Article summary: You can automatically send your arrival and departure instructions to your guests. Write them once per accommodation type, then insert them with a tag in your pre-stay email (arrival) and post-stay email (departure). These emails are sent for your direct reservations; for Booking.com, Expedia or Airbnb guests, schedule your instructions from the distributor.
The question
"If I want to send arrival and departure instructions through the platform, can I, and if so, where do I go?"
The short answer
Yes. Write your instructions in each accommodation type, then insert the {#checkin_instruction} (arrival instructions) and {#checkout_instruction} (departure instructions) tags in your pre-stay email and post-stay email. Each guest automatically receives the instructions for the unit they booked.
Step 1: write your instructions for each accommodation type
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Click Management of my property > Rooms, then GO TO PAGE in the ROOM CATEGORIES tile.
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Click the pencil icon of the accommodation type, then open DISPLAY & SERVICES under Optional settings.
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Click the pencil icon of the Arrival instructions and Departure instructions fields, write your instructions in each language (FR, EN… tabs), click Validate, then SAVE.
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Repeat for each accommodation type.
Step 2: insert the instructions in your emails
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Click Management of my property > Configuring my emails, then GO TO PAGE in the CLIENT STAY EMAILS tile.
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Click Email before stay. In Delays, choose the number of days before arrival (0 = same day), then the Sending time.
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To the right of the email body, type instruction in the Tag email body search, then click Arrival instructions {#checkin_instruction} to insert it.
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Write your text. The subject and body must be filled in in French and English before you can save.
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Switch the toggle to Enabled, check the preview with the eye icon, then click SAVE.
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Do the same in Email after stay with the Departure instructions {#checkout_instruction} tag. To send it on the day of departure, enter 0 in Delays.
Good to know: you can attach one file to each email (6 MB maximum), for example a map. The instruction tags are also available in the booking confirmation email.
Booking.com, Expedia and Airbnb guests: pre-stay and post-stay emails are sent for your direct reservations. For distributor guests, schedule your instructions from the distributor's extranet:
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Booking.com: also approve your sending address and the links in your messages, otherwise they won't reach the guest: Understanding messaging security settings.
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Expedia: authorise your sending address in Partner Central (Expedia help: "About the guest email alias").
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Airbnb: use scheduled quick replies in Airbnb messaging: Airbnb help article 2897 (scheduled quick replies).
See also: Why are pre-stay and post-stay emails not delivered to guests who booked through a distributor?
Tutorials with screenshots: