Email communication with customers can be one of the most time and energy-consuming task that has to be carried out daily. From confirmations to a welcome home message, there are several steps in this communication flow that are equal for every booking. With Bookinglayer you can configure an email automation flow to trigger an adequate email at each step of the process.

First, let's clarify three concepts:

  • Rule: The condition that will trigger a certain email template.

  • Email template: The email subject and body the customer will receive which is complemented with tags.

  • Tag: A label that will automatically adjust to refer to booking terms or customer details.

There are many ways to configure your email automation flow as you can create custom templates and configure each rule to your needs. Here, we provide an example that, from our experience, believe is highly effective when it comes to providing customers with the necessary information and reducing “manual” communication.

The process can begin at two different points, since you may receive a Booking Engine (previously Frontoffice) automatic booking or a booking request that requires back and forth emails with the customers until the terms are agreed. However, after this step, each rule can be triggered regardless of the source of the booking. The diagram relates each event with email templates to form automation rules. Below you can find an explanation of each step.

*Events in connectors/email templates in boxes

Backoffice booking offer

After an email request and conversation with the client, you may reach the point in which the customer is decided to book. At this moment you can create the booking with the agreed terms and offer your client a spot to book by sending a summary of the terms and a link to a customer portal in which they can confirm during a limited amount of time.

By creating an email rule that sends your “Backoffice booking offer” template to the customer you can begin with the automatization of the booking process. Using email tags will automatically customize the email with the correct information and links. Limit this rule to Pending bookings created through the Backoffice so it is immediately triggered when you change them to this status.

Here is an example of how this email could look like:

Booking Engine booking auto-reply

Ideally, most bookings will come through your Booking Engine, meaning no back and forth emails with the customer are needed to receive the booking. The check-out will be different depending on if payment is required or not. Let's suppose payment is required and we grant the customer three days to do it.

Immediately after booking an email can be automatically sent to the customer with a summary of his booking and a payment form, requiring payment within three days. For this, we need to configure an email rule that sends our “Booking Engine booking reply” template immediately after bookings for Booking Engine bookings with a Pending status.

Here is an example of how this email could look like:

Deposit reminder

When an immediate payment is not required it may happen that the expiration time of a booking is close and the customer hasn’t yet done his deposit payment. We can create a rule that automatically sends a “Deposit reminder” template to the customer to advise the booking will expire soon.

A good moment to do this would be 24h before it expires. So, if bookings expire in three days we can configure the rule to trigger 2 days after the booking was made if the status remains Pending. This can work for unconfirmed Booking Engine and Backoffice bookings.

Here is an example of how this email could look like:

Deposit confirmation

Once your customer has fulfilled the deposit payment, or you have registered it through the Backoffice in case of a bank transfer, you can automatically notify them their booking is confirmed. Your “Deposit confirmation” template can be sent by a rule configured to trigger immediately after payment for bookings that now have a Deposit status.

Here is an example of how this email could look like:

Travel reminder

When their check-in date is close customers may have many questions, which can take a considerable time to answer. Anticipate these questions and save time by automatically sending a “Travel reminder” to your guests with all the info they need for their trip. A good moment to trigger this email would be 1 week before arrival.

You can configure a rule that triggers 7 days before check-in for all bookings that are confirmed.

Here is an example of how this email could look like:

First night

Unhappy guests or difficult situations can be avoided by letting your customers know you are there for them since the beginning of their stay. A good idea could be to reach your guests after their first night to wish them a nice stay and encourage them to contact you if something is not going right.

This can be done by simply creating a rule that triggers an email template 1 day after check-in.

Here is an example of how this email could look like:

Welcome home

You can engage your customers by reaching them after their stay; you can simply wish them a nice return, ask for a review, or even give them a discount for a future booking.

To do this, create a rule that triggers your "Welcome home" template 2 days after check-out.

Here is an example of how this email could look like:

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