Answer OwnerRez Guest Questions on WhatsApp
This recipe answers guests who ask about their own booking. It finds the booking in OwnerRez, replies with the details and keeps the guest record up to date. Part of connecting OwnerRez to WhatsApp and AI chat.
What happens today
A guest asks on WhatsApp what time they can check in, then says they will arrive at 11pm and would like a cot. The person replying finds the booking, answers, and means to note the arrival time later. The note gets lost, and nobody is waiting at 11pm.
The flow that works
- AeroChat matches the guest to their booking in OwnerRez.
- It replies with the dates, the property and the check-in details.
- It answers questions about the stay from the knowledge base.
- It updates the guest record when contact details change.
- It hands anything it cannot settle to your team.
The recipe
Copy this into AeroChat
When a guest asks about their booking, follow these steps.
- Find their booking in OwnerRez by phone number or email. If there is no match, ask for their booking number and the name on the booking. Only continue if both match.
- Reply with their arrival and departure dates, the property or room, and our check-in and check-out times.
- Answer questions about the stay from the knowledge base, such as directions, parking and Wi-Fi.
- If they give a new phone number or email, update their guest record in OwnerRez. If they give an arrival time or ask for something, tell them our team will confirm and pass the request to our team.
- If they ask for something with a charge, such as early check-in or an extra bed, tell them the price from the knowledge base and that our team will confirm it.
- If they have a complaint or a problem during the stay, hand the conversation to our team straight away.
Never share a booking with someone whose phone or email does not match it. Never promise early check-in yourself. Reply in the customer’s language.
Change the check-in times and the extras to your own before you paste it.
What to connect
- OwnerRez. Create a personal access token in the developer and API settings of your OwnerRez account. Paste it in with your OwnerRez login email when AeroChat asks. AeroChat reads bookings and guests and updates guest details.
- Your knowledge base. Upload your house guide, check-in instructions and the price of extras to AeroChat.
After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect OwnerRez, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from OwnerRez’s public documentation, the checklist asks you to check it once against the current docs.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
What you still decide
- How a guest proves the booking is theirs.
- Which requests go straight to your team.
- Which extras it can quote.
The result to expect
Guests get their booking details and stay answers straight away, their contact details stay current in OwnerRez, and your team only sees the requests that need a person.
Measure it with your own numbers: messages your team answers per booking, and missed arrival requests, for a month before and after.
Next: send quotes from chat.
Works on every chat channel
This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, the chat on your website and email, with the same OwnerRez connection behind it. See what each channel does on the OwnerRez integration page.
Answer your first guest question in chat
Paste the recipe, add your OwnerRez token, and ask about a test booking from your own phone.
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On Shopify? Install AeroChat from the Shopify App Store.