Take Advantage of Pre-Arrival Links

Modified on Fri, 10 Oct at 6:33 PM

Understanding Pre-Arrival Links

Pre-arrival links are a powerful way to prepare guests for their stay before they arrive at your property. By including helpful information in pre-arrival emails, you can create a smooth transition for guests while collecting important information and even helping them connect to Wi-Fi before they walk through the door.

Benefits of Pre-Arrival Links

Guest Information Collection: Gather important details before arrival
Wi-Fi Pre-Configuration: Allow guests to connect their devices to Wi-Fi before they arrive
Property Information: Share check-in instructions, amenities, and house rules in advance
Personalized Experience: Greet guests by name and customize content for their specific stay
Reduced Support Inquiries: Proactively answer common questions before guests arrive

Requirements

Before creating pre-arrival links, ensure you have:

An active plan
A Porter linked to your Location

Types of Pre-Arrival Links

Our system offers two types of pre-arrival links, each designed for different use cases:

1. Temporary Pre-Arrival Links

Temporary links are ideal for one-time sharing or manual distribution:

Active for one week from creation
Automatic expiration ensures property information isn't available indefinitely after guests leave
Perfect for: Manual emails, direct booking confirmations, or sharing with individual guests
Privacy-focused: Links expire to protect your property information

2. Permanent Pre-Arrival Links (PMS Integration Only)

When your Location is connected to a Property Management System, you gain access to enhanced permanent pre-arrival links:

Used in PMS email templates for automated pre-arrival communications
Includes reservation ID variable that your PMS automatically fills when sending emails
Personalized greeting: Welcomes guests by name based on reservation details
Stay-specific customization: Content can be tailored to each reservation
Auto-expiring: Links automatically expire after the stay ends
Reusable: The same permanent link works for all reservations

How Permanent Links Work: Your PMS inserts the unique reservation ID into the link URL when sending the pre-arrival email. When guests click the link, our system identifies their reservation and displays personalized content. After checkout, the link automatically expires for that specific reservation. It is ok to use the same pre-arrival link for all properties - our system will use the reservation to automatically load the correct property.

Accessing Pre-Arrival Links

Creating New Links

Navigate to your desired Location in the Porter Dashboard
Select Porters & Links
Generate temporary or permanent pre-arrival links as needed

Screenshot: Porters & Links section showing pre-arrival link options

Copying Links for Specific Reservations

For quick access to reservation-specific pre-arrival links, you can copy them directly from two places:

Pre-arrival Link Area: View all upcoming reservations with quick-copy links
Location Info Section: Access reservation list with pre-arrival links for each booking

Screenshot: Upcoming reservations list showing copy link option

Best Practices for Pre-Arrival Emails

To maximize the effectiveness of your pre-arrival links, consider including:

Essential Information

Check-in instructions: Door codes, lockbox locations, or key pickup details
Wi-Fi credentials: Network name and password for easy connection
Property address and parking: Clear directions and parking information
House rules: Quiet hours, pet policies, and property guidelines

Enhanced Guest Experience

Local recommendations: Nearby restaurants, attractions, and services
Amenity details: How to use special features like hot tubs, smart TVs, or coffee makers
Contact information: How to reach you for questions or emergencies
Special touches: Welcome messages or personalized recommendations based on the guest's needs

Setting Up PMS Email Templates

If you're using a Property Management System with permanent pre-arrival links:

Copy the permanent pre-arrival link from Porters & Links
Navigate to your PMS email template settings
Insert the link into your pre-arrival email template
Your PMS will automatically insert the reservation info into the link when it sends
Test the email with a sample reservation to verify personalization works correctly

Tip: Send pre-arrival emails long enough before check-in to give guests time to review information and ask questions.

Understanding Link Expiration

Link Type	Expiration	Best Use Case
Temporary	One week from creation	Manual distribution, one-time sharing, direct bookings
Permanent (PMS)	After stay checkout date	Automated PMS emails, personalized guest communications

Link expiration is an important privacy and security feature that ensures:

Former guests cannot access current property information
Check-in codes and sensitive details remain secure after stays end
Your property information isn't publicly accessible indefinitely

Troubleshooting Tips

Issue	Solution
Cannot Create Pre-Arrival Link	Verify you have an active plan and a Porter linked to the Location
Link Not Personalizing Guest Name	Ensure you're using a permanent link with the reservation ID variable correctly inserted by your PMS
Link Expired Too Soon	Temporary links expire after one week. For longer access, use permanent links with PMS integration
Guest Cannot Access Link	Check that the link hasn't expired and that the reservation is still active in your system

Need Additional Help?

If you have questions about setting up pre-arrival links or integrating them with your Property Management System, please contact our support team (info@tenonedesign.com) for assistance.