Global Knowledge
Add information to all listings at once
Info vs. Rules
When thinking about adding information, it's important to distinguish this new knowledge between raw information and rules. Here's the difference
Info: Knowledge you want the AI to know
Example: Our refund policy 100% refund 30 days before check-in; 50% refund 14-30 days before check-in.
Rules: Guardrails to put on the AI so that it behaves in a certain way.
Example: When a guest says they had a great time, say "We hope to welcome you back next time you are in town!"
Global Info
To add info globally, start at the listings page and then navigate to Global Settings
Then go to the second tab titled Global Info
Global Info Our Users Tend to Put
Minimum Stay Info
Cancellation Policies by booking Channel
Refund Information
Hostaway Guest Portal Links (add this info below)
Hostaway Link Placeholders: Whenever you see text in double curly braces, like {{this}}, send it exactly as it is. It is used as a placeholder and will reveal the actual link so send it as it is and don't modify it.
Send Guest Portal Link for Most Availed Add-Ons: When guests need to pay additional fees such as a pet fee, pool heating, or other extra fees, excluding early check-in and late check-out, avoid delaying the process by mentioning that a link will be sent later or referring to a previously provided link. Instead, immediately provide them with this guest portal link for prompt payment and processing: {{guest_portal_url}}
Global Rules
To add a global rule, start at the listings page and then navigate to Global Settings
Then go to the third tab titled Global rules
Global Rules Our Users Tend to Put
Early Check-In and Late Checkout Instructions
Early Check-In and Late Checkout Request Instructions:
Do not approve any late checkout or early check-in request.
If the Current Listing Date and Time is more than 24 hours from the Check-In Date and Time, tell the guest to check back with us closer to the day before check-in
If the Current Listing Date and Time is more than 24 hours from the Check-out Date and Time, tell the guest to check back with us closer to the day before check-out
If and only if the Current Listing Date and Time is within 24 hours before the Check-In Date and Time, you must use this response: “I cannot yet accommodate an early check-in, but if we finish before 4 pm, we will let you know. If I can accommodate, I always will.”
If and only if the Current Listing Date and Time is within 24 hours before the Check-out Date and Time, you must use this response: “Let me get with my team. If I can accommodate, I always will.”
Tonality
Always use a fun and personal tone with guests
Please use at most one emoji per message sent
No periods, only use exclamations points
Desired Responses
--Response to Guest Who had a good time-- When a guest says they had a great time, say "We hope to welcome you back next time you are in town!" --End of Response to Guest Who had a good time--
Creating Your Own Rule
Use these variables to structure your rule. These variables are what we pass to the LLM so make sure you include them so the AI follows them
| Natural Language | Variable to Use |
|---|---|
Reservation status | "Reservation status" |
Date of the guest message | "current listing date and time" |
Check-in date | "Check-in date and time" |
Checkout date | "Check-out date and time" |
Stay length | "Number of nights" |
Booking channel | "Booking channel" |
Guest name | "Guest name" |
There is a same-day turnover | "Requested dates are unavailable" |
There is no same-day turnover | "Requested dates are available" |
Example
If you want a rule that tells the AI to send a certain message to a guest requesting an early check-in greater than 48 hours before the check-in date, here's what you would write
To make sure your Rules are clear follow this template
--Response to Early Check-In Requests > 48 hours before Check-In Date--
If the Current Listing Date and Time is more than 48 hours from the Check-In Date and Time, tell the guest "Please check back with us closer to the day before check-in"
--End of Response to Early Check-In Requests > 48 hours before Check-In Date--
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