Which guest messages should you automate?

HostStack Team · Team discussion starter

HostStack Team — Team discussion starter. General information, not legal, tax or financial advice.

Automate predictable information, not decisions that need judgement. A confirmation message can summarise dates, guest numbers and agreed booking conditions. An arrival message can explain directions and check-in arrangements. A brief stay message can invite the guest to report a problem, and a checkout message can confirm departure time and reasonable instructions.

Build messages around the actual booking state. A cancelled booking must not receive access information, and a changed arrival date must update the schedule. Check time zones, duplicate sends and what happens when a message fails. Test templates with sample bookings before relying on them for real arrivals.

Keep access details separate from generic reminders and release them only after your required security checks are complete. Use the booking channel's permitted messaging and payment processes. Do not assume automation allows requests the platform otherwise prohibits, and avoid including personal data or permanent access credentials in widely reused templates.

Make the messages short and specific to the property. Guests need the correct parking, entry and contact information, not a long sequence repeating the same instructions. Provide a way to reach a responsible person; an automated reply should not imply that someone is monitoring continuously when they are not.

Route urgent issues to a human escalation process. A lockout, suspected safety issue or serious complaint should not wait for the next scheduled message. Record who is on call and the fallback if they cannot respond. Review unanswered questions and amend the templates, while leaving sensitive or unusual circumstances for a person to handle.

Which message reduced repeated questions, and which would you never automate? Please describe genuine experience without sharing access codes or guest messages containing personal data.