Overview
It’s hard to keep up with every single message you receive, especially when you own multiple properties and/or list them across several channels. Airhost’s PMS grants you easy access to guest inquiries and other communications. Send auto messages to greet your guests even before they arrive at your property. Customize pre-arrival, check-in guide to post check-out messages to your guest with our readily available templates. Set the messages with auto functions in your preferred sequence with multiple languages to choose from. Stay updated and easily keep track of everything that goes on with your listings in one single inbox.
This article covers the following topics:
- Common Messages For All Listings
- Property Specific Extra Memos
- Room Specific Extra Memos
- Booking Specific Messages
- Message Board
Getting Started
Common Messages For All Listings
1. Select Bookings > Booking’s Auto Messages to go to the Common Messages configuration page.
2. Common Messages that can be configured are as follows:
| Message type | Send Time | Suggested Content |
|---|---|---|
| Auto Response | Upon first inquiry. (Timing can be set.) | Auto-reply to maintain within 1 hour response time. |
| Booking Confirmation | Can be set for 0 to 72 hours after a booking is confirmed. | Thank you for booking, etc. |
| Welcome Message | Can be set for 0 to 72 hours after a booking is confirmed. | URL information for downloading guide to property, etc. |
| 3 Days Before Check-In | Can be set for 0 to 20 days before check-in. | Check-in procedure, guide download, etc. |
| 5 Days Before Check-In | Can be set for 0 to 20 days before check-in. | Reminder on check-in procedure, guide download, etc. |
| Before Check-In | Can be set for 0 to 20 days before check-in. | Reminder on check-in procedure, etc. |
| After Check-In | Can be set for 0 to 20 days after check-in. | Check that guest checked in safely, confirm house rules, etc. |
| 1st Day After Check-In | Can be set for 0 to 20 days after check-in. | Follow up that guest checked in safely, confirm house rules, etc. |
| Before Check-Out | Can be set for 0 to 20 days before check-out. | Remind guest on checkout time, procedure. |
| After Check-Out | Can be set for 0 to 20 days after check-out. | Ask for review, etc. |
| Guest Checked In (Only for IoT enabled account) | Upon guest check-in on IoT device. | Key information, room information, etc. |
3. Click Edit to open message editing window.
4. In your message, tags can be used. Tags are replaced by the relevant information when messages are sent. Click on the tag at where you want to insert the information in your message.
| Tag | Information | Where information is from |
|---|---|---|
 | Guest Name | Acquired from booking information |
 | Host Name | Channel Credentials page |
 | Check-in Date | Acquired from booking information |
 | Check-out Date | Acquired from booking information |
 | Listing Name | House Detail page > Summary tab |
 | Check-in Time | House Detail page > Setting tab |
 | Check-out Time | House Detail page > Setting tab |
 | Check-in Guide | House Detail page > Edit > Setting tab > Booklet |
 | Extra Memo* | House Detail menu > Auto Messages |
 | Phone Number | Channel Credentials page |
 | Signature | Channel Credentials page |
 | Key Information | House Detail menu > Subscription Add-Ons > Checkin tab (Only valid if Checkin Add-On is activated.) |
*Extra Memo tag is used for property specific messages. See Property Specific Extra Memos.
5. We support English, Japanese, Traditional Chinese, Simplified Chinese and Korean. To add messages in selected language, click menu at the bottom of the message editor window.
Note: Airhost will send the message based on guest’s language preference that is provided by the guest’s booking’s Channel. If no such preference is provided, English will be the default.
6. Switch on Enable > Click Save to save the message.
7. Go to the property’s House Detail menu > Auto Messages > Enable the messages you want to send.
Tip: You can select the property under LISTING MANAGEMENT > Property List (Pro).
Extra Features
Property Specific Extra Memos
This function is used for setting up messages specific to a property, which will reflect under the Extra Memo tag in Common Messages.
1. Go to House Detail menu of the property either from Dashboard > Settings.
Or Listing Management > Property List (Pro) > Nickname, or select Edit from menu dropdown.
2. Select Auto Messages > Click Edit to set up property specific messages.
3. Write your message in the {{extra_memo}} message editor window > Click Save when done.
Tags you can use are the same as Common Messages. The message you write here shows up in the spot where you insert {{extra_memo}} in the corresponding Common Message.
4. Check that Common Message is set up and enable Auto Messages for the messages you want to send out.
Room Specific Extra Memos
Note: This is only applicable to hotel type properties
This function is used for setting up auto messages specific to a room, which will reflect under the Room Manual tag in Property Specific Extra Memos.
1. From House Detail menu > Select Room Units > Click Edit icon of room unit to add Room Manual.
2. Enter the room specific details under Room Manual in the pop up window > Click Save.
Note: As this message does not have multilingual support, please fill in all required languages for the content.
3. Key Info URL is applicable only for Checkin and IoT Add-Ons enabled property. It will display the Extra Intro URL (Optional), if available, from the property’s Checkin Add-On Key Kind information.
4. Indicate linked rooms by switching on and selecting the linked room > Click Save.
5. To insert Room Manual in auto message, go to House Detail menu > Auto Messages > Click Edit to set up property specific messages.
6. In the {{extra_memo}} message editor window, click Room Manual icon to insert where the content should be in the message > Click Save.
Note: The message you write here shows up in the spot where you insert {{extra_memo}} in the corresponding Common Message.
7. Check that Common Message is set up and enable Auto Messages for the messages you want to send out.
Booking Specific Messages
You can set the auto messages to be sent, and change the language of the auto messages for a Booking.
Note: This will not apply to Auto Messages sent before the set up is saved.
1. At the Booking’s Details page > Click Menu icon > Select Edit from dropdown.
2. At the end of the Booking Details Edit page, click to uncheck or check the the auto messages to be sent for this Booking > Click + Save.
3. Change the language of the auto message from the Language dropdown selection > Click + Save.
Message Board
You can use this function to check auto messages sent for a Booking, and manually send an auto message if required.
1. At the Booking’s Details page > Go to Other Information tab > Click on Ticket Information link.
2. You will be directed to the Booking’s Message Board page. You can see auto messages sent for the Booking in the Message Board. Click on Lock button to unlock the Message Board.
3. To manually send an auto message, click on the Menu icon > Select Add Auto-Message from dropdown.
4. In the pop-up window, select the auto message you wish to send > Click Apply.
Note: You must have set up the corresponding Auto Message, otherwise no data will show.
5. If you have multi-languages set up for the auto message, select the language of the message to be sent > Click Apply.
6. The selected message will appear in the message editor, edit the message if required > Click Reply.
7. Sent message will appear in the Message Board. Refresh the page to check if the message is successfully sent.
You have successfully set up Auto Messages.
