Guest Communications & SupportPurpose
1.2. Ensure every guest receives real-time, reliable data specific to the property’s location.
1.3. Automating post-booking comms to provide crucial info before, during, or after check-in, driving safety compliance and guest satisfaction.
1.4. Automator increases efficiency by instantly sending validated local information via chosen comms channels, reducing reliance on manual processes.
Trigger Conditions
2.2. Scheduled guest check-in date/time upcoming.
2.3. Guest location detected (via Wi-Fi or smart lock code entry).
2.4. Emergency event update from local authorities API feed.
2.5. Guest requests emergency/local info via app, chatbot, or SMS keyword.
Platform Variants
3.1. Twilio SMS
• Feature/Setting: Twilio Programmable Messaging API — configure to send automated SMS with local emergency info upon booking or check-in.
• Sample: Send SMS using Twilio Function triggered by booking webhook.
3.2. SendGrid
• Feature/Setting: SendGrid Mail Send API — automates personalized emergency/local info emails to guests.
• Sample: Use dynamic templates, populate via reservation data.
3.3. Slack
• Feature/Setting: Incoming Webhooks — automate sending emergency contact summaries to guest services or property manager Slack channels.
• Sample: Firing webhook with property/guest details.
3.4. Microsoft Teams
• Feature/Setting: Teams Connector API — automating info delivery to staff teams upon booking or guest action.
• Sample: Teams message sent via workflow on new booking.
3.5. WhatsApp Business API
• Feature/Setting: Template Messaging — automated WhatsApp message to guest mobile with property-specific emergency/local info.
• Sample: Pre-approved template triggered by PMS integration.
3.6. Google Calendar
• Feature/Setting: Event creation/notifications — automating emergency info reminders scheduled to guest check-in.
• Sample: Calendar event with local contacts & instructions.
3.7. Zapier
• Feature/Setting: Multi-step Zaps — automate connection of booking system with outbound comms to deliver emergency info.
• Sample: Workflow: Booking → Gather Data → Trigger Emails/SMS.
3.8. Mailchimp
• Feature/Setting: Automated Email Journeys — automate sequenced emergency info communication.
• Sample: Post-check-in email flow with critical contacts.
3.9. HubSpot
• Feature/Setting: Workflow Automation — automates property info onboarding including local safety contacts.
• Sample: Guest added to workflow triggers details email.
3.10. Salesforce
• Feature/Setting: Process Builder — automate notifications to on-site team and guests with relevant emergency/local info.
• Sample: Case/Lead triggers outbound communications.
3.11. Facebook Messenger API
• Feature/Setting: Automated Message Templates — automate sending property-specific info via Messenger chatbots.
• Sample: Booking event triggers messenger bot.
3.12. Telegram API
• Feature/Setting: Bot Messaging — automates delivery of emergency/local details via bot upon certain guest keywords.
• Sample: "/help" triggers localized safety info.
3.13. Webhooks Custom
• Feature/Setting: Outbound Webhooks — automates data push to any comms or operations endpoint from bookings API.
• Sample: Booking triggers HTTP request to comms service.
3.14. Aircall
• Feature/Setting: Automated Call Script — trigger calls delivering automated emergency info via IVR to new guests.
• Sample: Automated phone call at check-in time.
3.15. ActiveCampaign
• Feature/Setting: Automation Sequencer — automates segmented communication based on guest’s booking and region.
• Sample: Guest added, triggers “Safety Info” email/SMS.
3.16. Intercom
• Feature/Setting: Custom Bots — automate delivery of emergency info on the guest-facing website and app.
• Sample: Bot triggers after check-in, shares details.
3.17. Freshdesk
• Feature/Setting: Automated Ticket Creation — automate guest requests for info into tickets, respond with templated local/emergency contacts.
• Sample: Keyword triggers auto-reply with info.
3.18. Pabbly Connect
• Feature/Setting: Automated Data Flows — automate collecting booking data and dispatching emergency info via email/SMS.
• Sample: Triggers on new booking, pushes comms.
3.19. Zoho CRM
• Feature/Setting: Workflow Rules — automates guest onboarding emails with localized emergency contacts.
• Sample: Booking entry triggers email workflow.
3.20. Infobip
• Feature/Setting: Omnichannel Messaging API — automates SMS, WhatsApp, Viber, or Messenger communication with structured emergency/local info.
• Sample: API triggered by booking, delivers info.
3.21. Viber Business Messages
• Feature/Setting: Automated Messaging — automates sending emergency contacts/local info to guest phones via Viber.
• Sample: Message API triggered by PMS.
3.22. Microsoft Power Automate
• Feature/Setting: Automated Flows — automates end-to-end process from booking to guest info delivery across email/SMS/social.
• Sample: Booking row in Excel/DB triggers multi-channel comms.
4. Benefits
4.2. Reduces manual workload for hosts and property managers via automating repetitive communications.
4.3. Lowers risk exposure by standardized, real-time, location-accurate emergency comms.
4.4. Enhances guest trust and safety perception via automated, timely updates.
4.5. Automation supports multi-language delivery, covering diverse guest profiles.
4.6. Scalable for any number of holiday homes or regions, leveraging automator tools and APIs.
4.7. Enables rapid updates in emergent situations through automated flows with local authority APIs.
4.8. Frees staff time to focus on value-added guest support using automation backend.