Guest experience

Tutorial: the sofa bed

Written by Pierre-Camille Hamana
Updated over a week ago

Tutorial: quick turnover

Reminding your cleaning team about a quick turnover by leveraging the custom codes feature.

Written by Marii Ojastu
Updated over a week ago

Tutorial: requiring a phone number

Written by Pierre-Camille Hamana
Updated over a week ago

Tutorial: vetting your guests

Written by Pierre-Camille Hamana
Updated over a week ago

Tutorial: Answers dependant on calendar availability

How to accept or deny early check-in and late check-out requests automatically depending on your calendar availability.

Written by Marii Ojastu
Updated over a week ago

Tutorial: offering an extension of the stay

Using the custom codes feature to proactively offer an extension of the stay and up-sell your vacant nights.

Written by Marii Ojastu
Updated over a week ago

Tutorial: Adapt your booking confirmation depending on the check-in date

Adapt your booking confirmation message to include check-in instructions for guests booking within 3 days of their check-in date.

Written by Pierre-Camille Hamana
Updated over a week ago

Tutorial: short codes for smart locks

Written by Marii Ojastu
Updated over a week ago

1. Getting started with Guest experience

Written by Pierre-Camille Hamana
Updated over a week ago

2. What is the difference between Short Codes and Custom Codes?

Written by Frances Rebollido
Updated over a week ago

How do I schedule a message to be sent on a day of the week?

You can now send messages to your guests during their stay to let them on a specific day of the week.

Written by Toby Okeke
Updated over a week ago

What is the difference between Cancelled and Failed message status?

Written by Frances Rebollido
Updated over a week ago

Why was an event message not sent to a returning guest?

Automatic responses to events are not sent to returning guests for a reason.

Written by Frances Rebollido
Updated over a week ago

Why an automatic message wasn't sent to my guest?

Check what to do when you notice that the automatic message wasn't sent to your guest.

Written by Hanna Rosol
Updated over a week ago

Can I include links in my templates?

Links can be included directly in your templates.

Written by Hanna Rosol
Updated over a week ago

If I make changes to a messaging rule, will it update existing messages already prepared for guests?

Written by Frances Rebollido
Updated over a week ago

How can I add a picture to a scheduled message?

Learn how to include pictures in the rule settings for scheduled messages.

Written by Hanna Rosol
Updated over a week ago

Can I add attachments to my messages?

Written by Frances Rebollido
Updated over a week ago

How do I send booking confirmation messages to returning guests?

By default, we don't send booking confirmation to returning guests, but you can activate it in the account settings.

Written by Hanna Rosol
Updated over a week ago

Can I send 2 messages for the same event for the same property?

It's not possible to send messages for the same event (and for the same property), but here are some ways to make it happen.

Written by Pierre-Camille Hamana
Updated over a week ago

How do I change when a scheduled message is going to be sent for one guest?

Written by Frances Rebollido
Updated over a week ago

How do I cancel or delete a scheduled message for one guest?

Written by Frances Rebollido
Updated over a week ago

How do I create a messaging rule to automate my messages?

Messaging rules generate the automatic messages sent to your guests.

Written by Frances Rebollido
Updated over a week ago

Can I receive or disable email notifications when a message is sent?

Learn how to manage notifications triggered when the automatic message is sent.

Written by Hanna Rosol
Updated over a week ago

Which events can trigger an automatic response?

Several events are special and can trigger an automatic message, when time is of the essence.

Written by Hanna Rosol
Updated over a week ago

How do I edit an automatic message that is prepared for a guest?

Written by Frances Rebollido
Updated over a week ago

How can I delay an automatic message?

We offer you the possibility of delaying some automatic messages dependent on your settings if that is a better fit for your hosting style.

Written by Hanna Rosol
Updated over a week ago

Why was my message sent at a different time?

Learn what affects when my messages are sent and which time zone they are sent in.

Written by Lisa Prins
Updated over a week ago

Why are my messages not being scheduled?

Steps to take when messages aren't being scheduled or sent as you expect.

Written by Lisa Prins
Updated over a week ago

Which timezone will be used for scheduled messages?

We will use the timezone of your property, and in some cases check the time in the guest's native timezone.

Written by Pierre-Camille Hamana
Updated over a week ago

What are the types of messaging rules available?

The widest range of messaging automation for guest communication in the industry.

Written by Anthony Monaco
Updated over a week ago

What are scheduled messages?

What are scheduled messages and how will they help me?

Written by Lisa Prins
Updated over a week ago

1. Can I automate my reviews?

We can help you automate your reviews, while keeping you in control when it matters.

Written by Hanna Rosol
Updated over a week ago

2. How to create a review rule?

Review rules can be created within Guest experience.

Written by Hanna Rosol
Updated over a week ago

3. When will my automated review be generated?

We capture the review from the booking platform, as soon as it created there.

Written by Hanna Rosol
Updated over a week ago

4. Can you randomize automatic reviews for my guests?

With multiple review rules, your comments can be randomized.

Written by Hanna Rosol
Updated over a week ago

5. When will my review be published?

The review can be published at the time of your review rules, and earlier if you decide to send it manually.

Written by Hanna Rosol
Updated over a week ago

Can I send automated reviews manually?

Reviews can be edited and sent manually if you'd like to send them earlier.

Written by Lisa Prins
Updated over a week ago

How to edit an automated review?

You can always edit the comments and star rating of any pending review, automated through your review rules.

Written by Frances Rebollido
Updated over a week ago

Can I publish my review on Airbnb anyway?

Written by Pierre-Camille Hamana
Updated over a week ago

I want to publish a bad review for one of my guests

We can help you publish a bad review and minimize the impact on your listings.

Written by Hanna Rosol
Updated over a week ago

Can I set different Timing options for question rules?

Automatic answers follow a single Timing option set for question rules.

Written by Frances Rebollido
Updated over a week ago

Can you detect questions from my guests?

Smartbnb uses AI to detect and reply to questions automatically.

Written by Lisa Prins
Updated over a week ago

What question categories can you detect?

What questions can be detected for automated answers?

Written by Frances Rebollido
Updated over a week ago

How to set up an automatic response to a question?

How do I set up answers to question categories?

Written by Frances Rebollido
Updated over a week ago

Should I include greetings in my replies to questions?

Should I write a salutation in my question rule template?

Written by Frances Rebollido
Updated over a week ago

When will the automatic answer to a question be sent?

How and when the automatic answer is sent depends on the context of the question and your configuration.

Written by Frances Rebollido
Updated over a week ago

What is the %answers% short code doing in my templates?

The %answers% short code is a way to include your answers to questions within inquiry, request to book and reservation rules.

Written by Frances Rebollido
Updated over a week ago

Can I configure a different response to a question based on the stage of the conversation?

You may need to create different answers to a question depending on when it is asked.

Written by Frances Rebollido
Updated over a week ago

Can I create a new question to detect?

Written by Pierre-Camille Hamana
Updated over a week ago

List of short codes and their definitions

Written by Frances Rebollido
Updated over a week ago

Why is the %total% short code showing a different amount?

We always communicate the final price that is charged to the guest, in the currency.

Written by Frances Rebollido
Updated over a week ago

How is the check-in and check-out time being defined?

If you manually changed the check-in or the check-out time of a guest for a reservation, this is what the short code will display.

Written by Frances Rebollido
Updated over a week ago

What are short codes?

Learn more about short codes and how to use them.

Written by Anthony Monaco
Updated over a week ago

What time format is used in automatic messages?

We adapt the formatting of times according to the location of guests.

Written by Hanna Rosol
Updated over a week ago

What are custom code conditions?

Written by Anthony Monaco
Updated over a week ago

What are Custom Codes?

Written by Anthony Monaco
Updated over a week ago

Can custom codes have the same name?

You can create multiple custom codes with the same name, to be used across different properties.

Written by Anthony Monaco
Updated over a week ago

Where can I see all available custom code conditions?

This article is a list of all available conditions for custom codes, so that your messages can adapt on the fly to your guests situation.

Written by Anthony Monaco
Updated over a week ago

How do I include custom codes in my templates?

Importing custom codes in your templates is necessary to have them working as expected and be sent to your guests.

Written by Anthony Monaco
Updated over a week ago

How do I create a custom code?

Written by Anthony Monaco
Updated over a week ago

How do you determine the language of the conversation with my guest?

Learn more about how we detect the language used by your guests.

Written by Hanna Rosol
Updated over a week ago

How to change the way the language of the guest is being detected?

Learn how to change the language detection settings.

Written by Hanna Rosol
Updated over a week ago

How does "prioritizing the language of the conversation" work?

We can detect the language of the conversation with your guest based on the first message they sent.

Written by Hanna Rosol
Updated over a week ago

How do I change the fallback language?

The fallback language can be changed in the account settings.

Written by Hanna Rosol
Updated over a week ago

What language is used to generate reviews?

Reviews can be multi-lingual and use the guest language.

Written by Hanna Rosol
Updated over a week ago

What is the fallback language?

The fallback language is a backup language used to generate automatic messages.

Written by Hanna Rosol
Updated over a week ago

Can you detect questions in other languages than English?

We detect questions in English, which covers currently 96% of conversations of our users.

Written by Pierre-Camille Hamana
Updated over a week ago

What are canned responses and how do I create them?

What are canned responses for and when would I use them?

Written by Frances Rebollido
Updated over a week ago

How to create a canned response?

Canned responses can be created from Guest experience.

Written by Frances Rebollido
Updated over a week ago

Do you import saved replies from Airbnb?

To ensure a smooth transition, we import your saved replies from Airbnb at the moment your account is connected.

Written by Frances Rebollido
Updated over a week ago

Can I use short codes and custom codes in Canned responses?

Canned responses can be smarter with short codes and custom codes.

Written by Frances Rebollido
Updated over a week ago

How to send a canned response?

You can send a canned response to a guest directly from the inbox.

Written by Frances Rebollido
Updated over a week ago