Quick answer
Automate repeatable facts but personalise the greeting and anything specific to the reservation. Each message should have one main job and a clear next step.
Map the stay timeline
Use a booking confirmation, pre-arrival request, arrival guide, brief check-in, optional mid-stay message and checkout reminder. Do not repeat the entire welcome book each time.
Sound human
Use the guest’s name, normal language and accurate property details. Avoid excessive enthusiasm, pressure for reviews or messages at unsociable hours.
Design for exceptions
Prepare variations for early-bag requests, access trouble, maintenance and late checkout. Templates should speed up judgement, not replace it.
Common questions
How many messages are too many?
Send only messages that reduce uncertainty or help the stay. Guests should not feel monitored.
Should I ask for a review?
A polite, non-pressuring request after checkout is reasonable if it follows platform rules.