Hospitable (formerly Smartbnb) Message Setup Guide

We will refer to this page to set up your guest message flow with Hospitable

Table of Contents

  1. Learn about the Autohost Process Flow

  2. Learn about Autohost Stargate

  3. Set up your Message Templates

    1. AH Booking Confirmation

    2. AH Reminder 1 & 2

    3. AH Check-In Instructions

Learn about Autohost Process Flow

 

Autohost Process Flow

To learn more about the process flow, refer to this help center article

Learn about Autohost Stargate

Autohost Stargate is an email relay system.

Its purpose is to act as a gatekeeper in your online communications with guests, which allows Autohost's Screening AI to complete risk analysis on the guest. The results of this analysis will determine whether or not to release the check-in instructions.

Stargate uses verification-dependent filters to release (or withhold) specific messages (i.e. check-in instructions or house manuals).

To learn more about Stargate, refer to this help center article.

This is your current message flow: 

Hospitable > Guest

Your pre-check-in messages to guests are set up and sent by Hospitable.

This is your new message flow:

Hospitable > Autohost > Guest

Your pre-check-in messages to guests will first pass through Autohost Stargate, to ensure the right conditions are met before the messages are released to the guest.

Set up your Message Templates 

First, let's create our messages by following the instructions below. Label the messages, as follows: 

  1. AH Booking Confirmation

  2. AH Reminder 1 & 2

  3. AH Check-In Instructions

1. AH Booking Confirmation

Activation Steps:

  1. On Hospitable, go to Guest experience > Messaging rules.

    Screenshot_Where to Locate Messaging Rules on Hospitable

  2. Click + Add new.

    Screenshot_How to Add New Message Rule on Hospitable-1


  3. Select "After a new reservation".

    Screenshot_How to Add New Message Rule on Hospitable (1)

  4. Proceed to fill out the message template, as follows:

Message:

Hi %guest_first_name%,

Thank you for booking a stay with us.

Here are your reservation details:

%listing_name%
Check-in: %check_in%
Check-out: %check_out%

To receive your check-in instructions, complete our secure Guest Verification portal below:

https://verifyhub.org/%reservation_code%

We look forward to hosting you!

Thanks,
%host_first_name%

Screenshot_How to Add New Message Rule on Hospitable (2)-1

Under Settings, select this:

Require guest verification

Screenshot_How to Add New Message Rule on Hospitable (3)

 

Timing:

30 minutes

Screenshot_How to Add New Message Rule on Hospitable (4)

Under Scope, select:

your desired platforms.
your desired hosts.
your desired properties.

Screenshot_How to Add New Message Rule on Hospitable (5)

Now, scroll to the top, and review for spelling and error.

Once reviewed, turn the toggle 'on' to enable the new message rule (see image below). Your new message template has now been set up. 

Screenshot_How to Toggle On A Messaging Rule on Hospitable

2. AH Reminder 1 & 2

Activation Steps:

  1. On Autohost, go to Guest Portal > Messages.

  2. Review message copy for the following Reminders to confirm it reflects your company language and branding:

    1. Reminder 1

    2. Reminder 2

  3. Once reviewed, click on the individual toggle of each message to enable them (see images below).

    Screenshot_How to Toggle On Reminder Messages on Autohost-1

Here's what Reminder 1 should look like:

Screenshot_How to Set Up Reminder 1 Message on Autohost-1

 

Here's what Reminder 2 should look like:

Screenshot_How to Set Up Reminder 2 Message on Autohost

3. AH Check-In Instructions

Depending on your guest check-in process, you can choose to set up your Check-In Instructions message in one of two ways:

Option 1: Set up the message on Hospitable

Activation Steps:

  1. On Hospitable, go to Guest experience > Messaging rules.

    Screenshot_Where to Locate Messaging Rules on Hospitable

  2. Click + Add new.

    Screenshot_How to Add New Message Rule on Hospitable-1

  3. Select Before check-in.

    Screenshot_How to Add New Message Rule on Hospitable (View of Selection Popup)

  4. Proceed to fill out the message template, as follows:

Message:

Hi %guest_first_name%,

Thank you for verifying your reservation. We look forward to hosting you!

Here are your check-in details:

[INSERT CHECK-IN DETAILS HERE]

Thanks,
%host_first_name%

Screenshot_How to Add New Message Rule on Hospitable (CI)

Under Settings, select this:

Require guest verification

Screenshot_How to Add New Message Rule on Hospitable (3)

Timing:

24 hours before check-in date

Screenshot_How to Add New Message Rule on Hospitable (CI - Timing)

Under Scope, select:

your desired platforms.
your desired hosts.
your desired properties.

Screenshot_How to Add New Message Rule on Hospitable (5)

Now, scroll to the top, and review for spelling and error.

Once reviewed, click on the toggle to turn 'on' the new message rule (see image below). Your new message template has now been set up.

Screenshot_How to Toggle On A Pre CheckIn Messaging Rule on Hospitable

Option 2: Set up the message on Autohost

Activation Steps:

    1. Go to Guest Portal > Messages.

    2. Click on Check-in Instructions. Review and edit message copy according to your company language, tone, and branding.

    3. Once edited, click on the toggle to turn it 'on' (see image below).

      Screenshot_How to Toggle On Check-In Instructions Message on Autohost


Note:

  • If you choose to enable the check-in instructions directly in Autohost, please remember to disable them in Hospitable.
  • If your Guest Portal is hosted on a white-labelled URL, be sure to insert it in place of the generic link (https://verifyhub.org). Contact your Autohost Account Manager for information.
  • Each message sent through Stargate must have an #AHP# code snippet.
  • Each code snippet must be unique. If two messages have identical code snippets, Stargate will be forced to ignore one of them.
  • A message can have only one #AHP# code snippet. If you need to send multiple
    messages, you may create separate messages, and add a new code snippet.
  • The #AHP# code snippet must be the last line of text.

What does it mean to be verified by Autohost?

If a reservation has been verified, that means it showed a very low-risk score and successfully passed all of Autohost's verifications, validations and smart tests. For more about our verification statuses, check out this help center article.