Automations for check-in, checkout, reviews and cleaning

Where they live

Go to Automations in the sidebar. The screen has four tabs, each grouping a kind of message:

Operational — the day-to-day flows of running a booking.

Experience — messages to strengthen the guest's perception and the review.

Engagement & Revenue — winning back past guests with vouchers.

Post-booking — the message sent as soon as a booking is created, covered in its own article.

Operational

Pre check-in reminder — sent a few days before arrival, to prepare the guest. This is where access instructions, times and what to bring belong.

Check-in notice for the team — sent a few days before arrival to the team members selected in the template. It does not go to the guest: it is for whoever prepares the property.

Cleaning notification — sent to the person responsible for cleaning on the day of check-out.

Experience

Post check-out message — sent on the departure day, to say thank you.

Review request — sent after check-out, with the link for the guest to rate the stay.

Engagement & Revenue

Re-engagement with voucher — sent a few days after check-out, only to guests with no future bookings, with an incentive to come back.

In its configuration you set the benefit type (percentage or fixed amount), the value, the expiry in days and, optionally, the voucher code — leave it blank and the system generates a unique one.

The tab shows two numbers worth more than any assumption: vouchers sent and vouchers used. See vouchers: discount coupons.

What you configure on each automation

Each automation has a template with:

how many days before or after the message goes out;

the channels — email, WhatsApp, or both. The card shows badges for which are on;

the text, with the available variables;

for the team notice, which members receive it.

Activating and pausing

Each automation is switched on and off separately. Switching one off does not delete the text: you can write at your own pace and activate only when ready.

A switched-off automation simply does not send. Nothing queues up waiting.

Who receives what

Worth re-reading before you write, because this is where mistakes happen:

Guest — pre check-in reminder, post check-out message, review request, re-engagement.

Team — check-in notice for the team.

Cleaner — cleaning notification.

Writing "welcome!" in the cleaning notification is the classic slip.

Requires WhatsApp connected

Messages with the WhatsApp channel ticked only go out with the integration active. Those with email go out regardless. See how to connect WhatsApp.

Worked example

A guesthouse switches on three automations:

Pre check-in reminder, 2 days before, by WhatsApp and email, with the address and the entry time;

Cleaning notification on the check-out day, by WhatsApp, to the cleaner;

Review request, 1 day after check-out, by WhatsApp.

None of them needs daily attention. What changes is how many messages the front desk stops typing.

Common mistakes

Writing an excellent message and forgetting to activate the automation.

Ticking only the WhatsApp channel while the integration is disconnected.

Mixing up the audience: a team message written as if for the guest.

Looking for the post-booking message on these tabs. It has its own.

Related articles

How to connect WhatsApp

How to send an automatic message right after a booking

Pipeline templates and post-booking messages

Vouchers: discount coupons