[Overview]
This section explains how to set up automatic messages. You can set up automatic messages in two stages: common settings that apply to all properties, and individual settings specific to each property. Begin with the common settings, followed by the individual settings.
[Details]
Configuring automated messages
Automated messages consist of the following two types:
1. Common Automated Message
This is a standard message shared across all properties. The email subject (title) can only be set in this common message.
By inserting the [extra_memo] tag — which represents a unique message specific to each property — into this common message, you can create personalized messages tailored to both the guest's reservation information and the unique characteristics of each property.
Example: Common Automated Message - Post Booking Confirmation Message
Property-Specific Automated Message [Extra_Memo]
This is a message where you can add property-specific information.
The content of this message will not be sent to the guest unless the [extra_memo] tag is inserted into the common message.
Example: Property-Specific Automated Message [Extra_Memo] - Post-Reservation Confirmation Message
These two components are combined to create the automated message.
[Auto Message (Common)] + [Property-Specific Auto Message [extra_memo]] = Message sent to the guest.
Example: Reservation Confirmation Message Sent to Guest (Auto Message (Common) + Property-Specific Message)
Types of Automated Messages
A total of 7 types and 11 variations of automated messages can be created.
Types of auto messages | Description | Sending Timing | Configurable Conditions |
Auto Response Message | An automatic first response is sent to guest messages received via Airbnb or Booking.com. If the user replies before the auto-response is triggered, the auto-response will not be sent. | Availability:
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Message after booking is confirmed *2 variations can be created | This message is automatically sent after a reservation is imported into AirHost. | From immediately after import to up to 72 hours later |
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Pre-check-in message *3 variations can be created | This message is automatically sent when the specified time and conditions before check-in are met. | From 20 days before check-in to the day of check-in (0 days) |
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Message after check-in *2 variations can be created | This message is automatically sent when the specified time and conditions after check-in are met. | From the day of check-in (Day 0) to 20 days after |
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Pre-check-out message | This message is automatically sent when the specified time and conditions before check-out are met. | From 20 days before check-out to the day of check-out (Day 0) |
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Post-checkout message | This message is automatically sent when the specified time and conditions after check-out are met. | From check-out day (Day 0) to 20 days after check-out |
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Self-Check-in Completion Message | This message is automatically sent when the guest completes the check-in process using a mobile device or tablet. | Immediately after check-in |
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Languages for Automatic Messages
Automatic messages support the following 4 languages:
English
Japanese
Simplified Chinese / Traditional Chinese
Korean
⚠️There is no automatic translation feature. Please create your own messages in each language.
How to determine the language
The language is automatically determined based on information such as the guest's nationality, language, phone number, and address.
For platforms like Airbnb, Booking.com, and Expedia, when the guest's language setting is linked through the API, the automatic message will be sent in the corresponding language—"Japanese" if the setting is Japanese, "English" if the setting is English, and so on.
However, the information that can be obtained from OTAs may vary, and some OTAs may not provide the guest's language setting. In such cases, the language will be determined based on other available information, such as the guest's address or phone number.
OTA (booking site) | How to determine the language |
Airbnb | Guest language preference |
Booking.com | Guest language preference |
Expedia | Guest phone number |
Agoda | Guest Nationality |
Trip.com | Guest phone number |
Asiayo | Guest phone number |
Rakuten Travel | Default to Japanese |
Jalan | Default to Japanese |
Ikyu.com/Yahoo Travel | Default to Japanese |
手間いらず Hassle-free | Guest address |
ねっぱん！Highly recommended! | Guest address |
💡If the language is "French" or something other than the default language, it will be sent in "English".
Can I send images and materials via automated messages?
The automated message does not have the function to send images or documents.
We recommend converting images, PDFs, and other materials into URLs and sharing them with guests.
⚠️For security reasons, a warning message will be inserted at the beginning of any message that includes a URL other than the pre-check-in URL.
By adding the URL included in the message to your whitelist, the warning message will not be inserted.
For details, please refer to the help below.
How Automatic Messages are sent for each OTA
The method of sending automatic messages varies depending on the OTA.
For details on how major OTAs send messages and the current status of automatic messaging, please refer to the help guide below.
How to Set Up Automated Messages
Start by creating a message under “Auto Message (Common)”.
If you manage multiple properties, proceed to set up “Property-Specific Auto Messages {Extra_Memo}” afterward.
Setting location
AutoMessages (Common)
[Admin Console] > [ Automatic Messages (Common) ]
Automatic messages for each property [Extra_Memo]
[Admin Console] > [ Property List ] > [Settings] > [Auto Message]
Editing Auto Messages (Common)
1. Click the [Edit] button for the message you want to modify.
2. Set the name, sending timing, conditions, subject, and message body for each language.
By default, template examples are registered in English, so please use them as reference.
You can insert “tags” into the message subject and body that dynamically change based on the reservation and property information.
When you hover your mouse over the icon of each tag, the details of the tag will be displayed.
For details of each tag and where to configure them, please refer to the help page below.
💡When using property-specific messages, you can insert the [extra_memo] tag in [Room Information] > [Additional Notes].
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Edit the automatic message [Extra_Memo] for each property
［extra_memo］Please make sure that the tag is inserted into the message you set when editing the automated message (common) .
［extra_memo］Create the message you want to insert inside the tag.
💡 What is the 'Send for Each Room' setting?
ON Setting (Default & Recommended)
If multiple rooms are booked, an email will be sent for each room.
If you want to obtain information about all guests or if the information, such as the key unlocking number, differs for each room, make sure to set this to on
.OFF Setting
Even if the reservation includes multiple rooms, only one email will be sent to the main guest.
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Set up the sending of the created automated message
To send automated messages to guests, both the common message and the property-specific message must have their sending settings set to [ON].
1. Set the Auto Message (Common) sending status to [ON].
2. Set the auto message [Extra_Memo] for each property to [On]
Common Message | Property-Specific Message [Extra_Memo] | Send/Not Send | Remarks |
 |  |  | The message is sent by combining the contents of both messages. |
 |  |  | Messages will not be sent with only the common message is ON. |
 |  |  | The message will not be sent. |
How to Restrict the Sending of Automated Messages / How to Prevent Automated Messages from Being Sent to Specific Guests
Automated messages that have already been sent cannot be cancelled, but you can opt out of sending future automated messages from your reservation details.
Click [Booking Details] > [•••] > [Auto Message]
2. Uncheck the auto message(s) you wish to stop sending, then click [Save].
Frequently Asked Questions
Here are some commonly asked questions about automated messages.
Are there any templates for auto messages?
Please refer to the template below
.
Is there a preview feature for automated messages?
There is no dedicated preview feature for automated messages. However, you can check the content of your messages using the method below.
Note: The automated message sending setting must be turned ON for this to work.
Create a test booking with an email address to receive the email
You can create a test booking using a receivable email address to check the actual content of the auto message being sent.
Please refer to the help page below for instructions on how to create a test booking.Check auto messages from the message screen
You can manually create an auto message from the message screen with the guest. By using this feature, you can preview how the auto message you configured will be sent to the guest.
For instructions on how to check automated messages from the message screen, please refer to the help page below.
I only manage one property. Do I still need to set up property-specific messages?
If you have no plans to add more properties in the future, you do not need to configure the content of the property-specific messages.
Simply set up the message content for guests under “Auto Message (Common)”,
and leave the content of the property-specific message [Extra_Memo] blank.
Just make sure the sending setting is turned ON.
Can I send messages to guests who have completed pre-check-in or only those who have not?
With the April 2025 update, a new feature has been released that allows you to automatically send messages only to guests who have either completed or not completed the pre-check-in.
This enables automation of common daily tasks such as:
Manually checking if a guest has completed pre-check-in and then sending key information or manuals
Manually sending reminders to guests who haven’t completed pre-check-in
This feature has been added to the three types of “Pre-Check-In Messages” under the automatic message (common) settings.
Please take advantage of this new functionality!
