📌 This article answers the following questions:
- How do I send an automated email after my guests have checked out?
- How can I ask for a review or suggest a future booking in the post-stay email?
- How many days after departure can the email be sent automatically?
- Can I customise the content of this email to suit my offers?
Why is this important?
Sending an automatic thank-you message allows you to:
Save valuable time: you no longer have to chase up emails – elloha takes care of it for you.
Boost your online reputation: make it easier for customers to leave reviews on Google My Business.
Build customer loyalty: offer an exclusive promo code to encourage a new direct booking.
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 post-stay message template
Select the ‘Post-stay’ message type.
Enter a Name for your template so you can easily identify it in your accommodation’s dashboard.
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 after your guests’ departure (for example: 1 day after departure).
Set the exact time for the message to be sent.
These settings allow you to send the right information at the right time, to make your guests’ departure easier and strengthen their loyalty.
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 business name as the sender so that your customers 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 point of 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: Customise your post-stay thank-you email
Configure the content of the automated email sent to your guests after their departure:
Enter your text in the composition field, thanking your guests for their stay.
Use the formatting tools to structure your message.
Step 8: Set up the invitation to leave a customer review
Automate the sending of a review request to your customers following their stay:
Enable the ‘Request a review on Google My Business’ option.
Enter the URL of your business listing in the designated field.
A “Leave a review on Google” button will automatically be included in your post-stay follow-up emails.
💡 Tip: To find this link, log in to your Google Business profile, select “Request reviews” and copy the short URL provided.
If you do not wish to request reviews via this tool, simply keep the option disabled.
Step 8: Offer a discount code
You can automate the sending of a discount voucher to your customers after their stay to encourage customer loyalty.
Enable the option to allow the automatic sending of a code valid on a future booking.
Select the voucher of your choice from the list of codes you have already set up (for example: special post-stay code).
If you do not wish to offer a discount, leave the option disabled.
💡 Tip: If you haven’t created a promotional code yet, check out our dedicated article to learn how to set them up.
Step 9: Set up the reply-to address and the template name
This configuration allows you to manage customer feedback and organise your message templates:
Reply-to address: enter the email address where you’d like to receive replies from your customers.
Template name: Give your message a title so you can easily identify it in your list of templates.
Step 10: 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.
Carefully review these elements to ensure they are clear before proceeding to publish.
Step 11: Save your template
Once you have finished entering your details, save your changes to make the message live:
Click the Save button.
Your template is saved and immediately ready for your customers to use.
You can return to this template at any time to edit its content as required.
Step 12: Track 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 points
Fully automated: Once published, elloha handles the sending process for each relevant booking.
Multilingual: Remember to translate your message for your international guests using the translation options.
Planning ahead: You can use the same method to create pre-stay messages and prepare for your guests’ arrival with peace of mind.