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Guest experience
We are help to you a deliver a stellar guest experience!
+6
85 articles in this collection
Written by
Pierre-Camille Hamana,
Assistant,
Lisa Prins
and 6 others
Tutorial: the sofa bed
Include instructions for an extra bed only for a certain number of guests
Written by
Pierre-Camille Hamana
Updated over a week ago
Tutorial: requiring a phone number
Written by
Pierre-Camille Hamana
Updated over a week ago
Tutorial: vetting your guests
Written by
Pierre-Camille Hamana
Updated over a week ago
Tutorial: Answers dependant on calendar availability
How to accept or deny early check-in and late check-out requests automatically depending on your calendar availability.
Written by
Assistant
Updated over a week ago
Getting started
2. What is the difference between Short Codes and Custom Codes?
Written by
Frances Rebollido
Updated over a week ago
Messaging Rule Templates
Modified or deleted one of the original rule template examples? No worries - you can find all of our default templates here!
Written by
Alyssa Ward
Updated over a week ago
Automating your messages
How do I create a unique message for each property?
You can create a unique messaging rule that only applies to a single property
Written by
Jenn Tomaszewski
Updated over a week ago
Can I send scheduled messages to guests who booked last-minute?
Written by
Denise Marie Rebollido
Updated over a week ago
What are the different Timing options for event messages?
Set the send time of your messages according to your preferences
Written by
Denise Marie Rebollido
Updated over a week ago
Why didn't my answer send automatically?
So you've got your answers set up to answer your guests' questions, but for some reason the answer didn't send.
Written by
Reynir Óli Smárason
Updated over a week ago
How do I schedule a message to be sent on a specific day of the week?
Written by
Toby Okeke
Updated over a week ago
What is the difference between Cancelled and Failed message status?
Written by
Frances Rebollido
Updated over a week ago
Why was an event message not sent to a returning guest?
Automatic responses to events are not sent to returning guests for a reason.
Written by
Frances Rebollido
Updated over a week ago
Why wasn't an automatic message sent to my guest?
Here is what to check when you notice that the automatic message wasn't sent to your guest.
Written by
Assistant
Updated over a week ago
How to send attachments, documents, or links in messages
Send files by including links in message templates after a booking
Written by
Alyssa Ward
Updated over a week ago
If I make changes to a messaging rule, will it update existing messages already prepared for guests?
Written by
Frances Rebollido
Updated over a week ago
Tutorial: Adapt your booking confirmation depending on the check-in date
Adapt your new reservation message to include check-in instructions for guests last minute reservations.
Written by
Pierre-Camille Hamana
Updated over a week ago
How can I add a picture to a scheduled message?
Learn how to include picture attachments to messages.
Written by
Assistant
Updated over a week ago
How do I send booking confirmation messages to returning guests?
By default, we don't send booking confirmation to returning guests, but you can change that in the account settings.
Written by
Assistant
Updated over a week ago
Can I send 2 messages for the same event for the same property?
It's not possible to send messages for the same event (and for the same property), but here are some ways to make it happen.
Written by
Pierre-Camille Hamana
Updated over a week ago
How do I change when a scheduled message is going to be sent for one guest?
Written by
Frances Rebollido
Updated over a week ago
How do I cancel or delete a scheduled message for one guest?
Written by
Frances Rebollido
Updated over a week ago
How do I create a messaging rule to automate my messages?
Messaging rules create the automatic and scheduled messages sent to your guests.
Written by
Frances Rebollido
Updated over a week ago
Can I receive or disable email notifications when a message is sent?
Learn how to manage notifications triggered when the automatic message is sent.
Written by
Assistant
Updated over a week ago
Which events can trigger an automatic response?
Several events are special and can trigger an automatic message, when time is of the essence.
Written by
Assistant
Updated over a week ago
How do I edit an automatic message that is prepared for a guest?
Written by
Frances Rebollido
Updated over a week ago
How can I delay an automatic message?
We offer you the possibility of delaying some automatic messages dependent on your settings if that is a better fit for your hosting style.
Written by
Assistant
Updated over a week ago
Why was my message sent at a different time?
Learn what affects when my messages are sent and which time zone they are sent in.
Written by
Lisa Prins
Updated over a week ago
Why are my messages not being scheduled?
Steps to take when messages aren't being scheduled or sent as you expect.
Written by
Lisa Prins
Updated over a week ago
Which time zone will be used for scheduled messages?
We use the time zone of your property, and in some cases check the time in the guest's native timezone.
Written by
Pierre-Camille Hamana
Updated over a week ago
What are the types of messaging rules available?
The widest range of messaging automation for guest communication in the industry.
Written by
Assistant
Updated over a week ago
What are scheduled messages?
Using scheduled messages to automate your guest messaging
Written by
Lisa Prins
Updated over a week ago
Automating your reviews
Review Request messaging rule vs Review rules
Written by
Frances Rebollido
Updated over a week ago
Can I delete or cancel an automated review?
Written by
Frances Rebollido
Updated over a week ago
How do I restore a deleted review?
Written by
Frances Rebollido
Updated over a week ago
1. Can I automate my reviews?
We can help you automate your reviews, while keeping you in control when it matters.
Written by
Assistant
Updated over a week ago
2. How to create a review rule?
Review rules can be created within Guest experience.
Written by
Assistant
Updated over a week ago
3. When will my automated review be generated?
We capture the review from the booking platform, as soon as it created there.
Written by
Assistant
Updated over a week ago
4. Can you randomize automatic reviews for my guests?
With multiple review rules, your comments can be randomized.
Written by
Assistant
Updated over a week ago
5. When will my review be published?
The review can be published at the time of your review rules, and earlier if you decide to send it manually.
Written by
Assistant
Updated over a week ago
Can I send automated reviews manually?
Reviews can be edited and sent manually if you'd like to send them earlier.
Written by
Lisa Prins
Updated over a week ago
How to edit an automated review?
You can always edit the comments and star rating of any pending review, automated through your review rules.
Written by
Frances Rebollido
Updated over a week ago
Can I publish my review on Airbnb anyway?
Written by
Pierre-Camille Hamana
Updated over a week ago
I want to publish a bad review for one of my guests
Marking a review as a Bad review will reschedule it to 20 seconds before the review period is due to expire.
Written by
Assistant
Updated over a week ago
Automating your replies to questions
Can I set different Timing options for question rules?
Automatic answers follow a single Timing option set for question rules.
Written by
Frances Rebollido
Updated over a week ago
Can you detect questions from my guests?
Hospitable uses AI to detect and reply to questions automatically.
Written by
Lisa Prins
Updated over a week ago
What question categories can you detect?
What questions can be detected for automated answers?
Written by
Frances Rebollido
Updated over a week ago
How to set up an automatic response to a question?
How do I set up answers to question categories?
Written by
Frances Rebollido
Updated over a week ago
Should I include greetings in my replies to questions?
Should I write a salutation in my question rule template?
Written by
Frances Rebollido
Updated over a week ago
When will the automatic answer to a question be sent?
How and when the automatic answer is sent depends on the context of the question and your configuration.
Written by
Frances Rebollido
Updated over a week ago
What is the %answers% short code doing in my templates?
The %answers% short code is a way to include your answers to questions within inquiry, request to book and reservation rules.
Written by
Frances Rebollido
Updated over a week ago
Can I configure a different response to a question based on the stage of the conversation?
You may need to create different answers to a question depending on when it is asked.
Written by
Frances Rebollido
Updated over a week ago
Can I create a new question to detect?
Written by
Pierre-Camille Hamana
Updated over a week ago
Short codes
List of short codes, their definitions, and restrictions
Written by
Frances Rebollido
Updated over a week ago
Why is the %total% short code showing a different amount?
We always communicate the final price that is charged to the guest, in the currency.
Written by
Frances Rebollido
Updated over a week ago
How is the check-in and check-out time being defined?
If you manually changed the check-in or the check-out time of a guest for a reservation, this is what the short code will display.
Written by
Frances Rebollido
Updated over a week ago
What are short codes?
Learn more about short codes and how to use them.
Written by
Assistant
Updated over a week ago
Why isn't the short code I want shown in the list of currently available short codes?
Short codes and their restrictions
Written by
Assistant
Updated over a week ago
What time format is used in automatic messages?
We adapt the formatting of times according to the location of guests.
Written by
Assistant
Updated over a week ago
Tutorial: short codes for smart locks
Written by
Assistant
Updated over a week ago
Custom codes
What are custom code conditions?
Written by
Assistant
Updated over a week ago
Why was my custom code condition 'check-in is in [less than/more than] days' not honored?
Written by
Frances Rebollido
Updated over a week ago
What are Custom Codes?
Written by
Assistant
Updated over a week ago
How can I use custom codes without conditions?
How to always include a custom code, and create messaging rules that adapt to each listing.
Written by
Assistant
Updated over a week ago
Can custom codes have the same name?
You can create multiple custom codes with the same name, to be used across different properties.
Written by
Assistant
Updated over a week ago
Where can I see all available custom code conditions?
This article is a list of all available conditions for custom codes, so that your messages can adapt on the fly to your guests situation.
Written by
Assistant
Updated over a week ago
Can custom codes include short codes and other custom codes?
Written by
Assistant
Updated over a week ago
How do I include custom codes in my templates?
Importing custom codes in your templates is necessary to have them working as expected and be sent to your guests.
Written by
Assistant
Updated over a week ago
Tutorial: Offering to extend a booking
Use custom codes to proactively offer to extend a reservation by an extra night and up-sell your orphan days.
Written by
Alyssa Ward
Updated over a week ago
How do I create a custom code?
Written by
Assistant
Updated over a week ago
Custom code for requesting flight number
Written by
Pierre-Camille Hamana
Updated over a week ago
Automating messages in multiple languages
How do you determine the language of the conversation with my guest?
Learn more about how we detect the language used by your guests.
Written by
Assistant
Updated over a week ago
How to change the way the language of the guest is being detected?
Learn how to change the language detection settings.
Written by
Assistant
Updated over a week ago
How does "prioritizing the language of the conversation" work?
We can detect the language of the conversation with your guest based on the first message they sent.
Written by
Assistant
Updated over a week ago
Are short codes multilingual?
Written by
Assistant
Updated over a week ago
Are custom codes multilingual?
Using languages other than English for custom codes
Written by
Assistant
Updated over a week ago
How do I change the fallback language?
The fallback language can be changed in the account settings.
Written by
Assistant
Updated over a week ago
What language is used to generate reviews?
Reviews can be multi-lingual and use the guest language.
Written by
Assistant
Updated over a week ago
What is the fallback language?
The fallback language is a backup language used to generate automatic messages.
Written by
Assistant
Updated over a week ago
Can you detect questions in other languages than English?
We detect questions in English, which covers currently 96% of conversations of our users.
Written by
Pierre-Camille Hamana
Updated over a week ago
Canned responses
What are canned responses and how do I create them?
What are canned responses for and when would I use them?
Written by
Frances Rebollido
Updated over a week ago
How to create a canned response?
Canned responses can be created from Guest experience.
Written by
Frances Rebollido
Updated over a week ago
Do you import saved replies from Airbnb?
To ensure a smooth transition, we import your saved replies from Airbnb at the moment your account is connected.
Written by
Frances Rebollido
Updated over a week ago
Can I use short codes and custom codes in Canned responses?
Canned responses can be smarter with short codes and custom codes.
Written by
Frances Rebollido
Updated over a week ago
How to send a canned response?
You can send a canned response to a guest directly from the inbox.
Written by
Frances Rebollido
Updated over a week ago