The messages nobody should be typing by hand
Most guest and tenant communication is predictable. Every confirmed booking needs a confirmation, every arrival needs check-in instructions a few days before, every departure needs a checkout reminder, and every lease needs a rent reminder and, eventually, a renewal conversation. Typed by hand, these are where a busy week drops something. As rules, they go out on time whether anyone remembers or not.
Seven triggers that cover the lifecycle
A rule starts from one of seven moments: a booking is confirmed, a check-in is approaching, it is checkout day, a stay has ended, rent is due, rent is overdue, or a lease is ending. Each takes an offset in days — three days before check-in, one day after checkout, thirty days before the lease end — and a channel: email, SMS or WhatsApp.
Templates written once, personalised every time
Templates use merge tags for the guest or tenant name, property, dates and similar details, and each template can have a version per language, so a German guest and a French tenant both get a message they can read. The same templates are available for one-off sends from the inbox, so the wording stays consistent whether a message was automatic or manual.
A short-term rental automation sequence that works
A sequence many short-stay managers start with: a confirmation the moment the booking is confirmed; arrival instructions with the access details three days before check-in; a short "anything you need?" message the morning after arrival, sent manually or as a template; a checkout reminder on the morning of departure; and a thank-you with a review request the day after.
Five rules, written once, cover every stay in the portfolio. The guest gets a consistent experience regardless of which team member is on shift, and the inbox is left for the questions that need a person.
Automation for long-term rentals too
The same engine covers tenancies. A rent reminder a few days before the due date and a factual notice the day after a missed payment resolve most late rent without a phone call. A notice sixty or ninety days before a lease ends starts the renewal conversation while there is still time to plan a re-let — our guide to lease renewal tracking covers the timing.
Because the rent rules read the actual balance from rent collection, a tenant who has already paid does not receive an overdue notice. A reminder for rent that was already paid is worse than no reminder at all.
Work that automates itself, not just messages
Some automation is not a message at all. A confirmed reservation creates its checkout cleaning as a task, assigned to the property's default cleaner with the property's checklist attached, and a cancellation retracts it. That side is covered under cleaning scheduling.
Every automated send is logged against its rule and the booking or lease it concerned, with its status, so "did the guest get the door code?" is answered by looking rather than asking.
Common questions
Which channels can automated messages use?
Email, SMS and WhatsApp. Each rule chooses one channel.
Can automated messages be sent in the guest's language?
Yes. Each template can have a version per language, and the matching version is used for the recipient.
Will a guest ever receive the same automated message twice?
No. Each rule sends at most once per booking or lease, and every send is logged.
How often do automations run?
Rules are checked every hour, so a message scheduled for a given day goes out within that hour window.
Can I pause a rule without deleting it?
Yes. Rules can be switched off and on again, keeping their template, trigger and timing.
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