Send pre-written messages to guests automatically at key moments -- booking confirmation, check-in instructions, check-out reminders, and post-stay follow-ups. Set them up once per property and they run for every reservation.
Create a template with a message, trigger event, and timing
When a reservation matches, Hosto schedules the message
The message sends at the scheduled time through the guest's platform
Go to the property's detail page, then Automated Messages, then Add Message (or pick a pre-built starter).
Configure:
Title -- a name for your reference (guests don't see this)
Trigger -- the event that fires the message (booking, check-in, or check-out)
Timing -- how many days before or after the trigger
Send time -- the specific time of day
Message body -- the text, with optional template variables
Pre-built starters get you going fast: Booking Response, Check-in Instructions, and Check-out Instructions. Use them as-is or customize to match your style.
Trigger | Use for | Examples |
|---|---|---|
Booking | Reservation confirmed | Welcome message, setting expectations |
Check-in | Relative to arrival date | Directions, access codes, Wi-Fi info |
Check-out | Relative to departure date | Departure reminders, review requests |
You can schedule a message for the same day as the trigger, up to 10 days before, or up to 10 days after. You also choose a specific send time so messages arrive at an appropriate hour.
Tip: Send check-in instructions 1-2 days before arrival so guests have time to review them. Send check-out reminders the evening before departure.
Personalize messages with placeholders that fill in automatically for each reservation:
Variable | Example |
|---|---|
| Sarah |
| March 15, 2025 |
| 3:00 PM |
| March 20, 2025 |
| 11:00 AM |
If a value isn't available (for example, the platform didn't provide the guest's last name), the placeholder is handled gracefully so your message still reads naturally.
Toggle active/inactive without deleting -- turn a message off temporarily and re-enable it later
Edit a template to update the body, trigger, timing, or send time. Changes apply to future reservations only; already-scheduled sends follow their original settings.
Delete a template to remove it permanently. This cancels any pending sends for that message.
Cancelled reservations automatically cancel all pending automated messages for that booking.
These two systems serve different purposes and work well together:
Automated messages are proactive -- scheduled sends at key moments (booking, check-in, check-out)
AI replies are reactive -- answering incoming guest questions as they arrive
They don't conflict. Use both for the best guest experience: automated messages ensure every guest gets essential information on time, while AI replies handle the unpredictable questions that come up during each stay.
