How SHD Manages Guest Messaging

SHD’s guest messaging system ensures that every guest receives the right information at the right time. Our team manages messages using a combination of automated responses and 24/7 human support to provide a seamless experience.

📌 Guest Messaging Features:

• Automated Pre-Stay Messages – Guests receive booking confirmations, check-in instructions, and house rules.
• 24/7 Guest Support – SHD responds to guest inquiries at any time, handling common questions and requests.
• Proactive Check-In & Check-Out Reminders – Guests receive automated messages before arrival and departure.
• Issue Resolution & Escalations – If a guest reports an issue, SHD assists in troubleshooting or escalates to the appropriate team.

💡 Hosts can review guest communications in SHD HostDesk™ and request messaging preferences.

SHD combines automation with real human oversight to ensure guest needs are met efficiently.

✔ Automated Responses – Instant replies for common inquiries (WiFi info, parking details, house rules).

✔ Human Concierge Support – 24/7 assistance for complex issues, special requests, and in-stay concerns.

✔ Escalation Handling – If a guest’s issue requires further action, SHD escalates it appropriately.

💡 Automated responses handle routine questions, while SHD’s human team ensures personalized guest support.

Hosts can customize their guest messaging settings through SHD HostDesk™.

📌 Messaging Customization Options:

• Adjust Check-In Instructions – Modify arrival details based on property updates.
• Update House Rules Reminders – Ensure guests receive the most up-to-date property guidelines.
• Customize Pre-Check-Out Messages – Add reminders about trash disposal, key returns, or additional services.
• Special Guest Requests – Set personalized greetings or instructions for VIP guests.

💡 To update messaging preferences, submit a request in SHD HostDesk™. For a step-by-step guide, visit How to Submit a Request in SHD HostDesk™.

Q: Can I view the messages SHD sends to guests?

A: Yes! Hosts can log into SHD HostDesk™ to review guest messages and responses.

Q: What if a guest has a last-minute request?

A: SHD’s 24/7 guest support team handles special requests and will notify the host if needed.

Q: Can I add personal touches to guest messages?

A: Yes! Hosts can request customized messages, such as welcome notes or check-out reminders.

Q: How does SHD handle guest complaints through messaging?

A: If a guest reports an issue, SHD assists in resolving it and escalates it if further action is needed.

SHD ensures timely and professional guest communication, making hosting effortless. From check-in instructions to issue resolution, SHD’s guest messaging service helps provide a smooth experience for both hosts and guests.