Messaging rules allow you to automate your guest communication in a systematic, personalized fashion. There are three main components:
Event message rules: reply to an event
Scheduled message rules: schedule a message in advance
Question rules: reply to a question from a guest
Scheduled messages and event messages are automated messages that are created and customized according to the criteria set within Messaging Rules. These rules allow you to automatically deliver timely information to your guests, including new reservation notifications, check-in instructions, preparation details, property guidebooks, smart lock codes, guest follow-ups, upsell offers, check-out guidelines, review requests, and more.
For all messaging rules, you can customize these to target guests at specific properties or from certain booking platforms, and designate hosts or co-hosts as the message sender.
You can customize your guest messages by booking platforms in the scoping of your messaging rules, or by including custom codes which are scoped to different booking platforms.
You can read more about message scoping here.
You can read more about Custom Codes here.
Question Rules are also part of Messaging Rules. You can learn more about those here.
Scheduled Messages
Scheduled messages are based on specific timing, and are generated as soon as a booking is confirmed. You can schedule as many messages as you wish, and you can edit a guest's messages until the time they are sent.
Scheduled messages can be sent:
After a new reservation
Before check-in
After check-in
Before check-out
After check-out
On a given day of the week
Allows you to create custom reminders for specific days of the week, like trash pick-up notices on Wednesdays or Thursdays.
To create a scheduled message:
Go to Guest Experience > Messaging
Click +Add new on the right of your screen
Select a messaging rule under Schedule a message
Enable the rule by turning the toggle on
Edit the content to fit your needs, ensuring it aligns with your guest communication strategy.
Optional:
Add a Smart Upsell smart code to easily share available upsells with your guests
Add another language to create a template in a different language
Select the timing
(Optional) Update the settings
Not all settings are available for all messaging rules. Settings include:
Last minute bookings (include or exclude)
The definition of "Last minute" depends on the timing you set for the rule
Add a picture
Must be under 2MB
Supported on all platforms
Only 1 picture per rule
Specify a reservation duration
Allows you to send different messages based on the length of the booking
Do not send if a guest has already published a review
Supported for Airbnb only
Scope the rule
In order for a message to be scheduled and sent, it must be scoped to all 3 of the following:
Platform
Host
Property
For example, if a rule is scoped to Airbnb (platform) and your property, but no Airbnb hosts are selected, the message will not be sent for any Airbnb reservations.
To edit a generated scheduled message for a specific guest:
Go to Guest Experience > Messaging
Click on the rule
Make changes
Edits are saved automatically
Event Messages
Event messages are similar to scheduled messages. The major differences are that event messages are based on a certain event rather than timing, and only one message can be sent per event. Event messages are sent when the event occurs (or can be delayed a maximum of 60 minutes). They can also be prepared, rather than sent automatically.
Learn how to create a scheduled or event message here.
To avoid duplicate messages, make sure you disable any automated messages on your booking platform. This step helps in maintaining effective and professional communication without redundancy.
Managing Automated Messaging for Co-Hosted Accounts
Airbnb: If both the listing owner and the co-host are scoped in a messaging rule, messages default to the listing owner's account. To send messages only from your co-host account, deselect the listing owner from the rule.
VRBO: Rules should include all host accounts to ensure all guests are covered. VRBO does not support messaging exclusively from a co-host account.
Troubleshooting Common Issues With Messaging Rules
If you're experiencing issues with messaging rules applying to unintended reservations, the messaging rule might have been created with all properties scoped initially. When it was activated, it applied to all reservations, including those not intended. You can update the scoping to remove the scheduled messages.
Similarly, if the message wasn't scheduled at all, check the scoping of the rule and ensure the property, host, and platform are correctly scoped, and that the timing is correct.
Ensure the content of your rule aligns with platform-specific requirements.
For example, messages can be blocked if they include reference to other platforms, URLs/links on Booking.com that aren't on their safe list, phone numbers, etc.
Manual changes to a scheduled message make it independent of the rule. Further updates to the messaging rule will not update it.
If a message is sent at the wrong time, ensure that the check-in time of the reservation matches the messaging schedule. Adjust the rule setup to reflect desired timing. For example, to send a message 2 hours before a 4 PM check-in, ensure the rule specifies this interval. You can remove this setting and get scheduled messages sending at all hours of the day.
Messages can be sent at different times than expected if you have the "9 PM to 9 AM" restriction enabled.
For owner stays, automated messages are turned off by default.
That said, you can still choose to send:
A confirmation message when creating the owner stay (optional).
A smart lock code if you normally automate access codes (also optional).
Everything else—like check-in instructions, welcome notes, or review reminders—is skipped automatically to keep communication simple and relevant.
Essentials Plan Messaging
On the Essentials subscription plan, the New reservation message must be enabled and include a guest portal shortcode. This ensures your guests always have the information they need.
Some messaging rule types are not available on this plan. See table below for included and restricted messages on the Essentials plan:
Unavailable Messaging Rules on the Essentials Plan (cannot be activated) | Available Messaging Rules on the Essentials Plan (must include Guest Portal link) |
New inquiry | New Reservation* Cannot be disabled |
New pre-approval | After a new reservation |
New request to book | Before check-in |
Expired pre-approval | After check-in |
Inquiry/booking denied | Before check-out |
After check-out |
|
Reply to a question (Air Conditioning, Airport, etc.) |
|
New checkpoint message |
|
On a given day of the week |
|
New cancellation |
|
New special offer |
|
New payment issue |
|