Scheduled Messaging

Modified on Tue, 27 May at 10:17 AM

Introduction

Guest communication is vital, but it shouldn’t take up all your time. Scheduled Messaging helps you deliver professional, well-timed guest messages automatically. This saves you hours and improves the guest experience.

This feature is currently available only for Airbnb and Booking.com bookings. You can use it on both the Travelnest web app and our mobile apps. Just make sure your app is up to date to access the latest features.

You’ll start with ready-made templates tailored to each stage of the guest journey. You can personalise these, attach helpful documents, and manage each property individually so every message fits your space and style.

Why use Scheduled Messaging?

Save time, stay responsive: Messages are sent automatically at key moments in the booking journey.
Use and personalise smart templates: Start with expert-written copy, and tweak it to suit your voice and property details.
Per-property control: Each of your Travelnest properties has its own set of templates. If you manage multiple listings, you’ll need to personalise messages for each one.
Attach useful documents: Include PDFs or images such as welcome packs, directions, property rules or appliance guides.
Improve guest experience: Timely, helpful communication reassures guests and increases your chances of a 5-star review.

What templates are included?

You have five automated messages available. These cover all key stages of a guest’s stay. You can’t add extra messages. One of them (Booking Confirmation) is always sent and cannot be disabled.

Message	When it's sent	Can edit content?	Can disable?
Booking Confirmation	Immediately after booking	✅ Yes	❌ No
Pre-Check-In	3 days before check-in (default)	✅ Yes	✅ Yes
Post-Check-In	1 day after check-in (default)	✅ Yes	✅ Yes
Check-Out Reminder	10am the day before check-out (default)	✅ Yes	✅ Yes
Follow-Up Thanks	1 day after check-out (default)	✅ Yes	✅ Yes

⚠️ Note: You can reset any template to the Travelnest default, but this will permanently delete your changes. A warning will appear before proceeding.

Message breakdown: What to include and why it matters

Booking Confirmation

Sent: Immediately after booking
Locked: Cannot be disabled or rescheduled

This message sets expectations and kicks off communication right away. Include:

Confirmation of the booking
What the guest can expect next
When they’ll hear from you again

Pre-Check-In

Sent: 3 days before arrival (can be adjusted)
Purpose: Provide everything guests need for a smooth arrival

Include:

Property address and directions (especially if Google Maps is unreliable)
Lockbox or smart lock codes and entry instructions
Wi-Fi credentials
Emergency contact details
Any quirks or tips about the property or access

Post-Check-In

Sent: 1 day after check-in (can be adjusted)
Purpose: Friendly follow-up and guest check-in

Include:

A short welcome
A message checking everything is okay
An invitation to ask questions or request help

Check-Out Reminder

Sent: 10am the day before check-out (can be adjusted)
Purpose: Help guests leave without hassle

Include:

Check-out time
Where to return keys
What to do with bins, lights or linen

Follow-Up Thanks

Sent: 1 day after check-out (can be adjusted)
Purpose: End the stay on a positive note

Include:

A thank you message
An invitation to leave a review
A request for feedback (optional)

Shortcodes: Personalisation made easy

Shortcodes automatically pull guest data from their booking to personalise your messages. You can use:

@{guest-name}
@{number-of-guests}
@{number-of-nights}
@{check-in-date}
@{check-in-time}
@{check-out-date}
@{check-out-time}

These values are pulled directly from the booking details stored in Travelnest.

How to set up Scheduled Messaging

Log in to your Travelnest account.
Go to the Messaging section and tap the speech bubble with a clock icon (usually in the top-right corner).
Select the property you want to manage.
Edit or personalise each of the five templates.
Toggle optional messages on or off.
Attach documents like PDFs or images.
Save your changes.

Tip: If you're using our mobile app, make sure it's updated to access Scheduled Messaging.

Platform support

Scheduled Messaging currently works for:

Airbnb
Booking.com

Messages are not yet supported for bookings made through Vrbo, Expedia, Holidu or other platforms. We are working on expanding this in the future.

Smart logic: Timing and fallback rules

Our system ensures guests only receive messages that are timely and relevant:

Booking Confirmation: Always sent as soon as the booking is confirmed.
Pre-Check-In: Sent as scheduled, or immediately if the booking is close to check-in.
Post-Check-In: Skipped if the guest checks out before the scheduled message would be sent.
Check-Out Reminder: Adjusts automatically to avoid overlap or late delivery.
Follow-Up Thanks: Sent the day after check-out unless disabled.

This avoids overwhelming guests with late or redundant messages and keeps the experience smooth and consistent.

Final thoughts

Scheduled Messaging helps you provide excellent guest communication with less effort. Set it up once, personalise your messages, and let your communication run automatically.

Need help?

Got questions or need assistance? Contact our Customer Support team – we’re here and happy to help.