Advanced Concepts and Details of Automated Hooks

A “hook” is a pre-written template messages that is automatically sent out when triggered by a corresponding event on Airbnb. Hooks can be sent across different media, delivered to different contacts, and customized at different levels. They are created to save hosts time while maintaining a level of hospitality, involvement with their guests, and quality of the Airbnb experience.


Creating Automation Templates

Hosts can either craft the automation template messages themselves or they can opt for Guesty to do so on their behalf. Any number of variables can be included in the template message (i.e. {{guest_first_name}} or {{listing_address}}). Variables act as data placeholders and ensure that each delivered hook is personalized for each particular recipient and customized according to each particular instance.


Assigning Trigger Events

There are 5 possible events that can trigger the delivery of a templated message: (1) booking confirmed, (2) booking canceled, (3) booking altered, (4) check-in, and (5) check-out. Once the template message is assigned to an event, it becomes a “hook”.


Customizing Hooks: Scheduling

The host can choose when the hook is to be delivered with respect to the trigger event in question. The hook can be delivered either (1) at the event, (2) before the event, or (3) after the event. Further, the hook can be scheduled to be sent out at an exact time of day or at particular number of hours or days before or after the event occurs.


Customizing Hooks: Filters

Filters can be added to hooks in order to narrowly define the conditions for delivery. Filter options range from date restrictions, to number of guests, to payout amount, to returning guests, and many more. Filters allow hosts to tailor their generalized, templated responses to each and every possible type of event and its specific details. Any number of filters may be applied to any one hook.


Customizing Hooks: Media

Each hook can be sent over the Airbnb messaging platform, via SMS, or by e-mail. 


Customizing Hooks: Contacts

Hooks can be delivered to different recipients: the guest, the host, or a contact (such as a cleaner, or any other relevant third-party service).

Hooks can be sent to guests across any of the three media (Airbnb’s messaging platform, SMS, and e-mail). If the SMS or the e-mail medium is selected, hooks can be sent to either the user (the host), the guest, or a contact. The contact option gives hosts the flexibility to send their automated templates to cleaners and other relevant third-party services.  


Customizing Hooks: Levels

Hooks can be assigned to one of two levels: either (1) the user level or (2) the listing level. When a hook is associated with the user level, it will apply to all listings; when a hook is associated with the listing level, it will apply only to a single listing or a selected few listings.


The Purpose of Hooks

The purpose of hooks is to automatically deliver important information, such as check-in instructions to guests, booking confirmations to hosts, or check-out schedules to the cleaners.

Hooks ensure that this important information is delivered at each instance that it is needed, without requiring attention, time, or effort from the sender. Thus, hooks guarantee that the Airbnb experience is both seamless and stress-free.


Read more on Best Practices for Automated Hooks


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