Simplifying communication

Scheduled messages and quick replies can save you time. As you write these messages, keep in mind that guests are more likely to read them if they’re timely and short.

Automatically send scheduled messages to guests after they take certain actions, like booking a stay, checking in and checking out.

Consider scheduling messages at these moments.

• Booking enquiry or request: Respond right away (or within a maximum of 24 hours) when guests reach out.
• Booking confirmation: Thank guests for booking and let them know you’re available to answer any questions.
• Before check-in: Around 24 to 48 hours prior, remind guests where they can find check-in instructions and share any notes about getting inside. 
• After check-in: Ask how everything is going shortly after guests arrive.
• Before checkout: Send a friendly reminder of your checkout time the night before guests leave to help prevent late checkouts.
• After checkout: Thank guests and ask them to leave a review. Review them as soon as you can.

Answer common questions with a single tap or click by creating quick replies. You can use the same quick replies across all your listings.

Personalise your replies with shortcodes that automatically fill in guest, reservation and listing details. Make sure all your listing details are complete before using shortcodes.

Some examples of shortcodes:

• Guest’s first name
• Check-in date
• Check-in time
• Checkout date
• Checkout time
• Check-in method
• Checkout instructions
• Directions
• Guidebook
• House manual
• House Rules
• Wi-Fi name
• Wi-Fi password

If you use API-connected software, you’ll be able access these features from your software if your provider has integrated them. If not, contact your provider to find out when they’ll be available.

Information contained in this article may have changed since publication.