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Last-Minute Lead Follow-up Automation

The Last-Minute Lead automation handles inquiries for stays beginning within 7 days, treating them with maximum urgency to capture these time-sensitive bookings.

Overview​

Purpose: Convert urgent last-minute bookings with rapid response and immediate solutions.

Trigger: Inquiry for arrival within 7 days.

Channels: Immediate phone call, instant SMS, rapid email response.

Setup Instructions​

  1. Navigate to Automations in your SendSquared dashboard
  2. Click + Create New Automation
  3. Select Last-Minute Booking from the template library
  4. Configure the automation with the following nodes:

Step 1: Configure Urgency Detection​

  1. Select the Time-Sensitive trigger
  2. Set conditions:
    • Inquiry date within 7 days of arrival
    • Availability still exists
    • Business hours: Immediate response
    • After hours: Morning priority flag

Step 2: Prioritize Response​

  1. Add Urgency Level:
    • CRITICAL: Same-day arrival
    • HIGH: 1-3 days out
    • URGENT: 4-7 days out

Step 3: Create Rapid Response Flow​

  1. Design Instant Communications
  2. Prepare Immediate Booking Path
  3. Configure Real-time Availability

SMS Template (Instant Response)​

URGENT: Your [Location] inquiry for [Dates]! I have last-minute availability. Can I call you now to confirm? Reply YES or call [Phone] - [Agent Name]

Email Template (Sent immediately with SMS)​

Subject: URGENT: Last-minute booking for [Property] available now

Dear [Guest Name],

Your inquiry for [Property] arriving [Date] requires immediate attention!

AVAILABILITY ALERT:
• Last vacancy for your dates: [Property Name]
• Other similar properties: [X] available
• Price: $[Amount]/night
• This inventory won't last the day

TO BOOK IMMEDIATELY:
1. Call/text me now: [Phone]
2. Click instant booking: [Direct Link]
3. Reply to hold for 1 hour

TIME-SENSITIVE INFO:
• Check-in can be as early as [Time]
• Full refund if canceled today
• Instant confirmation possible
• Same-day key pickup available

LAST-MINUTE BONUSES:
✓ No booking fees
✓ Free early check-in
✓ Digital keys today
✓ Priority treatment

THIS MESSAGE EXPIRES IN: 1 HOUR

I'm standing by to help now.

[Agent Name]
[Phone] | [Email]
[WhatsApp] | [Text]

Phone Script (Immediate Call)​

[LAST-MINUTE URGENCY SCRIPT]

Opening: "Hi [Name], this is [Agent] calling about your last-minute inquiry for [Dates]. Do you have 2 minutes? This is time-sensitive."

Rapid Assessment:
1. "Confirm dates: [Dates]?"
2. "How many guests?"
3. "Book by phone now?"

Availability Script:
"Good news! I have:
• [Property 1]: Available now for $[Rate]
• [Property 2]: Limited availability, $[Rate]
• [Property 3]: Last unit, $[Rate]

These won't last past today. Which interests you?"

Objection Handling:
→ "Need to discuss": "I'll hold it while you decide - 30 minutes?"
→ "Checking price": "This is our lowest available rate"
→ "Property concerns": "All have instant booking, what worries you?"

Urgency Close:
"To secure this, I need to book now. Ready with a card?
We guarantee satisfaction or full refund if you cancel today."

Follow-up Automation (If no immediate response)​

1-Hour Follow-up SMS​

Last chance! [Property] for tomorrow is getting inquiries. Hold it now? Call/text [Phone] or book: [Link] - [Agent]

4-Hour Follow-up Email​

Subject: Final availability notice for tomorrow's stay

[Guest Name],

Your opportunity for last-minute accommodation is expiring:

STILL AVAILABLE:
• 1 property matching your dates
• Others booking fast
• Rate holds until 5 PM

ACT NOW:
• Call: [Phone]
• Book: [Link]
• Text: "HOLD"

After 5 PM, we'll release to other guests.

Best regards,
[Last-Minute Coordinator]

Last-Minute Availability Matrix​

SAME-DAY AVAILABILITY PROTOCOL:

1-2 HOURS OUT:
• Must confirm by phone
• Instant digital keys
• Welcome packet emailed
• Local contact number

3-6 HOURS OUT:
• Quick online booking
• Automated instructions
• Self check-in options
• 24/7 support line

6+ HOURS OUT:
• Standard booking flow
• Property prep confirmed
• Welcome guide sent
• Personal greeting arranged

Special Last-Minute Packages​

Same-Day Arrival Package​

TONIGHT'S SPECIAL:
• 20% off standard rate
• Free late check-in
• Welcome amenity package
• Tomorrow breakfast delivery

Book by [Time] today only!

Emergency Booking Package​

STRESS-FREE ARRIVAL:
✓ Instant confirmation
✓ Mobile check-in
✓ Concierge assistance
✓ Grocery pre-stock ($50 credit)
✓ Airport transfer option

Premium rate: $[Amount]/night

Property Preparation Checklist​

RAPID READINESS CHECKLIST:

Immediate Tasks:
□ Confirm cleaning complete
□ Verify key access system
□ Test all utilities
□ Stock essentials
□ Program digital locks
□ Update guidebook
□ Alert neighboring properties

Guest Communication:
□ Send arrival instructions
□ Share emergency contacts
□ Provide local recommendations
□ Confirm arrival time
□ Share parking details

Best Practices​

  • Answer within 5 minutes maximum
  • Call before email (faster)
  • Offer multiple booking methods
  • Have backup properties ready
  • Create "instant book" options
  • Automate check-in process
  • Prepare properties early
  • Staff extra support personnel

Common Last-Minute Scenarios​

Same-Day Arrival​

TONIGHT'S ARRIVAL:
"Good news! I can confirm:
• Available: [Property]
• Check-in: Anytime after [Time]
• Entry: Keypad code sent now
• Price: $[Rate] including fees

Book now: [Instant Link]
Need help? Call: [Phone]"

Weekend Rush​

WEEKEND BOOKINGS:
"For arriving [Tomorrow]:
• Limited units remaining
• Best price today only
• No minimum stay
• Instant online booking

Reserve before noon: [Link]"

Holidays/Events​

EVENT AVAILABILITY:
"For [Event Name] weekend:
• SOLD OUT most properties
• I have 1 unit: [Property]
• Rate: $[Amount] (firm)
• Must book TODAY

Reserve: [Phone] or [Link]"

Measuring Success​

Key metrics to track:

  • Response time averages
  • Conversion rate by urgency level
  • Revenue from last-minute bookings
  • Customer satisfaction scores
  • No-show/cancellation rates
  • Average booking value

Red Flags to Watch​

  1. Scam Indicators:

    • Pressure for different payment
    • Offering to pay extra for urgency
    • Vague group sizes
    • Asking about security systems

  2. High-Risk Bookings:

    • Local bookings (potential parties)
    • Cash-only requests
    • No ID verification
    • Unreasonable requests