Before reading this article, we recommend familiarizing yourself with the Template Builder. You can do this by reading the following article: https://support.ciirus.com/hc/en-us/articles/20776126000411-Using-the-Template-Builder
If a guest cancels their reservation with you, you can send them a personalized message to let them know once it's been canceled successfully and encourage them to book with you again in the future.
To create and set up an automation rule for a cancellation message, follow these three steps:
Create the template and populate all applicable versions (email, SMS, and Airbnb).
Create the automation rule with the criteria of when to send the message.
Activate the rule to start sending guests their confirmations.
Create or edit the template
To create or edit the cancellation template, go to:
Communications
Template Builder
To create a brand new thank you for staying message, click the "New Template" button.
To edit an existing thank you for staying message, click the "Edit" icon next to the template.
If you're creating a new template for an automated message, be sure to specify the category as "Automation Template" so that the system can automatically send it once you create the rules.
Set up the automation rule
To set up a new automation rule, go to:
Communications > Automation Rules.
Click the "Add+" icon above the grid.
Type an internal name for the rule.
Specify "Reservation Lifecycle" as the type.
Click the "Save" icon.
Edit the rule
To edit the rule and configure the criteria, click the "Edit" icon next to the rule that you want to edit.
To set up a thank you for staying message automation rule, specify the following details for each step:
Step 1: What do you want to send
Choose the delivery type (email, Airbnb or SMS)
Select the template.
Step 2: Who will receive the message
Specify the recipient as the guest.
Step 3: When do you want it to be sent
Specify to send on the cancelled date.
Leave the resend frequency set to "Only send when conditions are met."
Step 4: Only send if these conditions are met
Specify any other criteria you want to apply, such as reservation source, unit, or other conditions.
Change the apply rule to "Reservations Only," as a cancellation message doesn't apply to quotes.
Activate the rule
To start sending the message, simply check the "Activate" checkbox and click the "Save" button. Blast off!
