Message Templates & Triggers
Message templates are pre-written communications that can be automatically personalized with guest and booking data. Triggers are the specific rules and conditions—based on events like booking confirmation or check-in date—that send these templates automatically to guests, owners, or staff.
Why it matters
This system of automated messaging is critical for operational efficiency, allowing property managers to save significant time on repetitive communication. It also ensures guests receive timely, consistent, and accurate information at key moments in their journey, from booking to post-stay. This enhances the guest experience, builds trust, and helps secure positive reviews.
Operator use case
An operator configures a trigger to automatically send a "Booking Confirmed" template the moment a reservation is made. They also set a time-based trigger to send a "Pre-Arrival Instructions" template, containing access codes and property guides, 48 hours before the guest's check-in date. This eliminates the need to manually track and send this essential information for every booking, reducing the risk of human error.
Industry insight
A common mistake is "setting and forgetting" automated messages, which can lead to impersonal or even inaccurate communication if property details change. Another pitfall is over-automation, where the lack of a human touch makes the guest feel like they are interacting with a robot, diminishing the hospitality experience. Seasoned operators regularly review and update their templates to keep them fresh and relevant. They also establish clear protocols for when their team should step in with manual, personalized responses, particularly for complex guest inquiries that automation cannot adequately address. The goal is to automate the routine to free up time for high-touch, personalized interactions where they matter most.
Tech & tools relevance
Message templates and triggers are a core feature of Property Management Systems (PMS). These platforms have a unified inbox that centralizes communication from various Online Travel Agencies (OTAs) like Airbnb and Vrbo, allowing automated messages to be sent through the appropriate channel. Dynamic fields or "shortcodes" are used within templates to pull specific data from the reservation, such as the guest's name, check-in date, or a unique door code, making each automated message feel personalized.
How Hostfully helps
Hostfully's platform includes functionality to create and automate messages using templates and triggers. Operators can build a sequence of communications scheduled around key booking events, such as confirmations, pre-arrival instructions, and post-checkout review requests. The system uses a unified inbox to manage communications across different channels and allows for the automation of messages via email and SMS.