If a guest chooses to opt out of receiving SMS messages from your property, Touch Stay can notify you so you're aware they will no longer receive future SMS communications.
Table of contents:
Enable or disable SMS opt-out alerts
Go to Messaging & Chat → Settings (legacy Hub: Message Hub → Settings).
Find Alert me when guest Opt Out of SMS communication.
Select Enabled or Disabled. It's enabled by default.
When enabled, an email is sent to your account owner's email address each time a guest newly opts out of SMS messages. If the same guest sends STOP again, you won't get another alert.
What happens when a guest opts out?
Once a guest opts out:
They will no longer receive SMS messages sent through Message Hub.
Their SMS messages that haven't been sent yet are set to Blocked. SMS messages you add to that guest's invitation later, or try to send manually, are set to Blocked too. To check, go to Messaging & Chat → Invitations (legacy Hub: Message Hub → Invitations), open the three dots menu on the invitation, choose View/Edit and look at the Status column.
If Touch Stay only finds out about an opt-out when it tries to send, that message is set to Blocked instead of Error, and the guest's other unsent SMS messages are blocked as well.
Email messages are not affected and will continue to be delivered as normal (provided the guest hasn't unsubscribed from email communications).
The opt-out applies to that guest's phone number in accordance with SMS messaging regulations.
How does a guest opt out?
Guests with a US phone number can opt out by replying with a standard unsubscribe keyword on its own: STOP, STOPALL, UNSUBSCRIBE, CANCEL, END or QUIT (upper or lower case). Touch Stay only processes these keywords for US numbers.
Can I send SMS messages to them again?
No. Once a guest has opted out, SMS messages cannot be delivered to that phone number unless the guest opts back in through an approved method. This helps ensure compliance with SMS messaging regulations and carrier requirements.
Note: We recommend contacting the guest via email if you need to share important information after they've opted out of SMS communication.
How does a guest opt back in?
Guests with a US phone number can opt back in by replying with START, UNSTOP or YES on its own (upper or lower case). As with opting out, Touch Stay only processes these keywords for US numbers.
When a guest opts back in:
SMS messages can be sent to their phone number again.
Blocked SMS messages that are still scheduled to send in the future are set back to Ready and go out as scheduled.
Blocked SMS messages whose send time has already passed stay Blocked, so they aren't sent late.
Invitations with a departure date in the past aren't switched back on.
🤝 Need help?
Our Fin AI assistant is available 24/7 and typically responds in under 10 seconds. If Fin isn't able to solve your issue, our support team will take ownership of your case from there.
You can also reach out to our team at [email protected], and we'll be happy to help.