We sent 958 messages to hotels across Poland. The messages ranged from simple questions to requests for tailored offers. We measured the time taken to receive the first response.
Messages
958
Channel
Region
Poland
Industry
Hotels
Average response time
16h 56m
Median response time
12h 5m
Guests often email instead of calling. They ask about availability, family rooms, parking or offers for specific dates. Response time matters greatly because interest in a stay is often short-lived.
There was a lack of hard data from Poland. We wanted to find out how quickly reception and reservations teams at hotels in Poland actually respond.
These are not international figures. The study covers the Polish hotel industry only.
Number of messages
958
Each one was sent to a real hotel.
Message content
Varying complexity
From simple questions to requests for offers for groups and families.
Measurement
First response
We measured only the time to the first response, not the time taken to resolve the enquiry.
The messages varied in complexity and were randomly assigned with an equal probability for each enquiry type (complex or simple). All messages were written in Polish.
Simple question
Hello,
Can I bring my dog?
Kind regards
Simple question
Hello,
Is parking available for guests on site?
Kind regards
Simple question
Hello,
Are hairdryers available in the bathrooms, or should I bring my own?
Kind regards
Simple question
Hello,
Are there kettles in the rooms, or facilities for making coffee and tea?
Kind regards
Simple question
Hello,
Is it possible to check in early or leave my luggage before check-in?
Kind regards
Complex question
Hello,
I would like to ask whether it is possible to check in early (at around 10:00) or, alternatively, check out later (at around 13:00) for a booking from 20 to 22 November.
Are these options available at your hotel, and do they incur an additional charge?
Kind regards
Complex question
Hello,
I would like to enquire about arranging a group stay for 12 people from 20 to 22 November.
We are interested in twin rooms (ideally close to one another) with breakfast included. Please let me know whether you have availability during this period and the total price for the stay.
I would also be grateful for information about whether dinner could be arranged for the group at the same time (for example, on Friday evening).
Kind regards
Complex question
Hello,
We are considering recommending your hotel to one of our clients for a small workshop (8–10 people, including accommodation). I would be grateful for information on:
- availability of a suitable meeting room
- options for providing meals for participants (breakfast, lunch and dinner)
- the option to book single rooms with one consolidated invoice
- a general overview of the facilities available at the hotel
Thank you in advance for your reply,
Kind regards
⌛ 16 hours 56 minutes
On average, this is how long a guest waited for the hotel’s first response to their enquiry. The median response time was 12 hours and 5 minutes. The fastest hotels replied within 1–2 minutes, while the slowest took more than two days.
The complexity of the question had no significant impact on response time. Hotels took a similar amount of time to respond to simple and complex enquiries.
In the Polish market, responses to guest emails are more often measured in hours than minutes.
This is an opportunity to stand out.
Responding within the first 30–60 minutes is enough to act much faster than most hotels.
They most often wait until the morning. A simple automated response can improve the guest experience.
Even for these, hotels responded within similar timeframes. Sending the first message is what matters.
Explore AI tools designed specifically for the hotel industry. They will help your team respond faster and take care of the most tedious, repetitive tasks.
