Tip Tuesday #2: Using messaging tools to improve guest satisfaction and save you time


Hi Community members!  My name is Aaron and I’m one of the Account Advisors who shares advice on making the most of your listing on Booking.com. I’m an account manager in our Australia team and am really passionate about setting up our partners for commercial success!

In this week’s “Tip Tuesday” post, I wanted to share a few tips on how you could use our messaging tools to make a good first impression with guests (while saving you time!).

Did you know that you can set up automatic replies to frequent guest questions like early check in request?  Or that you can set up scheduled personalised templates like welcome messages?  

These automatic responses means guests' questions are answered quickly, leading to higher guest satisfaction, while saving you the time to reply. You can even track your response rates by monitoring your reply scoreYou can learn more about the options available to you by visiting our Partner Hub, or diving straight into your messaging settings.

What do you include in your guest messages? Inspire your fellow partners in the comments below.  





For messaging templates we could do with option to create custom categories , which in turn can remove the schedules limit, which is way too small.


Kind Regards

Aaron Account …

Hi BrookAve,


Thank you for your question and contributing to the community so frequently! 


Our template topics are based on the most commonly asked guest enquiries. As we are a global website, we also need to cater to a broad range of requests. 


How many templates do you send? Pre-arrival messages are great at maintaining communication and limiting any confusion of your policies and procedures. However, it is also important not to overload an arriving guest with too much information.


Is there information you can provide on check-in? If you offer a self check-in service can you provide a booklet to answer any in-stay questions?


Kind regards,

Aaron B.




M Adamopoulou

Hi Aaron,

Personalized templates are very helpful and I have been using them from the moment I started hosting.

As soon as I receive a reservation a personalized  welcome template is send to my guests.

I have scheduled templates with extra house rules, driving instructions, arrival greetings etc.


Aaron Account …

Hi M Adamopoulou,


Thank you for your feedback!


It's great to hear you find the templates useful. The personalised touch can definitely make your guests feel a bit more special.


Kind regards,

Aaron B.