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What is a Pre-Stay Message?
A pre-stay message is a targeted communication sent to a vacation rental guest between the time of booking and their check-in date. Its primary purpose is to provide crucial information needed for a smooth arrival, such as the property's address, directions, keyless entry codes, and Wi-Fi passwords.
This proactive communication helps answer common guest questions in advance, sets clear expectations, and establishes a professional and welcoming tone for the visit.
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How it works
Hosts or property managers create templated messages that are scheduled to be sent automatically at a specific time before a guest's arrival, typically 1 to 3 days prior. These messages are triggered by a confirmed booking and can be delivered via email, SMS, or the messaging system of the booking platform. Automated messaging features within property management software like Lodgify enable hosts to create these templates and define triggers, personalizing them with dynamic fields like the guest's name and reservation dates to ensure timely and consistent communication for every stay.
Why it matters
Pre-stay messages are critical for enhancing the guest experience by reducing arrival-day stress and uncertainty. They streamline operations for hosts by minimizing repetitive, last-minute inquiries about check-in procedures.
By automating this communication, hosts save valuable time, reduce the risk of manual error, and ensure every guest receives the necessary information to begin their stay positively.
Examples
- An automated email is sent 72 hours before arrival, containing the full property address, a link to a digital guidebook with local recommendations, and a reminder of the check-in time.
- An SMS message is sent to the guest on the morning of their arrival, providing the unique smart lock code for their stay and a contact number for urgent assistance.
- A host sends a message via the Vrbo platform 24 hours before check-in, detailing parking instructions, confirming the reservation, and re-attaching the house rules.
- A week before a long-term stay, a property manager sends a message requesting the guest complete an online check-in form and provide an ETA to coordinate a key handover.
Frequently asked questions
What is the best time to send a pre-stay message?+
What essential information should be included in a pre-stay message?+
Should pre-stay messages be automated?+
What is the difference between a pre-stay message and a welcome email?+
Related terms
Automated Messaging
Automated messaging is a feature within vacation rental software that allows hosts to send pre-written, scheduled messages to guests based on specific…
Guest Communication Software
Guest communication software is a tool that centralizes and automates interactions with guests throughout their entire booking journey, from initial inquiry to…
Check-in
Check-in is the process by which a guest arrives at a vacation rental and gains access to the property at the start of their reservation. It's a foundational…
Contactless Check-in
Contactless check-in allows vacation rental guests to access a property using technology like smart locks or lockboxes, eliminating the need for in-person key…