This guide helps Hotel, Short‑Stay, and Homestay Hosts quickly choose, customise, and deploy the right message templates inside the Janus Business Portal. It is designed as a practical reference so you can pick the right message for the right moment in the guest journey—without trial and error.
How to Use This Guide
- Identify where the guest is in their journey (before arrival, during stay, after checkout).
- Copy the suggested template.
- Customise the fields (marked in [brackets])…if needed…
- Save and schedule the message in the Janus Business Portal.
| 💡 Tip: Keep messages clear, helpful, and neutral to ensure they remain classified as Utility Messages(…for META Submission…) |
Message Categories Overview
| Category | Purpose | When Do You Want To Send It? |
|---|---|---|
| Booking Confirmation | Confirm reservation details | When Received Booking Records |
| Pre‑Arrival Info | Prepare guest for arrival | A Day Before Checkin |
| Check‑In Instructions | Enable smooth self check‑in | Checkin Date |
| During‑Stay Support | Reduce guest questions | Checkin Date |
| House Rules & Reminders | Set expectations | A Day Before Checkout |
| Check‑Out Instructions | Ensure smooth departure | Checkout Day |
| Post‑Stay Follow‑Up | Close the stay professionally | Checkout Day |
Understanding Common Keywords
This is the common keywords you should take note while editing your schedule message, the common keywords will fill in the variable collected via PMS/Channel Manager.
💡Tip: All message templates should include at least one common keyword (e.g. booking, check-in, check-out, stay, reservation) for Meta submission.
Forbidden Keywords (Do Not Use): Avoid sensitive access-related terms such as PIN, passcode, password, OTP, or similar wording in message templates.
Recommended Message Template
Booking Confirmation
Hi :name,
Your booking at :hotel has been confirmed.
Booking Number: :bookingNumber
Check-in Date: :checkin_date
Check-in details will be shared closer to your arrival. Please reply to this message if you need assistance.Hi :name 😊
Your stay at :hotel is confirmed.
Booking Number: :bookingNumber
Check-in Date: :checkin_date
We’ll share your check-in details before arrival. You may reply to this message if assistance is needed.Hi :name,
This is a confirmation of your booking at :hotel
Booking Number: :bookingNumber
Check-in Date: :checkin_date
Further check-in details will be provided closer to your stay.Pre-Arrival
Hi :name😊
We’re excited to welcome you to :hotel soon!
🕒 Check-in Time: :checkin_time
🕒 Check-out Time: :checkout_time
Full check-in instructions will be shared on your arrival day. Feel free to reply if you need any assistance.Hi :name👋
Just a quick note before your stay at :hotel :-
🕒 Check-in starts at :checkin_time
🕒 Check-out is by :checkout_time
We’ll send your detailed check-in instructions on arrival day. Let us know if you need help.Hi :name
Pre-arrival information for your stay at :hotel:
• Check-in Time: :checkin_time
• Check-out Time: :checkout_time
Detailed check-in instructions will follow on your arrival day. Please reply if you need assistance.Checkin Day
Hi :name 👋
Welcome! Your booking (:bookingNumber) is ready.
🛏 Room: :room
📌 Important Info: :unit_remark
We hope you enjoy your stay! Reply to this message if you need any assistance.Hi :name,
Your booking (:bookingNumber) has been checked in.
Room assigned: :room
Instructions & Info: :unit_remark
Please reply to this message if you need support during your stay.Hi :name 😊
Your stay has begun! Booking (:bookingNumber) is confirmed.
Assigned Room: :room
Guest Instructions: :unit_remark
Enjoy your stay and feel free to reply if you need help.| 💡 Tip: Unit Remarks will be send as URL when opt for WhatsApp Cloud API connection (WABA) |
Checkout Reminder
Hi :name 👋
This is a friendly reminder that your check-out from :hotel is at :checkout_time.
Important Checkout Terms:
Late check-out without prior approval is subject to a MYR 200 fee.
Refer to your unit details message for check-out instructions.
Please ensure all key cards are returned; lost cards incur a MYR 300 fee each.
Please make sure to follow the instructions to avoid any fees. Thank you for staying with us, and we hope you had a pleasant experience!Hi :name 😊
Just a reminder that check-out is at :checkout_time.
Checkout Rules & Fees:
Late check-out without prior approval is subject to a MYR 200 fee.
Refer to your unit details message for check-out instructions.
Please ensure all key cards are returned; lost cards incur a MYR 300 fee each.
We hope you enjoyed your stay. Safe travels!Hello :name,
Your scheduled check-out from :hotel is at :checkout_time.
Important:
Late check-out without prior approval is subject to a MYR 200 fee.
Refer to your unit details message for check-out instructions.
Please ensure all key cards are returned; lost cards incur a MYR 300 fee each.
Thank you for staying with us. Please contact us if you have any questions about your departure.Checkout Day
Hi :name 👋
Thank you for staying at :hotel! We hope you had a wonderful experience.
We look forward to welcoming you back soon. Safe travels!Hello :name,
Thank you for choosing :hotel for your stay. We hope everything met your expectations.
We look forward to hosting you again in the future.Hi :name 😊
Thank you for staying at :hotel! We hope you enjoyed your stay.
We’d love to hear your feedback—please reply to this message with any comments or suggestions.When Condition Meet
Hi :name 👋
Ahead of your stay at :hotel, we kindly request the following to complete your booking (:bookingNumber):
A copy of your IC/Passport
Payment of the security deposit of RM100
This will help ensure a smooth check-in process. Thank you for your cooperation!Hello :name,
To complete your upcoming stay at :hotel, booking (:bookingNumber), we require:
• Copy of IC / Passport
• Security deposit payment of RM100
Your prompt action ensures a hassle-free check-in.⚠️ Important Note
These message templates are provided as reference only and are not 100% foolproof for Meta submission under the Utility category. Some trial and error may still be required during submission.
If you cannot find a suitable template or need assistance, please reach out to our support team.
These templates are meant to guide you—feel free to update and edit them according to your operational preferences.
