Introduction
Every guest interaction requires communication: confirmations, reminders, thank-yous, review requests. Automation ensures these happen consistently while freeing you for more meaningful work.
Messages to Automate
Transactional (Essential)
- Booking confirmation
- Payment receipts
- Cancellation confirmations
- Modification confirmations
Pre-Arrival (Recommended)
- 1 week before: Trip preparation tips
- 2-3 days before: Check-in details, directions
- Day of: Welcome, final reminders
Post-Stay (Recommended)
- Same day: Thank you message
- 3-5 days after: Review request
- Seasonal: "We miss you" / rebooking prompt
Automation Benefits
Consistency: Every guest receives the right information Timeliness: Messages send at optimal moments Personalization: Name, dates, site included automatically Time savings: Once set up, runs without effort
Setting Up Automation
Step 1: Map Your Timeline
- When should each message send?
- What triggers each message?
- What information should each include?
Step 2: Create Templates
- Write base content
- Add personalization fields (name, dates, site)
- Review for tone and clarity
Step 3: Configure Triggers
- Booking created → confirmation
- X days before → reminder
- Check-out → thank you
Step 4: Test Thoroughly
- Send test messages to yourself
- Verify all fields populate
- Check timing accuracy
Sample Automation Flow
BOOKING MADE → Instant confirmation
↓
7 DAYS BEFORE → "Getting ready for your trip"
↓
2 DAYS BEFORE → "Almost time! Check-in details"
↓
CHECK-OUT DAY → "Thanks for staying!"
↓
3 DAYS AFTER → "Mind leaving a review?"
↓
11 MONTHS AFTER → "Time to plan your next trip?"
Best Practices
- Don't over-communicate (4-6 messages per stay max)
- Keep messages helpful, not marketing-heavy
- Always include contact information
- Make it easy to reply with questions
- Review and update templates annually
Key Takeaways
- Automation ensures consistent communication
- Focus on transactional and pre-arrival messages first
- Personalization makes automation feel human
- Test everything before going live
Keepr includes built-in automation for confirmations, reminders, and follow-ups. Automate your communication at campreserv.com