The Reservation Status Change trigger fires when an existing reservation's status changes in your PMS. Use it to automate actions based on guest activity — like sending a welcome message when someone checks in, or a follow-up when they check out.
When Hello Hotel syncs with your PMS (e.g., Mews), it detects when a reservation's status changes from one value to another. This trigger fires on that transition.
You select the destination status — the status the reservation is changing to.
Important: This trigger only fires on status changes to existing reservations. A brand new reservation that's created with a status of "Confirmed" will not fire this trigger, because there's no previous status to change from. To automate on new bookings, use the New Reservation Created trigger instead.
Here's what each status means:
Inquired — a reservation inquiry has been submitted but not yet confirmed
Confirmed — the reservation is confirmed and the guest is expected to arrive
Optional — a tentative reservation that hasn't been confirmed yet
Requested — a reservation request that's awaiting approval
Started (Checked In) — the guest has checked in and their stay is active
Processed (Checked Out) — the guest has checked out and the stay is complete
Canceled — the reservation was canceled
Trigger on "Started (Checked In)" — send a welcome message, WiFi details, or house rules when a guest checks in
Trigger on "Processed (Checked Out)" — send a thank-you message or review request after checkout
Trigger on "Canceled" — send a cancellation confirmation or a "we'd love to have you back" message
Trigger on "Confirmed" — send pre-arrival information when a reservation changes from Optional or Requested to Confirmed
Pair this trigger with conditions to create more targeted automations. For example, trigger on "Started" then check if the guest has a phone number before sending an SMS.
Remember that this fires on the status transition, not on a schedule. The automation runs as soon as the sync detects the change.
