📌 This article answers the following questions:
- How do I set up an automated email to be sent before my guests arrive?
- How do I customise the content of the pre-stay email (access details, rules, instructions)?
- How many days before arrival can I send the automated email?
- Does the automated email also work for Airbnb and Booking.com bookings?
Why is this important?
The pre-stay email is a powerful tool for:
Reassure your guests: Confirm key details (address, access code) to allay any concerns.
Prepare for their arrival: Anticipate their needs (arrival time, specific requests).
Boost your revenue: This is the ideal time to offer your additional options and services (breakfast, bike hire, etc.).
Save time: Automate responses to frequently asked questions.
Follow the step-by-step guide
Step 1: Access automated messages
To start setting up your automated messages:
In the main menu on the left-hand side of your screen, go to the Marketing section.
Click on the Personalised Messages tab.
Click the ‘Create an automated message’ button at the top right of your screen.
Step 2: Create your pre-stay message template
Select the ‘Pre-stay’ message type.
Enter a Name for your template so you can easily identify it in your accommodation’s interface.
Click the Create button.
Step 3: Schedule the send time
Set up the trigger for your automated message to inform your guests before their stay:
Select the number of days before arrival (for example: 3 days before).
Set the exact time for the message to be sent.
These settings allow you to send the necessary information at the ideal time to make it easier to welcome guests to your accommodation.
Step 4: Configure the email settings
Set the details of your message for your guests:
Email subject line: Enter the subject line of your message as it will appear in the inbox.
Sender’s name: Enter the name that identifies the sender of the email.
💡 Tip: Use your establishment’s name as the sender so that your guests can recognise you straight away.
Step 5: Customise how your customers are addressed
Choose how your customers are addressed in the automated emails sent by elloha.
First name: to create a more personal feel.
First name and Surname: for a more formal and professional tone.
No title: for neutral communication.
💡 Tip: Adjust this setting according to your accommodation’s positioning to ensure your communications are consistent from the very first contact.
Step 6: Select the relevant offers
Decide which services this message applies to:
Select one or more offers for which this message is relevant.
Tailor your information to the type of stay booked by your guests.
💡 Tip: By targeting specific services, you can provide precise information (access instructions, special facilities) tailored to each property.
Step 7: Draft and personalise your message
Configure the content of your email and set its management settings.
Enter your text in the dedicated text box.
Use the formatting options to structure and organise your message.
Enter the email address where you want to receive replies from your customers.
Give your template a name so you can easily identify it in your settings.
Anticipate your guests’ needs by including practical information such as how to get there or arrival times at your accommodation.
Step 8: Preview your email
Use the on-screen preview to check how your message will look before sending it.
This preview allows you to check:
The subject line of the message.
The content and formatting of the text.
Your contact details.
💡 Tip: Read through these elements carefully to ensure they are clear before publishing.
Step 9: Save your template
Once you’ve finished entering your details, save your changes to make the message live:
Click the Save button.
Your template is saved and immediately ready for use with your customers.
You can return to this template at any time to edit its content as required.
Step 10: View your sent message history
Go to the ‘Sent Messages’ tab to view a full summary of your correspondence with your customers.
This section allows you to view:
The date each email was sent.
The case number associated with the communication.
The delivery status (to confirm successful delivery).
Use this history to keep a reliable record of your communications and check at any time that your customers have received their holiday details.
Take your customer experience a step further
Your customer relationship doesn’t end with the booking. You can create further automated messages to mark key stages in your guests’ journey:
Before the stay: To send the welcome booklet or access codes.
After departure: To request a review or offer a loyalty code.
In the event of a payment error: To help the guest finalise their booking stress-free.
💡 Tip: Do you welcome guests from all over the world? Use the translation feature to ensure your welcome message is displayed in your guests’ language.
Key takeaway
Automated messaging frees you from repetitive tasks whilst helping you maintain good customer relations.
A well-structured pre-stay email reduces the likelihood of unexpected issues on the day of arrival.
You can adapt this approach to thank your guests after their stay and ask for a positive review.