How quickly POLISH HOTELS respond to emails
We sent 439 messages to hotel properties in Poland. The content ranged from simple questions to requests for offers. We measured the time to first response.
Messages
439
Channel
Region
Poland
Industry
Hotels
Why we conducted this study
Guests very often write an email instead of calling. They ask about availability, family rooms, parking, or offers for specific dates. Response time is crucial because interest in a stay is often brief.
There was a lack of hard data from Poland on the market. We wanted to check how quickly the reception and reservation departments in Polish properties respond in reality.
This data is not from abroad. The study concerns exclusively the Polish hotel industry.
How we did it
Number of messages
439
Each sent to a real property.
Message content
Varied complexity
From simple questions to requests for group and family offers.
Measurement
First response
We measured only the time to first response, not the final resolution of the matter.
What messages we sent
The messages varied in complexity and were randomly assigned with equal probability for each type of inquiry (complex or simple). All messages were written in Polish.
Simple question
Good morning,
Is it possible to come with a dog?
Best regards
Simple question
Good morning,
Is parking available on site for guests?
Best regards
Simple question
Good morning,
Are there hair dryers in the bathrooms, or do we need to bring our own?
Best regards
Simple question
Good morning,
Is there a kettle or the possibility to make coffee and tea in the rooms?
Best regards
Simple question
Good morning,
Is early check-in or leaving luggage before check-in possible?
Best regards
COMPLEX QUESTION
Good morning,
I would like to ask if it is possible to check in early (around 10:00) or possibly check out later (around 13:00) for a reservation from November 20-22.
Are these options available at your property and are they charged extra?
Best regards
COMPLEX QUESTION
Good morning,
I would like to inquire about organizing a group stay for 12 people from November 20-22.
We are interested in double rooms (ideally close to each other) and breakfast included. Please let me know if you have availability for these dates and the total price for the entire stay.
Also, please inform me if it would be possible to organize a group dinner on one evening (e.g. Friday night).
Best regards
COMPLEX QUESTION
Good morning,
For one of our clients, we are considering recommending your property for organizing intimate workshops (8-10 people, with accommodation). Kindly provide information regarding:
- availability of a working room
- possibility to provide meals for participants (breakfast, lunch, dinner)
- option to book single rooms with a collective invoice
- general description of amenities available at the property
Thank you in advance for your response,
Best regards
Results
The complexity of the question did not significantly affect response time. Hotels replied in similar timeframes to both simple and complex inquiries.
What does this mean for the industry?
In the Polish market, guest email responses are measured more often in hours than in minutes.
It's an opportunity to stand out.
A quick response gives an advantage
Just respond within the first 30-60 minutes to act much faster than most properties.
Evening messages
Usually wait until morning. A simple automatic reply can improve the guest experience.
Complex inquiries
Even with them, hotels responded within similar timeframes. Sending the first message is important.
Want to learn how to speed up responses in your hotel?
Check out AI tools designed specifically for the hotel industry. They will help your team respond faster and relieve the most tedious, repetitive tasks.