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    New feature lets you schedule messages to guests

    New feature lets you schedule messages to guests

    Top hosts share their most popular scheduled messages that you can use, too.
    Автор: Airbnb (Nov 19, 2020)
    4-хвилинне чтиво
    Оновлено Feb 2, 2021

    Highlights

    • Schedule your messages: Save time by automating your booking, check-in, on-trip, and checkout messages

    • You’re in control: Choose when to skip or edit messages—and get a full history of what’s been sent

    • Personalization for every guest: Include listing and reservation details with shortcodes

    In our conversations with hosts over the past few months, we've heard feedback that messaging with guests can be tedious—you’re often stuck drafting the same notes over and over. Many experienced hosts have been using the quick replies feature (formerly known as saved messages) to save themselves from repetitive tasks and ensure that their messages to guests stay consistent.

    Now, to help simplify your hosting routine even more, we’re launching a brand-new scheduled messages tool. This tool allows you to schedule messages to automatically send when guests take actions like booking, checking in, or checking out.

    The best part is that you have control of all your scheduled messages, so you can customize, skip, or send them early—and get a full history of what’s been sent. You can even add variables, called shortcodes, to your messages that automatically fill in details like the guest’s name, check-in date and instructions, directions and wifi codes from your listing details, and more.

    Learn how to set up a scheduled message, or check out suggestions below to get started and provide more consistent communication for your guests. And please use the “Give feedback” link in the left sidebar of your inbox to let us know what you think of this feature and how we can improve.

    Top hosts share 6 common times to schedule messages

    We've talked to experienced hosts about how they plan to schedule messages, and we got some great insider tips. Here are suggestions for the best moments to send a scheduled message.

    Note: You can choose from a set of shortcode variables to personalize your messages. They’re represented below using forward slashes (/), and pull information from the reservation or listing details. Learn more

    Shortly after booking
    An immediate thank-you note after booking can let guests know you received their request, help create a good first impression, and provide important details and tips for their upcoming stay.

    As for timing, consider sending these messages shortly after the reservation is confirmed using the After booking action when you create a scheduled message.

    Here are some ideas of what you could include in this message to set the tone:

    • Dear /guest first name/, thank you for booking with us!
    • I’m excited to welcome you at /listing name/ on /check-in date/
    • Please share your trip info with us so we can organize your check-in smoothly, which is usually /check-in time/ or after
    • Here’s some quick information about the neighborhood:
      /neighborhood/
    • Here’s some quick information about getting around:
      /getting around/
    • Let me know if you need any tips about /city/
    • A few days before your trip we’ll share the check-in information.

    Reminder of an upcoming stay
    A few days before check-in, it’s a good idea to remind guests about the details of their upcoming stay so they can start planning their arrival.

    You can send these messages using the Before check-in action. Many of the ideas from the section above apply here, too. Here are some ideas for other key info to share:

    • You can check in any time after /check-in time/ on /check-in date/
    • The listing is at /address/ and here are the directions: /directions/

    Day of check-in instructions
    The day of check-in is a big day! Even though you may have shared check-in instructions recently, many guests find it helpful to receive key info again as they’re arriving.

    You might send these messages the morning of check-in using the Before check-in action. Lots of the ideas from the sections above apply to these messages, too—for example, you could resend directions and check-in time to your guests. Some other messages you could use are:

    • We’re excited to welcome you to /listing name/!
    • Your check-in instructions are here: /check-in instructions/
    • As a reminder, here are our house rules:
      /house rules/
    • The wifi network is called /wifi name/ and the password is /wifi password/

    First day of stay
    The first morning of your guests’ stay is a great time for a quick hello to confirm everything is in order and offer to answer any questions your guests may have.

    You can use the After check-in action to create a message to greet your guests. Many of the ideas from the sections above could work for these messages—or you can also get creative! A couple of ideas include:

    • We hope you're having a wonderful time and you’re enjoying the space so far.
    • We just want to check in and see if there's anything we can do to make your stay more comfortable!

    Checkout
    The day before checkout, you could remind your guests how to check out, where to leave keys, how to handle laundry and trash, etc.

    Using the Before checkout action, you could send a message like:

    • Quick reminder that checkout is tomorrow (/checkout date/), any time before /checkout time/. Thank you for staying with us!
    • We hope you had a wonderful stay at /listing/

    Thank you after checkout
    Twenty-four hours after checkout, you could thank your guests, remind them how much their review means to you, and offer best wishes.

    Using the After checkout action, you could say something along these lines:

    • Thank you for choosing our home during your trip to /city/
    • Thank you for staying with us at /listing name/
    • Your review of your stay at /listing name/ is really important to us. Thanks again for your stay!

    Information contained in this article may have changed since publication.

    Highlights

    • Schedule your messages: Save time by automating your booking, check-in, on-trip, and checkout messages

    • You’re in control: Choose when to skip or edit messages—and get a full history of what’s been sent

    • Personalization for every guest: Include listing and reservation details with shortcodes

    Airbnb
    Nov 19, 2020
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