Send Arrival Information to Guest Template and Trigger

Good guest communication is essential for a positive guest experience. Follow these instructions to send a Guest Arrival Information message template to guests.

Check out our Template and Trigger Examples support article for other guest messaging ideas.

Important: Don't use platform proxy emails, such as "joe12345@messages.booking.com"—these aren't real addresses and don't reliably work for direct communication. Instead, consider using OwnerRez's in-app channel messaging for Airbnb, Booking.com, and Vrbo.

• Email Template & Trigger
• Channel Template & Trigger
• SMS Template & Trigger
• Trigger Variations

Email Template & Trigger

Create an email template by navigating to Settings > Templates > Email tab > click the Create Email Template button > select the "Booking" option. Copy and paste the following values into your new email template. Or simply click on the +Add Template to My Account.

Guest Arrival Information

{MYCOFULL}

{MYEMAIL}

{CFULL}

{CEMAIL}

Important details about your upcoming {BARR} to {BDEP} stay at {PDISPNAME}

Email template preview: 

Create a trigger to send your email message by navigating to Settings > Messaging > Triggers > and clicking + Create Trigger to pull up the new trigger screen. Or simply click on the +Add Trigger to My Account.

5 days before booking arrives at 9:00 AM

Email Address On File Status is one of has real email address
Payment Status is one of paid in full
Security Deposit Status is one of scheduled
Pending Status is No 

Guest Arrival Information via Email

Channel Template & Trigger

To create a channel template, go to Settings > Templates > Channel tab > click the Create Channel Template button > select the "Booking" option. Copy and paste the following values into your new channel template. Or simply click on the +Add Template to My Account.

Guest Arrival Information

Hi {CFIRST},

Thank you for choosing {PDISPNAME} for your upcoming {BARR} to {BDEP} stay!

Copy and paste the URL below for the location of {PDISPNAME}.

{PADDRUG}

Check-in is anytime after {BCHECKINSTARTTIME}, {BARRDAY}, {BARR}, and your door lock code is {BDOORCODE}.

{MYFIRST}

Channel template preview button:

Create a trigger to send your channel message by navigating to Settings > Messaging > Triggers > and clicking + Create Trigger to pull up the new trigger screen. Or simply click on the +Add Trigger to My Account.

5 days before booking arrives at 9:00 AM

Listing Site is one of Vrbo, Airbnb or Booking.com
Payment Status is one of paid in full
Security Deposit Status is one of scheduled
Pending Status is No 

Guest Arrival Information via Channel Message

SMS Template & Trigger

To create an SMS template, go to Settings > Templates > SMS tab > click the Create SMS Template button > select the "Booking" option. Copy and paste the following values into your SMS email template. Or simply click on the +Add Template to My Account.

Guest Arrival Information

{CPHONE}

Hi {CFIRST}, {PDISPNAME} is located at {PADDRUG}. Check-in is anytime after {BCHECKINSTARTTIME}, {BARRDAY}, {BARR}, and your door lock code is {BDOORCODE}. Enjoy! 😁

SMS template preview:

Create a trigger to send your SMS message by navigating to Settings > Messaging > Triggers > and clicking + Create Trigger to pull up the new trigger screen. Or simply click on the +Add Trigger to My Account.

5 days before booking arrives at 9:00 AM

Payment Status is one of paid in full
Renter Agreement Signed Status is Yes 
Pending Status is No 
Phone Number On File Status is Yes 

Guest Arrival Information via SMS

Trigger Variations

Each trigger sends only one message template, but you can send different templates at different times.

Your email, channel, and SMS trigger options all share these common settings:

Type: Scheduled

Before booking arrives
5 days before at 9:00 AM

Payment Status is one of paid in full
Pending Status is No

Then configure based on your contact information collection:

• Without guest contact information (Airbnb, Booking.com, etc.)
  • Condition: Listing Site is one of > Airbnb, Booking.com
  • Action: Send "Guest Arrival Information Channel Template" channel message template
• With guest contact information (Vrbo):
  • Conditions:
    • Listing Site is one of > Vrbo
    • Email Address on File Status is one of > Has real email address if sending an email template
    • Phone Number on File Status is one of > Yes if sending SMS template
  • Action: Send "Guest Arrival Information Email Template" email or SMS template

Enhance your guest experience by sending a Guest Arrival Information Email 5 days prior, a follow-up Channel message a few days before, and an SMS message on the day of arrival with directions and the lock code.

If your guest is a direct booking guest who booked on your personal website, you can configure the Guest Arrival Information Email Template to arrive 5 days before, and the SMS Guest Arrival Information SMS Template to arrive on the day of arrival.