Summary: The Automated Check-In Message feature allows the platform to automatically send a welcome message to guests as soon as their reservation status changes to "Checked In". This can be configured per location using a message template of your choice.
Permissions: Location Admin, Brand Admin
Steps to follow
Go to Settings
Click on the Locations tab on the top row
Select a location
Click Guest App Configuration
Scroll to the Check-In Message Template section and select the template you want to send
Click Save Changes
⚠️ Important: This can only be actioned by location admins, or brand admins.
Common Questions
Q: Can I set a different check-in message for each location?
A: Yes. The check-in message template is configured at the location level, so you can set a different message for each location.
Q: What happens if no template is selected?
A: If no template is selected, no automated message will be sent when a guest checks in. Make sure a template is selected and saved to activate the feature.
Q: Who can set up or change the check-in message template?
A: Only Location Admins and Brand Admins have permission to configure the check-in message template.
Q: Why wasn't a check-in message sent to a guest?
A: There are a few possible reasons a check-in message may not have been sent:
No template selected — If no check-in message template has been selected in the Guest App Configuration, no message will be sent. Please ask your location admin to check that a template is saved for that location.
Template has been edited on AXP but not approved by Meta — If a check-in message template has been edited on AXP, no message will be sent. Please ask your location admin to have the updated template, including name and content, approved by Meta.
Reservation status didn't change to "Checked In" — The message is only triggered when the reservation status changes to "Checked In". If the status was set manually or skipped, the trigger may not have fired.
Guest has no messaging channel — If the guest doesn't have a valid contact (e.g. no phone number or email linked to their reservation), the message cannot be delivered.
Messaging is not enabled for the location — Confirm that messaging is active for the location in question.
If none of the above apply, escalate to the Alliants support team from Help & Support tab, with the reservation details for further investigation.