Guest message rules

Outbound guest messaging is a powerful tool to automate most of your guest messaging needs.

You can create message rules based on specific events ( booking, arrival, departure, cancellation, or recurring event ). Each schedule determines when the message is triggered and allows you to set the message to send before or after the relevant event. The automated messages can also be scheduled for a specific time before or after an event, such as a booking, cancellation etc.

You can also filter those messages based on criteria such as booking site, booking duration, and advanced requirements such as rental agreement and guest identification status, etc as explained in this guide: Message filters

1. Before/After Booking messages:

Schedule a message to send automatically before/after a booking is confirmed, such as a booking confirmation, welcome message, or important next steps.

Example use cases:

• Send a booking confirmation or welcome message.
• Share important information or next steps after the booking is made.
• Ask guests to complete a rental agreement or guest verification.

2. Before/After Arrival messages:

Send a message automatically before or after a guest’s scheduled arrival.

Example use cases:

• Send check-in instructions a few hours before arrival.
• Send a welcome message shortly after the guest arrives.

3. Before/After Departure messages:

Send a message automatically before or after a guest’s scheduled arrival.

Example use cases:

• Send check-in instructions a few hours before arrival.
• Send a welcome message shortly after the guest arrives.

4. Cancellation messages:

Schedule a message to send a set amount of time before or after a booking is cancelled.
You can set the timing in minutes, hours, or days.

Example use cases:

• Send a message 5 minutes after a cancellation to confirm the cancellation and provide any relevant next steps.
• Send a message 24 hours after a cancellation asking the guest if they need any further assistance.
• Send a message 30 minutes before a scheduled cancellation-related event if you need to remind a guest to complete an action.

5. Recurring messages:

Send a message automatically on a specific day of the week and time. You can also choose to send the message only to guests who are currently staying at the property.
The message is sent at the selected time based on each property's local time zone.

Example use cases:

• Send a garbage collection reminder every Wednesday at 11:00 AM.
• Remind guests about weekly housekeeping or maintenance.
• Share information about a recurring local event or activity.

Message delivery method

Guest messages send via the booking site inbox for Airbnb, Booking.com and Vrbo and via email for Google and direct bookings.

Keeping it personal

Insert dynamic message tags such as {guest_first_name} (which use guest booking information) to create messages that are personal to each guest. Learn more about dynamic message tags, here.

Updated on: 14/09/2026