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.
The full workflow, from trigger to completion.
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.
The automation retrieves the pre-arrival information template, including check-in instructions, Wi-Fi credentials, parking details, and house rules for the specific property.
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.
The automation sends the personalized email to the guest's email address integration. A timestamp and email ID are logged automatically.
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.
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.
The automation records the email send, SMS send, and confirmation timestamp, creating an audit trail and flagging the booking as pre-arrival complete.
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