Automated Messages lets you automate the sending of messages that you use repeatedly. Send check-in instructions to guests, reservation confirmations to owners, and much more.
Our suggested best practices will help you optimize the setup of automated communication with guests, team members, and property owners. Get started with our basic setup recommendations, and read the scenarios that are most relevant to your business. See the information below.
Basic setup
Get started with our basic setup recommendations below.
Messages that guests should receive before, during and after their stay
Guests should receive the following types of Automated Messages before, during, and after their stay.
- Booking confirmation.
- Check-in instructions.
- A mid-stay message to check how their stay is going.
- Check-out instructions.
- A message to thank the guest for staying at the property, with a request to post a review.
Tip:
Schedule Automated Messages and their content based on how long in advance the guest booked the reservation, and the length of their stay. This ensures that messages are received at the correct time with all the needed information in one message, avoiding unnecessary extra messages.
Reduce manual work when updating Automated Messages or adding new listings
You can reduce manual work by setting as many Automated Message templates as possible to apply to all of your listings. When a new listing is added to Guesty, the template will automatically apply to it.
When creating Automated Message templates that apply to some or all of your listings, add placeholders to customize the messages to make them less general, and more relevant.
Tip:
If your account contains groups of listings with exactly the same information, such as rooms in apartment buildings, set your Automated Messages to be sent per the listing’s city or tags. New listings added to Guesty that belong to that group will automatically be applied.
Last-minute reservations
If you allow last-minute stays at your properties, create a specific Automated Message setup to ensure a smooth check-in and communication experience for your guests. See the information below.
Ensuring communication is sent correctly
If a reservation is confirmed after an Automated Message is due to be sent, the message will still be sent. This ensures that guests do not miss any important information when making last-minute reservations. However, this can lead to multiple messages being sent to the guest at the same time and can cause confusion or loss of information.
For example, a message is sent upon confirmation, and the check-in instructions sent three days before check-in. If the reservation is made less than three days in advance, the guest will receive two separate messages upon confirmation. See the solution below.
- Create a message for reservations that are not last-minute.
Add the sending condition called "Advance notice" to any Automated Message template that is due to be sent before check-in. For example, if a message is due to be sent three days before check-in, choose "Reservation is confirmed more than 3 days in advance" and add the same condition to your separate confirmation message.
This way, for reservations that are made in advance, guests will receive a confirmation message upon confirmation and the check-in instructions closer to the check-in date.
- Create a message for last-minute reservations.
Create a second message with exactly the same check-in instructions, but this time include the confirmation text in the same message. This should be sent upon confirmation if a reservation is confirmed less than a number of days before check-in. For example, choose "Reservation is confirmed exactly or less than 3 days in advance".
This way, when a guest makes a last-minute reservation they will receive all the needed information in one message upon confirmation.
Requirement to complete a Check-in Form before check-in instructions are sent
If your setup requires guests to complete a Check-in form before check-in instructions are sent, add a link to the Check-in form in the reservation confirmation message.
In the message, mention that that check-in instructions will be provided within the hour, providing the form is completed and that otherwise, check-in instructions will not be received.
Tip:
Set the check-in instructions to be sent an hour or two after confirmation of the reservation so that the guest has time to complete the form.
You can also create an Automated Message that is sent if the guest did not complete the form, letting the guest know that the check-in instructions will not be sent. Alternatively, create a message that will be sent to a team member to request that they handle the situation manually.
Send messages "After Confirmation" rather than "Before Check-in"
When creating or editing an Automated Message template, you can choose when the message should be sent.
We recommend using the "After Confirmation" option rather than "Before Check-in" as the trigger for the check-in instructions Automated Message when creating a setup for last-minute reservations. Sending the message sometime after confirmation ensures that the guest has time to comply with all your requirements before sending them their check-in instructions.
For example, if check-in instructions are sent seven hours before check-in only if a Check-in form is completed, and a last-minute reservation is confirmed six hours before check-in, Guesty will try to send the check-in instructions upon confirmation. However, the guest will not have had time to complete the Check-in Form, causing the message not to be sent.
Tip:
Set one flow for reservations that are booked further ahead check-in, and a different flow for more time-sensitive scenarios, such as the above.
Payment-related Automated Messages
For reservations where payments are collected in Guesty, use Automated Messages to notify guests when payment hasn't been received.
Fully paid refers to receiving the payout for a reservation within the Guesty platform.
Important:
Don't use the "Reservation was fully paid" sending condition when sending check-in instructions for Airbnb reservations.
Airbnb reservations will be marked as "Fully paid" 24 hours after check-in and every month if it’s a long-term reservation.
Send a message regardless of payment status
You could start on good terms with guests by sending a confirmation message regardless of whether or not payment was received. You should create the following two Automated Message templates.
- A message sent upon booking confirmation. Advise in the message that a payment confirmation email will follow shortly.
- A message to confirm payment was received. Schedule this for a specific amount of time after booking confirmation.
Notify a guest if a payment has failed
If a reservation has been received without payment, create an Automated Template that will only be sent upon confirmation if the balance is more than zero. See the information below.
- Add the "Reservation was fully paid" sending condition to the message and set the toggle as "Yes".
- Schedule the message to be sent an hour or two after confirmation. This provides adequate time for the payment to be processed. Otherwise, the message will not be sent.
Tip:
You could also schedule a message to be sent exactly upon confirmation to let the guest know that the payment is being processed and that you will send them a message when the payment is completed. This can help put the guest's mind at ease.
Send different booking confirmations based on whether or not payment was received
Create two Automated Message templates for two different scenarios; one message if the balance due is zero, and another if the balance due is more than zero.
To do so, add the "Reservation was fully paid" sending condition to the messages and set the toggles as "Yes" for one message, and "No" for the other.
Tip:
Create another Automated Message that will be sent to a team member when a reservation is not fully paid to inform them that they should track the payment situation manually.
Send a message to let guests know they have a remaining balance
Schedule an Automated Message to be sent a few days after confirmation to let the guest know that there is still an amount to pay. A second Automated Message can be scheduled for a specified number of days later to let the guest know that the reservation will be canceled as the payment has not been received.
Note:
Add the "Reservation was fully paid" sending condition to the message and set the toggle as "No".
Prevent guests from receiving check-in instructions when payment has not been received
To ensure that check-in instructions are only sent after a guest has paid for the reservation, schedule an Automated Message to be sent if their payment has failed, requesting a different payment method. As processing the payment may take a few seconds longer in some cases, schedule the message to be sent an hour after confirmation. To encourage guests to provide the new payment details, mention that check-in instructions are only provided if payment has been made successfully.
Note:
Add the "Reservation was fully paid" sending condition to the message and set the toggle as "No".
Tip:
You could also schedule a message to be sent exactly upon confirmation to let the guest know that the payment is being processed and that you will send them a message when the payment is completed. This can help put the guest's mind at ease.
Tip:
When creating payment-related Automated Messages, take the last-minute reservation scenarios into consideration.
Check-in form and rental agreements
You can send Automated Messages based on whether or not a guest has completed a Check-in form or rental agreement. Follow the instructions below.
1. Create an Automated Message template to be sent upon booking confirmation
Create an Automated Message template to be sent upon booking confirmation and add the Check-in form and/or rental agreement placeholders to include links to the forms. The message should mention that check-in instructions will only be sent if the forms are completed. Inform the guest when the instructions will be sent for their peace of mind.
For last-minute reservations: inform the guest that check-in instructions will be sent in an hour.
2. Create an Automated Message template to be sent with the check-in instructions
Create an Automated Message template to be sent with the check-in instructions X days before check-in. Add the Advance notice sending condition, to make sure the message will only be sent if the reservation was confirmed more than X days before check-in. Also, add the Check-in form completed and/or Agreement completed sending conditions with the toggle turned on, to make sure the message will only be sent if the forms were completed.
For last-minute reservations: set the message to be sent an hour after confirmation and change Advance notice so that the message will only be sent if the reservation was confirmed exactly or less than X days before check-in.
In addition, you can create a message to be sent to a team member, instructing them to move to direct communication with the guest and handle the situation manually if the check-in instructions were not sent due to incompletion of the forms.
3. Create an Automated Message template to be sent as a reminder to complete the forms
Create an Automated Message template to be sent two days before check-in, reminding the guest to complete the forms. Add the Check-in form completed and/or Agreement completed sending conditions with the toggle turned off, to make sure the message will only be sent if the forms were not completed.
In addition, you can create a message to be sent to a team member, instructing them to move to direct communication with the guest if the forms were not completed, to make sure they complete them in order to receive the check-in instructions.
Setup for extended stay reservations
If you are offering longer-term reservations at your properties, cater to this by optimizing your Automated Messages setup. For example, offer mid-stay cleans to guests that are staying longer or reduce the manual work by sending messages later into their stay to check that everything is in order. See the information below.
Sending messages based on whether or not a reservation is an extended stay
When creating an Automated Message to be sent to guests with longer-terms stays, select the "Number of nights" sending condition, and specify that the number of nights is equal to or greater than the minimum number of nights you consider as an extended stay. Learn more.
Selecting your extended stay listings
When creating or editing an Automated Message template, specify that the messages should only be sent for reservations at your extended stay listings. You can do this by adding a tag to all listings that allow extended stays and specifying that the message should only be sent for these listings. Learn more.
Use cases for sending conditions
Sending conditions are filters that are added to Automated Message templates to specify under which circumstances the messages are sent. You can add these when creating or editing your messages. See below some of the conditions and our suggested use cases.
Host total payout
Create different messages for reservations with higher payouts, and offer extra services or VIP treatment. This helps ensure that guests are less likely to cancel and have a great experience.
Number of nights
Send messages to guests that are staying longer than seven days to offer mid-stay cleaning services.
Guest provided an ETA
- Remind guests to provide their ETA.
- Send different check-in instructions to guests that are checking-in late.
Add branding to your Automated Messages
Make your emails stand out from the competition by adding your branding to them. You can add images, such as your logo, insert hyperlinks, HTML code, and more. When creating or editing an Automated Message template, scroll down to the "Message" field to add the formatting. See the formatting options below.
- Copy and paste existing formatting from another source into the Message field.
- Use the toolbar above the Message field to add formatting, such as adding an image or a header.
- Add HTML code by clicking Source in the formatting toolbar and pasting the code into the field. Click Source again when done.
Note:
It is currently not possible to change the color of the text.
Sending messages in different languages
You can send messages in different languages by using the "Guest Preferred Language" sending condition. Start by creating a selection of Automated Messages in various languages. For each reservation, you can add the guest's preferred language. Follow the instructions below.
1. Update Guest Details
For each reservation, update the "Preferred Language" field under Guest Details. The guest preferred language field is not populated automatically, it must be filled out manually. See more information here.
2. Create a default message
Create a default Automated Message template that will be sent regardless of any changes made to the Custom Field on the reservation. This message will usually be in English, but choose whichever language is relevant for the majority of your guests.
Add a sending condition by selecting all of your preferred languages from the drop-down and turning the toggles to No.
3. Create separate messages for each of the other languages
Create separate Automated Message templates for each of the other languages. On each template, add a sending condition for the relevant language and ensure that the toggle is turned to Yes.
Tip:
Messages sent upon booking confirmation should be sent in the default language as you may not update the reservation's Custom Field in time. Alternatively, send one message containing all supported languages and ask the guest for their preferred language for future communication.
Note:
As Custom Fields need to be manually updated per reservation, set your preferred default values. For example, turn the toggle to Yes if you would like the default answer to be yes by default. Learn more.
Internal communication with team members
Use Automated Messages to communicate internally with team members, such as cleaners and those who deal with guest communication.
Avoid items getting missed by your team members when their inbox is inundated
Avoid items getting missed by your team members when their inbox is inundated by sending them a reminder SMS message upon confirmation or guest check-in.
Example message:
"Guest {{guest}} is checking in today! This is a friendly reminder to check your inbox for today's cleaning report".
Informing staff members of upcoming reservations
Send Automated Messages to staff members to inform them of upcoming reservations. Use the next reservation placeholders.
Example message:
Hi {{user}},
We are expecting the next guest on {{next::checkin}}.
Please have the apartment ready by then.
Regards,
{{host_first}}
We are expecting the next guest on {{next::checkin}}.
Please have the apartment ready by then.
Regards,
{{host_first}}
Sending reminders to cleaning staff a day before check-in
Remind cleaners of upcoming jobs by sending Automated Messages a day before check-in.
Create an Automated Message for a day before the scheduled time of the task. For example, if the task is due to take place an hour after check out, configure the message to be sent to the cleaner 23 hours before check-out.
Example message:
Hi teammate,
{{guest}} will be checking out tomorrow. Please ensure this task is on your radar.
Informing staff members of changes to reservations
Inform staff members about changes made to the number of guests, the length of stay, and if the guest relocates to another listing by selecting "Alteration" from the drop-down under "When should this message be sent"?. Use the relevant placeholders in addition to this to customize the message.
Special treatment for guests with reservations over a certain amount
If a reservation's balance is above a certain amount, you may wish to provide a guest with special treatment, such as leaving a gift basket in their room with a personal note.
Create an Automated Message template that will be sent to a team member one day before check-in if the total payout is greater than a certain amount. Use the "Host Total Payout" sending condition to define this.
Example message:
The following guest will be checking in tomorrow: {{guest}}. Please provide a fruit basket in their room with a note to thank them for their stay.
Remind staff members to collect payments from guests
If a reservation's payment has not yet been collected, ensure that payment is collected before the guest checks-in by sending an Automated Message to relevant team members.
Create an Automated Message template that will be sent to relevant team members 22 hours before check-in. Use the "Reservation was fully paid" sending condition and change the toggle to No. You can also include the following placeholders in the message.
- The guest's full name.
- The listing title or nickname.
- Check-in date.
- Check-in time.
- Balance due.
Tip:
Create an Auto Payment rule to collect the full balance one day before check-in.
Communication with owners
Help property owners understand how successful their listings are by sending them Automated Messages upon booking confirmation. When creating or editing the Automated Message template, select Owners from the drop-down under "Send message to".
Note:
The Automated Message will be sent to all owners that the listings are assigned to.
Messaging guests via the booking channel platform vs. email
Choose which email address will be used for guest communication per reservation
When creating or editing an Automated Message template, you can choose whether to send messages through the booking channel's platform, or via email or SMS to the guest directly. This can be selected from the drop-down under "How should the message be sent?". Learn how the messages are sent based on the option that you choose.
Each time a reservation has been received, we recommend selecting the email address that should be used as the primary address for communication with the guest. See the information below.
- To communicate with a guest via the booking channel's messaging platform, choose the proxy email address that came from the booking channel.
- To communicate with a guest directly via email by choosing their private email address as the primary one.
Tip:
Learn how to select a reservation's primary email address for communication.
Note:
A proxy email address is what enables the flow of communication between a booking channel's messaging platform and Guesty.
Sending messages via Airbnb's messaging platform vs. email
When a message is set to be sent via email, if the guest's private email address is not added in Guesty and the Airbnb proxy email is selected as the guest’s primary email address, the message will be sent via Airbnb's messaging platform instead.
As Airbnb doesn't currently support HTML messages in their platform, messages will be displayed to guests as regular text. As a workaround, add "Channel" as a sending condition on the Automated Message template and select Airbnb from the drop-down. Choose for the message only to be sent by email for non-Airbnb reservations.
