Notification Rules let you automate guest communication based on reservation events. Send SMS messages, emails, Slack alerts, or webhook triggers when bookings are created, modified, cancelled, or when guests check in or out.
Why Notification Rules Matter
OTAs are increasingly restricting access to guest contact information. Notification Rules ensure you:
- Capture contact details early — phone and email are stored when the booking is created
- React instantly to cancellations — reach guests while they're still looking for accommodation
- Automate routine communication — check-in reminders, checkout instructions, review requests
- Stay informed — get Slack or email alerts for new bookings and changes
How Cancellation Recovery Works
Here's what happens behind the scenes:
- Booking Created: Guest books through Airbnb/Booking.com — we immediately store their phone number and email
- Guest Cancels: The OTA sends a cancellation webhook — contact details are typically removed from the OTA
- Rule Triggers: Your cancellation notification rule fires using the contact info we already captured
- Guest Receives SMS: They get your message offering a direct booking discount
- You Win the Booking: Guest books direct, you save on OTA fees, they save money
Available Event Triggers
Create rules for any of these reservation events:
Booking Events
- Reservation Created — new booking received
- Reservation Modified — dates, guests, or details changed
- Reservation Cancelled — booking cancelled by guest or host
Stay Events
- Check-in Day — morning of arrival
- Check-out Day — morning of departure
- During Stay — mid-stay check-in message
Review Events
- Review Received — guest leaves a review
- Positive Review — 4-5 star review received (great for Google review requests)
Notification Channels
Send notifications through multiple channels:
SMS/Text Message ($0.10/message)
Reach guests directly on their phone. Best for time-sensitive messages like cancellation recovery or check-in reminders.
Email ($0.01/message)
Professional branded emails for detailed information, confirmations, or follow-ups.
Slack Webhook ($0.01/message)
Get instant alerts in your Slack workspace for new bookings, cancellations, and changes. Keep your team informed in real-time.
Custom Webhook ($0.01/message)
Trigger external automations via webhook. Connect to Zapier, Make, or your own systems.
Creating a Notification Rule
- Go to Notifications > Rules
- Click Create New Rule
- Select the Event Type that triggers the notification
- Choose your Channel (SMS, Email, Slack, Webhook)
- Select the Recipient (Guest, Owner, or Custom)
- Write your Message using template variables
- Set optional Delay (send immediately or after X minutes/hours)
- Save and activate the rule
Template Variables
Personalize messages with these placeholders:
{{guest_name}}— Full guest name{{guest_first_name}}— Guest's first name{{property_name}}— Property name{{check_in_date}}— Arrival date{{check_out_date}}— Departure date{{check_in_time}}— Check-in time{{nights}}— Number of nights{{direct_booking_link}}— Your direct booking page URL{{guidebook_link}}— Link to the guest's guidebook{{reservation_code}}— Booking reference number
Example Rules
Cancellation Recovery SMS
Event: Reservation Cancelled
Channel: SMS to Guest
Message: "Hi {{guest_first_name}}, sorry to hear about your cancellation. Book direct and save 15% on your next stay: {{direct_booking_link}}"
New Booking Slack Alert
Event: Reservation Created
Channel: Slack Webhook
Message: "New booking at {{property_name}}! {{guest_name}} arriving {{check_in_date}} for {{nights}} nights."
Check-in Day SMS
Event: Check-in Day
Channel: SMS to Guest
Delay: Send at 9am property time
Message: "Hi {{guest_first_name}}! Your guidebook for {{property_name}} is ready: {{guidebook_link}} — See you at {{check_in_time}}!"
Costs
- SMS: $0.10 per message (most countries)
- Email: $0.01 per message
- Slack: $0.01 per message
- Webhook: $0.01 per message
Add funds to your account at Account > Transactions > Add Funds.
Best Practices
- Cancellation Recovery: Send SMS immediately — guests are actively looking for alternatives
- Offer Real Value: Include a genuine discount for direct bookings
- Keep it Short: SMS messages should be concise and actionable
- Test Your Rules: Create a test booking to verify notifications work as expected
- Use Slack for Internal Alerts: Keep SMS for guest-facing messages
Related Features
- Guest Verification — Verify guest identity and collect contact details
- Review Request Notifications — Automatically request Google reviews from happy guests