Message variables let you drop live guest and reservation details into a message you're writing by hand — first name, room number, stay dates, links, and more — without copying anything from the guest's profile.
Inserting a variable
In the conversation composer, click the { } button to open the variable picker.
Choose the guest or reservation detail you want to insert.
Set a fallback value — what appears if that detail is missing for this guest (for example, "there" as a fallback for first name).
How composer variables resolve
Unlike variables in an automation — which stay as tokens and fill in when the automation runs later — composer variables resolve immediately to the real value for the guest in the open conversation. You're writing to one specific person with one specific reservation, so you see the finished text before you send.
Good to know
Set fallbacks for guest-facing messages. If a variable has no value and no fallback, that part of the message goes out blank.
Links resolve safely. If a link can't be generated, the message won't send a broken or empty link — you'll be prompted rather than sending something incomplete.
Same details, everywhere. Composer variables and snippet variables draw from the same guest and reservation data you see in the detail panel.
Check-in and check-out links stay fresh in snippets. Both are available in the picker alongside first name, room number, stay dates, and payment link. The link text drops into your message right away, but the guest's portal session isn't created until they tap it — so a snippet holding a check-in or check-out link still works weeks later. A check-out link stops working 24 hours after departure. See Mews Magic Links.
Still need help?
Reach out via the chat widget in your Hello Hotel app, or email [email protected].