Hostaway: Best Practices for Messaging Flow

What will the portal link be in Hostaway?

To send your guest their portal link in Hostaway messages you’ll use the custom variable added to your Hostaway account: #{{reservation_suiteop_portal_link}}. Including this in your automated messages will send the unique link to each guest. After bookings are created, we need some time to populate this variable with the correct link, so it is recommended to add a 5-20 minute buffer after bookings before sending the portal link.

Below are some example messages to send guests to ensure they complete pre-checkin and access their guest portal.

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Confirmation Messages

Confirmation - Airbnb Send 5 minutes after confirmation to allow the variable to populate.

Hi {{guest_first_name}}, Thank you for choosing us for your upcoming stay.

Your booking is confirmed.

Ahead of your stay, please complete your pre-check-in online via the link below : {{reservation_suiteop_portal_link}} We look forward to welcoming you!

Confirmation - Email Send 5 minutes after confirmation to allow the variable to populate. Subject: Confirmation - Important Info Inside: Complete your pre-checkin ahead of your stay Hello {{guest_first_name}},

Your reservation is confirmed for {{listing_name}}!

We’ve included your reservation details below.

Arrival: {{checkin_date}} Departure: {{checkout_date}} Number of Nights: {{nights}} Number of Guests: {{number_of_guests}}

To unlock your check-in instructions, complete your pre-check-in ahead of your stay: {{reservation_suiteop_portal_link}}

We look forward to welcoming you,

{{host_name}}

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Pre-Check-in Reminders

Channel - Pre-Check-in Reminder (Portal NOT COMPLETED) - 3-days before check-in

Your stay with us is approaching - and it looks like you haven’t completed your check-in just yet!

Please complete your check-in before arriving to unlock your check-in instructions and the personalized portal we set up for you! {{reservation_suiteop_portal_link}}

Safe Travels, {{host_name}}

Channel - Pre-Check-in Reminder (Portal COMPLETED) - 3-days before check-in

{{guest_first_name}} - your stay with us is approaching!

Find all your check-in instructions, recommendations we compiled about the area, and add-on options in the personalized portal we set up for you! {{reservation_suiteop_portal_link}}

Safe Travels,

{{host_name}}

SMS - Pre-Check-in Reminder (Portal NOT COMPLETED) - 3-days before check-in

Your stay is near!

Complete your pre-check-in to unlock instructions in your portal. Safe travels! {{reservation_suiteop_portal_link}}

SMS - Pre-Check-in Reminder (Portal COMPLETED) - 3-days before check-in

Your stay is near!

Find check-in info & more in your portal. Safe travels! {{reservation_suiteop_portal_link}}?tab=checkin

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Check-in Instructions

SMS - Check-in Instructions - 8-hours before check-in

Your check-in is today! Your check-in details & more here: {{reservation_suiteop_portal_link}}?tab=checkin

Channel - SuiteOp Check-in Instructions - 8-hours before check-in

Your check-in is today, {{guest_first_name}}!

We’re excited to welcome you.

As a reminder, we’ve compiled your detailed check-in instructions, recommendations about the area, information about your rental, and more in your online portal {{reservation_suiteop_portal_link}}?tab=checkin

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Check-out Instructions

Channel - Checkout Message - 16 hours before check-out

Hello {{guest_first_name}},

I hope you are enjoying your stay! In preparation for your departure, please update your check-out details through the link below - {{reservation_suiteop_portal_link}}?tab=checkout

Thank you,

Name

SMS - Checkout Message - 16 hours before check-out

Hi {{guest_first_name}},

Ahead of your departure, please update your check-out details: {{reservation_suiteop_portal_link}}?tab=checkout

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Review Requests

SMS - Review Request Airbnb - 14 days after checkout

Hi {{guest_first_name}},

We’re reaching out about your recent stay at {{listing_name}}. You left a 5-star review during check-out, and we’re hoping that you’re willing to make it public on Airbnb.

Thank you!

https://airbnb.com/users/reviews

SMS - Review Request Non-Airbnb - 14 days after checkout

Hi {{guest_first_name}},

We’re reaching out about your recent stay at {{listing_name}}. You left a 5-star review during check-out, and we’re hoping that you’re willing to make it public.

Google Review Link Here

Thank you!