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This document will explain the set up the types of messaging services that BookingCenter supports.
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You must subscribe to the SMS Module and have your site enabled for SMS Messaging by BookingCenter Staff. Please contact us at or submit a support ticket to to get started. See SMS Module | Pricing
SMS Letters can be customized with simple text and merge fields.to display specific guest and booking information and sent manually from each booking and/or sent automatically to guests before or after arrival by using Auto Letters.
BookingCenter staff helps create your SMS Letters and then either schedules the delivery in Auto Letters; as part of Self Check-in / out; or you can send SMS manually from the booking. See the steps below.
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SMS Module Setup : Follow these steps to start sending SMS messages. Step 1: The first step is to create an SMS Letter, see Add or Edit SMS Letters. Step 2: Then you can choose to manually send the SMS message to the Guest or set up automatic delivery using Auto Letters. To Manually Send an SMS Message to a Guest from the Booking:
*note: BookingCenter always attempts to use the Mobile number field first. If blank, we then try the Main phone number. If this is also blank, we then try the Business number to send the SMS. Because there are no fees for attempted SMS, this allows us to cascade through the numbers till we find the correct number to SMS. Use Auto Letters: Schedule Delivery of an SMS Message: Note: The Auto Letter function for SMS is available for Self Check-in, eSign and Booking Made Today. See Auto Letters SMS
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What if an SMS doesn't get through to the recipient? If the Mobile number is incorrect, or the Country associated with the Guest is wrong, BookingCenter will email your property with the specific error of the SMS, looking something like this:
Subject: SMS message about booking MYPMSDO1351524 failedDate: April 9, 2019 at 4:17:02 PM PDTThe message failed to send to because...
[HTTP 400] Unable to create record: The 'To' number +1242 is not a valid phone number.
This usually occurs because the mobile number or country code are wrong, so we recommend that you do not attempt to send again without correcting.
What if a Guest replies to your SMS,, which is a shared 'short code' used among many customers? Because the message was sent from a Booking, we track the 'thread' and reply as follows:
The guest receives a message if they reply to the SMS "This is an Automated Service, we will do our best to forward your message to the property you are staying at", but we recommend you contact them directly" reply to your email address, looking something like this:
The property receives an email that captures the text the guest messaged that lookalike this:
From: xxxxx@xxxxx.bookingcenter.com
The guest replied to your 1-way SMS as follows: I will be arriving late, what time does your desk close?
Subject: SMS message about booking MYPMSDO1351524
Date: April 9, 2024 at 5:17:12 PM PDT
To: info@bookingcenter.com
Note the guest received the following response: This is an Automated Service, we will do our best to forward your message to the property you are staying at", but we recommend you contact them directly"
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