As a host, being responsive is crucial to acquiring great reviews and gaining the algorithm’s favor. By using this tool called automated messaging, you won’t have to type out a message and send it manually through the channels.
Let’s plunge into it!
How to automate your messages?
Create new rule
To create a new automated messages rule go to create/add a new rule.
Select the rentals this rule will apply to
Define the trigger. The trigger defines when the message will be sent. You define:
The period (Immediately - Six months)
The timing: Before or After
The booking event:
Booking created - send a message relative to the booking creation time.
Guest arrival - send a message relative to the guest arrival date and time.
Guest departure - send a message relative to the guest departure date and time.
Define the off-schedule sent policy. This includes the following cases:
Rules including a Before Guest Arrival trigger:
In that case there will be a checkbox to confirm that: For bookings made less than [selected timing] in advance, send the message at booking creation time.
Rules including a Before Guest Departure trigger:
In that case there will be a checkbox to confirm that: If a booking's departure date is changed to happen [selected timing] or more earlier, send the message at the time of the booking change.
Define the message subject text. (Applicable only for email messages)
Define the message body.
Use dynamic variables: You can use dynamic variables in the subject and body of the message. This way you can include dynamic content in your messages that is related with booking attributes. The dynamic variables will automatically be replaced with the actual booking data before sending.
How off-schedule policy works
Rules including a Before Guest Arrival trigger
If For bookings made less than [selected timing] in advance, send the message at booking creation time is selected, then if a message is scheduled X days before guest arrival and a reservation is created or updated with check-in date within X days from today, then the message will be sent at booking creation/update time, if not already sent.
E.g. if a message is scheduled to be sent 2 days before guest arrival and a new booking is created that checks in tomorrow, then if the off-schedule option is selected for this rule, the message will be sent even for this last minute booking
Rules including a Before Guest Departure trigger
When If a booking's departure date is changed to happen [selected timing] or more earlier, send the message at the time of the booking change. is selected, then if a message is scheduled X days before guest departure and a reservation is updated with new check-out date within X days from today, then the message will be sent at booking update time, if not already sent.
E.g. if a message is scheduled to be sent 3 days before guest departure and a booking is updated to check out tomorrow, then if the off-schedule option is selected for this rule, the message will be sent at update time even for this last booking change, if it is not already sent.
Viewing and Editing rules
After you have your rules created you can view them in the Message rules section.If you want to adapt them and make them more clear, you can use rule editing. In the rule menu select Edit and apply any changes that you need.
From the same menu you can also delete a rule.
Note that after an automated message rule is edited, all messages linked with this rule will be rescheduled using the new version of the message. So if you need to update the scheduled messages the right way to do it is by editing the rule. There is no need to cancel the scheduled messages with the previous version of the message, it will happen automatically.
Viewing scheduled messages
You can view all messages scheduled to be delivered in the Scheduled messages section. There you will be able to see the schedule time and details regarding the related rule and template.
Viewing sent messages
You can view all sent messages Sent messages section. There you will be able to see the send time and details regarding the related rule and template.
How are automated messages being delivered to guests?
Airbnb
The automated messages are sent via the Airbnb messaging system only.
Booking.com
The automated messages are sent via the Booking.com messaging system only.
VRBO, Expedia
For bookings originated from those channels Hosthub receives the guest email address so the automated messages are sent via email.
Ical channels
For channels connected using ical there is no way for Hosthub to retrieve the guest email address so automated messages will not be sent to the guest unless their address is manually added by the host in the booking edit page.