Related Article:
Creating Custom Templates and Triggers

This article explains the System Templates found on the Templates and Triggers page. Note that there are 2 main types of system templates:

  • Semi-automated templates: these templates have content that is automatically created by the system but they require manual intervention from the user to be sent
  • Automated templates: these templates have content that is automatically created by the system and are automatically sent by the system. In most cases, these can be turned off through the system settings.

We also make the distinctions between direct inquiries/bookings and channel inquiries/booking. Direct inquiries come from the Hostfully widget (on your website), the Hostfully API or from the Hostfully public pages, while channel inquiries come from channels (Airbnb, HomeAway etc). Most system templates only apply to direct inquiries/bookings.

The templates are categorized by their recipient type:

Messages Sent to Guests

Quote  [Semi-Automated]  [Direct Inquiries Only]
Message containing the booking quote sent to prospective guests 

This message contains the content of a quote being sent by a property manager to a prospective  guest. This template is accessible when mousing over the "Send a Quote" component in the Pipeline and selecting "Send a Quote", as shown below:


Hold Confirmation [Semi-Automated]  [Direct Inquiries Only]
Message to a prospective guest confirming that a property has been put on hold 

This message contains the content of a quote being sent by a property manager to a prospective guest, with the extra provision that the property is being put on hold, as a courtesy to the guest. This template is accessible when mousing over the "Send a Quote" component in the Pipeline and selecting "Place on Hold", as shown below:

Note that the calendar will be blocked while the property is on hold.

 
Hold Reminder [Automated]  [Direct Inquiries Only]
Message to a prospective guest reminding her that a property has been put on hold 

This message is automatically sent to the guest, reminding them that their hold is expiring soon. This message is ONLY sent if a Hold was ever made on the property (through the previous option of Placing on Hold). The message is automatically sent 6 hours before the effective expiration. Removal of the hold will automatically revoke the calendar block for the booking dates.


Alternative Property Options  [Semi-Automated]  [Direct Inquiries Only]
Message to prospective guests listing alternative rental property options 

The system will automatically compile a list of alternative options for similar properties available for the dates required by a guest, and for a similar listing (same number of bedrooms). The message will have to be sent manually from the Pipeline, as below: 


Alternative Rental Dates
[Semi-Automated]  [Direct Inquiries Only]
Message to prospective guests listing alternative rental dates 

When a property is not available for the requested dates, this option is provided to the user on the Pipeline. The message will have to be sent manually to the prospective guest from the Pipeline.

Minimum Stay  [Semi-Automated]  [Direct Inquiries Only]
Message to prospective guests stating that property requires a minimum stay 

When a property is not available for the number of guests requested, this option is provided to the user on the Pipeline. The message will have to be sent manually to the prospective guest from the Pipeline.

Balance Due / Expired Booking  [Automated]  [Direct Inquiries Only]
Message informing guest that they are required to pay the rental balance

When you select to capture split payments from the guests (% at reservation and balance N days before check-in), the system will automatically notify users to pay their balance by the date you indicated in your settings. Only this one message will be sent, so if the guest does not pay their balance, you will need to take action to contact the guest.


Capture Review
[Automated]  [Direct Inquiries Only]
Message asking a guest to provide a review regarding their rental experience 

This message is automatically sent to guests 24 hours after their check-out date. This can be turned ON/OFF from the Agency Settings page. See more information about reviews on the page Capturing and Managing Reviews.


Extra Charge Confirmed [Semi-Automated]  [Direct Inquiries Only]
Confirmation message regarding an extra charge for a modified booking 

When a property manager updates a booking, and that update results in an extra charge for the guest, this message will be sent to the guest at the moment when the property manager confirms that the charge should be processed.

Booking Request Accepted [Automated]  [Meta-Search Engines Only]
Informing prospect that her inquiry has been accepted 

When a property manager accepts an inquiry sent through a Meta-Search engine (like HomeToGo or Holidu), the system will notify the prospective guest that the request was accepted.

Booking Request Declined [Automated]  [Meta-Search Engines Only]
Informing prospect that her inquiry has been declined 

When a property manager declines an inquiry sent through a Meta-Search engine (like HomeToGo or Holidu), the system will notify the prospective guest that the request was declined.

Quote Confirmed [Automated] [Direct Inquiries Only]
Confirmation message to prospect that the agency got their inquiry 

Communicates to the prospective guest that the property manager received their request for rental message.

Refund Applied [Automated] [Direct Inquiries Only]
Message to guest informing them of a partial refund 

This is sent to the guest when a refund is applied to an existing booking.


Booking Payment Confirmed [Automated] [Direct Inquiries Only]
Message to guest about their confirmed booking payment 

This is sent to the guest when their payment has been confirmed, when they perform a payment from Hostfully's payment page.


Transaction Paid in Full [Automated] [Direct Inquiries Only]
Message to guest about their rental paid in full

This is sent to the guest when their payment in full has been confirmed, when they perform a payment from Hostfully's payment page. This will be sent instead of the Booking Payment Confirmed above, in the case of a payment in full.


Rental Agreement Notification [Automated] [Direct Inquiries Only]
Message to guest about their rental agreement 

This is sent to the guest when they make their first payment and if and only if digital signatures have been turned on by the property manager.

Planned Trip [Automated] [Any Channel]
Message to primary and additional guests based on completion of Pre-Arrival Form

If you have the Pre-Arrival form setup for Direct Bookings and/or for guests coming from any channel, this email will be sent to the primary guest and any additional guests (if applicable) once the Pre-Arrival form is completed. 

Messages Sent to Booking Agents

Booking Adjustment  [Automated] [Direct Inquiries Only]
Message confirming an adjustment made to a booking quote 

This is sent to the booking agent after an adjustment has been made and processed to an existing quote.

Pre Check-in  [Automated] [All Channels except Airbnb]
Reminder of an upcoming check-in

This is sent to the booking agent to remind them of an upcoming booking. The message is sent 10 days before the guest check-in date. This can be turned ON/OFF from the Agency Settings page (see option "Notify us (by email) of upcoming check-ins").  

Booking and Payment Confirmation [Automated] [Direct Inquiries Only]
Confirmation message for a new booking 

This is sent to the booking agent to notify them of a new booking.

Messages Sent to Property Owners

Owner Notification for new Financial Statement  [Semi-Automated]
Message notifying owner of his new financial statement 

This message is sent to a property owner when you select to publish a financial statement to their owner portal, and that you have checked the box "", as show below: 


Owner Notification for new Booking Confirmed  [Semi-Automated]
Message notifying owner of a new booking 

You can select to notify an owner for every booking made on one of their properties. This message will be sent once the booking is confirmed. You can turn this feature on/off from the Owner tab for each Property Settings page. The option is called "Email owner (CC) on every confirmed booking":

Owner Notification to claim property  [Semi-Automated]
Invite active owner to claim his property 

When creating an owner account for a property (and effectively granting this owner the rights to collaboratively manage their property calendar), the system gives the option to invite the owner to the owner's portal, by clicking "Invite Owner to Claim Owner Account". This particular message applies to owners who already have a Hostfully account.


Owner Notification to claim property  
[Semi-Automated]
Invite inactive owner to claim his property 

This is the same as above but applies to owners who do not already have a Hostfully account. For more information on the owner's portal, see the help section called Using the Owners Portal.

Messages Sent to Service Providers

Notification for new Job  [Semi-Automated]  [Any Channel]
Message notifying a new scheduled Job 

The message is sent to a service provider who was assigned a job from the Hostfully calendar. The message is sent when the job is assigned and save from the calendar.

 For more information on service provider management, please see the following section Creating accounts for your Service Providers.

Invite Service provider to Service Provider portal [Semi-Automated]  [Any Channel]
Invite an existing Service Provider to claim their Hostfully account 

The message is sent to a service provider to invite them to create a Hostfully account. You can send this message from the Edit Page for a Service Provider.


Invite Service provider to Service Provider portal
 [Semi-Automated]  [Any Channel]
Invite existing service provider to claim agency 

Same as above but for Service Providers who do not already have an account on Hostfully.

Translating your system templates

You can translate system templates easily by just clicking on the Add a Language link next to each template:

You can then select the language, provide the translation (you do not need to translate the variable names), and save your template:

The system will then automatically select the right version of the template based on the recipient's language (whether the recipient is a guest, an owner, a service provider etc).

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