This process flow outlines the various email and text message templates used by Hosteeva for both Managed and Hosted listings, covering the entire guest journey from booking confirmation to post-stay feedback collection. There are currently 11 email and 9 text messages templates.
1. Initial Booking Confirmation:
- Trigger: Customer successfully completes booking.
- Action: System generates a confirmation email.
- Template: Confirmation email template.
- Content: Details regarding booking confirmation, rental dates, property information, and contact details for further assistance.
Initial Booking Confirmation Text Message
Dear {Guest Name}
Your {City Name} reservation is confirmed.
Your full itinerary details can be found at https://stage.hosteeva.com/o/c?fsl=1c3a12f6a96b9c1d
We will send you detailed check-in instructions one day prior to your check-in date.
Reservation Desk number:
+1 (650) 735-0080
2. Check-in Instructions:
- Trigger: Approaching check-in date (e.g., 2 days before).
- Action: System sends check-in instructions.
- Template: Check-in instructions template.
- Content: Detailed directions to the property, key retrieval process, parking instructions, and any additional pertinent information.
Check-in Instructions Text Message:
Dear {First Name},
Your {City Name} stay is coming up.
Your check-in is on Sun, Feb 04, 2024, anytime after 4:00 PM.
Address: 2310 North Ocean Blvd, Myrtle Beach, SC 29577, USA.
- Building : Meridian Plaza
- Floor : 7
- Room : 702
- Building entrance door code: 0227
- Room door code: 087057
- Pool code: 1111111
- Wi-Fi Name: Hosteeva
- Wi-Fi Password: sleeptight
For more detailed check-in information, please follow the link: https://stage.hosteeva.com/o/c?fsl=880ee5e91b4665d0
Reservation Desk number:
+1 (650) 735-0080
3. Checkout Instructions:
- Trigger: Day before or on the checkout date.
- Action: System sends checkout instructions.
- Template: Checkout instructions template.
- Content: Guidance on the checkout process, including cleaning instructions, key return procedure, and any specific requirements.
Check-Out Instructions Text Message:
Dear {Guest Name},
Don’t forget to check out before 10:00 AM or call us to extend your stay. Your full check-out details can be found at https://stage.hosteeva.com/o/c?fsl=4fa12b7a3f06ce0b
4. Door Codes:
- Trigger: Property equipped with door access codes.
- Action: System sends door code information.
- Template: Door codes template.
- Content: Instructions for using the door codes, including entry and exit procedures, and troubleshooting steps if necessary.
Door Codes Text Message:
Dear {First Name},
Please use the following door codes:
- Building entrance door code: 0227
- Room door code: 087057
- Pool code: 1111111
Team Hosteeva
5. Cancellation Email:
- Trigger: Customer cancels booking.
- Action: System generates a cancellation email.
- Template: Cancellation email template.
- Content: Confirmation of cancellation, refund details (if applicable), and information on any cancellation fees.
6. Credit Card Update Request:
- Trigger: Invalid or expiring credit card details.
- Action: System sends credit card update request.
- Template: Credit card email template.
- Content: Request for updated credit card information to process payment.
CC Update Request Text Message:
Dear {Guest Name},
We are reaching out to you regarding your booking in Myrtle Beach. Unfortunately, the payment method you provided did not go through, but you still have a reservation. In order to avoid having your reservation canceled, please update your payment info as soon as possible here: https://stage.hosteeva.com/gc/index?rdd=1&blid=59765834&token=gutxnTQu&id=2548128&blid=59765838.
7. ID Request Email:
- Trigger: Additional verification required.
- Action: System sends ID request email and text message.
- Template: ID request email and text template.
- Content: Request for identification documents to verify guest identity and comply with rental regulations.
ID Request Text Message:
Hi {First Name},
Thank you for booking! One last step to confirm your reservation. We ask all first-time guests to complete a short verification form as part of your “virtual check-in” process. Please verify now at: https://stage.hosteeva.com/j/g/8D0KUCod?blid=59764776.
Your reservation could be canceled if this form is not completed promptly after your reservation is received.
8. Early Check-In Special Offer Email:
- Trigger: Availability for early check-in.
- Action: System sends early check special offer email.
- Template: Early check special offer email template.
- Content: Invitation for early check-in with any associated discounts or offers.
Early Check-In Special Offer Text Message:
Hi {First Name},
We're offering early check-in that allows you to have access to your rental starting at 10 am local time. For just $28, you'll have early access to your property. Get early check-in now: https://www.hosteeva.com/gc/createIntent?id=2548253&token=NRzGjYZV&pt=1&offer=1
9. Late Checkout Special Offer Email:
- Trigger: Availability for late checkout.
- Action: System sends late checkout special offer email.
- Template: Late checkout special offer email template.
- Content: Invitation for late checkout with any associated discounts or offers.
10. Gap Day Extension Email:
- Trigger: Gap day available between bookings.
- Action: System sends gap day extension email.
- Template: Gap day extension email template.
- Content: Notification of available gap day with any associated discounts or offers to extend the stay.
Gap Day Extension Text Message:
Hi {First Name},
Your vacation in {City Name} is coming to an end, and we have a special deal!
Would you like to add another night on December 26th, 2023 to your existing reservation by paying only
$404.30? (taxes included, no extra fees!)
Link https://www.hosteeva.com/e?uid=be359f901ae4c59b&bid=2542993
11. Survey Email:
- Trigger: After guest checkout.
- Action: System sends survey email.
- Template: Survey email template.
- Content: Invitation for guest feedback through a survey to improve services.
