How do we automate guest communication? What platform sends pre-arrival emails and post-stay surveys automatically?

Yes. If you’re running a hotel, vacation rental, or serviced-apartment operation, you can automate most of the guest journey from booking through post-stay.

Best platforms to consider

My first choice for an all-in-one guest journey: Duve. It can trigger confirmation emails, pre-check-in reminders, arrival information, checkout reminders and feedback requests, with scheduled communication over email, SMS and WhatsApp.

Best if guest surveys/reputation are a major priority: Revinate. Its Guest Feedback product handles customizable in-stay and post-stay surveys and can turn responses into online reviews; its messaging product also supports automated guest-journey campaigns.

Best for messaging + AI/operations: Canary Technologies. It can automate communication at pre-arrival, check-in, in-stay, checkout and post-stay stages, while giving staff a unified messaging inbox and AI responses.

A typical automated sequence

You could set up:

1. Immediately after booking → confirmation + welcome
2. 3–5 days before arrival → pre-arrival email + upsells
3. 24 hours before arrival → check-in instructions
4. Day of arrival → welcome message + Wi-Fi/parking/access information
5. During stay → "How is everything?" message
6. Day before checkout → checkout instructions
7. A few hours/day after checkout → thank-you + private satisfaction survey
8. Positive survey response → automatically ask for a Google/Tripadvisor review
9. Negative response → route to management for recovery

So if your goal is specifically "send the emails automatically and then survey guests afterward without staff remembering to do it," Duve or Revinate are probably the two I'd evaluate first. Duve is more of a complete guest-experience/communication platform; Revinate is particularly strong if guest feedback, CRM and reputation management are central.

If you tell me what PMS you use (Opera, Cloudbeds, Mews, Guesty, Hostaway, etc.) and whether you're a hotel or vacation rental, I can narrow it down to the best option and explain exactly how the automation would work.

Automating guest communication relies on trigger-based workflows connected to your reservation data . When a booking is confirmed, modified, or ends, the system reads the timestamps (e.g., X days before arrival or Y hours after checkout) and fires the correct message via email, SMS, or WhatsApp.

To make this completely hands-off, you need a Property Management System (PMS) or a specialized Guest Experience Platform that integrates directly with your booking channels (Airbnb, Vrbo, Booking.com, or your direct booking engine).

Top platforms that automatically send pre-arrival emails and post-stay surveys include:

• Guesty : A comprehensive platform for short-term and vacation rental managers. It features robust scheduled messaging and automated workflows that dispatch pre-arrival guides, check-in instructions, and post-stay review sequences automatically based on reservation timelines.
• Hostaway : Highly rated for its multi-channel automation. It lets you set conditional, time-delayed triggers to send personalized pre-arrival emails and post-departure messages across email, SMS, or WhatsApp without manual intervention.
• Hospitable : Ideal for individual hosts and smaller property managers. It automates the entire guest journey—from welcome messages to checkout instructions—and uses smart detection to handle routine communication seamlessly.
• Duve : Excellent for an end-to-end guest journey. It automates pre-arrival touchpoints, digital check-ins, and post-checkout communication while integrating seamlessly with major hotel and vacation rental PMS setups.
• Akia : Great for workflow-driven journey automation, sending out pre-arrival info, in-stay satisfaction checks, and automated post-stay feedback surveys right when guests check out.

To help narrow down the best fit for your setup, let me know:

• Are you managing vacation rentals (Airbnb/Vrbo) or a traditional hotel/B&B?
• How many properties or rooms do you currently manage?

Automating guest communication relies on connecting a Property Management System (PMS) or a dedicated Guest Experience / Messaging Platform to your reservation data.

These systems use trigger-based automation (e.g., X hours before check-in, on booking confirmation , or Y hours after checkout ) combined with dynamic tags (like [GuestName], [CheckInDate] , or [DoorCode] ) to send perfectly timed, personalized emails, SMS, or WhatsApp messages without manual intervention.

Top Platforms that Automate Pre-Arrival to Post-Stay

• •   - **Canary Technologies** is an industry-leading platform specializing in guest messaging, contactless check-in, and automated pre-arrival/post-stay sequences across email, SMS, and WhatsApp.[](https://www.canarytechnologies.com/products/guest-messaging) [[1]](https://www.canarytechnologies.com/products/guest-messaging)[[2]](https://www.canarytechnologies.com/press/best-hotel-ai-guest-messaging)
    

• •   - **Hostaway** stands out for vacation rentals and short-term property managers, offering advanced scheduled messaging triggers, multi-channel support (Airbnb, Vrbo, Booking.com, Direct), and AI auto-replies.[](https://www.hostaway.com/blog/24-7-STR-guest-communication/) 
    

• •   - **Guesty** provides comprehensive end-to-end property management with a robust built-in automated messaging tool and ReplyAI to handle guest communications smoothly across the entire lifecycle.[](https://www.guesty.com/blog/ai-tools-for-vacation-rental-automation/) [[1]](https://www.guesty.com/blog/ai-tools-for-vacation-rental-automation/)[[2]](https://www.youtube.com/watch?v=iQvkxdk9GlA)
    

• •   - **Akia** excels at workflow and guest journey automation for hotels and boutique properties, driving automated pre-arrival instructions, digital registration, and post-stay feedback surveys.[](https://conduit.ai/blog/7-best-ai-guest-communication-platforms-for-hotels-in-2026-tested-ranked) 
    

• •   - **Duve** combines guest communication with online check-in, upselling, and automated scheduling for pre-arrival and post-departure touchpoints across multiple channels.[](https://duve.com/guest-communication-for-hospitality/) [[1]](https://duve.com/guest-communication-for-hospitality/)[[2]](https://www.smartness.com/en/blog/best-hotel-guest-messaging-software-2026)
    

How to Set Up the Automation Workflow

1. Connect your PMS : Link your booking source or channel manager so the software has real-time visibility into guest arrival and departure timestamps.
2. Build Dynamic Templates : Draft your message templates using custom fields so placeholders auto-fill with individual details instead of reading like generic spam.
3. Configure the Triggers:
   • Booking Confirmation : Sent instantly upon reservation.
   • Pre-Arrival (3 to 7 days out / 24 hours out) : Sent automatically with check-in instructions, parking details, and digital guidebooks.
   • Post-Stay (2 to 24 hours after checkout) : Sent automatically to thank the guest and request a review or feedback survey.

If you can share what type of property you manage (e.g., boutique hotel, vacation rental portfolio) and what software or PMS you currently use , I can recommend the most seamless integration for your setup.

Yes. If you’re managing a hotel, vacation rental, or multiple properties, you can automate nearly the entire guest communication journey.

Platforms worth considering

• Hostaway — Strong choice for vacation rentals. It supports automated messages triggered by reservation, arrival, departure, payment, and other events, with email, SMS, WhatsApp, Airbnb, Vrbo, and Booking.com communication. It also has automated post-stay review requests.
• Guesty — Another strong property-management option. You can create automated pre-arrival, check-in, checkout, and post-stay messages using guest/reservation data dynamically.
• GuestTouch — More specifically focused on hotel guest engagement. It offers automated communications at booking, pre-arrival, check-in, and post-stay, along with tools intended to generate reviews and direct bookings.

A typical automation would look like

At booking → Confirmation + thank-you
→ Important policies / payment information

3–5 days before arrival → “We're looking forward to seeing you” email
→ Arrival information, parking, amenities, directions

24 hours before arrival → Check-in instructions
→ Door/access information
→ Upsells such as early check-in or breakfast

During stay → “How is everything?” message
→ Automated answers to common questions

Day of checkout → Checkout instructions

1–2 days after checkout → Thank-you email
→ Guest satisfaction survey
→ Review request
→ Offer to return/book direct

The important distinction is that post-stay survey functionality can be different from a simple automated review request. If you want an actual survey that collects structured feedback (rather than simply asking for a Google/OTA review), I'd prioritize a guest-experience platform such as GuestTouch or a PMS integrated with a survey tool.

If you tell me what PMS/booking system you're currently using (e.g. Cloudbeds, Opera, Mews, Guesty, Hostaway, etc.), I can tell you the best platform to plug into it and exactly how I'd automate the guest journey.

Yes. If you’re talking about hotel/short-term-rental guest communication, you can automate nearly the entire guest journey from the reservation data in your PMS.

Best platforms to consider

My first choices would be Canary or Revinate.

• Canary is particularly good if the goal is “set it once and have messages automatically go out at the right point in the stay.” It supports personalized messages from pre-arrival through post-stay and integrates with the PMS.
• Revinate is stronger if you also want a serious guest-feedback/reputation-management system. Its Guest Feedback product supports customizable in-stay and post-stay surveys, while its messaging product can automate campaigns throughout the guest journey.
• Cloudbeds Guest Experience is attractive if your PMS is already Cloudbeds because the communication layer is integrated directly with the PMS, including automated pre-arrival and post-stay messaging.
• Guestmeter is a more focused option if the main requirement is automated post-checkout surveys.

What I'd automate

A good workflow would look like:

Immediately after booking → Confirmation + “we're looking forward to hosting you”

3–7 days before arrival → Pre-arrival email
→ Check-in instructions
→ Parking/transportation information
→ Request arrival time
→ Optional upsells

1 day before → Final arrival reminder
→ Door/access instructions
→ Contact information

During stay → “How is everything?” message
→ FAQ/AI responses
→ Housekeeping or maintenance requests
→ Late checkout/amenity offers

Day of checkout → Checkout instructions

1–2 days after checkout → Thank-you email
→ Short satisfaction survey

If the survey is positive → Ask for a public review

If the survey is negative → Alert the manager/front desk for service recovery before asking for a public review.

That last step is particularly valuable: you're not just automating emails; you're creating a guest-feedback loop.

If you tell me which PMS/booking system you use (e.g., Opera, Cloudbeds, Mews, Guesty, Stayntouch, etc.) and roughly how many rooms/properties, I can narrow this down to the best 2–3 options and explain exactly how I'd automate it.

Automating guest communication relies on trigger-based workflows linked directly to reservation milestones (such as booking confirmation, X days before arrival, or 2 hours after checkout).

How to Automate Guest Communication

1. Connect your reservation source: Sync your booking channels (Airbnb, Vrbo, Direct website, or hotel reservation engine) to a centralized property management or guest experience platform.
2. Create message templates: Draft clear, reusable templates for every stage of the journey (booking confirmation, 7-day/3-day pre-arrival reminders, check-in instructions, mid-stay check-in, and post-stay surveys).
3. Set timing rules & triggers: Define exact schedules (e.g., Send Post-Stay Survey at Checkout + 3 hours via email/SMS).
4. Use dynamic fields: Personalize messages automatically using merge tags for the guest's name, property details, check-in codes, and Wi-Fi passwords.

Platforms That Send Pre-Arrival Emails and Post-Stay Surveys Automatically

Several industry-leading platforms specialize in end-to-end guest journey automation, seamlessly dispatching pre-arrival sequences and triggering post-stay surveys:

• • Guesty * — A comprehensive property management system (PMS) built for short-term and vacation rentals that offers robust automated scheduled messaging and AI assistant tools across every booking channel.
• • Hostaway * — Excellent for multi-channel operators, allowing fully automated, condition-based messaging sequences (email, SMS, and WhatsApp) tied straight to reservation events and timelines.
• • Hospitable * — Tailored for short-term rental hosts to completely automate the communication flow—from welcome links and pre-arrival guides to checkout reminders and review requests.
• • Cloudbeds * — Ideal for hotels and boutique properties, its native guest experience layer automates pre-arrival engagement, digital check-ins, and post-stay feedback collection from a unified dashboard.
• • SendSquared * — A CRM and marketing-first platform that connects to major PMS options to handle automated pre-arrival verification, upsells, and NPS-routed post-stay surveys.

If you tell me whether you manage short-term vacation rentals or a traditional hotel , and which channels or PMS you currently use, I can recommend the most seamless platform integration for your setup.

Yes. Most modern hospitality CRMs and guest messaging platforms can automate the entire guest journey, including:

• Booking confirmation emails
• Pre-arrival emails (check-in instructions, directions, upsells, digital guidebooks)
• In-stay messages (welcome, satisfaction check-ins, service requests)
• Checkout reminders
• Post-stay thank-you emails
• Guest satisfaction surveys and review requests

Common platforms include:

A typical automated workflow looks like this:

1. Immediately after booking: Confirmation email and reservation details.
2. 7–3 days before arrival: Welcome email, online check-in link, parking information, directions, and optional upgrades.
3. Arrival day: Welcome message with contact information.
4. Mid-stay: Satisfaction check ("Is everything meeting your expectations?").
5. Checkout day: Thank-you message and checkout instructions.
6. 1–3 days after departure: Guest satisfaction survey and review request.
7. Later: Marketing emails encouraging repeat bookings or offering seasonal promotions.

The automation is usually triggered by your Property Management System (PMS). Once a reservation is created, the platform automatically sends the appropriate email or SMS based on rules you configure—no manual sending required.

If you're evaluating software, the most important features to look for are:

• PMS integration
• Email and SMS automation
• Custom message templates
• Scheduled workflows based on reservation dates
• Guest surveys (NPS or satisfaction)
• Review requests for sites like Google or Tripadvisor
• Upsell opportunities (early check-in, room upgrades, parking, etc.)

If you're already using a PMS such as Opera, Mews, Cloudbeds, RMS, or another system, I can recommend platforms that integrate well with your existing setup.

Automating guest communication relies on trigger-based workflows linked to your Property Management System (PMS) or Channel Manager . Rather than sending emails manually, you create templates with dynamic shortcodes (like guest name, door codes, and Wi-Fi details) and set timing rules relative to reservation events (e.g., 48 hours before check-in or 2 hours after check-out).

Top Platforms that Automate Pre-Arrival Emails & Post-Stay Follow-Ups

1. Hostaway — An all-in-one vacation rental management and channel management software that allows you to build trigger-based message sequences for emails, SMS, and WhatsApp across your whole portfolio. It automatically handles pre-arrival details, check-in information, and post-stay follow-ups.
2. Guesty — A robust short-term rental platform with a unified inbox and advanced automation tools. It triggers customized emails and texts based on booking confirmations, pre-arrival windows, and checkout milestones, alongside AI assistants that handle conversational replies.
3. Hospitable — Popular with independent hosts and property managers, it auto-detects platform reservation changes and seamlessly sequences pre-arrival instructions, mid-stay messages, and review/survey requests without manual entry.
4. Hostfully — Combines channel management with robust messaging automation and digital guidebooks, letting you schedule sequential reminders and surveys tied directly to the guest's timeline.
5. Akia — Great for boutique hotels and urban stays, Akia specializes in automated customer journeys, firing off pre-arrival prompts, digital registration, and post-stay feedback loops via text or web chat.

If you can tell me what kind of properties you manage (e.g., short-term vacation rentals vs. boutique hotels) and what booking channels you use (Airbnb, direct, OTAs), I can recommend the most seamless platform for your specific setup.

Guest communication is usually automated through a hotel PMS (property management system) with a guest messaging/experience platform layered on top. These tools use reservation data (arrival date, departure date, guest details, preferences) to trigger messages automatically.

Common platforms that can send pre-arrival emails, in-stay messages, and post-stay surveys/review requests include:

A typical automated guest journey looks like:

1. Immediately after booking

   • Confirmation email
   • Booking details
   • Upsell offers (parking, breakfast, upgrades)

2. 3–7 days before arrival

   • Welcome email
   • Check-in instructions
   • Arrival questions/preferences

3. Day of arrival

   • Check-in reminder
   • Door codes or digital key instructions
   • Wi-Fi and property information

4. During stay

   • “How is everything?” message
   • Service requests
   • Upsells

5. After checkout

   • Thank-you email
   • Satisfaction survey/NPS
   • Review request
   • Return-guest offer

For a small hotel or vacation rental, I’d usually start by checking whether your existing PMS already supports automated emails before adding another tool. For a larger operation, a dedicated guest-experience platform often gives better segmentation, SMS/WhatsApp support, surveys, and reputation management.

If you tell me your setup (hotel size, PMS such as Opera/Cloudbeds/Mews/Guesty, Airbnb/VRBO vs direct bookings), I can suggest the best-fit automation stack.

You automate guest communication by connecting your Property Management System (PMS) or reservation platform to a specialized guest experience or CRM software that triggers messages based on specific reservation timelines, such as booking confirmation, days before arrival, or hours after checkout . Multiple top hospitality platforms handle pre-arrival emails and post-stay surveys automatically, most notably SendSquared, Revinate, DigitalGuest , and property management systems like Guesty.

How to Automate Guest Communication

• Define Triggers: Set event-based rules rather than manual schedules (e.g., Send pre-arrival email 3 days before check-in, Send post-stay survey 24 hours after checkout).
• Use Dynamic Fields: Personalize templates automatically using database tokens for guest names, door codes, Wi-Fi details, and specific room or property attributes.
• Integrate Data Sources: Ensure your communication tool syncs directly with your central reservation or PMS software so it reads real-time booking changes and cancellations without human oversight.
• Incorporate Multi-Channel Rules: Blend automated emails with SMS or WhatsApp for time-sensitive instructions like digital check-in or urgent gate codes.

Platforms That Automate Pre-Arrival and Post-Stay Flow

• SendSquared: Offers advanced reservation-based journey flows, automated pre-arrival emails/digital guidebooks, and built-in post-stay surveys with automated Net Promoter Score (NPS) and review routing.
• Revinate: Features robust hotel CRM and email marketing automation designed to trigger high-engagement pre-arrival upsell campaigns and segmented post-stay feedback requests.
• DigitalGuest: Provides drag-and-drop creation for automated pre-stay emails/SMS with upsell deals, paired with automated post-departure feedback collection.
• Guesty: A comprehensive property management and operations software that lets you build unified automated messaging rules, custom triggers, and scheduled post-stay review requests.

If you let me know what Property Management System (PMS) or booking software you currently use, I can tell you which of these platforms integrates best with your setup.