Do hotels need holiday phone messages if they're open year-round?

Yes. Even if you never close, holiday periods bring changes: adjusted front desk hours, restaurant closures, spa schedule changes, special packages, or higher demand. A holiday-specific message confirms you're open, mentions any changes to normal operations, and directs callers to booking options. It also signals that the hotel is well-managed and paying attention.

How should a hotel handle phone bookings during peak holiday periods?

Direct callers to online booking as the fastest option while still offering to take a message and call back. During peak periods, hold times can frustrate callers. A message that says 'For the fastest booking, visit our website' gives them an immediate alternative. Still capture their details in case online availability doesn't show what they need.

Should hotel holiday messages mention on-site amenities?

Briefly, yes. If your restaurant is serving a special holiday meal, or if the pool or spa has adjusted hours, a quick mention helps guests plan. Don't recite the full list of amenities, just highlight what's different during the holiday. 'Our spa is open with extended hours through December 31' is helpful. A three-minute rundown of every facility is not.

What should a hotel say when forced to close for an emergency?

Lead with clarity: state that you're closed, explain the reason briefly, give the expected reopening date, and address existing reservations first. Guests with bookings are your top priority because they've already committed time and money. Offer rebooking or refunds and provide an email for follow-up. Post updates on your website and social media.

Hotel Holiday Phone Scripts

Ready-to-use scripts

Christmas & New Year (Open with Holiday Hours)

Thank you for calling [Hotel Name]. We're open throughout the holiday season. Our front desk hours during Christmas and New Year are [hours], from [start date] through [end date]. For room reservations, press [number] or visit [website]. If you're a current guest and need assistance, press [number] for the front desk. For special holiday packages and availability, please leave your name, phone number, and preferred dates, and our reservations team will return your call within [timeframe].

Thanksgiving Holiday

Hi, you've reached [Hotel Name]. We're open for Thanksgiving and our front desk is available [hours]. If you're looking to book a stay over the holiday weekend, leave your name, number, preferred dates, and number of guests, and our team will get back to you shortly. Current guests can reach the front desk at [extension or number]. Our on-site restaurant is serving a Thanksgiving dinner from [time] to [time]. Reservations are recommended.

Summer Peak Season

Thanks for calling [Hotel Name]. It's peak season and availability is limited. For the fastest booking experience, visit [website] or leave your name, phone number, travel dates, and room preferences, and we'll check availability and call you back. Current guests, please press [number] for the front desk. Group bookings of five rooms or more should email [email address] for special rates.

Easter / Spring Holiday

You've reached [Hotel Name]. We're open over the Easter holiday with regular front desk hours from [time] to [time]. For room reservations, please leave your name, phone number, check-in date, checkout date, number of guests, and any special requests. You can also book online at [website]. Current guests needing assistance can press [number] for the front desk.

Emergency Closure (Weather / Maintenance)

Thank you for calling [Hotel Name]. Due to [reason], our property is temporarily closed from [start date] through [expected end date]. If you have an existing reservation during this period, please leave your name, phone number, and confirmation number, and our team will contact you to arrange a rebooking or refund. For questions, email [email address]. We apologize for the inconvenience and will provide updates at [website].

Customization tips

Hotels are typically open during holidays, so most holiday messages focus on adjusted hours and special offerings rather than closures. Always mention online booking as the fastest option, especially during peak periods when phone lines may be busy. For emergency closures, prioritize guests with existing reservations and provide a clear path for rebooking. If your restaurant, spa, or pool has different holiday hours, either mention those or direct callers to your website.

Hotels Don’t Close, But Holidays Still Change Everything

Unlike most businesses, hotels are typically open 365 days a year. But that doesn’t mean your phone operations stay the same during holidays. Front desk staffing shifts. The restaurant might close on Christmas Day. Spa hours change. Special packages need promoting. And call volume spikes during peak booking periods.

A holiday phone message for a hotel isn’t about explaining a closure. It’s about confirming you’re open, guiding callers to the right resource, and making it easy to book. The caller who phones your hotel on December 20 looking for a New Year’s Eve room is ready to spend money. Don’t make them work for it.

When to Use Each Script

Christmas & New Year (Open with Holiday Hours) confirms that the hotel is operational and clarifies any adjusted hours. Many hotels reduce front desk staffing during the holiday week, which means longer hold times. This message should push online booking as the fastest option while still capturing details from callers who prefer to speak with someone. If you’re running holiday packages or special rates, mention them.

Thanksgiving Holiday is a big travel weekend in the US. Families travel, friends gather, and hotels fill up. This message confirms availability (or limited availability), mentions any on-site dining options for Thanksgiving dinner, and captures booking requests. If your restaurant is doing a holiday meal, say so. It’s a selling point that can tip a booking decision.

Summer Peak Season isn’t a traditional holiday, but it’s the busiest period for many hotels. This message acknowledges high demand, directs callers to online booking for the fastest results, and captures overflow requests. Group bookings should get their own path (email or a dedicated extension) because they’re high-value and require more back-and-forth.

Easter / Spring Holiday brings a mix of family travelers and weekend getaway bookings. The message confirms you’re open, states hours, and captures reservation details. If you’re running a spring package (Easter brunch, family activities), a quick mention helps.

Emergency Closure (Weather / Maintenance) is rare but critical. Natural disasters, major maintenance issues, or safety concerns can force a temporary closure. Existing guests with reservations are the top priority. The message should acknowledge their bookings, offer rebooking or refunds, and provide a direct contact method.

Phone Volume Spikes During Holidays

Hotels see significantly more phone traffic during holiday periods. Some of it is new bookings. Some is existing guests calling about check-in times, parking, or amenities. Some is event planners looking ahead to the next holiday season.

Your phone message during these periods should act as a traffic director:

New reservations: leave details or book online
Current guests: press a specific number for the front desk
Events and groups: email the events team
General inquiries: leave a message for a callback

Without this routing, every caller ends up in the same queue, and the person trying to book a $500-per-night New Year’s Eve stay is waiting behind someone asking about pool hours.

Online Booking Is Your Best Friend During Holidays

Every holiday phone message should mention your website’s booking system. During peak periods, the phone is the slowest way to book a room. Hold times increase, staff juggle multiple tasks, and callers give up. Your website is always available, shows real-time inventory, and processes bookings instantly.

The phone message doesn’t need to replace the phone. It just needs to offer the website as a faster alternative. “For the quickest booking, visit [website]” takes five seconds to say and redirects a meaningful percentage of callers to a channel that works better for everyone.

After-Hours Holiday Coverage

Even with a 24-hour front desk, there are periods when phone coverage gets thin. Late-night shifts during the holidays, reduced staffing on Christmas Day, or simply a wave of calls that exceeds what one front desk agent can handle.

Safina picks up overflow calls, asks what the guest needs, and sends you structured notes. A potential guest looking to book gets a callback within hours instead of getting a busy signal. A current guest with a question gets directed to the front desk extension. At $11.99/month for the Basic plan, it’s a fraction of the cost of staffing an extra line.

Check out our hotel greeting scripts for daily call handling and after-hours templates for overnight coverage. Restaurants face similar holiday challenges, so our restaurant holiday scripts may also be useful. Visit the script library for the full collection.