Boulder Creek · Guest Communications Standard · Concept v2

Inquiry to settled: how an event gets to yes, what the guest hears, who says it

One run-up to yes. One voice for what goes out. One authority for what changes. One lead per event.

Asset exists Asset missing needs building 90 / 60 / 30 light touch to the lead, not the guest auto fires by itself nudge taps a human T-30 = 30 days before arrival · T+7 = 7 days after

The run-up · inquiry to confirmed · sort is manual to start

Inquiry

form · email · call

Website form, simple: just enough for a quick decision, budget estimate and headcount included. On the board, not the calendar. Seth, Adam, and re•world see every inquiry. Then a call to learn more, or the fuller questionnaire + info packet. The packet stays sendable, not public: a person delivers it.

Rate: fit · mission · money Lead + sub-lead named Inquiry form Questionnaire + packet

autoNew inquiry pings Seth + Adam + re•world · owner set fires an SMS to the lead

→

Internal yes

details reviewed

"We all agree we want the event." That's the gate. Contract goes out on the yes.

→

Hold

contract + deposit invoice out

Dates go on the calendar NOW, as a hold, under the two-week confirm-or-release rule.

Two-week confirm-or-release

→

Confirmed

deposit paid + countersigned

Not before. "Reply yes and it's booked" is retired. Same moment as stage 1 below: the journey starts.

Considerations checkpoints · 90 / 60 / 30 days out One short message to the EVENT LEAD, one link, no task list: "This is 90 days out. See what's relevant on the sheet. Reach out as needed."

All three link the same one-page sheet. It tells the lead where to look; it does not assign work. 30 days out doubles as the money beat: deposit 2 (50%) lands here · 25 / 50 / 25 at booking / 30 days / arrival.

Considerations sheet · 26-0717 nudge

The journey · booked to settled

Guest
receives

Lead
sends / does

GHL
rail

1 · Booked

day 0 · countersigned + deposit 1 in (25%)

Guest receives Confirmation note: dates solid, 3:00 PM in / 11:00 AM out, what they paid, what happens next. Waiver link goes out now, not at the door.

Agreement Waiver · Tally Invoice · Stripe

Lead sends / does The event lead sends the confirmation, opens the booking sheet, names the on-site host. Money gates set: 25 / 50 / 25.

Authority · changes to money or dates are agreement changes. Lead only.

GHL rail

autoContact record + tags · full sequence scheduled off the arrival date

nudgeLead gets the confirmation draft to personalize and send

2 · Pre-arrival

T-30 · T-14 · T-3

Guest receives 30 days out: logistics note + final-count ask + deposit 2 invoice (50%, taxes itemized). T-14: count and waivers due, chase until every name is in. T-3: arrival guide with map, directions, parking, who to call.

Arrival guide Campus map Invoice · Stripe

Lead sends / does The event lead runs all three sends. Count and waivers collected by T-14.

Authority · price sheet holds as written. Discounts and exceptions go up the approval lane.

GHL rail

autoT-30 / T-14 / T-3 sends fire on schedule

nudge90 / 60 / 30 considerations notes go to the lead, each linking the sheet

nudgeLead pinged while count or waivers stay open at T-14

3 · Arrival

day of · on property

Guest receives Welcome from the on-site host. One-pager in the space: house rules, quiet hours 11 PM, pond and sauna expectations, wifi, who to call.

Property one-pager

Lead sends / does The event lead hands off to the on-site host with a walkthrough. Final 25% settles at arrival on the money handler's rail.

Authority · host settles comfort issues on the spot. Money goes back to the event lead.

GHL rail

autoArrival-day text with the host's number

nudgeHost pinged: your guests land today

4 · During

the stay

Guest receives Presence, not messages. One person to ask for anything. One in-person check-in mid-stay.

Review QR cards

Lead sends / does On-site host owns the guest experience end to end.

Authority · inside the house rules the host decides. Damage documented same day, settled at closeout.

GHL rail

Quiet by design.

nudgeOne mid-stay ping to the host, not the guest

5 · Closeout

T+1 · T+7

Guest receives T+1 thank-you + review ask, plus photos if we took them. T+7 rebook or referral note.

Lead sends / does The event lead closes the record: five numbers logged, deposit or damage settled with the money handler, rebook decision made.

Authority · damage beyond the deposit goes up the approval lane.

Five-numbers sheet

GHL rail

autoT+1 thank-you send

nudgeT+7: log the five numbers, settle, make the rebook call