Messages follow the stages of a stay
Before arrival, guests need confirmation, payment details and instructions. On arrival day, the address, access and contact matter most. During the stay, your team answers current questions; after departure, you can thank guests and request feedback.
In Aplus PMS, templates and message sequences connect to the booking. This helps send the right text at the right time through WhatsApp or Telegram and keeps the process consistent across your team.
Templates leave room for personal support
Automated text works well for repeated information. Complaints, changed plans and unusual requests need a manager's response. Messages should explain the next step and give guests a clear way to contact the team.
Avoid overwhelming guests with one long message. Split information by timing and action. For example, send payment terms after booking and the access code only when the property is ready and your check-in requirements have been met.
Check consent, timing and accuracy
Use guest contacts only for communication related to their booking and follow your data handling policy. Avoid turning service messages into unwanted advertising.
Before launch, check the text for different properties and languages. Pay special attention to addresses, check-in times, payment rules and contacts. An old template with the wrong code or phone number creates more work than a manual message.
Communication works with Check-in App
WhatsApp and Telegram deliver messages, while Check-in App brings the full arrival instructions together. Alongside the guest profile, this creates one workflow where your team sees the booking context.
The automated messaging page provides a workflow overview. During a demo, you can build a sequence for your properties and decide where automation or a personal reply is needed.