Using scheduled messages to save time

Automate your guest communications from check-in to checkout.
By Airbnb on Nov 19, 2020
2 min read
Updated May 1, 2024

The scheduled messages tool helps you automatically share important information with guests at specific moments, like the day of check-in. It allows you to create standard messages and schedule them to send at the times when guests are most likely to want the information.

You can also create quick replies, short templates used to address common questions, to save time when messaging with guests.

How to personalize and schedule messages

Go to the messaging settings in your Messages tab to write and schedule messages.

You can personalize these messages by inserting shortcodes. These placeholders pull information from both your listing and your guest’s reservation, like your house rules and their name and check-in date. Make sure your listing details are complete and up to date because messages with empty shortcodes won’t send correctly.

Use the drop-down menu to insert shortcodes. When you’re finished writing, schedule the message by choosing which guest action will trigger sending it. You can always edit, skip, or send a message earlier than scheduled as needed.

Here’s how you could use shortcodes in a scheduled message:

Dear [guest first name],

Thank you for booking! We’re excited to welcome you on [check-in date]. Please share your trip information so we can organize a smooth check-in, which is usually [check-in time] or later.

Here’s some quick information about the area: [neighborhood]

Here are a few tips for getting around: [getting around]

You can find helpful suggestions for visiting [city] in our guidebook, which is here: [guidebook]. A few days before your trip, we’ll share check-in information. Please let us know if you have any questions.

When to schedule messages

You can schedule a message anytime. Consider these moments for sending important information when guests need it.

  • Shortly after booking: An immediate thank-you note after booking lets guests know you received their request and provides details and tips for their upcoming stay.
  • Before check-in: Remind guests about their upcoming stay so they can prepare for their arrival. You can schedule these messages up to 14 days before check-in.
  • Day of check-in: Even though you may have already shared check-in instructions, many guests find it helpful to receive key information again on the day of check-in, including directions.
  • First day of stay: Reach out to confirm everything is in order and offer to answer any questions they may have.
  • Day after checkout: Thank your guests for staying with you and remind them to leave a review.

Information contained in this article may have changed since publication.

Nov 19, 2020
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