TIOO sends some messages to guests by itself, so you don't have to. This page lists them all.
Where they come from
- Emails come from your business name at your default @tioo.com address (for example "Riverside Hotel", from [email protected]). When a guest replies, the answer lands in Messages.
- Texts (SMS) need the Starter plan or higher and count towards your monthly message allowance. On a plan without texts, TIOO sends an email instead where there is one.
- WhatsApp is used when your business has connected its own WhatsApp number (Settings → WhatsApp). On plans with texts, TIOO can also send from its own WhatsApp number; those messages count towards your monthly message allowance.
Guests get them in their language (the language of their booking or the one they used at check-in), in the ten guest languages TIOO speaks.
Note: Settings → Notifications is about the alerts you get (new bookings, arrivals, messages, IDs). It doesn't switch guest messages on or off.
Bookings from your website
| Message | When |
|---|---|
| Booking request received | A guest books on your website and the booking needs your approval. |
| Booking confirmed | You approve the request, or it was confirmed straight away (instant booking). |
| Booking declined | You refuse the request. The reason you type is included. |
| A different room offered | You offer the guest another room for their request. |
| New dates for your stay | You move a direct or hand-added booking to other dates on the calendar and choose to tell the guest. |
Bookings from booking sites (Booking.com, Airbnb…) get their confirmation from that site, not from TIOO.
Before and during the stay
| Message | When |
|---|---|
| Check-in reminder (email) | The day before arrival, once a day at 08:00 UTC, to confirmed bookings with an email address. It has the check-in link. Several rooms on one booking reference get one email. |
| Your guest portal (email) | Right after the guest finishes online check-in. It has the link to their guest app and the stay dates. |
| Your door code (text or WhatsApp) | When the guest taps Send PIN to my phone in their guest app (only from check-in time, and only if they gave a phone number). |
| Your door PIN has been updated | When the door code changes: for example after a late checkout or a calendar move needs a new code, or you make a new code on Smart Locks. Sent by WhatsApp or text, else by email. |
| Invoice | When you send an invoice, with the PDF attached. |
The door code is never in an email or text before check-in time, apart from the "updated" message for a guest who already has a code.
After the stay
After the guest leaves, TIOO sends one of these:
- A review request, if you switched review requests on under Settings → Review requests (Growth plan or higher). It asks for an honest review on the right site, and can send one reminder later.
- Otherwise a short thank-you message by email (and by WhatsApp when it is available). The standard thank-you is in the guest's language; a text you wrote yourself is sent as you wrote it.
Your own messages
Anything you write in Messages, and any automatic replies you set in Messages settings (for example out of hours), go out from the same address.
When nothing goes out
- The booking has no email (common for booking-site bookings until the booking email or check-in fills it in).
- The guest replied STOP to a text.
- Your plan's daily email allowance is used up. See Emails aren't arriving.
Related guides
- Messages: read and reply to guestsOne inbox for guest emails, texts, WhatsApp and website enquiries — how to reply, use templates and keep it tidy.
- Send a guest their check-in linkWhere the check-in link is, when TIOO emails it for you, and what happens when the guest finishes.
- Emails aren't arriving (to you or to guests)Checklists for booking emails that don't reach TIOO, alerts that don't reach you, and guest emails or texts that don't go out.
- The check-in link, screen by screenWhat your guest sees from typing their booking reference to the last page that sends them to their guest app.