Features · Guest messaging
Automated guest messaging for hostels
The right message goes out at the right moment in a guest's stay — check-in link, reminder, access code, review request — without a staff member typing any of it by hand. Guests pick their own channel at check-in, and every message respects that choice.
What is automated guest messaging for a hostel?
Automated guest messaging means sending journey messages — check-in links, reminders, access codes, review requests — on a schedule tied to the booking, instead of a staff member messaging each guest manually. In EZ2Stay, the guest chooses a preferred channel (WhatsApp, SMS, email, or no proactive notifications) at Step 1 of online check-in; messages go out through Twilio on that channel, with an automatic fallback if delivery fails, and a daily cap that keeps guests from being over-messaged.
| Capability | Limit | Status |
|---|---|---|
| Automated journey messages: check-in link, reminders, access codes, review requests | timing is tied to the booking's own schedule, not freely adjustable per message | Live |
| Guest-chosen preferred channel: WhatsApp, SMS, email or no proactive notifications | the owner can hide the choice and set one default channel instead | Live |
| Automatic fallback chain on delivery failure | retries first, then switches to the guest's fallback channel before alerting staff | Live |
| Transactional vs marketing consent kept separate | refusing marketing stops every promotional message; access codes and confirmations still arrive | Live |
| Daily message cap protects guests from being over-messaged | access codes and genuine emergencies are exempt from the cap | Live |
| Sent in the guest's preferred language when known | guest-facing language coverage is limited today; more languages are on the roadmap | Live |
How it works
- The booking arrives. EZ2Stay knows the guest, the dates and which messages the stay will need, before the guest ever opens the check-in link.
- The guest picks a channel. At Step 1 of check-in, the guest chooses WhatsApp, SMS, email, or no proactive notifications at all.
- Journey messages fire automatically. Check-in link, reminders, access codes on completion, and a review request after the stay — each sent on the guest's chosen channel.
- Delivery is tracked. Sent, delivered, read and failed states are logged per message; a failed send retries, then falls back to the guest's configured fallback channel.
- Staff see what needs attention. Repeated failures alert on-duty staff so nobody misses an access code or a time-sensitive update.
What the owner configures
| Setting | Default | Who can change it |
|---|---|---|
| Whether guests choose their own notification channel | guests choose (WhatsApp, SMS, email or none) | Owner — can hide the choice and set one default channel |
| Fallback channel after delivery failure | SMS | Not configurable — system default |
| Marketing consent for promotional messages | off until the guest opts in | Guest — kept separate from transactional consent |
| Daily message cap per guest | a fixed cap; access codes and urgent alerts are exempt | Not configurable — by design |
| Message language | guest's preferred language when known | Not fully configurable — guest-facing language coverage is limited today |
This messaging flow runs in production at Popcorn Hostel, Bucharest — 49 beds, 63 smart locks — where every check-in link, reminder and access code reaches the guest on the channel they chose.
Not a fit if
- You want to message guests manually from a shared inbox — EZ2Stay automates the journey messages; it isn't a live chat inbox.
- You need guest-facing content in many languages today — localization is limited right now, with more languages on the roadmap.
- You want to message guests regardless of their preference — EZ2Stay always enforces the guest's chosen channel, including a 'no notifications' option.
Frequently asked questions about EZ2Stay for hostels
Which channels can guests choose for messages?
WhatsApp, SMS, email, or no proactive notifications at all — chosen at check-in Step 1, and changeable later from the guidebook.
What happens if a WhatsApp message fails to deliver?
It retries automatically, then falls back to the guest's configured fallback channel. Repeated failures alert on-duty staff.
Do guests who choose 'no notifications' miss anything critical?
No — access codes and genuine emergencies always go through regardless of preference. Everything else stays available anytime in the guidebook.
Can guests skip marketing messages without losing operational ones?
Yes. Marketing consent is separate from transactional consent — refusing marketing stops every promotional message, while confirmations and access codes keep arriving.
Is there a limit on how many messages a guest gets per day?
Yes, a fixed daily cap protects guests from repeated messages. Access codes and urgent alerts are exempt from that cap.
Can guests get messages in their own language?
Only partially today — messages use the guest's preferred language when it's known, but full guest-facing localization is on the roadmap.