3.02 Manually Sending Check-in Instructions In Front

Updated 3 years ago by Thomas Berg

We have fixed saved replies in Guesty! You may use the saved reply: "check-in: check-in instructions" to manually send instructions to a guest :)


What is this?

A guide on how to pull relevant listing information from Guesty to send checkin instructions to a guest through Front.

Why is this?

When Guesty doesn't deliver checkin instructions on time, or a guest requests another copy we need to send them the relevant info.

Guesty's saved replies that contain "custom fields" are currently not working. We will notify you when these are working again, but we should never fully rely on them. It is important to get checkin instructions to our guests on time.

What does this apply to?

This applies to reservations from Booking.com AND Airbnb so long as they meet a few key requirements

We should be sending these in Front no matter where you saw the original message or inbox item.

What do I do?

Step 0: Does the reservation meet requirements?

Do NOT send checkin instructions to guests who don't meet the following requirements:

Risk Score Run:

Make sure there is a risk score.

Confirmed Reservation:

Make sure the reservation is confirmed.

ID verified:

Make sure we have already verified the ID in the Reservation Details section. 

Checking in less than 36 hours:

Check the start date of the reservation, if it is more than 1.5 days away (36 hours) do not send the checkin instructions.

If your guest is a Booking.com Guest jump to: Step 0.b

Step 0.b: Is your Booking.com Guest entitled to checkin instructions?

We cannot send the checkin instructions to a Booking.com guest unless they have made verified payments.

For more information on verifying payments see article here.

In the Reservation page navigate to Financials

Scroll down to "PAYMENTS"

The relevant info is in in the pink box in the image below.

Make sure "Total paid" is greater than or equal to "Balance due".

If this is not the case escalate the reservation to an admin and explain the situation to them.

Step 1: Find the relevant contact info and compose a new Front email

For airbnb guests: A contact email is only visible for confirmed guests. Guests who are only inquiring will not display an email address.

Copy/Paste the contact info into a new composed message in front. Make sure that the "From" contact is "messages@stayd.com."

If you have the reservation already open in the guesty inbox you may get the email address through the guest details tab.

If you do not see the reservation in the guesty inbox search the guest's name in Guesty, open the reservation from the search results and navigate to the "Guests" tab. Below that you will see the guest's email address.

If your browser window is wide you will see this on the right hand side of the page immediately. If your browser is narrow or you do not see it on the righthand side of the page scroll all the way to the bottom of the page.

Once you find the guest's email address copy  and paste it into the composed message in front. Make sure that the "From" contact is "messages@stayd.com."

Please note you will only be able to find the email address for confirmed Airbnb reservations. Any inquiries or unaccepted reservations will not show any email.

Step 2a: Fill out Primary Checkin Instructions template

Copy/paste the following template into the body of the email.

If you are sending Backup checkin instructions skip to Step 2b
    Hi {{guest_first}},

    Please find the check-in info and other important details below:
    Address:                               {{listing_address}}
    Google maps link:            {{googlemapslink}}
    Check-in time:                  Check in any time after 4pm (unless you have arranged for an early checkin)

    Wifi network name:           Stayd
    Wifi password:                     travelwell

    Check-in instructions:      {{maincheckininstructionslink}}
    Check-in access codes:    {{mainpropertyacesscodesinorderofuse}}

    Parking suggestions:           {{parkinglink}}
    Public transportation:       {{publictransportationlink}}

    24/7 guest services contact: SMS or call +1 646-867-1894

    Step 2b: if sending backup instructions, fill out Backup template

    Copy/paste the following template into the body of the email.

    Only send Backup checkin instructions if the Primary Checkin instructions have failed

    Hi {{guest_first}},

    Please find the check-in info and other important details below:

    Address:                                    {{listing_address}}
    Check-in time:                       Any time after 4pm (unless you have arranged for an early checkin)
     
    Wifi network name:            Stayd
    Wifi password:                      travelwell

    Check-in instructions:       {{backupcheckininstructionslink}}
    The access codes are:         {{backupcheckincodes}}

    Parking suggestions:           {{parkinglink}}
    Public transportation:       {{publictransportationlink}}

    24/7 guest services contact: SMS or call +1 646-867-189


    Step 3: Find the relevant property info

    Navigate to the Listing Page, most of our property info is accessible here. It is much easier to find property info here than in Helpdocs.

    Step 4: Copy/paste the info into the template

    Fill in all the empty details (guest name should be obvious) using the fields in the listing page.
      Do NOT send backup checkin instructions to a guest unless the primary checkin instructions have failed (missing key, broken lockbox, etc).

      Step 5: Proofread and send the email

      Take your time rereading your email and make sure all the info is correct. 
      It is better to take 5 minutes to send the correct message than to take 1 minute and send the wrong info.


      If the guest doesn't receive the email

      Use an alternative email address if they did not receive the first email

      Ask them for an alternative email address and repeat the whole process with the new email address.

      Send through SMS if all else fails

      If for some reason emailing just isn't working for this guest send the checkin instructions through SMS.
      Break the template up into 5 or 7 pieces, if you send too much text at once it won't come out right on their end.

      How did we do?


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