💡 Important to know
To set up and customise your property’s scheduled messages, go to Emails > Scheduled messages.
This article covers which scheduled messages you can send to your guests, and how to set them up.
About scheduled messages
With Scheduled messages, you can create a diverse range of emails and SMS containing helpful information, from a simple Reservation confirmation, to a Check-in reminder, Upsell promotion, or Post-stay feedback survey, and send them at scheduled times, thereby improving both the quality and quantity of your customer communications.
Pre-stay messages
To set up a pre-stay scheduled message, follow the steps below.
Go to Emails > Scheduled messages.
Next to Pre-stay, click on the Create new button.
Click on Choose type and select a scheduled pre-stay message to set up:
Upsell — this type is used to promote upsell offers, such as room upgrades, services, add-ons, etc, which can boost your property’s Revenue per available room (RevPAR). To help ensure that your guests only see suitable offers in their scheduled Upsell messages, you will need to set up specific Sending rules and Segmentation settings. (See the section below titled ‘Segmentation and Sending rules’ for more information about this.)
Reservation confirmation — there are two options with this type:
Send a reservation confirmation to the guest when their reservation is made.
Send a reservation confirmation update to the guest when their reservation is modified.
⚠️ Do not use either of the scheduled Reservation confirmation types if you are not connected to a PMS that is synced at least every hour.
Information — best sent to a guest as soon as their reservation is received, this type is used to share useful information about your property (and its upsell offers, if you wish).
Check-in — this type is used to ask guests to submit their check-in details prior to arrival, and as a result, make the check-in faster, smoother, and simpler, both for them and for your property.
During-stay messages
To set up a during-stay scheduled message, follow the steps below.
Go to Emails > Scheduled messages.
Next to During-stay, click on the Create new button.
Click on Choose type and select a scheduled during-stay message to set up:
Feedback — this type is used to ask a guest how their stay is going so far. If their feedback is positive, then great; but if not, it gives you an opportunity to take action and improve their experience.
Information — this type should inform the guest important information, for example, your restaurant, gym, etc.
Upsell — also as above, this type is used for upselling, but because it is sent during, rather than before, a guest’s stay, it should focus on offering more bespoke offers.
Post-stay messages
To set up a post-stay scheduled message, follow the steps below.
Go to Emails > Scheduled messages.
Next to Post-stay, click on the Create new button.
Click on Choose type and select a scheduled post-stay message to set up:
Feedback — this is used mainly for three things: 1) thank a guest for staying, 2) encourage them to stay again, and 3) solicit a review via a platform of your choice (Tripadvisor by default).
Information — as described above, this type is used to share important information about your property with your guest, albeit after they have checked out.
💡 Note:
You can set up multiple scheduled Feedback messages for your property — for example, one during the guest’s stay and one two weeks after check-out reminding them to submit a review (if they have not done so already).
To send a test scheduled message, when editing it, click on the Send test message button.
Will I be notified once a scheduled message has been sent?
To see if a scheduled message has been sent to a guest, go to Guests > Guest list, then click on the guest's name to open their profile.
In the Messages tab, you will see a list containing the following:
Any scheduled messages that have been sent to the guest, which are marked with a Sent on date — you can click on View to preview the message that was sent.
Any scheduled messages that you have set up for your property, but have not been sent to the guest yet — if you wish, click on Send to send any message to the guest.
