Learn how send time works for message automations, when automated messages are triggered, and how timing affects delivery to guests.
Send Time Configuration
The timing for automated messages can be customized based on your specific needs and events. You have the flexibility to schedule messages to be sent minutes, hours, or days before or after any event trigger.
How Send Time Works
Example: If you set an automated message to trigger 1 hour before or after check-in, the system uses the check-in time listed in your reservation details. When the channel doesn't provide a specific time, Hostaway automatically uses the standard check-in time from your listing settings.
Important Timing Considerations
Channel-Specific Email Limitations
Some booking channels generate temporary guest email addresses that may be deleted before your automation sends. To ensure reliable communication:
- Collect personal email addresses from guests as early as possible
- This is especially important for post-checkout communications
Time Limits
- Maximum timing cannot exceed 60 days (or equivalent in hours/minutes)
- For Booking.com: Messages can be sent from booking time until 7 days after check-out or 7 days after cancellation
Expected Processing Delays
Normal Processing Times
Important: There can be expected delays of up to 30 minutes depending on the automation trigger. These delays are based on:
- Messaging queue processing
- API rate limits (particularly Airbnb API limitations)
- Server load during peak times
Delay Priority System
- Check-in-triggered messages receive the highest priority
- Post-check-out messages may experience longer delays
- Messages scheduled days in advance can have more processing time variation
Acceptable Delay Ranges
- 3-15 minutes: Normal processing time - not considered a delay
- 15-20 minutes: Acceptable during high server load periods
- Up to 30 minutes: Expected range for all automation types
NOTE: There is an expected 15-minute delay window when using automations with a "door_code" tag to allow third-party integrations, or Hostaway's Smartlock feature, to update the reservation "Door Code" before the message is sent. If no integration is used, the listing's default door code will be used after the 15-minute timeframe.
Please refer to https://support.hostaway.com/hc/en-us/articles/360052123153-Inbox-Add-a-Door-Code-to-Automations
Best Practices for Reliable Delivery
Timing Recommendations
- For time-sensitive information (like door codes): Schedule messages 30 minutes before needed time, with a note about the actual check-in time
- Between multiple automations: Allow at least 5-10 minutes between messages to prevent processing conflicts
- Same-day bookings: Consider that messages scheduled for "X days before" may not send if the booking is made within that timeframe
Troubleshooting Tips
- Message not sent: Check if all automation conditions are met (payment status, signed agreements, etc.)
- Wrong sequence: For last-minute bookings, multiple automations may trigger simultaneously
- Channel delays: Some channels (like Vrbo) may need time to generate message threads before sending