Learn how message automations work in Hostaway, when messages are created and sent, and how automated guest communication behaves across channels.
Intro
Message automations let you send guest communication automatically based on reservation events. This guide explains how automations work, when messages are generated, how they apply to new and existing reservations, and what channel limitations you should keep in mind.
What are message automations?
- Message automation provides the ability to send messages based on reservation events automatically
- Automated messages can include information gathered from the listing, reservation, and other details.
- For example, you can write: Hello [guest_name], which pulls the guest's name from the reservation
- We strongly suggest that you create one automation per topic and then use fields instead of creating one automation per listing for each topic. This will make it easier for you to manage and update the automation
When are automated messages created?
- All automations are created when we receive a reservation and are then sent based on the selected events.
- You will be able to manage the automation before it is sent: Cancel, Edit, or Send Immediately
How automations apply to new and existing reservations
- Any new automation will be applied to newly created reservations
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Newly created automation will create automated messages for past/existing reservations, depending on the event trigger and additional conditions set on the automation. Even if it is a newly created automation, the automated message will still be created for an existing or previous reservation as long as it is within the timeframe and conditions of the automated message.
- For example: Reservation date is October 30 / Check-in date is November 11 / Check-out date is November 18. If the automation is created on November 11 and is set to trigger "at reservation," then the message will not be sent. If the automation is created on November 11 and is set to trigger 1 day before checkout, then the message will be sent.
Limitations for pending reservations
- If a reservation is in pending status and the automation is modified or created before the reservation is set to new, the automation will not be sent because Hostaway does not know if the content is still correct. You should do it manually
What happens when an automation is disabled?
- When you deactivate the automation, you will be given the option to delete or leave the scheduled messages. Leaving them does not mean that they will be sent; they are scheduled messages and should be sent manually.
Supported Message Styling
When creating automated messages for Hostaway Direct, Website, WordPress, Vrbo iCal, and Custom iCals, an HTML editor is available instead of the plain text editor. This allows you to format your messages with styling options such as:
- Images
- Font size
- Font color
- Bold text
- Other rich text formatting
Please note that channel messages do not support styling.
HTML formatting is also supported when editing scheduled messages.
Channel limitations and messaging restrictions
- Some channels use spam filters that can prevent certain information, such as emails, contact details, and URLs, from being included in messages
- Booking.com may block the Guest Portal link from being sent if you don't make some adjustments in the Booking.com Extranet. Please visit their article about messaging security settings and make the necessary changes
- Booking.com does not support clickable links, such as URLs, email addresses, or phone numbers, in messages sent via their Extranet. Any messages that contain clickable links or phone numbers will not be sent or displayed on the Booking.com Extranet. You can send these via SMS or to guests' private emails instead. For any issue with links, you may contact Booking.com support, since they're blocking it; this is not on Hostaway's side. Please visit their article about messaging security settings
- For Airbnb reservations that are not in a confirmed status, inquiries included, any contact information or external URLs sent in the message may cause the message to fail
- Vrbo's messaging API doesn't support hyperlinked URLs. This means that if you include any links in messages, guests must copy and paste the link in another window for it to work.
- If a custom field is empty, it will be replaced with a space in the message. Always make sure you have entered the information for the fields you use
Extra person fields
We have 2 fields for Extra Person:
{{listing_price_for_extra_person}}: Will return the value and currency that is on the listing level (Listing > Edit > Price and Fees)
{{reservation_price_for_extra_person}}: Will return the value and currency for that reservation