Why use message templates?

Most accommodations spend valuable time answering the same questions every day. Having pre-written messages not only speeds up communication but also improves the guest experience: more clarity, more empathy, and fewer errors.

User experience studies show that shorter response times directly influence overall satisfaction and the likelihood of receiving a positive review. Also, standardized communication reduces cognitive load on staff, avoiding operational burnout.

This article includes ready-to-use examples and tips for adapting them to each property’s tone and style.

What kind of messages can be automated?

Automation doesn’t mean being impersonal — when done well, it enhances the warmth of the service. According to the 2023 Hospitality Tech report, 76% of guests appreciate receiving clear and timely information through digital channels.

Before the booking:

• Auto-responses to FAQs

• Info on availability, rates, and terms

  
  

After the booking:

• Booking confirmation

• Arrival instructions and check-in times

  
  

During the stay:

• Personalized welcome

• Info about services, local tips

  
  

After check-out:

• Thank you and goodbye message

• Review request

  
  

Recommended templates (copy and adapt freely)

Designing messages based on the guest journey helps anticipate needs and build trust. Here are some examples you can easily adapt:

1. Auto-response via WhatsApp or email Hi, thanks for reaching out. 😊
We’re not available right now, but we’ll reply soon. In the meantime, check out our rooms and rates here: [insert link].

2. Booking confirmation Thanks for booking with us! 🧳
Your stay is confirmed for [check-in date] to [check-out date]. You’ll receive more info about check-in shortly.

3. Pre check-in message Hi [name], your arrival is coming up soon. 🏡
Check-in starts at [time]. Here’s the map and directions to get here easily: [link]

4. During-stay message Everything good over there? 😄
If you need anything, we’re available here. You can also check our local recommendations here: [Google Maps link]

5. Goodbye + review request Thanks for staying with us — it was a pleasure to host you.
If you have a minute, we’d love for you to share your experience here: [review platform link]

How to automate them with AI

AI lets you go beyond simple scheduled messages. Tools like ChatGPT can:

• Generate personalized responses based on context

• Adjust tone based on the guest

• Suggest improvements using conversation analysis

Suggested prompt:
"Write a casual welcome message for a group of friends arriving to celebrate a birthday."

What are the benefits of well-designed templates?

Beyond saving time, there are direct impacts on service perception:

• Fewer complaints: common questions are anticipated, avoiding frustration.

• More positive reviews: guests feel everything is under control.

• Better OTA ranking: optimal response times affect your visibility.

• Brand cohesion: all messages reflect a consistent style.

  
  

How does this connect with Aloha?

With Aloha, you can:

• Schedule these messages directly from the system

• Use smart fields to personalize without starting from scratch

• Integrate WhatsApp and email without third-party tools

All this frees up your team’s time, improves guest experience, and increases operational efficiency.

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