A guide to using Scheduled Messages

[Ann72]

I tried this feature when it came out a couple of weeks ago.  I thought I would have to create a scheduled message for each and every guest, but once you set the parameters, it's applied to every guest booked for that listing.  The only thing I'll have to remember is following up with any personalizations necessary.  For now, though, it's great to open my inbox and found that I've just sent a message to a guest coming in ten days with all the info he or she needs.

If you haven't set them up, it's pretty easy.  Go to Inbox, then choose the three horizontal lines in the upper left next to "All Messages."  From there, go down to "Scheduled Messages."  You'll have the option to add a new message or to edit the ones you've created.

When you create one, you can give it a name.  My messages so far are all the information for a guest's upcoming trip, so I named one Cabin - Upcoming Trip.  The shortcodes are useful.  Type "Dear," then choose a shortcode for the guest's first name.  Type the message you want to send or paste it in from previous saved messages.  (You might need to have two tabs or windows open here, so you can easily access all your saved messages.)  Once you're done creating the text, scroll down and choose which listing it will apply to.  Then schedule it.  The choices are "Booking Confirmed," "Check-in," and "Checkout."  In this example, I'm sending check-in instructions, driving directions, and the house manual 10 days before check-in.  After choosing "check-in," you'll be given date and time options.  The dates range from 14 days before to 14 days after, and the time is of course any time of the day or night.  You can also create messages that are sent upon booking confirmations and messages that are tied to the checkout date.

If anyone would like screenshots of the process I'll be happy to provide them.

[Pam1692]

I have been using the scheduled messages and love it. I have 8 messages that I send – at booking, after booking, before check-in, after check-in and day of check out. My question is should I send one during their stay to make sure everything is still going ok/good, there were no problems or things I needed to be made aware of and that they are having fun? And should I send one a few days after they leave just as a courtesy and touch base with them especially if they haven’t given a rating? I am new to doing this and I want my guests to be very happy with my place and make sure everything is going good for them and that they have no problems while there.

[Sarah977]

@Pam1692  Far too many messages. Most guests will find it annoying. There's no need to send a message during their stay. The check-in message should just say you hope they checked in okay and to be sure to contact you if they have any questions or issues. Then leave them alone.

Not sure the purpose of your check-out day message. Instead, you should send them a reminder of check-out time the previous afternoon, along with "Hope you had a nice time" sort of wording.

Absolutely no reason to send a follow-up message after they leave.

[Kathleen799]

I LOVE this feature! Such a timesaver. I’ve been using scheduled messages for months, and suddenly I am unable to edit my schedule messages from the app on my iPhone. Instead of immediately personalizing scheduled messages as soon as a booking is received (on my phone, in the app), I now have to remember to sit down at my computer to make those changes. Very inconvenient and highly frustrating! I have spoken with several people from Airbnb support, and no one can help me. Any suggestions?

[Ann72]

@Kathleen799  Are you still having this issue?  I just checked my phone it is possible to edit scheduled messages on the app, so I'm hoping that's true for you now too.

[Marketing-Accommodation-Solutions0]

How do you handle the different languages?
Does the same text of the programmed message have to be translated into all languages or is there an alternative?

[Liliana521]

@Ann72 if your check in instructions include an entry code that changes for each guest, how do you use that with scheduled messages?

[Sarah977]

@Liliana521  Hosts tend to program the entry code to be the last four digits of the guest's phone number, so that could easily be dealt with in a scheduled message. The guest's  phone number is used because it is easy for them to remember.

If you are going to use a different code, then you couldn't use a scheduled message, you would have to send a regular message.

[Liliana521]

@Sarah977 That's a great idea. Thank you!

[Sarah977]

@Liliana521  One thing that you should mention in the scheduled message about the door code, though, is that it will be the last four digits of the phone number they have listed on their Airbnb account, so they should check to make sure that number is current.

I don't use door codes myself, because I list a private room in my home, but I have had guests whose phone numbers were not in service or incorrect, simply because they had neglected to update their number on their Airbnb account when they changed phone numbers.

[Rose1845]

Hi @Ann72 @Sarah977 @Liliana521 @Marketing-Accommodation-Solutions0: 

I just started setting up, but I have no way of knowing if it worked or not. Does the scheduled message sent shows up in the chat with the guest?  If it does then my scheduled messages have not worked then it seems?  Advice? 

[Ann72]

They do show up @Rose1845.  If you’re not seeing them it might be because the time before the trip is too short, i.e., if one is schedule to go out 10 days before check-in, but someone books 8 days before check-in, it won’t go out.  Happy to get on Zoom and screen share to go over it if you’d like!

[Gillian166]

yes, the scheduled message does show up in your message/chat box with the guest. 
 

[Andy-and-Trudi0]

Hi, I’m hoping someone can help me out. I recently edited one of my scheduled message templates, saved it - a message popped up saying this will affect all future bookings - which is what I want, so clicked confirm. When I check the scheduled messages on upcoming bookings it still has the original, unedited message. Any ideas if the new message will be sent, or have I missed something? Thanks in advance.

[Paula1023]

Hi @Ann72  , Why am I getting the following message after creating a scheduled message?

These changes will  affect 0 upcoming reservations across 1 listing.

Thank you

Paula

[Sarah977]

@Paula1023 @Andy-and-Trudi0  If by "upcoming bookings" you mean reservations you currently have that haven't checked in, nothing you change on your listing affects already confirmed bookings. It would only pertain to future bookings after the changes were made.