Good guest communication is essential for a positive guest experience. Follow these instructions to send a Guest Arrival Information message template to guests.
Check out our Template and Trigger Examples support article for other guest messaging ideas.
Important: Don't use platform proxy emails, such as "joe12345@messages.booking.com"—these aren't real addresses and don't reliably work for direct communication. Instead, consider using OwnerRez's in-app channel messaging for Airbnb, Booking.com, and Vrbo.
Email Template
Create an email template by navigating to Settings > Templates > Email tab > click the Create Email Template button > select the "Booking" option. Copy and paste the following values into your new Email template.
Name:
Guest Arrival Information Email Template
From Name:
{MYCOFULL}
From Address:
{MYEMAIL}
To Name:
{CFULL}
To Address:
{CEMAIL}
Subject:
Important details about your upcoming {BARR} to {BDEP} stay at {PDISPNAME}
Body:
Hi {CFIRST},
Thank you for choosing {PDISPNAME} for your upcoming {BARR} to {BDEP} stay!
{PDISPNAME} is located at {PADDRUG}.
Check-in is anytime after {BCHECKINSTARTTIME}, {BARRDAY}, {BARR}, and your door lock code is {BDOORCODE}.
{MYFIRST}
Email template preview:
Channel Template
To create a channel template, go to Settings > Templates > Channel tab > click the Create Channel Template button > select the "Booking" option. Copy and paste the following values into your new channel template.
Name:
Guest Arrival Information Channel Template
Body:
Hi {CFIRST},
Thank you for choosing {PDISPNAME} for your upcoming {BARR} to {BDEP} stay!
Copy and paste the URL below for the location of {PDISPNAME}.
{PADDRUG}
Check-in is anytime after {BCHECKINSTARTTIME}, {BARRDAY}, {BARR}, and your door lock code is {BDOORCODE}.
{MYFIRST}
Channel template preview button:
SMS Template
To create an SMS template, go to Settings > Templates > SMS tab > click the Create SMS Template button > select the "Booking" option. Copy and paste the following values into your SMS email template.
Name:
Guest Arrival Information SMS Template
To:
{CPHONE}
Body:
Hi {CFIRST}, {PDISPNAME} is located at {PADDRUG}. Check-in is anytime after {BCHECKINSTARTTIME}, {BARRDAY}, {BARR}, and your door lock code is {BDOORCODE}. Enjoy! 😁
SMS template preview:
Trigger Variations
Each trigger sends only one message template, but you can send different templates at different times.
Your email, channel, and SMS trigger options all share these common settings:
Type: Immediate
Immediate:
5 days before booking arrives at 9:00 AM
Condition:
Payment Status is one of paid in full
Pending Status is No
Then configure based on your contact information collection:
- Without guest contact information (Airbnb, Booking.com, etc.)
- Condition: Listing Site is one of > Airbnb, Booking.com
- Action: Send "Guest Arrival Information Channel Template" channel message template
- With guest contact information (Vrbo):
- Conditions:
- Listing Site is one of > Vrbo
- Email Address on File Status is one of > Has real email address if sending an email template
- Phone Number on File Status is one of > Yes if sending SMS template
- Action: Send "Guest Arrival Information Email Template" email or SMS template
- Conditions:
Enhance your guest experience by sending a Guest Arrival Information Email 5 days prior, a follow-up Channel message a few days before, and an SMS message on the day of arrival with directions and the lock code.
If your guest is a direct booking guest who booked on your personal website, you can configure the Guest Arrival Information Email Template to arrive 5 days before, and the SMS Guest Arrival Information SMS Template to arrive on the day of arrival.