Automated Guest Communications

Airflow Integrated — Automated emails that make your guests feel looked after, without you lifting a finger.

The right message at the right time

Great hospitality is about anticipation — giving guests what they need before they ask. But manually sending check-in instructions, welcome messages, and follow-ups for every booking is exhausting, especially when you manage multiple properties.

Airflow automates this entire communication timeline. You set it up once, and every guest gets a consistent, professional experience.

The communication timeline

Airflow supports triggered emails at key moments in the booking lifecycle:

Booking confirmed

Sent immediately when a booking is created. Includes booking summary, property details, and a link to the guest portal where they can manage their trip.

Pre-arrival

Sent 7 to 48 hours before check-in (you choose the offset). This is where you share:

Directions and parking information
Local recommendations
What to bring
Weather expectations

Check-in day

Sent on the morning of check-in. The practical details:

Access codes and key collection
WiFi password
Emergency contacts
House rules reminder

Mid-stay

An optional check-in during the stay. A simple "How's everything going?" that shows you care and catches issues early.

Post-checkout

Sent after check-out. Thank the guest, ask for feedback, and invite them to book directly next time (with a link to your Airflow Direct website).

Review request

A follow-up requesting a review on your preferred platform. Timed to arrive when the stay is still fresh in memory.

Balance due

If a deposit was collected and the remaining balance is approaching its due date, an automated reminder is sent with a payment link to the guest portal.

How it works technically

Each automation trigger is configured with:

Offset — when to send relative to the trigger event (e.g., 2 days before check-in)
Template — customisable content with dynamic tags
Sending method — via your connected Gmail, Outlook, or Mailgun
Frequency limits — maximum send count per property to prevent spam

Dynamic tags

Templates support personalisation tags that are replaced with real booking data:

{{guest_first_name}} — the guest's first name
{{booking_reference}} — the confirmation code
{{check_in_date}} — formatted check-in date
{{check_out_date}} — formatted check-out date
{{property_name}} — the resource name
And many more

Sent from your email

When you connect Gmail or Outlook, automated emails are sent from your actual email address. Guests see your name, your email — not a generic "noreply@" address. This builds trust and ensures replies come back to you.

If Gmail or Outlook isn't connected, emails are sent via Mailgun with your branding.

Branded emails

Every automated email uses your branding:

Your logo and business name
Your colour scheme
Professional HTML layout with a plain-text fallback
A "Manage your Trip" button linking to the guest portal

The emails are designed to look like they came from a well-organised host — because they did.

Activity logging

Every automated email is logged in your portal's activity timeline. You can see:

What was sent and when
Which guest received it
Which booking it relates to
The sending method used

Nothing happens in the dark. Every action is visible.