While each booking is unique, hosts find themselves sending the same messages dozens – even hundreds – of times, every month. Automated messages, or ‘Hooks’ as we call them at Guesty, are a smart way to automate the process of repeatedly sending these messages, without requiring any effort or attention from the host.
Why use Hooks:
- Save time
- Avoid mistakes
- Provide the right information at the right time, even before being asked for it
- Increase your level of service
- Optimize your score on different channels
Most common examples:
Send a welcome message to guest 3 days before check in ONLY IF the reservation was confirmed more than 5 days in advance.
Send platform message to guest 1 day before check out ONLY IF the reservation is for more than 1 night.
Send platform message to guest 1 day after check out ONLY IF the guest has not reviewed the booking.
To increase guests' satisfaction you should make them feel welcome; you can start doing so using personalized messages. A message can be personalized with the guest's name, their booking dates and even more details using Hooks.
The important thing about Hooks is that they are highly customizable to your own specific needs and preferences. For example, hosts can decide to automatically send check-in instructions 5 days before check-in, and only to guests who have booked their listing more than two weeks in advance. Others may want to attach the sofa manual only for bookings with more than 4 guests, send a check up message to guests who stay more than 7 days or even use different messages for different platforms like Airbnb or Booking.com.