To set up and customise your property’s scheduled messages, go to Guest Engagement > Communication > Scheduled messages.
About scheduled messages
Automate guest communications by sending messages at scheduled times (pre-stay, during-stay, or post-stay:
Pre-stay: reservation confirmation, upsell offers, information, check-in
During-stay: feedback, information, upsell offers
Post-stay: feedback, information
Set up sending rules and segmentation to send the right message to your guests, at the right time.
Scheduled messages can be sent via email or SMS, and for Airbnb guests, your scheduled messages will be automatically sent to Airbnb guests as an Airbnb message.
💡Scheduled messages for Airbnb:
Your scheduled messages will be automatically converted from email format into the Airbnb message format. The guest will receive the scheduled message via Airbnb, (in the “Messages” tab if they have the mobile app), and they will also receive an email notification from Airbnb notifying them that they have received the message.
How to set up scheduled messages
To set up scheduled messages to be sent via email, SMS, or via Airbnb for Airbnb guests:
Go toGuest Engagement > Communication > Scheduled Messages.
Next to Pre-stay, During-stay, or Post-stay, click the Create new button.
Choose the type of message you want to send (check-in, information, upsell, feedback, etc).
In the Email design tab, set up the email content, including message copy, subject line, header image, etc.
To set up a text message, go to the SMS tab.
Set up the Sending rules and Segmentation.
If needed, add custom translations for your enabled languages.
Click Save.
💡 Tips:
Add the guest’s first name tag to the email subject line to improve open rates. Use the Insert content tool when creating the message.
Test messages before activating / saving them. Click Send test message while editing any message template. If you want to test the full guest experience, you can add yourself as a test user (Guest > Add guests).
Types of scheduled messages
Reservation confirmation messages
When to use: Pre-stay
Initial booking confirmation
Reservation modification updates
💡Note: Only send reservation confirmation messages if your PMS syncs hourly or more frequently. These will be in addition to any confirmation emails sent by the channel.
Check-in messages
When to use: Pre-stay
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.
Request guest details
Streamline check-in process
Reduce front desk waiting time
Upsell messages
When to use: Pre-stay and during-stay
Pre-stay upsell messages:
Room upgrades
Additional services
Add-on packages
During-stay upsell messages:
Offer personalised experiences
Promote on-property services
Suggest timely add-ons
💡Note: Set up specific Sending rules and Segmentation settings to ensure guests only see suitable offers.
Information messages
When to use: Throughout the booking journey
Pre-stay information:
Share property details including location and transportation information
Available amenities and facilities, and nearly attractions
Arrival and check-in instructions
During-stay information:
Communicate important property information or updates
Highlight available services and facilities
Share facility operating hours
Post-stay information:
Share loyalty program details
Provide future booking information
Communicate special offers
Feedback messages
When to use: During-stay and post-stay
During-stay feedback:
Collect mid-stay reviews to ask a guest how their stay is going so far
Address concerns promptly before they check out
Improve guest experience
Post-stay feedback:
Thank guests for their stay and encourage return visits
Request guests to complete an internal feedback survey
Request reviews on TripAdvisor or another review site such as Google
View sent scheduled messages
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:
Sent scheduled messages (with timestamp) — click on View to preview the message that was sent.
Pending scheduled messages — any scheduled messages that you have set up for your property, but have not been sent to the guest yet (due to the sending rules or segmentation). If you wish, click on Send to send a message to the guest manually.
View sent messages in Messaging hub
Once a conversation is started by the guest in Messaging hub (for example if a guest messages you via WhatsApp), you will be able to view any scheduled messages that have been sent to the guest in the same conversation in Messaging hub, centralising all your guest communications in one place.
💡 Note: If a guest replies via email or SMS, the reply will be sent directly to you. Email and SMS replies will not be visible in Messaging hub.
Top tips for setting up scheduled messages
Keep messages concise and relevant
Time messages appropriately in the guest journey
Use segmentation for targeted offers
Test all messages before activation
Regularly review and update message content
Personalise messages with the guest’s details
Apply your branding with a colour theme, header, logo, and links to your social media profiles