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How to Automate Guest Communication: A Step-by-Step Guide

The communication revolution in holiday rentals

In the highly competitive tourist accommodation sector, the guest experience is no longer limited solely to offering a comfortable bed and a clean room. Nowadays, the user experience begins the very moment they make a booking and extends far beyond their departure. In this new ecosystem, seamless, fast, and personalised communication has become the fundamental pillar for ensuring the success of any hospitality business.

However, manually managing dozens of daily messages to answer frequently asked questions, send confirmations, request ID documents, and coordinate check-outs can quickly turn into a logistical nightmare. This is where technology comes in. Implementing an intelligent system to automate guest messages not only frees up valuable hours of operational work for owners and managers, but also eliminates human error and ensures that every customer receives the exact information they need at the precise moment.

Throughout this article, we will analyse in depth how to design, configure, and execute a comprehensive automated communication strategy using accessible tools such as email, WhatsApp, and Property Management Systems (PMS). You will discover how to structure your messages for each phase of the stay, which channels to choose based on the type of information, and how to maintain a human touch despite using automated workflows.

Why should you automate communication with your guests?

Many owners fear that by delegating communication to an automated system, they will lose the personal touch so highly valued in the hospitality sector. The reality is quite the opposite: by systematising responses to repetitive queries, you free up quality time to deal with those specific situations that do require your direct and personalised attention.

Below, we detail the main benefits of making the leap towards automation:

Immediate and uninterrupted availability (24/7): A guest booking at three in the morning does not want to wait until dawn to receive booking confirmation or access instructions. Automated systems respond instantly, reducing traveller anxiety.
Extreme time optimisation: Manually drafting the same welcome emails over and over again is inefficient. Automating this process allows you to save between 4 and 6 hours per week per property???time you can reinvest in improving property maintenance or expanding your portfolio.
Reduction of operational errors: Forgetting to send the smart lock code, failing to request guest registration on time, or giving the wrong address are common pitfalls of manual management. A well-configured automated workflow never forgets a detail.
Increase in five-star reviews: Guests highly value proactivity. If you provide them with information before they have to ask, they will perceive a premium-class service, translating directly into better reviews on platforms like Airbnb, Booking.com, or Vrbo.
Opportunities for additional revenue (Upselling): Automation allows you to schedule offers for extra services (such as late check-outs, breakfasts, or airport transfers) when the guest is most receptive.

Key channels for automation: WhatsApp, Email, and PMS

Not all messages are equal, and not all channels serve the same purpose. To build a solid omnichannel communication strategy, it is vital to understand the strengths and weaknesses of each tool at your disposal.

The power of WhatsApp in guest management

WhatsApp has consolidated its position as the preferred communication channel for travellers worldwide. Its open rate exceeds 98%, a figure infinitely higher than any other medium.

It is the perfect tool for urgent, operational, and quick-read communications. For example, sending the property's location coordinates, door-opening instructions for smart locks, or resolving quick queries during the stay. Being an informal conversational environment, it helps build an immediate sense of closeness and trust with the guest.

Email for detailed information

Despite the rise of instant messaging, email remains the undisputed king for formal communications and high volumes of information.

You should use email to send full booking confirmations, holiday rental agreements, local tourist guides in PDF format, and payment invoices. Moreover, it is the ideal channel for collecting legal data prior to arrival, as it allows complex forms to be structured clearly and visually.

PMS platforms as the brain of the operation

A PMS (Property Management System) is the central software that connects all your booking channels and automates your properties' operations. You cannot automate efficiently if you have to configure sending rules on each channel individually.

The PMS acts as the conductor: it detects when a new booking comes in on Booking.com, extracts the guest's data, triggers the timer, and sends the scheduled messages through the corresponding channel (whether email, the OTA's internal chat, or WhatsApp). If you want to explore in depth how to implement this technology in your business, we invite you to learn more about how automated guest messages work within an integrated environment.

Phase 1: Pre-stay messages (Pre-check-in)

1. Immediate confirmation message

This message should be sent automatically within the first 5 minutes following booking confirmation, regardless of the time of day.

Objective: To confirm to the guest that their transaction has been successful, thank them for their trust, and provide a basic summary of their stay.

Example template:
"Hello, [Guest Name]! Thank you very much for choosing [Property Name] for your upcoming holiday in [City]. We have successfully received your booking for the dates [Check-in Date] to [Check-out Date]. Over the next few days, we will send you detailed instructions for your arrival. If you have any questions in the meantime, please do not hesitate to contact us. Safe travels!"

2. The registration and data collection message (3 to 5 days before)

In most countries, legislation requires holiday home owners to register the identity of all adult guests and send this data to the police within a maximum of 24 hours of arrival.

To avoid delays and crowding on check-in day, it is highly recommended to automate this step. To simplify this process and comply with legal guest registration regulations, you can implement an automated check-in that collects guest details digitally before they even set foot in the property.

Objective: To obtain signatures on the rental agreement, photos of ID documents, and establish the estimated arrival time.

Example template:
"Hello, [Guest Name]. To ensure a quick and hassle-free check-in, we need you to complete the mandatory guest registration before your arrival. Please access the following secure link to fill in your details and those of your companions: [Link to Form]. It will only take 2 minutes. Thank you very much for your cooperation!"

3. Access and welcome instructions (24 hours before)

This is the most important message of the entire pre-stay phase. It must be extremely clear, visual, and easy to view on a mobile phone mid-journey.

Objective: To provide precise directions to the property, parking instructions, and codes or methods for opening the doors.

Include a direct link to Google Maps with the exact location.
If you use smart locks, provide the guest's unique temporary code.
Add photos or a short video if accessing the entrance or garage is complex.
Share the Wi-Fi network password in advance so they can connect as soon as they enter.

Phase 2: In-stay messages (In-house)

1. The quality control message (Morning of the first day)

This message should be sent approximately 14 to 18 hours after the official check-in time. It is one of the most powerful tools for defusing potential negative reviews before they are written.

Objective: To ensure that the guest has been able to access the property without any problems, that everything is clean and working correctly, and to show that you care about their well-being.

Example template:
"Good morning, [Guest Name]! I hope you had a wonderful night's sleep on your first night at [Property Name]. I'm writing quickly to make sure everything is to your liking and that you have everything you need. If you have any questions about how any appliance works or need any local recommendations, remember I'm only a message away. Enjoy your day!"

If the guest notices any issue (for example, if the heating isn't working or a towel is missing), they will let you know at that moment, giving you the opportunity to resolve it immediately before it turns into a formal complaint at the end of their stay.

2. Support messages and automated responses to FAQs

Throughout their stay, guests usually ask the same questions: How does the air conditioning work? Where should I take the rubbish? Where is the nearest supermarket and what are its opening hours?

To manage this efficiently, you can set up a system of automated quick replies or a basic chatbot on WhatsApp Business that responds to specific keywords instantly. This ensures that the guest gets their answer in seconds, even if you are asleep or busy with another task.

Phase 3: Post-stay messages (Post-check-out)

1. Departure instructions (24 hours before check-out)

This message helps coordinate your cleaning team's schedule and prevents guests from delaying their departure without warning, which could disrupt your entire operational calendar.

Objective: To remind them of the check-out time limit, instructions for leaving the keys, and basic courtesy tasks you expect them to perform (such as taking out the rubbish or turning off the lights).

Example template:
"Hello, [Guest Name]. We hope you have had an unforgettable stay with us. We would like to remind you that the check-out time limit tomorrow is at [Check-out Time]. To help us keep the property in perfect condition for the next travellers, we would be extremely grateful if you could:
1. Turn off the lights and the air conditioning.
2. Dispose of any rubbish bags in the street bins.
3. Leave the keys in [Key Instructions].
Thank you very much for looking after our home as if it were your own! Have a safe journey back."

2. Requesting a review and honest feedback (24 hours after check-out)

Reviews are the fuel that powers your listings' positioning on booking platforms. Do not leave getting reviews to chance; ask for them systematically and elegantly.

Objective: To invite the guest to leave a 5-star rating while also opening a private channel of communication for them to share any constructive criticism or suggestions for improvement.

Example template:
"Hello, [Guest Name]! I hope you had a safe and smooth journey back home. It has been a real pleasure having you as a guest at [Property Name]. If you enjoyed your stay, could you spare a minute to share your experience by writing a review? Your feedback helps us immensely to keep improving and helps other travellers find us. You can do so directly here: [Review Link]. If you have any private suggestions to help us improve, please feel free to reply directly to this message. We hope to welcome you back very soon!"

3. Loyalty campaign and direct booking (30 days later)

Most managers make the mistake of completely forgetting about the guest once they have left a review. However, acquiring a new customer is up to five times more expensive than retaining an existing one.

Set up an automated message to be sent a month after their stay, offering an exclusive incentive to book directly with you on their next visit, thereby avoiding high OTA commissions.

Example template:
"Hello, [Guest Name]! We hope you are doing well. It has been a month since your visit to [City], and we wanted to thank you once again for staying with us. If you are planning to return, or if you have friends or family wishing to visit, we would love to offer you an exclusive 10% discount code for your next stay when booking directly through our website: [Discount Code]. We hope to see you around here again soon!"

Step-by-step guide to setting up your communication system

Now that you know the theoretical structure and content of the messages for each phase of the stay, it's time to take action and configure your own automated system. Follow these steps for a successful implementation:

Step 1: Map out the guest journey

Before writing a single line of text, map out your customer's experience timeline on paper or in a digital document. Clearly identify the critical touchpoints (triggers) that will activate each message. The most common triggers are:

When the booking is confirmed.
X days before the check-in date.
At the exact check-in time.
The morning after check-in.
The afternoon before check-out.
X hours after the guest's departure.

Step 2: Draft dynamic templates using variables

To ensure that automation doesn't feel cold and impersonal, you must use personalisation tags (placeholders). These tags are codes that your PMS will automatically replace with the actual booking information before sending the message.

The essential variables you must include in your templates are:

{guest_name}: The main guest's first name.
{property_name}: Your property's trading name.
{checkin_date} and {checkout_date}: Check-in and check-out dates.
{checkin_time} and {checkout_time}: Check-in and check-out times.
{wifi_name} and {wifi_password}: Internet access details.
{door_code}: Unique smart lock code.

Step 3: Integrate your communication channels into your management software

Access your PMS control panel and link your corporate email accounts, booking platform profiles (Airbnb, Booking.com, etc.), and your WhatsApp Business API. Once connected, create the automation rules by associating each message template with its corresponding trigger.

Be sure to run test sends to yourself to verify that the variables are replaced correctly, the links work, and the visual format adapts perfectly to a mobile phone screen.

Common mistakes when automating messages and how to avoid them

Communication automation is a double-edged sword: if configured carelessly, it can cause guest frustration and ruin their experience. Pay special attention to these common mistakes to avoid falling into them:

1. Message saturation (Spamming)

Sending too many messages in a short space of time will overwhelm your guest. If you send an email, an Airbnb chat message, and a WhatsApp with the exact same information simultaneously, you will only succeed in getting them to ignore your communications. Choose a primary channel for each type of message and maintain consistency.

2. Not updating template information

If you change your accommodation's Wi-Fi password or modify the instructions for finding the entrance key, you must immediately update the automated templates in your system. There is nothing worse for a tired traveller than arriving at a door at night and discovering that the access code they received automatically does not work because it has expired or is outdated.

3. Completely ignoring guest replies

Automation should be the start of a conversation, not a one-way monologue. If a guest replies to an automated message asking a specific question or reporting an issue, you must be prepared to take manual control of the conversation immediately. Make sure to set up real-time alerts on your mobile phone so you know when a guest has replied to an automated workflow.

4. Excessively robotic and corporate tone

Avoid drafting your automated messages as if you were a large multinational corporation or a high-street bank. The holiday rental sector is built on hospitality and human warmth. Use a friendly, approachable, polite tone, and do not hesitate to incorporate emojis moderately to make reading lighter and more pleasant.

Best practices for writing irresistible automated messages

To conclude this guide, we share some professional copywriting and drafting tips that will drastically increase the effectiveness of your communications:

Be brief and get straight to the point: Travellers usually read messages on the move, in airports, or while driving. Avoid endless paragraphs of text. Use numbered lists and bullet points to facilitate quick visual scanning.
Use bold text strategically: Highlight only critical details that the guest absolutely must remember, such as the check-out time, the door code, or the Wi-Fi network name.
Adapt the language automatically: If your PMS allows it, set up templates in multiple languages (at least English and Spanish) so the system automatically detects the guest's native language and sends the information in their own tongue. This makes a world of difference to the international tourist experience.
Include clear Calls to Action (CTA): Each message should have a single, clear objective. If you want them to complete the guest registration, do not mention local restaurant recommendations in that same message; focus the text's entire attention on the registration form link.

In summary, automating guest communication is not about ignoring them, but about using technology to be more present, more efficient, and to offer an impeccable service that leaves a lasting positive impression. Start designing your message flows today and watch your free time grow alongside your five-star reviews.