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Pre-Arrival Automation

The Pre-Arrival automation provides guests with important information about their upcoming stay approximately one week before their arrival. This automation helps guests prepare for their trip and reduces common pre-arrival questions.

Overview​

Purpose: Provide detailed property information, check-in instructions, and local recommendations before the guest arrives.

Trigger: 7 days before the guest's arrival date.

Channels: Email (primarily) with optional SMS notification.

Setup Instructions​

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

Step 1: Configure Trigger​

  1. Select the Days Before Arrival Date trigger
  2. Set the value to 7 days
  3. (Optional) Add filter conditions if you want this automation to run only for specific reservation types

Step 2: Add Conditional Logic (Optional)​

  1. Add a Condition node to check if the reservation has been canceled
    • Condition: Reservation.CancelledAt is Null
    • This ensures the automation only runs for active reservations

Step 3: Add Email Action​

  1. Add an Email action
  2. Select or create a pre-arrival email template
  3. Configure recommended email settings:
    • From name: Your property/company name
    • Subject: "Your Stay at [Property Name] is Coming Soon!"
    • Content: Include detailed check-in instructions, property access information, and local recommendations

Step 4: Add SMS Reminder (Optional)​

  1. Add an SMS action
  2. Create a brief message reminding guests about their upcoming stay
  3. Include a link to their digital guidebook or guest portal

Email Template Suggestions​

Your pre-arrival email should include:

  • Personalized greeting using guest's first name
  • Reminder of stay dates and property address
  • Detailed check-in instructions and process
  • Property access information (door codes, key location, etc.)
  • Important property details (Wi-Fi password, parking information, etc.)
  • Local recommendations and activities
  • Weather forecast for their stay dates (if possible)
  • Contact information for questions or special requests
  • Links to digital guidebooks or additional resources

SMS Template Example​

[Guest Name], your stay at [Property Name] is 7 days away! Check-in details have been emailed. For questions: [Phone Number]. Access your digital guidebook: [Link]

Best Practices​

  • Keep the email concise yet comprehensive
  • Use sections and headers to organize information logically
  • Include photos of key areas (entrance, parking, lockbox, etc.)
  • Provide a mobile-friendly digital guidebook link
  • Suggest optional add-on services that may enhance their stay
  • Consider local events happening during their stay dates

Common Issues and Troubleshooting​

  • Timing issues: Verify that the trigger is correctly set to the arrival date (not check-in date)
  • Missing information: Ensure all property details are accurate and up-to-date
  • Delivery problems: Check that guest email addresses are valid and confirmed