator changes the booking and frees the room. If the guest says “call me in the evening”, it calls back at that time.
Each call’s recording, transcript and outcome (confirmed, moved, cancelled) show in the portal. Common questions: Sado FAQ. Try it live or call 78 778 01 23.
Questions
May we call guests who booked through a booking site?
If the guest left a number and the call is about their booking, yes: it’s part of the service. Check the booking site’s rules too. Sado never calls again a number that said “don’t call me”.
How much does a confirmation call cost?
800 so‘m a minute, no monthly fee. For example, 25 one-minute calls a day: 25 × 800 = 20,000 so‘m.
What if the guest doesn’t answer?
Try once more two or three hours later, then send a text or a Telegram message. Unanswered numbers cost nothing: only talked minutes are paid.