A useful communication sequence for guests before arrival, during their stay, and after departure.
Before arrival
Send confirmation, the information needed to prepare documents, a payment reminder when appropriate, and arrival guidance at a time the guest can use it.
During the stay
A short welcome, support route, and practical property information can prevent confusion. Keep the message helpful and avoid sending unnecessary interruptions.
After departure
Thank the guest, explain the next step if a deposit or receipt is involved, and invite useful feedback. A consistent close of stay supports repeat bookings.
How Aplus PMS supports the process
Aplus PMS connects reservations, guests, channel availability, payments, check-in, and housekeeping in one operating workflow. The team works with current information instead of manually reconciling separate tools.
Build a message schedule around the reservation
Confirm the dates, property, payment terms and support contact immediately after booking. About one or two days before arrival, send the address, an easy landmark, check-in time and the guest information page. Deliver a door code or other sensitive access detail only at the configured safe moment, not in the first confirmation.
Help during the stay without repeating everything
A short message after check-in can reveal an access or comfort problem before it becomes a complaint. Give the guest a contact and a simple way to report a fault. If Wi-Fi and house rules already live on the guest page, link to that page rather than pasting the whole guide into every message.
Close the conversation after checkout
Thank the guest, ask whether the stay went well and offer a clear way to leave feedback. A satisfied guest can also be shown the route to a future direct booking. Avoid an aggressive discount or repeated follow-ups that feel like spam.
Test templates before switching them on
Check language, time zone, reservation variables, links, cancellation terms and the support number. Test a booking change and cancellation so an outdated arrival instruction is not sent. Give one team member responsibility for reviewing templates when a property changes.