Set Up Your Communication Templates Based on Booking Status
Clear and automated communication with your guests helps you reduce issues and improve their experience from the very start.
With Avantio, you can set up templates that are sent automatically based on the booking status. Plus, by using dynamic fields, the content automatically adapts to each booking without the need for manual editing.
Below are the essential emails you should have set up in your system.
Booking Confirmation
This is the first point of contact after a booking and has a direct impact on the guest’s confidence.
When to send it: automatically upon receiving a new booking, whether direct or from a channel.
Purpose: confirm that the booking is registered and provide reassurance.
Recommended content:
Accommodation name, using “FIELD: Accommodation”;
Check-in and check-out dates, number of guests, using “BLOCK: Booking information”;
Total amount and payment summary, using “BLOCK: Payment schedule”;
Cancellation policy, using plain text or “FIELD: Booking (booking conditions)”;
Contact details, using “BLOCK: Reception and key collection”;
Personalized accommodation information, using “FIELD: Accommodation (additional notes)”.
Best practices
Set this email to send automatically when the status is “Booking Confirmed.” This ensures immediate communication without manual intervention.
Booking Cancellation
When a booking is cancelled, it’s important to communicate the details transparently.
When to send it: automatically after receiving a cancellation.
Recommended content:
accommodation name;
original booking dates;
booking number;
applied cancellation policy;
amount withheld, if applicable;
amount refunded, if applicable;
estimated refund timeframe;
contact details for questions.
Best practices
Set this email to send automatically when the status is “Booking Cancelled” to keep your guests informed at all times.
Pending Payment Request by Bank Transfer
This email is especially useful when you work with manual payments.
When to send it: when there is a pending payment, either a deposit or remaining balance, with the payment method “Bank Transfer.”
Purpose: remind the guest of the outstanding amount and the payment deadline.
Recommended content:
outstanding amount, using “FIELD: Booking (pending payment)”;
deadline, using “BLOCK: Payment schedule”;
additional personalized information in plain text.
You can schedule it a few days before arrival and limit its sending only to bookings with this payment method.
Request Guest Details with Online Check-in
Collecting guest information before arrival helps you streamline operations and comply with regulations.
When to send it: between 7 and 3 days before arrival.
Purpose: collect mandatory information and prepare for check-in.
Recommended content:
link to the online check-in form, using “FIELD: Online Check-in (link)”;
reminder of required documentation, in plain text.
You can set up this email from either the “Harmony” section or Web → Online Check-in, depending on your workflow.
Pre-arrival Information
This message reduces questions and prevents last-minute calls.
When to send it: between 1 and 3 days before check-in.
Purpose: provide all necessary information for arrival.
Recommended content:
exact address, using “BLOCK: Map”;
directions, using “FIELD: Accommodation (Google Maps address)”;
access instructions, using “FIELD: Accommodation (additional notes or door code)”;
contact phone number, using “BLOCK: Reception and key collection”;
check-in and check-out times, using the same block;
basic house rules, using “BLOCK: Additional notes”.
How you set up this message depends on two factors:
type of check-in: for self check-ins, it’s recommended to automate the sending, as the information is usually standard;
arrival time: if your process is flexible or personalized, you can choose to send it manually or combine it with a phone call to coordinate key handover.
Pay attention to details
Make sure all access information is up to date and clear. This prevents issues on arrival day and improves the guest experience.
Welcome Email – Arrival Day
This email is optional, but it adds a personal touch and improves the perception of your service.
When to send it: on the day of check-in.
Purpose: show availability and support.
Recommended content:
welcome message in plain text;
reminder of contact details, using “FIELD: Key collection (Phone)”;
message wishing a pleasant stay;
invitation to confirm everything is okay.
For longer stays, you can follow up with a message during the stay.
Review Request After Check-out
This email helps you increase visibility and build trust with future guests.
When to send it: between 1 and 2 days after check-out.
Purpose: encourage positive reviews.
Recommended content:
thank you for the stay;
link to leave a review, whether on Google, the channel, or your website;
invitation to return;
promo code for a future stay, if you wish.
Best practices
Including this email in your automated flow directly helps improve your online reputation and increase future bookings.
Now that you have your key emails defined, you can set them up in your system and automate your communication to save time and offer a more professional experience at every stage of the guest’s journey.
Frequently Asked Questions
Can I automate all emails based on booking status?
Can I automate all emails based on booking status?
Yes. You can set up automatic emails based on the booking status, such as “Booking Confirmed” or “Booking Cancelled,” so the system sends emails without manual intervention.
Is it necessary to use dynamic fields in communication templates?
Is it necessary to use dynamic fields in communication templates?
It’s not required, but it’s highly recommended. Dynamic fields let you automatically adapt the content to each booking and prevent errors or manual edits.
When should I send the check-in instructions email?
When should I send the check-in instructions email?
It’s common to send it between 1 and 3 days before arrival. For self check-ins, it’s best to automate it, while for personalized processes you can combine it with manual sending.
What are the benefits of sending a review request email?
What are the benefits of sending a review request email?
It helps you improve your online reputation, increase the visibility of your accommodations, and build trust with future guests.