Automated guest messaging & journeys for hospitality

You meant to send the follow-up. It went out on Tuesday.

Every operator knows what they should be sending: the pre-arrival note, the thank-you, the come-back offer. It doesn’t happen because the moment arrives on a busy Tuesday. In ApexOS a journey starts when something happens to a guest and sends the right message, every time, for every guest.

One checkout, followed upApex CRM sequence

Animation: a sequence called Come back soon, triggered when a reservation checks out. A guest, Priya Nair, moves through it: a thank-you email is opened on the day of checkout, a survey the next day comes back five stars, a 15% return-stay offer on day 14 is clicked, and on day 16 she books four nights in June, credited to the offer email.

Guest communication automation for hospitality

Nobody has to remember. That was the plan all along.

Rebooking no longer depends on somebody’s memory.

The cheapest booking you’ll ever get is a guest coming back. Set a checkout journey once and every guest gets the thank-you, the survey and the come-back offer. Including in the season you’re too busy to think about it.

  • Set once, runs for every guest
  • Thank-you, survey, offer, in order
  • Busy season included

Animation over a photo of a guest relaxing on a cabin balcony above the mountains: after checkout, a thank-you email, a survey and a 15% return-stay offer go out over two weeks, and the offer turns into a booking.

Triggered by what happens. Not by what day it is.

A campaign goes out Thursday to whoever is on the list. A journey starts when a guest books, checks in, checks out or leaves a booking half finished, so the message lands when it makes sense to them.

  • Booking, check-in, checkout, abandoned carts
  • Each guest on their own timeline
  • Email, text, surveys and tasks

Animation: three guests book on different days, and each moves through the same journey, from booking confirmation to a pre-arrival text to a mid-stay survey, on their own timeline.

The copywriter you didn’t hire.

Journeys used to stall waiting on somebody to write six emails. In ApexOS, Apex drafts the template from a short prompt in the tone you pick. You edit instead of starting from nothing.

  • Drafted from a prompt
  • Friendly, professional, formal or concise
  • Visual builder, live preview

Animation: an operator asks Apex for a friendly pre-arrival email for a lake cabin, and Apex drafts the subject and body with merge fields for the guest’s name, the property and the check-in date. The operator keeps the draft.

A storm is not a journey. It’s a broadcast.

Some things won’t wait: a storm warning, the pool reopening, a spring offer for last season’s guests. Broadcasts go to a saved list or a segment, now or on a schedule, with marketing consent checked on every send.

  • A list or segment, not everyone
  • Send now or schedule it
  • Consent checked, unsubscribe included

Animation over a photo of a guest on a porch under an overcast sky: a storm update text is sent as a broadcast to the in-house guests this weekend, with consent checked for each guest, rather than to everyone who ever stayed.

Automated guest journey features

Set the moment. Set the messages. Then leave it alone.

A journey begins when something real happens: a booking, a check-in, a checkout, a booking started but not finished, or a maintenance task marked done. The guest’s stay drives it, not your send calendar.

Event triggers

How automated guest journeys work in ApexOS

Something happens. Something gets sent.

A journey waits for a moment in a guest’s stay, then runs the steps you set, over hours or weeks, for every guest who qualifies.

See the CRM
Automated guest journey & guest messaging FAQs

Reasonable questions.

What is an automated guest journey?

An automated guest journey is a series of messages that starts when something happens to a particular guest, rather than on a date you pick. A campaign goes out Thursday to a list. A journey starts when a guest books, checks in or checks out, then unfolds over days or weeks on that guest’s own timeline.

What events can start a guest journey?

In ApexOS: a reservation booked, a check-in, a checkout, a guest abandoning a booking on your website, or a maintenance task marked complete. For last season’s guests, send a broadcast to the segment that stayed.

What is the difference between a journey and a broadcast?

A journey is triggered by something a guest does and runs on its own for every guest who qualifies. A broadcast is one message you send to a saved list or segment, now or on a schedule, for news that won’t wait, like a storm warning or a pool reopening.

Do we have to write all the emails first?

No. Apex drafts templates from a short prompt in the tone you choose, and you edit rather than start from nothing. Templates are built in a visual builder with a live preview.

Can we see which messages bring in bookings?

Yes. A booking is credited to the last message the guest interacted with in the 30 days before, with a click counting over an open, and an open over a send.

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Nobody has to remember. That is the whole point.