Sending SMS Messages to Guests

🌱Growth5 minutes

Sending SMS Messages to Guests

Tier: Growth 🌱 | Business 💼
Time: 5 minutes per message
Prerequisites: Growth or Business plan, SMS credits, guests with phone numbers

Overview

SMS (text messaging) is one of the most effective ways to communicate with guests. With a 98% open rate (compared to 20-30% for email), SMS ensures your message gets seen immediately. Use SMS for time-sensitive information like check-in instructions, guidebook links, and arrival confirmations.

SMS Credits

How SMS Credits Work

Starter Plan:

  • 150 SMS credits/month included
  • Resets on billing date
  • $0.10 per additional SMS if you exceed limit

Pro Plan:

  • 600 SMS credits/month included
  • Resets on billing date
  • $0.08 per additional SMS if you exceed limit

What Counts as 1 Credit

Standard Message (160 characters or less):

  • 1 SMS credit = 1 message up to 160 characters
  • Includes letters, numbers, spaces, punctuation
  • Emojis count as 2 characters

Long Message (over 160 characters):

  • Split into multiple messages
  • Each 160-character segment = 1 credit
  • Example: 320-character message = 2 credits

Checking Your Credits

To view remaining credits:

  1. Go to Settings → Billing
  2. See "SMS Credits Remaining"
  3. View usage history
  4. Purchase additional credits if needed

Low Credit Alert:

  • Email notification at 20 credits remaining
  • Dashboard banner when under 10 credits

When to Send SMS

Recommended Timing

2-3 Days Before Check-In ⭐ Best Practice

  • Send welcome message
  • Include guidebook link
  • Share check-in time
  • Confirm arrival

Day of Check-In

  • Reminder message (optional)
  • Last-minute details
  • "Looking forward to hosting you!"

During Stay (Rarely)

  • Only for urgent matters
  • Property emergencies
  • Weather alerts
  • Special deliveries

Day After Checkout

  • Thank you message
  • Review request
  • Future booking discount

When NOT to Send SMS

❌ Don't use SMS for:

  • Long messages (use email instead)
  • Marketing promotions (use email campaigns)
  • Detailed information (use guidebook)
  • Non-urgent updates
  • More than 3 messages per booking

Why: Too many SMS = annoying → bad reviews

Sending Individual SMS

Method 1: From Bookings Page

Steps:

  1. Go to Bookings page
  2. Find the guest
  3. Click "Send SMS" button
  4. SMS composer opens

Method 2: From Guest Profile

Steps:

  1. Go to Guests page
  2. Click on guest name
  3. In guest profile, click "Send SMS"
  4. Composer opens

Composing Your Message

SMS Composer Window:

To: Guest name and phone number (auto-filled)

Template: (Optional) Select from templates

  • Welcome Message
  • Check-In Reminder
  • Thank You
  • Custom

Message:

Hi John! Welcome to Beach House. 
Your guidebook: guestloop.com/b/abc123
Check-in: 3PM tomorrow. 
Looking forward to hosting you! -Sarah

Character Count: 145/160 (1 credit)

Buttons:

  • Preview - See how message looks
  • Send Now - Deliver immediately
  • Schedule - Set future delivery time
  • Cancel - Discard message

SMS Best Practices

Include: ✅ Guest's first name (personalization)
✅ Property name
✅ Actionable link (guidebook URL)
✅ Key information (check-in time)
✅ Your name (who's texting them)

Keep It: ✅ Under 160 characters when possible
✅ Friendly and welcoming
✅ Clear and concise
✅ Actionable

Avoid: ❌ ALL CAPS (seems like yelling)
❌ Too many emojis (unprofessional)
❌ Excessive exclamation marks!!!
❌ Unclear abbreviations
❌ Multiple links (confusing)

SMS Templates

Template 1: Pre-Arrival Welcome

Hi {Guest Name}! Welcome to {Property Name}. 
Your guidebook: {Booking URL}
Check-in: {Check-In Time} on {Date}
See you soon! -{Your Name}

Character count: ~140 characters
Best time: 2-3 days before check-in
Purpose: Share guidebook link early

Template 2: Day-Of Reminder

Hi {Guest Name}! Excited to host you today! 
Check-in after {Time}. 
Access code: {Code}
Questions? Text me! -{Your Name}

Character count: ~120 characters
Best time: Morning of check-in
Purpose: Last-minute confirmation

Template 3: Thank You + Review Request

Thanks for staying at {Property Name}, {Guest Name}! 
Hope you had a great time. 
Would love a review: {Review Link}
Come back soon! -{Your Name}

Character count: ~140 characters
Best time: Day after checkout
Purpose: Request review

Template 4: Emergency/Update

Hi {Guest Name} - Quick update: 
{Brief explanation of issue}
{Solution or next steps}
Sorry for any inconvenience! 
Text if questions. -{Your Name}

Character count: Varies
Best time: As needed
Purpose: Urgent communication

Bulk SMS Sending

When to Use Bulk SMS

✅ Good uses:

  • Welcome all guests checking in tomorrow
  • Thank all guests who checked out today
  • Weather alert for current guests
  • Property-wide update

❌ Bad uses:

  • Marketing promotions (use email)
  • Non-urgent information
  • Different messages per guest (send individually)

How to Send Bulk SMS

From Bookings Page:

  1. Click "Upcoming" tab (or relevant filter)
  2. Select bookings using checkboxes
    • Or click "Select All"
  3. Click "Send SMS to Selected" button
  4. SMS composer opens

Compose Bulk Message:

Recipients: Shows count (e.g., "15 recipients")

Template: Select or write custom

Message:

Hi! Tomorrow is check-in day at {Property Name}. 
Your guidebook: {Booking URL}
Check-in after 3PM. 
See you soon! -Sarah

Variable Tags Available:

  • {Guest Name} - Personalizes per guest
  • {Property Name} - Auto-fills property
  • {Booking URL} - Unique URL per guest
  • {Check-In Time} - From booking data

Cost Preview: "This will use 15 SMS credits"

Send Options:

  • Send Now - Immediate delivery
  • Schedule - Choose date/time

Bulk SMS Best Practices

✅ Personalize - Use {Guest Name} variable
✅ Preview first - Send test to yourself
✅ Check timing - Avoid late night/early morning
✅ Verify recipients - Make sure filter is correct
✅ Monitor credits - Don't exceed monthly limit

SMS Delivery Status

Status Indicators

✅ Delivered

  • SMS successfully delivered to guest's phone
  • Most common status
  • Guest can now read message

📤 Sent

  • SMS sent from GuestLoop
  • En route to guest's phone
  • Usually changes to "Delivered" in seconds

⏸️ Pending

  • Queued for delivery
  • Will send at scheduled time
  • Or waiting for network

❌ Failed

  • Delivery unsuccessful
  • Reasons: Invalid number, phone off, blocked
  • Try resending or call guest

🚫 Undelivered

  • Number doesn't exist
  • Landline (not SMS-capable)
  • Update guest's phone number

Troubleshooting Delivery Issues

Problem: SMS Failed to Deliver

Common Causes:

  1. Invalid phone number format
  2. Missing country code
  3. Landline number (not mobile)
  4. Phone is off/out of service
  5. Guest blocked your number

Solutions:

  1. Verify phone number:

    • Must include country code (+1 for US)
    • Format: +1234567890 (no spaces/dashes)
    • Check for typos

  2. Test with your own phone:

    • Send SMS to yourself first
    • Verify it works before guest arrival

  3. Try alternative contact:

    • Call the guest instead
    • Send email with same information
    • Message through booking platform

  4. Update number:

    • Ask guest for correct mobile number
    • Update in Bookings or Guests page
    • Resend SMS

SMS Reply Handling

Can Guests Reply?

Yes! Guests can reply to your SMS messages.

Where Replies Go

SMS Inbox (Starter+ Feature):

  1. Go to Messages in left sidebar
  2. View all SMS conversations
  3. Reply directly from inbox
  4. Threading shows full conversation

Reply Notifications

Email Notification:

  • You receive email when guest replies
  • Includes their message
  • Link to respond

In-App Notification:

  • Dashboard badge shows unread count
  • Click to view and respond

SMS vs. Email: When to Use Each

Use SMS For:

✅ Time-sensitive information:

  • Check-in instructions
  • Access codes
  • Arrival confirmation
  • Emergency updates

✅ High-priority messages:

  • Must be read immediately
  • Requires quick action
  • Short and simple

✅ Reminder messages:

  • Day-of check-in
  • Checkout time
  • Key return

Use Email For:

✅ Detailed information:

  • Property description
  • Local recommendations
  • House rules
  • Long instructions

✅ Marketing campaigns:

  • Special offers
  • Seasonal promotions
  • Newsletter updates
  • Past guest retargeting

✅ Non-urgent communication:

  • Thank you notes
  • Review requests
  • Future booking offers

✅ Bulk messaging:

  • To large audience
  • Complex segmentation
  • A/B testing

SMS Scheduling

Why Schedule SMS?

Benefits:

  • Send at optimal time (not too early/late)
  • Batch your work (schedule week ahead)
  • Automate reminders
  • Consistent timing

How to Schedule

In SMS Composer:

  1. Compose your message
  2. Click "Schedule" instead of "Send Now"
  3. Select date and time:
    • Date picker opens
    • Choose delivery date
    • Choose delivery time (in guest's timezone)
  4. Click "Schedule SMS"
  5. Confirmation shown

Scheduled Messages:

  • View in Messages → Scheduled
  • Edit or cancel before send time
  • Auto-sends at scheduled time

Scheduling Best Practices

Optimal Send Times:

Pre-Arrival Welcome:

  • 10:00 AM - 2:00 PM
  • 2-3 days before check-in
  • Weekday preferred

Check-In Day Reminder:

  • 9:00 AM - 11:00 AM
  • Morning of check-in
  • Allows time for questions

Checkout Day:

  • 8:00 AM - 9:00 AM
  • Morning of checkout
  • Friendly reminder

Thank You + Review:

  • 3:00 PM - 6:00 PM
  • Day after checkout
  • After they've settled home

Avoid:

  • ❌ Before 8:00 AM (too early)
  • ❌ After 9:00 PM (too late)
  • ❌ 12:00 PM - 1:00 PM (lunch)
  • ❌ Weekends for business properties

SMS Compliance (Legal)

TCPA Compliance

You must: ✅ Only text guests who booked with you
✅ Provide way to opt-out ("Reply STOP")
✅ Honor opt-out requests immediately
✅ Don't text after they opt-out
✅ Keep texts relevant to their booking

You cannot: ❌ Text people who haven't booked
❌ Buy phone number lists
❌ Send unsolicited marketing via SMS
❌ Text after they ask to stop

How to Handle "STOP" Requests

If guest replies "STOP":

  1. Auto-opt-out from SMS
  2. Confirmation message sent
  3. Number added to do-not-text list
  4. Can still email them (if opted in)

Note: Transactional SMS (booking confirmations) may still be sent even if they opt out of marketing.

SMS Analytics

Metrics to Track

Delivery Rate:

  • % of SMS successfully delivered
  • Target: 95%+
  • Low rate = bad phone numbers

Open Rate:

  • SMS doesn't track opens directly
  • Assume 98% (industry standard)
  • Better than email (20-30%)

Click-Through Rate:

  • If SMS includes link
  • % who click guidebook URL
  • Target: 60-80%

Response Rate:

  • % who reply to your SMS
  • Indicates engagement
  • Target: 10-20%

View SMS Analytics

Dashboard:

  1. Go to Dashboard
  2. SMS widget shows:
    • Total SMS sent this month
    • Delivery success rate
    • Credits remaining

Detailed Reports (Pro):

  1. Go to Analytics → SMS
  2. View detailed metrics
  3. Breakdown by property
  4. Time series graphs

Cost Management

Staying Within Budget

150 SMS/month (Starter) = ~38 bookings

  • 2 SMS per booking (welcome + thank you)
  • OR 1 SMS for 150 bookings

600 SMS/month (Pro) = ~150 bookings

  • 2-3 SMS per booking
  • OR 1 SMS for 600 bookings

Tips to Conserve Credits

✅ Send only essential SMS:

  • Pre-arrival welcome
  • Day-of check-in (if needed)
  • Emergency updates

✅ Use email for non-urgent:

  • Thank you messages
  • Review requests
  • Marketing offers

✅ Batch your sends:

  • Send once to multiple guests
  • Use scheduling

✅ Use templates:

  • Keep messages concise
  • Stay under 160 characters
  • Avoid long messages (multiple credits)

When to Buy Additional Credits

Consider purchasing more if:

  • High-volume season approaching
  • Running out mid-month
  • Want to send more frequent updates
  • Have many same-day check-ins

How to Purchase:

  1. Go to Settings → Billing
  2. Click "Buy SMS Credits"
  3. Choose package:
    • 100 credits - $10 (Starter)
    • 100 credits - $8 (Pro)
  4. Credits added immediately

Common Scenarios

Scenario 1: Welcome Message to Tomorrow's Check-Ins

Goal: Send guidebook link to all guests arriving tomorrow

Steps:

  1. Go to Bookings → Upcoming
  2. Filter by check-in date = tomorrow
  3. Select all (checkboxes)
  4. Click "Send SMS to Selected"
  5. Use "Pre-Arrival Welcome" template
  6. Verify message looks good
  7. Click "Send Now"

Result: All guests receive personalized SMS with guidebook link

Scenario 2: Urgent Weather Alert

Goal: Warn current guests about severe weather

Steps:

  1. Go to Bookings → Current
  2. Select all current guests
  3. Click "Send SMS to Selected"
  4. Write urgent message: 
    Weather Alert: Severe storm expected tonight 8PM-11PM. 
Please stay indoors. Emergency: 911. 
Questions? Text me. -Sarah
  5. Send immediately

Why SMS: Urgent, time-sensitive, high open rate

Scenario 3: SMS Failed - Guest Has Landline

Problem: SMS shows "Failed" status

Solution:

  1. Check phone number format
  2. Realize it's a landline (not mobile)
  3. Call guest: "Hi! I tried texting you the guidebook link. What's the best mobile number for you?"
  4. Update phone number in system
  5. Resend SMS to mobile number
  6. OR email guidebook link instead

Frequently Asked Questions

Q: Can guests text me back?

A: Yes! You'll receive their replies in your Messages inbox and via email notification.

Q: What if I run out of SMS credits mid-month?

A: Purchase additional credits in Settings → Billing. Credits are added immediately.

Q: Can I send SMS internationally?

A: Yes, but international SMS costs more (varies by country). Check pricing in Settings.

Q: How do I know if my SMS was delivered?

A: Check the status indicator next to each sent message. ✅ = Delivered successfully.

Q: Can I send photos via SMS?

A: Not currently (MMS not supported). Send photo links instead, or use email.

Q: What happens if guest's phone is off?

A: SMS will deliver when phone powers back on (usually within 24 hours).

Q: Can I disable SMS for certain properties?

A: Yes. In Property settings, you can toggle SMS on/off per property.

What's Next?

After mastering SMS messaging:

  1. ✅ SMS Templates & Automation - Pre-written templates
  2. ✅ Automatic SMS Delivery - Set and forget
  3. ✅ Managing Bookings - Booking management
  4. ✅ Email Campaigns - For non-urgent communication

Need Help?

SMS = Instant communication + 98% open rate + Better guest experience! 📱✨

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Sending SMS Messages to Guests | GuestLoop Help Center