What to prepare in advance
Property in Superhostem
You only set up the automation when you have already established a specific property in the system.
Guest link
You need a permalink or public link to send to guests in a message.
Selected platform
Decide whether to set up the automatic message in Airbnb or Booking.com.
Where to start in Superhost
In the details of a specific property, open the section Automation. That's where you'll find the guest link and setting how many days in advance reservations should be available to guests via this link.
- copy the guest link
- set the number of days in advance when the reservation should be visible
- save the settings before creating an automatic message in the OTA platform
How it looks in Airbnb news
Settings in Airbnb
Open Quick Reply Management
In Airbnb, go to messages with guests, open the gear and go to the section Manage quick responses.
Create a new template
Create a new quick reply or automated message. It is recommended to have a separate template for each offer.
Paste the text and link from Superhost
Paste your communication pattern into the text of the message and add the copied guest link from the section Automation in Superhost.
Choose only one correct offer
In the template settings, check that it is assigned to only one specific menu. If you manage multiple offers, each should have its own template.
Set the correct send time
For example, the recommended setting is 3 days before arrival. It is important that the same number of days is also set in the link settings in Superhost.
Check the final template
Before saving, check three things: correct link, correctly selected offer and correct send time.
Settings in Booking.com
Open the message settings
On the homepage of the Booking.com Extranet, open the offer Accommodation facilities and then Message settings.
Create a new template
In part Report templates choose to create a new template.
Paste the link from Superhost
Paste the copied guest link into the text of the new template. If you have one property with multiple units on Booking.com, please check that you are using the correct link for the specific unit.
Name the template and choose a theme
Give the template an understandable name and usually choose arrival or pre-arrival communication as the message type.
Schedule a shipment
For the newly created template, choose Schedule template submission and set the number of days before arrival.
Match the time with the settings in Superhost
Set the same number of days before arrival in the section Automation in Superhost. Otherwise, the guest may not see the correct reservation after opening the link.
How do you know the automation is set up correctly?
- in the text of the message there is a correct link for a specific property
- the template is bound to the correct menu or unit
- the sending time in OTA corresponds to the number of days set in Superhost
- the guest can see his reservation after clicking on the link
Recommended basic workflow
Message after booking
A short booking confirmation gives the guest confidence that everything is in order. But you don't have to send all the administration at once at this stage.
Pre-arrival message with form
This is the main automation that this article addresses. This is where you send the link to the form or guestbook and collect the data needed for operation and legislation.
Instructions for stay
Depending on the type of operation, you can follow up with a separate message with information about check-in, entering the building or practical information about your stay.
Message after departure
At the end of the stay, you can end the automation with a thank you, a call for evaluation or an internal checklist for cleaning and other follow-up tasks.
How to get started simply
There is no need to automate everything in the beginning. First, it makes the most sense to get one well-functioning message up and running before arrival, which will send the guest the right link at the right time. Only then does it make sense to expand the workflow further.
- How to keep records of guests and stays in Superhostem
- How to process monthly fees for the municipality in Superhost
The most common mistakes
- wrong link or old permalink is embedded in the message
- one template is mistakenly assigned to multiple offers
- the number of days in OTA does not match the setting in Superhost
- at Booking.com, a link is used for a different unit than for a specific reservation
Verification and sources
We have prepared this article as a practical guide based on the logic of setting up a property in Superhost.
Do you want to make reservations on your phone?
If the automations are connected to bookings, it may be useful to have the same one overview also in the mobile calendar.