Best Practices For Automated Hooks

Booking Confirmed

Many hosts like to offer a warm welcome message to guests upon securing a booking, in order to let the guests know the host is looking forward to their stay and that the host is will be in communication throughout the experience. This hook is scheduled to be delivered immediately upon the reservation's confirmation.

 

Hi {{guest_first}},


Thank you so much for booking with us! We are looking forward to welcoming you to {{listing_address_city}}. Please double check that your reservation is for the correct number of guests. We want to make sure we are properly prepared for your arrival!


We will be in contact with all of the details you'll need for a smooth check in and a wonderful stay, including maps & directions to the apartment, as well as a Welcome to {{listing_address_city}} Guide.

If there is anything else you need in the meantime, please let us know :)


Kind Regards,

{{host_first}}

 

The confirmation notification can also be delivered from Guesty to hosts, so as to remind hosts of new, upcoming reservations to save for their records.

 

Hi {{host_first}},


You have received a new booking! {{guest}} has booked {{listing}} for {{checkin}} through {{checkout}}, with a total of {{guests_count}} guest(s).


Please let us know if there is anything you would like us to do in terms of following up.


Best,

Guesty

 

Three Days Before Arrival

Check-in instructions can be the most important hooks: this type of message set the stage for the visit and mark a perfect opportunity for the host to provide valuable information to well prepare the guests for their arrival. Delivering this hook a few days before arrival allows for guests to reach out with any questions or concerns well before departure.

 

Hi {{guest_first}},


Your check in date is getting close and we are excited for your arrival!


Please check in from 3.00pm on {{checkin}} and return everything to the lockbox by 10.00am on {{checkout}}.


Also, please make sure the lockbox is locked and the cover is closed after you take out and put back the keys. Not doing so may result in lost and stolen keys from the lockbox and a deduction from your deposit.


Please let us know if you have any questions.We look forward to hosting you soon!


Safe Travels,

{{host_first}}

 

Some hosts prefer for this hook to be signed by Guesty so the guest knows he/she is in touch with a 24-hour service and therefore can reach out at any time of day.

 

Hi {{guest_first}},


Thank you for your booking! {{host_first}} looks forward to hosting you! Please be reminded that check in is at 4pm and check out is at 10am. Below is the wifi information and a link to the house manual.


Wifi is 1234


Wifi passcode is 5678


https://docs.google.com/a/guesty.com/file/d/edit


Please let us know if you have any questions and Ryan looks forward to hosting you soon!


Best,

Guesty

 

One Day After Check-In

Touching base with guests after they are settled in is a great way to help the guest feel welcomed and at home, while opening up communication during the time of their stay. It’s important to make sure guests feel at ease in the event they need anything from the host at any time.

 


Hi {{guest_first}},


This is {{receptionist}} and I work on Ryan's team.  We just wanted to check in with you now that you've had a chance to settle in.  Enjoying your stay so far?  Anything we do for you to make it even better?  Anything missing that you wish you had?  We're here to help so please don't hesitate to reach out if you need anything or have any questions.


Enjoy your stay!


Cheers,

{{receptionist}}

 

Hi {{guest_first}},


We hope that you have settled in alright and that you are enjoying your stay.

Please let us know if there is anything you need or if we can assist you in any way.


All the best,

{{host_first}} and Guesty

 

One Day Before Check-Out

A hook that is scheduled to be sent to the guest one day before check-out is generally only relevant if the stay is more than 1-2 nights (otherwise, the reservation is too short and messages may seem excessive to the guest).

 

To customize this hook for longer-term guests, the host can apply a filter to the trigger event that restricts the message recipients according to the number of nights in their reservations. The filter allows for the host to specify either an exact number of nights in a reservation or a range.

 

Hi {{guest_first}},


We hope you have enjoyed your stay and that you have felt at home. Please be reminded that your check-out time tomorrow is no later than 10 am unless otherwise agreed. Please return the patio to how you found it, throw all your trash in the bins outside, and put all dishes in the sink.


Thank you so much for staying with us and we wish you safe travels home! If you have any feedback for how we can improve, we'd love to hear it! We are close to Superhost status with Airbnb so every five star review really matters; we thank you in advance for leaving a review.


All the best,

{{host_first}} and Guesty

 

This hook can be used as a reminder to cleaners, as well.

 

Hi,


This is a reminder that {{guest}} will be arriving at {{listing}}, at {{checkout_time}} on {{checkout}}.


Best,

Guesty

 

One Day After Check-Out

A hook that is scheduled for one day after check-out is generally used to request that the guest leave a review.

 

When customizing this hook, the host may opt to filter out guests who have already left a review. Similarly, there is a filter that limits the message recipients of this hook according to their level of satisfaction. In other words, if a guest does not seem satisfied with the experience, he/she will not receive this prompt.  

 


Hi {{guest_first}},


I truly hope you had a wonderful time and felt at home at Liz's Santa Monica Retreat! If you enjoyed your stay, I'd like to kindly ask that you please leave Liz a review at your earliest convenience. We hope to have the pleasure of hosting you again in the future.


Best, The Guesty team

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