Allow control over system template automation
System templates are sent automatically to our Booking.com guests but some of them are irrelevant to our business or sent when they are not needed.
When a guest has paid via Booking.com virtual card, Hostfully has seen this as unpaid and sent the guest a payment link. The guest then paid twice. We then lost money refunding him.
Its also wasting our time trying to reassure people that they don't owe money or that we aren't trying to con them.
We need to have more control over these and should be able to turn off the automatic feature.
This feature has now be deployed to production. Users can now turn off the messages automatically sent by the systems using a toggle control on the System Templates page.
Note that templates which do not show a toggle button do not get sent automatically, but are templates for messages sent by property managers.
Aaron Jones commented
Not every business is the same and we should be allowed to control our templates. I dont want to know every guest coming to our properties. I dont want to our guests to have the option to not pay when booking. I dont need our guests to fill out anything extra before arrival. This should all be in the owners options to shut off.
I see this marked started.. Can someone tell us what the implementation plan is?
Jon Stewart commented
Many system templates are irrelevant to our guests and just cause confusion and extra work.
I do not understand why system templates have to be sent automatically....!? Why can't we turn them off ourselves.
Mike W commented
I agree, we should have full control of System templates and whether are used.
Julia Cook commented
I agree, we need to be able to turn off the automatic feature. It is confusing to the guests and time consuming for us.
Sidra Gross commented
I would love the feature to delay the automatic Airbnb response. The whole idea of the auto-bot was to improve response time for Airbnb and it's not working if Airbnb knows it's an auto-bot and will not be counted towards "host response time".
AdminTed Nguyen (Admin, Hostfully) commented
Thanks for your feedback. We've received it and will consider this for future improvements.
As a workaround, make sure that the guest has fully paid you on Booking.com then you can mark it as fully paid in the Pipeline to avoid this situation.
Liam Carolan commented
This happened to us and for any hosts based in UK/Europe would be a really handy thing for Hostfully to sort asap to avoid upsetting guests
They've recently added a Time >= before checkin option. This works well for us.
We have a "checkin message" trigger that fires <= 3 days before up to -6 hours after checkin time.
And a separate "thank you for booking" message which fires >= 4 days before checkin.
so the "thanks" message only goes out if the "checkin" message is longer than 24 hours away. so we don't send 2 messages in the same day.
I think this might solve your problem.
AdminThien (Admin, Hostfully) commented
Thank you for your idea, Sarah.
We have received your feedback. Our team will consider adding it next time they work on the product.
Sarah Karakaian commented
Right now when a guest books on Airbnb on the same day they're due to check in there is no way to not send them the "Booking Confirmed" message immediately followed by their Check-in Instructions. It would be great to have a feature where IF they book on the same day or the day before THEN do not trigger the Booking Confirmed and just send check-in instructions.
Also, it would be nice if we could set a delay with messages. Right now they're so immediate via Airbnb Messaging its coming across as automated and, in addition to that, we don't have time to cancel an automatic message if it's not appropriate for the situation. If we can apply a 15-30 minute delay that would allow us more control over our messaging.
AdminThien (Admin, Hostfully) commented
Thank you for your feedback. We have received your idea and will consider adding it next time we work on our templates. While waiting, the workaround for this is leaving those templates blank or modify them to make them do not look like a spam email. You can modify them in Templates & Triggers- System Templates
Laura D commented
Even with instant book on our direct booking website, guest receives a minimum of 3 emails - reservation confirmation, transaction confirmation and guidebook. This should all be grouped into 1 email, at least give us the option to do that. It's embarrassing and feels like we're spamming them.