Guest messaging
Make every guest message part of a considered workflow.
The goal is not to automate every conversation. It is to make routine information clear, timely and easy to maintain.
STAYWORKBENCH
Practical systems
for smoother stays.
An independent editorial project for small holiday-let operations.
A useful sequence has clear moments
BookingConfirm the essentials and set expectations.
Pre-arrivalSend only what guests need to arrive confidently.
In-stayKeep help information findable and human replies available.
CheckoutMake departure simple and surface urgent information.
Keep the message library practical
Write messages as short building blocks, not long scripts. Record where property-specific details need to be added, and give every message a purpose.
Could a new team member understand when this message is sent, what needs personalising and what a guest should do next?
Review questions that keep returning
Recurring questions are operating insight. Some need a clearer pre-arrival message, some a better house guide and some show where an on-site detail is missing.