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Hostaway Automated Messages

Templates to setup your Hostaway Automated Messages

Updated over a month ago

This provides a full list of pre-written automated messages and setup instructions for Hostaway, enabling seamless guest communication throughout the reservation journey — from inquiry to post-checkout.

Why This Matters

Automated messages ensure timely, consistent, and professional communication with guests. This improves guest satisfaction, increases review scores, reduces manual workload, and ensures all important information is sent without delay or error.

What You Need

  • Access to your Hostaway Dashboard

  • Administrator privileges or permission to create/edit automations

  • Understanding of message triggers and property selection

  • Reference to Hostaway Automated Message Setup SOP (optional add-on if separate guide exists)

Steps – How to Set Up Automated Messages in Hostaway

  1. Log into Hostaway:
    Go to Hostaway Dashboard

  2. Navigate to Inbox:
    Click on Inbox from the left-side menu.

  3. Open Automations:
    Click the AUTOMATIONS tab.

  4. Create a New Message:
    Select Create new to begin building your automated message.

  5. Name Your Automation:
    Give the message a clear, descriptive title (e.g., “Check-in Instructions”).

  6. Set the Subject Line:
    This will appear in the guest’s inbox as the email subject.

  7. Write Your Message:
    Use the templates provided below. Customize as needed.

  8. Insert Variables:
    Click Fields to add variables like {{guest_first_name}} or {{wifi_password}}.

  9. Choose Event Trigger:
    Set when the message will send (e.g., “5 Minutes After Guest Inquiry”).

  10. Select Applicable Properties:
    Choose which listings this automation applies to.

  11. Turn Off SMS If Not Needed:
    Ensure the SMS option is off if you're only sending via email or platform.

  12. Click Save:
    Save your automation and confirm it’s enabled.

Message Templates

🆕 New Inquiry

Event Trigger: 5 Minutes After Guest Inquiry

Hey {{guest_first_name}},

I'm thrilled that you're considering my place for your upcoming adventure in {{city}}! I can't wait to host you and ensure your experience is nothing short of amazing.

If you ever have any questions or need a helping hand, don't hesitate to reach out. I'm always here for you!

Eagerly awaiting your arrival!

Warmest regards,

{{host_name}}

Payment Issue

Event Trigger: 5 Minutes After Payment Fails

Hi {{guest_first_name}},

The system has informed me that this booking cannot be finalized until your payment details have been modified.

If there's anything else I can do to help you confirm your reservation at my home, please let me know.

With warm regards,  
{{host_name}}

New Pre-Approval

Event Trigger: 5 Minutes After Pending Reservation

Great news – your request to book my lovely home has been approved! To secure your dream getaway, make sure to complete your booking within the next 24 hours.

If you have any questions or need clarification, don't hesitate to reach out. I'm here to help!

Excited to host you!

Check-In Instructions

Event Trigger: 1 Day After Reservation

Hey {{guest_first_name}},

I'm committed to making your stay as enjoyable and memorable as possible. Please let me know your expected arrival time as soon as possible. Here are your check-in details:

Check-in: anytime after {{checkin_time}}, unless we've made other arrangements.  
Go to: {{address}}  
Use keypad codes from your booking itinerary  

WiFi:  
Network: {{wifi_username}}  
Password: {{wifi_password}}

Can’t wait to host you!

Check-Up Message

Event Trigger: 3 Hours After Guest Arrival

Hello {{guest_first_name}},

I just wanted to see how things were going.

I trust that you are enjoying your stay here as much as the five stars you deserve :) If there is anything I can do for you, please don't hesitate to ask!

Wishing you the best of luck and hoping you enjoy your stay.

Check-Out Instructions

Event Trigger: 12 Hours Before Guest Departure

Hey {{guest_first_name}},

I hope you've been enjoying your stay so far! Just a friendly reminder that check-out time is at {{checkout_time}}, unless we've made other arrangements.

Before you leave, please ensure that you've completed the following:
• Leave any used bedsheets, bath towels, or kitchen towels on the bed or floor  
• Empty the dishwasher and dispose of any used pods  
• Turn off all lights and appliances  
• Return furniture and accessories to their original place  
• Close all windows and lock all doors  

Thank you for your cooperation and for taking care of my space.

Wishing you safe travels ahead!  
Best regards,  
{{host_name}}

Post Check-Out Message

Event Trigger: 5 Hours After Guest Departure

Hi {{guest_first_name}},

Thank you once more for staying with us! I’ll be leaving a 5-star review for you — reviews are a huge part of this platform.

Our cleaners and guest communication team receive bonuses based on guest reviews, so if your stay felt 5-star, we’d love for you to leave a review too.

If you felt otherwise, please let us know directly. Your feedback helps us improve!

Safe travels, and we hope to host you again soon.

Friends & Family Discount

Event Trigger: 2 Days After Guest Departure

{{guest_first_name}},

The final word...

You have my sincere offer of a "friends and family" price reduction. Please let me know if you or anyone you know plans to visit {{city}} again — I’ll gladly extend a 20% discount on any future bookings with us.

Review Reminder

Event Trigger: 70 Hours After Guest Departure

Hey {{guest_first_name}},

Last week I gave you a glowing review because you were such a wonderful visitor. Reviews really help us keep hosting great guests like you!

Would you mind writing a review of your stay? Your feedback is super helpful for us and future guests.

Thanks in advance!

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