Mid-Stay Automation

The Mid-Stay automation provides an opportunity to check in with guests during their stay, gather feedback while they can still benefit from improvements, and offer additional services. This automation is particularly valuable for extending guest satisfaction during longer stays.

Overview

Purpose: Monitor guest satisfaction, address any ongoing issues, and enhance the guest experience.

Trigger: 3 days after arrival date (configurable based on average stay length).

Channels: SMS or Email, with preference for SMS for quicker response rates.

Setup Instructions

1. Navigate to Automations in your SendSquared dashboard
2. Click + Create New Automation
3. Select Mid-Stay Check-in from the template library or start from scratch
4. Configure the automation with the following nodes:

Step 1: Configure Trigger

1. Select the Days After Arrival Date trigger
2. Set the value to 3 days (recommended for weekly stays; adjust based on typical booking length)
3. Add condition:
   • Condition: Reservation.TotalDays > 5
   • Ensures automation only runs for stays longer than 5 days

Step 2: Add Conditional Logic

1. Add a Condition node to exclude problematic stays
   • Condition: Reservation.CancelledAt is Null AND Reservation.AccidentalDamage is False
   • Skips automation if reservation cancelled or damage reported

Step 3: Add Primary Communication

1. Add an SMS action for quick engagement
2. Create a friendly check-in message asking about their experience
3. Configure messaging settings:
   • From name: Property Manager name
   • Content: Brief, conversational check-in message

Step 4: Add Follow-up Actions (Optional)

1. Positive Response: Offer additional services or local recommendations
2. Negative Response: Create urgent task for staff to address issues
3. No Response: Wait 24 hours, then send email follow-up

SMS Template Example