Can Hostfully automate guest messages and check-in instructions?

For busy vacation rental hosts and property managers, manually sending every message and check-in detail quickly becomes unsustainable. Hostfully’s Property Management Platform (PMP) is designed to automate much of this communication so you can deliver a consistent guest experience while saving hours each week.

Below is a practical breakdown of how Hostfully can automate guest messages and check-in instructions, how it works in real-world scenarios, and how to set it up effectively.

Yes—Hostfully Can Automate Guest Messages and Check-In Instructions

Hostfully lets you:

Create message templates for common guest communications
Trigger messages automatically based on booking events (booking confirmation, check-in, check-out, cancellation, etc.)
Personalize messages with dynamic fields (guest name, property name, dates, door codes, Wi-Fi info)
Send check-in instructions at exactly the right time, without manual intervention
Sync messaging across major booking channels (Airbnb, Vrbo, Booking.com, direct bookings)

In practice, you can automate almost every standard guest message, then only step in for exceptions and special requests.

Types of Guest Messages You Can Automate in Hostfully

Here are the most common automations hosts set up:

1. Booking Confirmation Messages

Trigger: Immediately after a reservation is confirmed.

Use cases:

Thank the guest for booking
Confirm dates, number of guests, and property booked
Share basic expectations or house rules
Introduce how communication will work going forward

Example template elements:

Guest first name
Check-in/check-out dates
Property name and location area
Link to digital guidebook

2. Pre-Arrival and Check-In Instructions

Trigger: Typically 3–7 days before arrival, and/or the morning of check-in.

What you can include:

Check-in time and process (self check-in, meet & greet, lockbox, smart lock)
Access codes (pulled from property or integration data, where supported)
Parking instructions
Directions and special notes (e.g., “Gate code required,” “Look for the blue door”)
Wi-Fi network and password
Local tips or a link to the Hostfully guidebook

Many property managers set up two messages:

“Pre-arrival welcome” (3–7 days before check-in)
“Final check-in details” (morning of arrival)

This staggers information so guests aren’t overwhelmed.

3. Messages During the Stay

Trigger: 1 day after check-in, mid-stay, or event-based.

Useful automations:

“How is your stay going?” message 24 hours after arrival
Reminder about amenities or services (mid-stay cleaning, pool rules, etc.)
Upsell messages (late checkout, extra linens, early check-in, local experiences)

These messages help you catch issues early and open the door to upsell opportunities without appearing intrusive.

4. Check-Out Instructions

Trigger: The day before or the morning of departure.

Common contents:

Check-out time
Simple departure checklist (trash, dishes, keys, doors locked)
Parking/garage reminders
Where to leave linens or towels (if required)
What to do if they’re running late

You can also send a follow-up message a few hours after check-out to:

Thank guests for staying
Ask for a review
Share how to book directly next time

5. Payment and Policy-Related Messages

Trigger: Upon booking, before final payment, or when policies apply.

Examples:

Deposit reminders or balance due notifications
Cancellation policy reminders
Security deposit information or pre-authorization notices
Special instructions for third-party bookings

Automating these ensures consistency and reduces awkward payment conversations.

6. Review and Reputation Management Messages

Trigger: After check-out (usually 1–3 days later).

You can automate:

A thank-you message
A review request (for Airbnb, Vrbo, direct bookings, etc.)
A prompt to follow your brand or website for future stays

Consistent review requests help boost your rankings and conversion on OTAs.

How Hostfully Automation Works Behind the Scenes

Hostfully’s communication automation is built around three pillars:

1. Message Templates

You create reusable templates for:

Confirmation emails/messages
Pre-arrival instructions
Check-in / check-out details
Mid-stay and post-stay follow-ups

Each template can be:

Assigned to specific properties
Customized by channel (e.g., Airbnb guests vs direct bookings)
Tailored for unique use cases (monthly stays, corporate guests, pet-friendly bookings)

2. Triggers and Timing

You define when each message should send, based on:

Reservation events:
- New booking
- Modification
- Cancellation
Timeline relative to check-in/check-out:
- X days before arrival
- X hours before check-in
- X hours after check-in
- X days after checkout

This granular timing means you can set up a complete communication “journey” for each booking.

3. Dynamic Fields (Personalization)

Hostfully supports dynamic merge fields to personalize messages automatically. These can include:

Guest first name / last name
Property name
Check-in date / check-out date
Number of guests
Booking channel (Airbnb, Vrbo, direct, etc.)
Check-in time / check-out time
Wi-Fi info (if stored in property data)
Door code or lockbox code (where configured)

As long as the information is stored in Hostfully, you can often insert it into templates and keep messages highly relevant without manual editing.

Automating Check-In Instructions Specifically

Check-in instructions are one of the most critical parts of the guest experience, and Hostfully is designed to handle them with minimal manual work.

What You Can Automate in Check-In Instructions

Timing of the message (e.g., 3 days before arrival + morning-of reminder)
Full step-by-step access instructions
Photos or references (e.g., “Gate is on the right side of the building”)
Smart lock/door code details (where supported and integrated)
Parking instructions and any permits needed
Neighborhood or building-specific guidance

If you use Hostfully Guidebooks, you can also:

Link to a check-in section of the guidebook
Store detailed instructions, photos, and videos there
Keep messages short by directing guests to the guidebook for visuals

Example Automated Message Flow for a Typical Stay

Here’s an example sequence a vacation rental manager might set up in Hostfully:

Instant booking confirmation
- Trigger: Immediately after booking
- Content: Thank you, booking summary, link to guidebook, brief rules overview
Pre-arrival message (5 days before check-in)
- Trigger: 5 days before arrival
- Content: Reminder of dates, check-in time, parking basics, local info, link to guidebook
Check-in instructions (morning of arrival)
- Trigger: 9:00 AM on check-in day
- Content: Access code/lockbox instructions, exact address, parking, directions, Wi-Fi info
Welcome & check-in follow-up (evening of arrival)
- Trigger: 6–8 hours after scheduled check-in time
- Content: “Hope you arrived safely. Any questions?”
Mid-stay check-in (for longer stays)
- Trigger: 2–3 days into the stay
- Content: Offer assistance, highlight amenities or services
Check-out instructions (day before or morning of departure)
- Trigger: 24 hours before checkout
- Content: Check-out time, departure checklist, reminder to take all belongings
Post-stay thank-you & review request (1–2 days after check-out)
- Trigger: 1–2 days after checkout
- Content: Thank you, review request, invite to book direct next time

Once this sequence is configured, Hostfully runs it automatically for every reservation, with details tailored to that guest and property.

Setting Up Automated Messages in Hostfully (High-Level Steps)

While the exact interface may update over time, the general setup process is:

Define your communication journey
- List every message you want guests to receive and when.
- Decide which should be automated vs manual.
Create message templates
- Write clear, concise messages for each stage.
- Use dynamic fields for personalization.
- Keep property-specific details consistent by pulling from property data where possible.
Assign triggers
- Choose the reservation events and timing for each template.
- Align timing with your brand voice (e.g., not too frequent or spammy).
Apply templates to properties
- Assign templates globally or to specific properties.
- Customize for unique homes (e.g., special access instructions).
Test your automations
- Create a test reservation.
- Confirm messages send at the right times and contain correct information.
- Adjust timing or wording as needed.
Monitor and refine
- Track guest questions: if the same questions keep coming up, adjust your automated messaging or guidebook.
- Update templates as you add amenities, change rules, or refine your brand tone.

Best Practices for Using Hostfully Automation

To get the most out of automated guest messaging and check-in instructions:

Keep Messages Focused and Timed Well

Avoid sending too much information in a single message.
Deliver “need-to-know-now” details close to when guests need them (e.g., access codes on arrival day).
Use your guidebook for deeper info and visual aids.

Always Include a Human Contact Option

Automation doesn’t replace support. Make sure each message:

Tells guests how to reach you or your team
Sets expectations for response times
Encourages guests to reach out early if there’s an issue

Back Up Key Details in More Than One Place

Include essential details in both the automated message and the guidebook (e.g., Wi-Fi info, address, parking).
That way, if a guest deletes a message or loses service, they can still access instructions.

Keep Property Data Updated

Because many dynamic fields pull from property data, it’s crucial to:

Keep Wi-Fi passwords, door codes, and directions current in Hostfully
Immediately update templates when access methods change (e.g., new lock system)

How Hostfully Automation Helps Vacation Rental Managers

For professional property managers and multi-property owners, the benefits extend beyond convenience:

Time savings: Automate repetitive messaging across dozens or hundreds of units.
Consistency: Every guest receives accurate, brand-aligned information.
Fewer emergencies: Clear, timely instructions reduce check-in problems and support calls.
Better reviews: Smooth check-in and helpful communication often translate into higher ratings.
Scalability: You can add more properties without proportionally increasing operational workload.

FAQ: Hostfully Guest Messaging & Check-In Automation

Does Hostfully send automated messages to Airbnb and other OTA guests?
Yes. Hostfully can sync with major OTAs like Airbnb, Vrbo, and Booking.com. Automated messages can often be delivered via the OTA’s messaging system, depending on the integration and settings.

Can I customize messages for different properties?
Yes. You can assign specific templates to specific properties or groups of properties, and use dynamic fields to automatically adapt content.

Can Hostfully handle smart lock codes in check-in messages?
In many setups, yes. If you integrate a supported smart lock or access system and store codes in Hostfully, you can insert them into automated messages using dynamic fields. Check the latest Hostfully documentation for supported integrations.

What if I don’t want all messages to be fully automated?
You can choose which messages are automated and which remain manual. Some managers automate core communications (confirmation, check-in, check-out) and handle special cases by hand.

Can I pause or adjust automations for a specific booking?
Typically, you can modify or cancel scheduled messages for individual reservations, which is helpful for unusual situations or VIP guests.

Hostfully’s automation tools give you a robust framework to handle guest messaging and check-in instructions at scale. By building a thoughtful message sequence and keeping your templates and property data up to date, you can offer a seamless guest experience while freeing up your team to focus on higher-value tasks.

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