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Guest experience
We are help to you a deliver a stellar guest experience!
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73 articles in this collection
Written by
Pierre-Camille Hamana,
Marii Ojastu,
Hanna Rosol
and 3 others
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 this week
Getting started
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
Automating your messages
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
Can I schedule a message for a specific day of the week?
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
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
Can I include links in my templates?
Links can be included directly in your templates.
Written by
Hanna Rosol
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?
What affects when my messages are sent? Please note that we take into consideration the guest's timezone.
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
Automating your reviews
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
Automating your replies to questions
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
Short codes
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
Custom codes
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
Automating messages in multiple languages
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 "prioritising 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
Canned responses
What are canned responses?
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