How to create effective templates for automated messages with Ciaobooking

Message automation is revolutionizing how communication is handled in the hospitality sector. Pre-set templates are a valuable resource for hosts, saving up to 70% of the time normally spent on guest communication. Instead of writing and sending every single confirmation, check-in, or check-out message manually, hosts can set up automated messages and manage all communications in just a few clicks.

With automated messaging, you can provide your guests with all the necessary information—from the moment they book until the end of their stay—while maintaining a high level of professionalism and consistency, and significantly reducing the risk of errors.

In this article, we’ll explain why using automated templates has become essential for managing your properties and how to create effective message templates for every phase of your guests’ stay.

Why set up automated message templates

In the hospitality sector, strategically setting up templates for automated messages is a key step to simplify daily operations and improve service quality.

Below are some of the main benefits of using templates for automated messages:

1. Time savings: Automated templates can save up to 70% of the time typically spent managing guest communication, eliminating the need to manually reply to every message.
2. Consistent and professional communication: Pre-set templates ensure every guest receives accurate and personalized messages. With dynamic variables, it’s possible to automate communication while maintaining a personal touch.
3. Improved overall guest experience: Automation enables hosts to send timely, relevant messages—which can boost guest satisfaction by up to 15%. Getting essential information right after booking also increases guest trust.
4. Efficiency during peak periods: During high season, pre-set templates help hosts maintain service quality without overloading the team.

In short, automating messages improves the guest journey by removing the risk of error and making every interaction with your guests smoother and more professional. It also allows hosts to focus on high-value tasks—without compromising on service quality.

Best practices for creating effective templates

Creating effective automated message templates requires attention to both form and content, ensuring that each communication is professional and useful for the guest. Below are some best practices to consider when designing your pre-set messages.

1. Clarity and brevity: When creating a template, overly long or confusing messages can frustrate guests or be completely ignored. Each message should have a clear objective, with essential information that’s well structured and easy to read. A clean layout with paragraph spacing and bullet points can help readability—especially on mobile devices. Avoid technical jargon or overly formal language, which may not be easily understood by all guests.
2. Personalization: Even if a message is automated, it shouldn’t feel cold or impersonal. Use dynamic variables (such as the guest’s name, stay dates, room type, or other booking details) to give the message a personal touch that resonates with your guest.

Example: Instead of “Dear guest,” use “Dear {{client_name}}”

More information on dynamic fields here: Dynamic fields

1. Tone of voice: The tone should reflect the brand and style of your property.
2. Timing: Timing is key to improving the overall guest experience. Sending the right message at the right time ensures your guest receives relevant information without feeling overwhelmed.

Example of effective timing:
– Booking confirmation: Immediately after booking
– Welcome message: 1–2 days before arrival
– Check-out reminder: The night before departure
– Review request: 1–2 days after departure

1. Channel-specific formatting: Templates should be adapted to the channels through which they’re sent. For example, a message sent via an OTA like Booking.com may require a different format than one sent directly by email or SMS.

For Booking.com, remember that formatting is stripped from messages. To keep communication clear, use tricks such as emoji bullet points to draw attention to specific information.

Be sure to test your templates across different devices and platforms to ensure optimal formatting and display.

By following these best practices, you can create templates that not only streamline your operations but significantly enhance the guest experience by ensuring smooth, professional communication.

General types of templates for your properties

When automating communication for your properties, it’s essential to understand the different types of message templates you can implement to efficiently manage the communication flow.

Here are the main types of templates you should consider using:

1. Booking confirmation messages: These templates are sent immediately after a booking and serve to officially confirm the reservation. They include all relevant details about the stay.
2. Welcome or pre-stay messages: Sent a few days before arrival, these messages greet the guest and provide useful information on how to reach the property, available services, and contact details for any questions. They're also a great opportunity for upselling, offering extra services beyond what was originally booked.
3. Included in this category are also check-in instruction messages, which share practical details about the check-in process, such as times, access codes for self check-in, and everything guests need for a smooth arrival.
4. Messages during the stay: During the guest’s stay, it’s helpful to send messages with suggestions for local activities, restaurant recommendations, or information about current events. This enhances the guest experience and helps them feel more connected and welcomed.
5. Check-out reminders: Sent the day before departure, these templates provide check-out instructions, information on any additional charges, and a request for feedback about the stay.
6. Follow-up and review requests: These messages are sent after the guest leaves, thanking them for their stay and asking for a review. They can include a link to review platforms like Google or TripAdvisor.

Step-by-step guide to creating your first template

Now that you better understand what makes an effective template and why this type of communication is so important, let’s move on to a practical guide on how to technically create your first automated template using Ciaobooking.

Follow these steps:

1. Log into your Control Panel: Sign in to your Ciaobooking account and go to the “Automated Templates” section.
2. Choose the type of message: Decide what kind of template you want to create (e.g., booking confirmation, welcome message, check-in instructions, etc.).
3. Select a preset template: Choose from various default templates available directly within Ciaobooking. These can be further customized.
4. Fill in dynamic fields: Add dynamic variables in the appropriate parts of the message to personalize it.
5. Write the content: Use the best practices outlined earlier to write your message. Make sure it’s clear, concise, and relevant.
6. Save and test: Once finished, save the template and send a test message to yourself. Check that everything is formatted correctly and that the tone feels right.
7. Publish the template: When you're happy with the result, publish the template so it can start being used in your guest communications.

By following this guide, you’ll have everything you need to create effective, personalized automated message templates that streamline your operations and enhance your guest experience.
You can find more technical details here:
https://docs.ciaobooking.com/it/template-automatici/creazione.html

Examples of automated message templates

In this section, we’ll explore some practical examples of automated message templates you can use to improve communication with your guests. Each example includes the context in which the message is used and its specific goal, along with tips for further personalization.

Example 1 – Booking confirmation

Context: This message is sent right after a guest completes a booking.

Goal: The main goal is to officially confirm the reservation, providing the guest with all the necessary information about their stay.

Template:

Dear {{client_full_name}},

To confirm your booking, please make a bank transfer of {{reservation_deposit}} {{reservation_currency}}.

Here are the bank details:

- Bank name: [Bank name]

- IBAN: [IBAN number]

- BIC/SWIFT: [BIC/SWIFT code]

- Payment reference: Booking {{reservation_res_id}} for the stay starting on {{reservation_start_date}}.

Thank you,

{{property_name}}

You’ll find all technical details here:
https://docs.ciaobooking.com/it/template-automatici/esempi/01.html

Example 2 – Pre-stay message

Context: This message is sent 1–2 days before the guest’s arrival.

Goal: To welcome the guest and provide useful information on how to reach the property and available services.

Template:

Dear {{client_full_name}},

Your self check-in has been successfully completed. We wish you a pleasant stay.

Best regards,

{{property_name}}

Tips for personalization:
– Include recommendations for local restaurants or attractions.
– Offer upsells for additional services such as tours or transfers.

More technical details here:
https://docs.ciaobooking.com/it/template-automatici/esempi/07.html

Example 3 – Review request

Context: This message is sent 1–2 days after the guest’s departure. It’s a strategic moment to request feedback, as the experience is still fresh in the guest’s memory.

Goal: Encourage the guest to leave a review about their experience, increasing the property's visibility and building a positive online reputation.

Template:

Dear {{client_full_name}},

We hope you had a pleasant stay at {{property_name}}. We’d love to hear your feedback.

You can leave a review on [review platform name] via this link: [insert a Google My Business link, for example]

Thank you for choosing to stay with us, and we hope to welcome you again soon.

Kind regards,

{{property_name}}

Tips for personalization:

– If guests mentioned certain highlights of their experience (like a specific activity), include a reference:
“We’d love to know if our restaurant tips came in handy!”
– If appropriate, offer a discount for a future stay in return for a review:
“As a thank-you for your review, we’re offering a 10% discount on your next visit!”
– If the guest had any issues, invite them to contact you directly:
“If there was anything that didn’t meet your expectations, please contact us directly. We want to ensure your experience was a positive one.”

Full technical details:
https://docs.ciaobooking.com/it/template-automatici/esempi/04.html

Conclusion

In a constantly evolving sector like hospitality, efficiency and professionalism in guest communication are essential. Creating templates for automated messages not only simplifies communication management but also improves the overall guest experience, making them more satisfied and more likely to leave positive reviews.

With Ciaobooking, you have a powerful and intuitive tool at your disposal to create personalized templates that perfectly fit your needs: automate your messages and save valuable time while maintaining high service quality.

If you’re not yet using Ciaobooking and are curious about how automated message templates can transform your business, book a free demo today. We’re here to help you improve your operations and ensure your guests enjoy an unforgettable stay!