The guest journey starts before anyone arrives at the apartment and continues after the keys are returned. It includes booking, confirmation, arrival preparation, the stay, departure and the next booking. When these steps live in separate spreadsheets and chats, a manager has to piece together the story every time.
One example: a three-night apartment reservation
Imagine a guest named Olena booking an apartment through an online channel. Here is what the team sees and what Olena receives at each stage. This is an example of a configured workflow; messages and access methods require setup for each property.
1. Booking: one shared operating view
The reservation from a connected channel appears in Aplus PMS. A manager sees the apartment, dates, guest and booking status. The Channel Manager helps synchronise availability so those dates are not still offered on other connected channels. The team works from a reservation rather than copying details from an email into a calendar.
2. Before arrival: useful messages at the right time
Automated guest messages can be configured in WhatsApp or Telegram and linked to Olena's reservation. A confirmation gives her the dates and next step. Closer to arrival, another message provides the address, arrival time and a link to the instructions. She does not have to search through one long message for everything she needs.
The manager checks property-specific templates in advance: address, house rules, Wi-Fi, support contact and access details. If the reservation changes or a question needs judgment, a person takes over. Automation removes repetitive typing; it does not replace guest support.
3. Check-in: clear instructions before the journey
Olena opens the Check-in App before travelling. It brings together the address, house rules, important documents and instructions for accessing the apartment. Where a property has a self-access arrangement, she can check in without meeting a manager. Contactless check-in means clear advance guidance plus access configured for that specific property. Aplus PMS does not install locks or provide physical access without suitable hardware or a key handover process.
4. During the stay: keep a human in the loop
After check-in, a brief message can ask if everything is working, remind Olena where to find Wi-Fi details and show how to reach a manager. She does not need to find an old chat; the team retains the booking context. A broken appliance or late-checkout request still needs a responsible person, not a template.
5. Checkout: prepare the apartment for the next guest
After departure, the reservation leads into operational work. Housekeeping helps the team track cleaning tasks, comments and property readiness. The manager need not ask in a separate chat whether the next guest can arrive. Payments and related reservation actions remain in the same operating context.
6. After the stay: close the conversation well
Olena can receive a thank-you, an invitation to leave a review and a simple route to book again. Timing matters: do not request a rating while the team is still resolving a complaint. For the manager, this is both the end of one stay and a chance to improve the next.
What to set up for your apartments
- Check connected channels and availability synchronisation rules.
- Prepare separate message templates for confirmation, arrival, the stay and departure.
- Complete check-in instructions for every property and test them as a guest.
- Assign a person to handle exceptions and reservation changes.
- Agree on cleaning tasks and readiness status before the next arrival.
That gives the team a consistent process and the guest timely information without unnecessary calls. Open the public Aplus PMS demo to explore the interface. The public demo does not include Check-in App; to see a messaging and contactless check-in workflow for your own apartments, book a personal presentation.