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How to create email templates and automations for your guests

Write a guest message once as a template, then create an automation that sends it at the right moment, for example a pre-arrival email one day after booking.

Overview

In Amenitiz, the message you send and the moment it goes out are set up separately:

  • A template is the message itself: subject, text, attachments and languages.

  • An automation sends a template to the right guests at the right moment, for example 3 days before arrival.

You can use one template in several automations, and pause an automation without losing its template.

Before you start

  • Attachments must be PDF, JPG or PNG files, up to 10 MB each.

  • Amenitiz sends the booking confirmation email after every booking. It is always on: you can add your own note to it, but you cannot pause, reschedule or delete it.

Step by step

Create a template

  1. Go to Messaging → Templates in the sidebar.

  2. On the Templates tab, click New template.
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  3. Enter a Name, for example Pre-arrival info. Guests do not see it.

  4. Enter a Subject. It is used for emails only.

  5. Write your Message. To add a guest detail such as the first name or the arrival date, click Insert guest detail and pick it. It appears as a blue chip and is filled in automatically for each guest.

  6. Check the Preview panel to see how the message will look.

  7. Optional: under Attachments, click Add file to attach house rules, directions or access instructions.

  8. Optional: click Language to add a version in another language. Click the Translate to button to fill it in automatically, read it through, then click Looks good.
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  9. Click Save. Amenitiz asks if you want this template to go out automatically. Click Create an automation to set it up now, or Not now to do it later.
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Create an automation

  1. Go to the Automations tab and click New automation.
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  2. In Message, pick the template to send, then click Continue.
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  3. In When, choose what the timing is based on: Booking confirmed, Arrival, Departure, Cancellation or Payment received.

  4. Set the timing. For a confirmed booking, a cancellation or a payment, choose Right away or a number of days later at a set hour. For arrival or departure, choose a number of days before or after, at a set hour. Times follow your property's time zone. For arrival or departure, the Last-minute bookings still get it box is ticked by default (see Important rules). Click Continue.
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  5. In Who, choose which bookings receive it. Every filter includes all bookings until you narrow it down: Room type, Booking channel (the list shows your booking engine, manual bookings, other bookings and only the channels connected to your property), Length of stay (minimum and maximum nights), Guest language and Payment.
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  6. Under How it reaches them, choose Email, OTA Messaging (Booking.com and Airbnb) or OTA Messaging if the guest email is not provided (Booking.com and Airbnb). Click Continue.

  7. In Check, review the summary, then click Turn it on. Nothing is sent until you do.
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📌 Note

The payment status is checked when the message is sent, not when it is scheduled.

Available guest details

Click Insert guest detail in the template editor to add any of these. Each one is replaced with the booking's real information when the message is sent.

  • Guest: first name, last name, title, phone number

  • Stay: arrival and departure dates, room name, number of guests, number of rooms, reservation number

  • Payment: total price, amount due, amount paid, extras total, payment status, payment method

  • Property: name, address, email, phone number

  • Online check-in: online check-in links and remote access links

How languages work

Amenitiz picks the language for each guest in this order:

  1. The guest's preferred language, if your property supports it

  2. The most common language of the guest's country

  3. Your property's default language

You only need to write each template once, in your default language. If a language version is missing, guests who speak that language receive your default version.

Important rules

  • Editing a template's text changes it in every automation that uses it. You cannot delete a template while an automation uses it.

  • To stop an automation without deleting it, switch it off in the On column of the Automations list.

  • If Last-minute bookings still get it is ticked, bookings made after the send time receive the message right after booking. It also covers bookings you already have: those already past the send time receive the message right after you turn the automation on. The Check step shows how many, for example Sends today to 12 reservations already past this point. Untick the box if you only want the message to go to future bookings.

  • Bookings without a guest email receive the message only if they come from Booking.com or Airbnb and you chose one of the OTA Messaging options. Bookings without an email from other channels, such as Vrbo or Expedia, receive nothing. Guests from those channels who do have an email receive it by email.

FAQs

Can I send automatic messages via WhatsApp?

No. Automated messages go out by email, Booking.com chat or Airbnb chat.

Can I use the same template in more than one automation?

Yes. The template list shows how many automations use each template.

Can I pause an automation?

Yes. Switch it off in the On column of the Automations list. The template stays as it is, and you can switch the automation on again at any time.

Can I change the booking confirmation email?

You can add your own note to it. Its subject, sender and timing are set by Amenitiz.

What file types can I attach?

PDF, JPG and PNG files, up to 10 MB each.

Is there a limit to how many templates I can create?

No, you can create as many templates as you need.

How can I check a template before guests receive it?

Use the Preview panel in the template editor. It shows the message with sample guest details filled in.

What happens to scheduled messages if the booking is cancelled?

They are cancelled automatically. To send a message when a booking is cancelled, create an automation based on Cancellation.

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