Guest Communication & Pre-Arrival Info

Q: What happens if a guest replies with a question or special request?

The automation monitors replies for 48 hours, auto-responds to common questions, and flags urgent or unusual requests so your team can review and respond personally.

Q: Can the automation work with our existing property management system and CRM?

Yes. The automation integrates with mainstream property management systems, email platforms, SMS services, and CRM tools to pull guest data and log all communications automatically.

Q: Will guests still receive all the information they need before arrival?

Yes. The automation compiles all check-in instructions, Wi-Fi credentials, parking details, house rules, and emergency contacts into a single personalized message, ensuring nothing is missed.

Q: How will we know if a guest received and confirmed the pre-arrival information?

The automation tracks delivery and guest confirmation status in your CRM, giving you visibility into which guests have received the information and which may need a follow-up reminder.

Guests arrive prepared and confident when every pre-arrival message goes out on time without manual effort.

348 hrs

Manual time identified

Companies have mapped

Map This Automation

About This Automation

Guest communication and pre-arrival information delivery is the process of sending welcome emails, check-in instructions, and property details to guests after booking confirmation.

Automation compiles all pre-arrival details into a single personalized message, sends it immediately upon booking confirmation, and monitors guest replies to flag urgent questions for human review. The result is faster delivery, higher guest confirmation rates, and fewer support escalations.

Key features:

Automatically merge guest details with property-specific information into a personalized welcome message

Send pre-arrival information within minutes of booking confirmation instead of days

Monitor guest replies and auto-respond to frequently asked questions

Flag urgent or unusual guest requests for immediate staff review

Log all communications and guest responses in your CRM automatically

Track confirmation rates and identify guests who did not receive information

Data insights How it works Apps used What you get FAQ

Top friction points when done manually

The issues teams report most often with this process

#	Friction point	Companies Report This
1	Manual data compilation Staff must gather check-in instructions, credentials, and rules from multiple documents and spreadsheets, reformatting each time.	80%
2	Delayed guest communication Pre-arrival information takes 2-3 days to reach guests, increasing confusion and support requests.	67%
3	Response monitoring overhead Staff must continuously check email, SMS, and Slack for guest replies and manually answer repetitive questions.	53%
4	Incomplete CRM records Communication logs are often recorded in batches or incompletely, creating gaps in guest history.	40%
5	Low confirmation rates Many guests do not confirm receipt of pre-arrival information, leaving uncertainty about what they know.	26%

Disclaimer

Automation readiness

How well-suited this process is for automation

Process Pain Score™

8.5/ 10

AI Fit Rating™

8.6/ 10

Automation Lift Index™

8.9/ 10

Hidden Overhead™

7.1/ 10

How The Automation Works

The full workflow, from trigger to completion.

1. Booking Confirmedtrigger

A new booking status changes to confirmed in the property management system. The automation platform receives the booking ID, guest name, email, phone, arrival date, and property details.

2. Fetch Pre-Arrival Template

The automation retrieves the pre-arrival information template, including check-in instructions, Wi-Fi credentials, parking details, and house rules for the specific property.

3. Compose Personalized Email

The automation merges guest details and property information into a personalized welcome email, ensuring all critical details are included and the tone is warm and professional.

4. Send Email

The automation sends the personalized email to the guest's email address integration. A timestamp and email ID are logged automatically.

5. Send SMS Reminder

The automation sends a brief SMS reminder to the guest's phone number with key check-in details and a link to the full pre-arrival information.

6. Post Confirmation

The automation posts a summary to the team's channel confirming that pre-arrival information has been sent and logging the guest name, arrival date, and contact method.

7. Log Communication

The automation records the email send, SMS send, and confirmation timestamp, creating an audit trail and flagging the booking as pre-arrival complete.

Most popular tool stack used

— the complete tool combinations companies use

52% of companies

28% of companies

15% of companies

Disclaimer

What you get when you map this process

Everything you need to understand, plan, and build your automation.

ROI and business case

What this process costs today and what changes once it's automated.

Launch schedule

What gets built, in what order, and what success looks like once it's live.

Process runbook

How the automation runs day to day, including exceptions and human decision points.

Developer handover pack

Full build spec, logic, and configuration — ready to hand off without a briefing call.

Integration and connections guide

Every tool connection, credential, and data mapping the build needs.

Test and QA plan

220 hrsIdentified

4Mapped

View

Frequently asked questions

Everything you need to know before mapping this process.

Will the automation send pre-arrival information immediately after a booking is confirmed?

Yes. The automation detects the booking confirmation and sends the personalized welcome email and SMS reminder within minutes, rather than waiting for staff to manually compose and send them.

What happens if a guest replies with a question or special request?

Can the automation work with our existing property management system and CRM?

Will guests still receive all the information they need before arrival?

How will we know if a guest received and confirmed the pre-arrival information?

View more FAQs

Process pain:8.5/10

Mapped by:4 Companies

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Page updated 10 August 2026