MESSAGING BEST PRACTICES:

The DACK app allows you to enhance the guest experience by offering pre-check-in information and opportunities, available to guests from the convenience of their mobile device.

TLDR: A well-developed messaging strategy is the key to encouraging your guests to download the app, allowing them to have the best customer experience possible.

Here are our suggestions for a successful launch. Please feel free to copy and paste from this document.

From your PMS and other guest messaging platforms:

More than likely, you already have automated messaging set up for your guests. This is the best place to start. Guests will trust communication coming directly from their host, and your enthusiasm for your mobile guest app will send them right to the app store. Here are a few steps to take:

If possible, send a marketing email from your PMS or marketing software to all of your future guests announcing your new guest experience app the day that you go live. The message could say something like:

We are so looking forward to your stay with us. We, in partnership with DACK, Inc., have created a mobile guest app to make your stay as easy as possible. On the app, you'll find property and check-in details, amenities, our local recommendations, and more.

We are thrilled to be able to offer you this opportunity to enhance your experience with us! You can find the DACK app in your preferred app store, or by following this link: https://dackinc.app.link/booking-confirmation-sms -

Once downloaded, please enter your reservation number or mobile phone number associated with your reservation to register. And after you’ve registered, you’ll have the opportunity to invite the rest of the party to the app! No more forwarding emails or answering everyone’s questions–everyone will have access to the same information and can participate in planning a fun-filled vacation.

TIP: You can also send this and other messages to your Airbnb guests. Airbnb will allow you to send guests off of their platform if you offer a concierge app. For more information, visit Airbnb’s Off Platform policies here.

Add details about DACK, with the link to download, in all of your automated communications with guests. For example, your booking confirmation email, your check-in email, pre-stay text messages, and any other touchpoints. You can add something like this to your existing emails or texts:

For your convenience, please download our mobile app DACK to assist you before and during your stay. Using the DACK app, you’ll be able to submit an early check-in request, add a pet to your reservation, find directions to your property, view your virtual property guide, find local dining recommendations, and so much more! DACK can be downloaded on any smartphone or tablet. You will receive a text message with a link to download the DACK app. Once downloaded, please enter your reservation number or mobile phone number associated with your reservation to register.

And be sure to invite the rest of your party by scrolling to the bottom of the home screen and clicking on “Your Party.”

TIP: A DACK operator with an almost 100% download rate mentions the DACK app four times within his check-in email, with the link to download. He sprinkles it throughout the email, giving different reasons to download the app, such as checking out their local recommendations, reviewing property amenities, and requesting early check-in.

Repetition, repetition, repetition!

If you also send text messages to your guest, these provide you with yet another opportunity to encourage downloading the DACK app.

Did we mention repetition? We encourage you to continue to recommend downloading the app at every touch point leading up to a stay. For example, if a calls or emails to ask a question about their property, you can take that opportunity to mention your app. “If you haven’t already, please download our mobile guest app DACK to assist you before and during your stay.”

From your DACK messaging portal:

Messages sent from within DACK are one-way, and are meant to encourage engagement with the app. Here are a few notes on the three types of messages you can send via DACK:

DACK Message Templates:

There are a variety of email templates available to you. However, our suggestion would be to personalize these templates or simply create custom messages. Here are our recommendations:

Booking Confirmation Text

This message will send when a new reservation syncs to your DACK portal. (NOTE: If a reservation syncs 24 hours or less before check in, this message will not go out.)

Suggested text:

Hi {{FirstName}}. Thank you for choosing Seaside Rentals. We look forward to having you! For property information, local recommendations, and other helpful tips to plan your stay, make sure to download our guest experience app today! Once downloaded, simply enter your reservation number or mobile phone number associated with your reservation to register. Your reservation number is {{ReservationNumber}}.

Click here to download the DACK app: https://dackinc.app.link/booking-confirmation-sms -

Custom Pre-Check In Text Message

Around the time that you send your check-in email to your guests (where we recommend including reminders about the DACK app!), we suggest also sending a custom text message.

Suggested text:

Hi {{FirstName}}. Your trip with Seaside Rentals is right around the corner! If you haven’t already, make sure to download our guest experience app to find all of our local recommendations, answer any questions about your property, and request Early Check-In and other opportunities to enhance your stay. Once downloaded, be sure to invite all of your party to the app!

Click here to download the DACK app: https://dackinc.app.link/booking-confirmation-sms -

Digital Access Code

You are able to send access codes and instructions via text message to all of your guests, even if they haven’t downloaded the app. This message will send at the time determined by your Pre-Check In Window in your Account Settings.

Suggested text (but should be edited to reflect your specific access instructions):

Hi {{FirstName}}, Seaside Rentals looks forward to welcoming you! Your code to enter is {{CODE}}. Enter this four-digit code and click the checkmark to open the door.

And, don’t forget to download the DACK app for more information about your stay! https://dackinc.app.link/access-code-sms - {{OperatorName}}

PUSH NOTIFICATIONS:

We highly recommend creating several fun custom Push Notifications leading up to a guest’s stay. Push Notifications are a quick way to drive engagement in the app. Because some people choose to turn off push notifications, we do not recommend sending important details this way.

TIP: You can choose to send push notifications to “All Guests,” so any additional guests added to a reservation will also receive them. This is a great way to allow all members of a party to get involved in planning the vacation, including purchasing upsells!

TIP: You can route your push notification to different sections of the app, including Enhance Your Stay (Upsells), Local Recommendations, Property Guide, and more.

Some examples:

It’s Vacation Time!

Have you checked out our local recommendations? We’ve included our favorites to help you plan a great getaway!

Ready to relax?

Head to the DACK app to request Early Check In. We’ll do our best to get your getaway started a little earlier.

Packing your bags?

Make sure to read through your Property Info and check out our Amenities so you have everything you need for your stay.

NOTE REGARDING ADDITIONAL GUESTS:

The ability to add additional guests is an extremely useful aspect of the DACK app. This allows guests to all have access to information about their stay, not just the primary booker. Additionally, all guests will have the ability to purchase upsells. This will allow everyone to participate in opportunities to enhance their stay, and will likely result in an increase in upsells. AND, you'll have a record of these additional email addresses even if the added guests don't choose to download the app.

We highly recommend finding opportunities to remind the primary book to add the rest of their party to the app!