Welcome greets the guest on the day of arrival with an automatic message. The hotel sets whether the message goes out and at what time on the day of arrival; ReGuest then creates it for every confirmed reservation and sends it. Welcome is under Autopilot › Auto Messages, card “Welcome”. In some hotels, the “Autopilot” menu does not yet show “Auto Messages”. There, Welcome is under Autopilot › On-stay Messages, and the settings are under Settings › Messaging Automation. The example and the pages below describe “Auto Messages”.
Example: Greet guests at 2 p.m. on the day of arrival
Under Autopilot › Auto Messages, open the “Welcome” card.
Open the “Settings” tab.
In the “Automation” box, switch on “Send on-stay messages”. When you do, ReGuest sets the start time to 10:00 a.m.
In the “Start time for sending on-stay messages on the arrival day” field, change the time to 2 p.m. It then says “at” 14 “on the day of arrival” there.
On the right of the title bar, select “Save”. It then says “saved” there.
For every confirmed reservation with arrival in the next three days, ReGuest creates a welcome message, scheduled for the day of arrival at 2 p.m.
The “Welcome” card in the “Auto Messages” overview then shows the status “Active”, and the messages created are listed in the “Messages” tab.
The pages in detail
Card “Welcome” under “Auto Messages”
The “Auto Messages” overview shows one card per automatic message. The “Welcome” card carries the text “Automatic welcome message upon your guests' arrival” and a status:
“Active”: Welcome is switched on and goes to the guests.
“Test mode”: The message goes by e-mail to the author at the hotel instead of to the guest.
“Deactivated”: Welcome is enabled for the hotel, but “Send on-stay messages” is switched off.
“Not active”: Welcome is not enabled for the hotel. The card is then greyed out and refers you to support.
The card leads to the “Messages”, “Report” and “Settings” tabs.
Tab “Messages”
The tab lists the welcome messages with the columns “Send automatically” and “Guest”. A message has the status “prepared”, “deactivated”, “Sent” or “read”. The filters “Period”, “Filter by name...” and “Facility/Hotel” narrow the list down to a period, a guest or a property; “All facilities/hotels” shows all properties again.
“Edit” opens the “Welcome for: …” page as long as the message is “prepared” or “deactivated”. If the message is no longer “prepared” or “deactivated”, the same button is called “Details”.
“Send now” sets the sending time of the message to now.
“Go to reservation” opens the first booking of the correspondence the message belongs to. If it belongs to no correspondence, the button is missing.
“Go to guest” opens the guest's profile in the “Guests Archive”.
Page “Welcome for: …”
The page shows a single welcome message. Under “Name” and “E-Mail” is the guest it goes to.
The “Send information” box shows its “Status”, and under “Will be sent on” and “Time” the time of sending. Under “Actions”, “Stop” halts the message, “Activate” restarts a halted message, and “Send now” sets its sending time to now.
The “Message” box shows the “Author”, “Template”, “Title” and “Content” of the message. The content can only be read here. “To template” leads to the e-mail templates of the welcome message. The button only appears for a message that has not yet been sent.
Tab “Report”
The tab shows key figures for the last 7, 30 or 90 days or for a freely chosen period: “Messages”, “Click rate”, “Upselling rate” and “Upselling sales”. “Click rate” is the share of opened messages.
Tab “Settings”
In the “Automation” box, “Send on-stay messages” switches the welcome message on and sets the start time to 10:00 a.m. The “Start time for sending on-stay messages on the arrival day” field sets the time on the day of arrival at which the message goes out. As long as no start time is set, the message is switched off.
In the “Templates” box, “Edit templates” opens the e-mail templates of the welcome message, that is, the text the guest receives.
After a change, “Cancel” and “Save” appear on the right of the title bar. “Cancel” discards the change, “Save” saves it.
In the website messenger
In the website messenger, a guest can enter their e-mail address. If the welcome message of their stay has not yet been sent, it goes out immediately. If the guest enters their e-mail address after the welcome message has already been delivered or its sending has failed, it goes out again.
Prerequisites
‘Welcome’ belongs to the Guest Management licence module. With Marketplace › Staymate, forwarding the guest to Staymate when they open the welcome message is added.
If the module is licensed, access to it is enabled for specific users through their role. The following need their own access in the role: saving the settings and “To template”. Roles are managed by ReGuest support.
Frequently asked questions
When does the welcome message go out? On the day of arrival, at the time from the field “Start time for sending on-stay messages on the arrival day”. After switching on, it says 10:00 a.m. there.
For which guests does ReGuest create a message? For confirmed reservations, as soon as the arrival is within the next three days. ReGuest chooses the template by the guest's language and by the property.
Why does a message show “deactivated”? The guest has excluded the welcome message in their profile, or the reservation is no longer confirmed.
What does the guest see when they open the message? The page of the message. If a partner is set up for the stay, ReGuest first forwards them there: to Staymate if the hotel has Staymate, otherwise to Carlito or Orderando.
Can the text be changed for an individual guest? No, on the “Welcome for: …” page the content can only be read. The text comes from the templates, which “Edit templates” in the “Settings” tab opens.
Why does the card show “Test mode”? In test mode, the message goes to the author at the hotel instead of to the guest. ReGuest support can tell you whether test mode is switched on for the hotel.
Why are “Save” and “To template” missing? “Save” only appears after a change, “To template” only for a message that has not yet been sent. Both also need their own access in the role. Roles are managed by ReGuest support.
Why is the “Welcome” card greyed out? Welcome is not enabled for the hotel. ReGuest support can tell you whether Welcome is set up for the hotel.
Why is the “Autopilot” menu item missing? Only a user whose role contains the access sees it. Roles are managed by ReGuest support, and it can also tell you whether Welcome is set up for the hotel.
As of: 2026-10-23.