Improve the guest experience by automating your accommodation messaging

We know it: managing all communication manually—from the initial inquiry to the days after check-out—can become time-consuming and prone to errors or delays, especially when bookings increase or during peak season.

This is where automated messaging becomes an essential tool for any host who wants to focus on what matters most.

Communicate effectively

What makes your communication truly effective? How should you communicate online with your guests or prospects to ensure the highest level of satisfaction?

1. Be consistent
2. Organize your communication by timing—timing is everything during each stage of the guest journey
3. Respond quickly
4. Always be available
5. Provide all the necessary information

The goal is to leave nothing out and offer flawless support. To do this, you can create email and message templates based on various triggers, adopting an automated communication strategy.

Automated messaging and its benefits

First impressions matter—and in tourism, the first interaction often happens via email or messaging. That’s where the foundation for a trusted relationship between host and guest begins.

Automated messaging is based on scheduling predefined messages triggered by specific events. Using a platform like CiaoBooking, hosts can set up automatic communications that are sent based on actions or timelines. The system ensures that guests receive the right information at the right time, without manual input.

A common concern with automation is that it feels cold or impersonal. But well-designed automation doesn’t have to sacrifice the human touch. You can maintain a high level of personalization through dynamic responses based on guest data or the type of property booked—creating a truly customized experience.

Automation also saves time and resources by eliminating the need for manual replies to every message. This allows hosts to focus more on strategic tasks and guest care.

Another big plus: fewer human errors. With automated messaging, you reduce the risk of missing important details or sending inaccurate info—improving communication quality and reliability.

This naturally increases the perception of professionalism and trustworthiness. Receiving timely, well-structured messages sends a clear signal that you care—building guest confidence and enhancing their overall experience.

Automation also ensures quick responses, which reassures the guest that the host is present and reliable. This leads to a higher conversion rate and better reviews or word-of-mouth.
According to a study by Airbnb, hosts who respond within an hour of the first message are 50% more likely to get a booking than those who respond after 24 hours.

From the moment of booking to check-out, a well-managed communication flow—fast replies, clear pre-arrival details, and thoughtful post-stay follow-ups—can dramatically improve the guest experience and strengthen satisfaction and loyalty.

When to use automation in short-term rentals

Messaging automation is a versatile tool that can be implemented at nearly every stage of the guest journey. Of course, some situations call for a human touch—like handling specific requests, complaints, or issues. The guest should always feel acknowledged personally.

That said, when it comes to logistics and general information, automation can bring huge benefits. Here are some key moments when automation can really help:

• Booking confirmation
• Pre-stay communication: welcome message, directions, and arrival tips
• Check-in instructions: access codes, opening hours, contact info...
• During-stay communication: local recommendations, special offers, FAQs
• Post-stay messages: thank-you notes, review requests, feedback forms

Automation reduces the host’s workload while ensuring accurate and timely information. A smart balance between automation and personalization makes all the difference and guarantees a flawless experience.

What not to do with automated messaging

Aside from avoiding automated replies where human support is essential, here are some key mistakes to avoid:

• Don’t overwhelm your guests with too much info all at once
• Don’t overcomplicate your communication—keep it clear and prioritize common guest questions
• Don’t leave guests hanging, especially in difficult situations
• Always learn from feedback and adjust your message strategy accordingly

How automated messaging works in CiaoBooking

CiaoBooking offers a suite of advanced tools to automate communication and simplify the day-to-day management of your vacation rental business.

Within the platform under Properties > Message Templates, you can create custom templates and schedule automatic sends based on triggers—like a confirmed booking or upcoming check-in. The system lets you set messages before, during, and after a stay, ensuring you never miss a key communication.
All messaging is managed through a central dashboard, where you can activate or deactivate each individual message.

You can monitor and manage guest conversations from the “Messages” panel in each reservation. Here you’ll see all messages sent and received through CiaoBooking—as well as those from leading OTAs like Booking.com and Airbnb, thanks to channel manager integration. There’s no need to log in to each platform separately.

This centralizes communication and makes your workflow faster and more efficient—saving time and reducing errors.

In conclusion

Automated messaging allows hosts to elevate the guest experience, streamline operations, and maintain professional service standards. Automating key touchpoints during the stay reduces stress, minimizes errors, and increases guest satisfaction.

Want to see how automated messaging can transform your short-term rental business? Book a demo with CiaoBooking and discover all the tools our PMS offers to boost your efficiency and deliver an outstanding guest experience.