Getting started with: Automated Messages

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.

To find and edit hooks go to Listings>>pick a listing>>Automation>> 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, or send a check up message to guests who stay more than 7 days.

Using hooks will save you time, increase your level of service, and reduce problems or questions from your guests.

If you want to learn more about hooks, you can understand how to set them up or read our best practices manual.


How to create your first hook?

One of the most common hooks is the “send check-in instructions 3 days before check in”. Let’s see how to create it.

1. Choose to whom to send: this particular message should be sent to your guests. Your other recipient options include yourself or one of your employees.

2. Choose how to send: hooks can be sent as an email, an SMS, or a platform message. In this case, we’ll send it to guests over the Airbnb platform.

3. Choose when to send: decide which event will trigger the delivery of your hook. In this case, we are sending information that should be sent relative to the time of check-in. After we choose an event, we need to define when to send the hook, relative to the time of check-in. For this hook, we’ll want to set it for 3 days before the event.

Check-in instructions don’t change from one reservation to another. However, some specific details (such as dates, guests, etc.) are always different. To cover all details – both changing and unchanging – we’ll create a template that includes the static check-in instructions (i.e. where to find the keys, who will meet the guests, when, etc.) as well as dynamic variables to relay the relative information. These dynamic variables act as data placeholders, and change the information displayed in each message based on the relevant reservation – making each hook personal for each of your guests.



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