Automated Guest Communication: Enhancing The Booking Experience

Automated guest communication streamlines your booking process and keeps guests informed at every stage of their stay. Holidu's Scheduled Messages feature sends timely, personalized messages automatically—without requiring manual effort from you.

Once you create and activate message templates, they are sent automatically to all assigned properties based on specific booking events. This ensures consistent, professional communication across all your listings while you focus on delivering exceptional stays.

Message Types and Triggers

Automated messages are organized into three key phases of the booking journey:

Pre-Arrival Messages

Welcome Message (1 day after booking)
Holidu sends a transactional booking confirmation immediately upon booking. Your personal follow-up template introduces you to the guest and signals your availability. This is your opportunity to make a strong first impression and set expectations for their stay.

Pre-Arrival Note (3 days before check-in)
While Holidu sends a Pre-Check-in Reminder covering address, arrival information, and key transfer details, your template allows you to add property-specific information. Use this space for parking details, WiFi instructions, or any current notes unique to your property.

Arrival and Stay Messages

Check-in Note and Local Guide (arrival day—morning)
This combined message welcomes guests on their arrival day and provides helpful local recommendations. Include WiFi credentials and warm personal touches to make guests feel at home while guiding them to local attractions and services.

Comfort Check (1 day after check-in)
A simple follow-up message ensures everything is going smoothly. This demonstrates care and provides an opportunity for guests to raise any immediate concerns before they impact their overall experience.

Departure Messages

Check-out Reminder (evening before check-out)
This message covers check-out time, key handover procedures, and basic departure instructions. Clear guidance reduces confusion and helps ensure smooth transitions between guests.

Thank You and Review Reminder (1 day after check-out)
A post-stay thank you message encourages guests to leave reviews, which builds social proof and improves your listing visibility. This is also an opportunity to thank guests for their stay and express interest in future bookings.

Return Guest Promotion (150 days after check-out)
This message targets previous guests with promotions for direct bookings. It helps you build long-term relationships and reduce dependency on commission-based channels.

How Activation Works

Message templates remain inactive until you choose to activate them. Once activated, messages are sent automatically for all assigned properties whenever the trigger event occurs. You maintain full control—templates can be updated or disabled at any time, and changes only affect future unsent messages.

If you manually add a booking to your calendar, the automated message will still be sent for that booking, provided the guest's email address is included in the booking details. However, manual calendar blocks do not trigger any chat conversation.

Key Takeaway

Scheduled Messages reduces repetitive communication tasks while maintaining professional, personalized contact with your guests throughout their entire booking journey. Set up your templates once and let the system handle timing, delivery, and consistency—so you can focus on delivering exceptional stays.