Event messages
Event messages will always be sent when the event occurs, or with the scheduled delay, even if the reservation was a last-minute one. While the system aims to send these messages at the scheduled time, occasional minor delays may occur due to processing or queueing on the platform.
The only caveat is if you manually message the guest before the scheduled send time of the message. This only applies if the messaging rule has a delayed send time, and you manually reply to the guest on the thread (from Hospitable or the booking platform) before the scheduled send time.
This restriction does not apply to scheduled messages!
Learn how you can tailor your booking confirmation message to include check-in instructions for last-minute bookings through this tutorial. For time-sensitive scenarios, including essential check-in information in your New Reservation message ensures guests receive critical details immediately after booking confirmation.
Scheduled messages
Check-in messages
First, check your “Before check-in” messaging rule, and see if you have the “Exclude last-minute bookings” setting enabled. If that is enabled, then we will not send the message to any guest who books past the scheduled send time of the message. To adjust this setting, navigate to Guest Experience > Messaging Rules, select your check-in message template, and uncheck the "Exclude last-minute bookings" option if you want to ensure all guests receive check-in information.
In this case, a “last-minute” booking is any stay booked after the scheduled send time of the message.
If you don't have that setting enabled and a guest makes a last-minute booking, then we will schedule and send that message to the guest. The message will be sent in 30 minutes from the time of booking.
However, you can also go in and manually send the message earlier from the Activity log on the conversation thread or from the “Pending messages” tab on the Guest experience page. If a message is delayed, simply locate it and select Send Now to deliver it immediately.
Check-out messages
If a guest books a last-minute stay past the scheduled send time of your “Before check-out” message then the message will not be scheduled or sent.
For example, let’s say your check-out time is at 11 AM. If your check-out message is scheduled to be sent 18 hours before check-out, then it should be sent at 5 PM the day before check-out.
Let’s say a guest books a one-night, last-minute stay at 6 PM, then the send time of that message has already passed, and it will not be scheduled or sent to the guest.
We will not send a “Before check-out” scheduled message if the time of booking is past the time when the message would normally be sent.
After a new reservation messages
The “After a new reservation” scheduled message will never be sent past the check-in time of the reservation!
If a guest books a last-minute stay after the check-in, then this message will not be scheduled or sent.
If the delay on the message is for one hour, and the guest books 50 minutes before the check-in, then the send time falls after the check-in, and the message will not be scheduled or sent.
Read more about this messaging rule, here.