Can You Share Too Much Information With Event Guests?

Can you put too much information on a guest itinerary? The short answer: No. Knowing what to expect is key in building attendee anticipation. We have some serious experience doing this, so we’ve laid out our recommendations for what and how much to tell attendees before an event.

In our case, this information lives in a cloud-based itinerary, so it’s available ahead of time and is always up to date. Even if you’re not working with dynamic itineraries, these tips apply to any pre-event communication you send out.

More is Better

As Event Professionals, we can all relate to being a little Type A. It’s what makes us thorough, knowledgeable, and dependable. We can relate to the need to know as much information as we can about an upcoming party or trip. While not every attendee you’ll encounter will be as Type A as you, people are now accustomed to having tons of information at their fingertips that will help them pack, prepare, and get excited for an event. When you provide less than what attendees are used to, it’s actually a point of frustration. This is why we abide by the “more is better” rule of thumb. Every description is an opportunity to engage and excite.

Types of Details

So we can agree that more information is key – but where do you start? What kind of information should you include?

Common Courtesies: don’t underestimate the power of speaking to your guest as though they are, in fact, a person. It’s easier to just list out details, but simply starting with a “Please join us for” or “We’re looking forward to seeing you at…” goes a long way in making the experience feel personalized.

What to Wear: it’s not news that people agonize over what to wear to an event they care about. Any direction you can provide as to the formality, location (indoor/outdoor), or forecasted weather of an event will be appreciated. If your event warrants it, this is even great content to share leading up to the event in a “What to Wear” blog post or social series. Feature photos from last years’ attendees or inspiration from influencers.

What to Bring: what’s worse than showing up somewhere and realizing you needed a photo ID (which is now inconveniently in your hotel room and you’re carless)? Or bringing an umbrella you can’t take into a concert? Or not using a venue-approved bag for your belongings? The list goes on. A description or list of items to bring (or not bring) is extremely useful and avoids attendee frustration.

What Will There Be to Eat/Drink? Should attendees eat ahead of time or will food be provided? If it is provided, how heavy is the meal and are there options for those with dietary restrictions? Is there a cash bar or are drinks complimentary? Hungry, sober guests aren’t high on anyone’s list of event outcomes, so help them prepare for the situation.

Brand Messaging: use event descriptions as an opportunity to reinforce your messaging. Give them some history, reinforce your tagline, and share facts and statistics about why your event is the best event. This is also a great place to introduce attendees to a campaign or hashtag you wish to use during the event. The more they are exposed to it in a relevant place, the more likely they are to recall it when it’s time to use it.

Good luck on your next event and happy writing!

Want to see our itineraries in action?


The Vegas VIP Experience

What Can Event Planners Learn from Las Vegas VIPs?

Las Vegas invented the VIP experience, and they continue to redefine what it means to be indulged. Whether you want playlist control and a front row fountain seat at Hyde Bellagio (for a cool $250,000, with drinks delivered by the Super Mario Brothers) or a Villa at Caesar’s Palace that boasts self-playing pianos, private celebrity chefs, and remote-controlled toilets, Vegas has you covered.

As a company that champions remarkable experiences, we know there’s a lot to be learned from the way Vegas treats its guests. It’s the perfect place to find inspiration if you’re looking for ways to step up your guest experience game. We’ve pulled together some Sin City tricks of the trade that could work for any event to get you started.

Personalize Everything

It’s the same concept that makes you feel welcome in the home of a great hostess. A guest should feel they’ve been thought of ahead of time and that their presence is an important one. After all, few things make you feel more important than when little details were clearly designed with you in mind: your favorite music is playing when you check into your hotel room instead of stock smooth jazz; when you arrive at the theater, you are greeted by name and led to your seat with a smile; your massage chair relaxes you to the rhythm of whatever song you’re listening to (this is, of course, an actual thing in Vegas). Anything you can do to include someone’s name or personal preferences into their experience goes a long way in making them feel like a guest – not a number. This can be accomplished in communications, greeting during events, and in the way you prepare materials and spaces ahead of time.

Don’t Underestimate Exclusivity

We all love a little something extra, don’t we? A complimentary upgrade we didn’t expect, a personal tasting of a new dish the chef is trying out, or early access to, well, anything. It’s a little like winning the experience lottery because you always expect what you planned and paid for, but the extras are the most exciting. Even if those exclusive pieces are paid for, that is what sets their experience apart from everyone else’s. Try adding in tiers to your event, so guests can choose to upgrade their own experience if they have the budget. You can also plan ahead for upgrades, extras, or surprises that you present to VIPs, influencers, or other guests for free – this way, you’ve budgeted for it and they still get the surprise of a complimentary perk!

Always Deliver – Or, Better Yet, Overdeliver

Here’s the scenario: Your high-profile guest is all set for the trip of a lifetime; their expectations are high, and your team is all prepared to exceed those expectations, but in hospitality, you have to expect that things will go wrong. Planes may be delayed, rooms aren’t always ready on time, or rain ruins plans for a rooftop event. It’s how you respond that defines your guest’s experience, and this is where many fall short. When you’re dealing with VIPs, you should take every opportunity to make up for inconveniences and disappointments, even when they weren’t your fault.

Don’t just correct the mistake – take the opportunity to go above and beyond for their trouble to leave a lasting impression of quality. Sometimes it’s going to cost more, but Vegas hospitality icons know that the small extra cost is well worth the customer satisfaction and loyalty. If a guest’s room isn’t ready, provide them with complimentary champagne while they wait. If the VIP table they reserved got moved around, comp their meal and invite them back.

The Las Vegas commitment to VIPs provides endless inspiration. If you want to see how executing on that commitment becomes easier with concierge.com, visit our software page. And, of course, a little reconnaissance trip never hurt, right?