Messaging & Reviews - Scheduled Messages

This article will explain the Scheduled Messages solution, which helps to automate the messages during the traveller journey, post booking, pre check-in, during stay, and after check-out. It is a proven concept to increase guest satisfaction.

Within the Messaging & Reviews engine we offer the accommodation partners also the opportunity to setup a series of scheduled messages, in order to have streamlined and guaranteed communication with the traveller during the most critical points in the guest journey. The advice from NextPax is to schedule messages at these touch points.

Post Booking - immediately after reservation, confirming the stay and offer help if needed?

Pre-Check-In  - Preparing the guest for the arrival at the accommodation.

During Stay - Welcome message when the guests arrived and whether they need something?

Pre-Check-Out - Prepare the guest for any checkout information.

Post Check-Out - Ask the guest how their stay was and if they are willing to leave a review. 

Scheduled messages is available for all channels within the Messaging & Reviews tool, and can be applied and differentiated per channel.

The accommodation partner can select under condition, which is either: reservation, check-in, or check-out, the moment for which the scheduled message is to be scheduled.

Then they can select the channel, and the language and then they can add the delays (in days). If no delay is added the scheduled message is immediately sent after the event (eg. no delay for reservation, means that the scheduled message is immediately sent after the booking is confirmed). 

Personalisation & Dynamic Prompts

The scheduled messages tool offers a variety of personalisation prompts that accommodation partners can use in order to personalise the scheduled messages and to include certain dynamic elements/links of Airbnb within the message. Please see the personalisation & dynamic prompts an accommodation partner can use below:

Guest Name

This can be used to personalise the first line of the scheduled message.

Property Name

This can be used to personalise the accommodation that was booked by the traveller, and is needed since scheduled messages are set on partner level

Checkout Date

This can be used to include the check-out date of a reservation in the scheduled message. 

Airbnb House Rule Link

This can be used to remind travellers of the house rules applied for an accommodation advertisement on Airbnb. It will lead the traveller to the house rules page of the accommodation on Airbnb.

Airbnb Guest Review Link

This dynamic prompt directs, leads the traveller to the the page on Airbnb to leave a guest review on the stay/accommodation. This can be used post-stay to include in a scheduled message, motivating travellers to leave a guest review.