While reservation conditions apply to an entire message automation, message conditions are rules that apply to a specific message within a message automation. Message conditions specify if the message is sent based on the defined criteria—for example if the guest submitted a check-in form, or if the number of guests exceeds 4—they do not determine or affect the time the message is sent.
How message conditions are applied
A message automation is added at reservation confirmation if the reservation meets the defined reservation conditions. Automated messages within the automation are triggered independently based on the specific criteria you set up in the message conditions. You can add more than one condition to your message, in which case the message will only be sent if all message conditions are met.
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Example 1: Let's say you set up a message with the message conditions: 1 day after confirmation, and "only if number of guests" is more than 4 and the "ETA" is yes. The message will only be sent one day after the guest confirms their reservation, but only if the reservation has 4 or more guests and has submitted a planned arrival time. |
If these conditions aren’t met, the message won’t be sent, and the automation moves to the next message, checking if its criteria are met before sending.
Since the automation is added at reservation confirmation, if the scheduled time of the message has already passed when the reservation is confirmed, the message will be sent at confirmation. For example, if a message is scheduled to be sent 1 day before check-in, but the reservation is confirmed 8 hours before check-in, the message will be sent at confirmation (8 hours before check-in).
Beta users: Automated messages are sent at the scheduled time when all conditions are met. If the scheduled time passes and conditions are still not met, the message moves to a waiting status until the conditions are fulfilled or the message expires. The status of automated messages based on their conditions will reflect in the automated messages widget. Messages expire under the following conditions:
- Messages related to check-out expire 7 days after their scheduled time
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Messages unrelated to check-out expire at check-out
Types of message conditions
There are two types of message conditions: default message conditions and custom message conditions.
Default message conditions
Add messages to reservations based on the number of guests.
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Example 1: |
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| Is | The message will be sent when the total number of guests confirmed in the reservation is equal to 4 guests. |
| Is not | The message will be sent when the number of guests confirmed is either more than or less than 4 guests. |
| Is more than | The message will be sent when the total number of guests confirmed is higher than 4 guests—meaning 5 guests or more. |
| Is less than | The message will be sent when the total number of guests confirmed is lower than 4 guests—meaning 3 guests or less. |
Add messages to reservations based on whether or not the guest paid for the reservation: toggle yes/no.
You can use this condition to make sure the check-in instructions are only sent to guests that have paid for their reservation, giving only them access to the property.
Important:
Do not use this condition when sending check-in instructions for Airbnb reservations since they are only marked as fully paid 24 hours after check-in. You can use the "Channels" reservation condition to exclude Airbnb in this case.
Add messages to reservations based on whether or not the guest has completed their check-in form: toggle yes/no.
You can use this condition to make sure the check-in instructions are only sent to guests that have completed their check-in form, giving only them access to the property.
This condition can also be applied when using the Guest app.
Add messages to reservations based on whether or not the guest signed their rental agreement: toggle yes/no.
You can use this condition to make sure the check-in instructions are only sent to guests that have signed their rental agreement, giving only them access to the property.
Add messages to reservations based on the guest's planned arrival. If the reservation does not have an estimated time of arrival (ETA), the condition will be checked against the reservation's default check-in time instead.
You can use this condition to send a message to guests that are arriving before the designated check-in time to charge them for early check-in. Similarly, if needed, you can use this condition to send specific check-in instructions to guests that are arriving late at night.
Add messages to reservations based on whether or not the guest has given an estimated time of arrival (ETA): toggle yes/no.
You can use this condition to remind guests to provide an ETA.
Add messages to reservations based on the guest's planned departure. If the reservation does not have an estimated time of departure (ETD), the condition will be checked against the reservation's default check-out time instead.
You can use this condition to send a message to guests that are checking out after the designated check-out time to charge them for late check-out. Similarly, if needed, you can use this condition to send specific check-out instructions to guests that are leaving late at night.
Add messages to reservations based on whether or not the guest has given an estimated time of departure (ETD): toggle yes/no.
You can use this condition to remind guests to provide an ETD.
Add messages to reservations based on the guest's preferred language. For example, if the guest’s preferred language is Spanish, you can create a message template in Spanish and add the condition “Preferred language is Spanish” so the message will only be sent to guests with Spanish preferred language.
Important:
The guest preferred language field is not populated automatically, it must be filled out under Guest Details.
Add messages to reservations based on the city the guest is originally from. You can use this condition to selectively target guests that book a reservation in the city they live in, particularly a short stay, to emphasize their understanding of your house rules, party restrictions, etc.
Note:
This condition is only supported when the hometown is provided by the booking channel or added manually in Guesty.
Add messages to reservations based on whether or not a guest has stayed at this property before: toggle yes/no.
You can use this condition to adapt your messages to the experience of returning guests that have already received the basic messages in the past.
Add messages to reservations based on how much the guest paid for the reservation: equals/does not equal/is more than/is less than/is between X listing currency.
You can use this condition to create unique messages for guests that pay more for their reservation to offer additional services free of charge, for example, or a VIP experience to make sure they feel their money was well spent and encourage them to return.
Note:
This message condition applies only to Airbnb reservations.
Add messages to reservations based on whether the guest should be auto-reviewed. Use the toggle to enable or disable the auto review feature for a guest on the reservation page. 
Note:
This message condition applies only to Airbnb reservations.
Add messages to reservations based on whether the guest has already submitted a review of their stay and your property: toggle yes/no. You can use this condition to remind guests to leave a review only if they have not left one yet.
Custom message conditions
You can use reservation custom fields that have a yes/no field type to create message conditions for specific cases.
Create the custom field, add it as a message condition, and activate it before the scheduled sending time for the relevant reservation to make sure the message is added to it. Learn more about using custom fields for reservations as conditions in messages.