Guest Communication Templates for Short-Term Rentals

The Communication Sequence

Every guest interaction follows a predictable pattern from first inquiry to post-stay review. Having pre-written templates for each stage saves hours of repetitive typing and ensures consistent, professional communication. Most hosts automate these messages using tools like Hospitable (formerly Smartbnb), Guesty, or the built-in scheduled messages on Airbnb.

The standard sequence includes 5-7 touchpoints: booking confirmation, pre-arrival details, check-in day instructions, mid-stay check-in, pre-checkout reminder, post-checkout thank you, and review request. Each message should be warm but concise. Guests do not want to read paragraphs of text on their phone.

Pre-Arrival Messages

Booking confirmation (sent immediately after booking). Thank the guest, confirm dates, and let them know you will send detailed check-in instructions closer to their arrival. Example: "Hi [Guest Name], thanks for booking! I'm looking forward to hosting you [dates]. I'll send check-in details a day or two before your arrival. If you have any questions before then, feel free to ask."

Pre-arrival message (sent 1-2 days before check-in). This is your most important message. Include the property address, parking instructions, door code or key location, Wi-Fi name and password, and any arrival-specific details (which entrance to use, elevator vs. stairs). Format this as a short, scannable list. Guests are often traveling when they read this and need to find information quickly.

Example structure:

• Address: [full address with unit number]
• Parking: [specific instructions]
• Door code: [code]
• Wi-Fi: [network name] / Password: [password]
• Check-in time: [time] or later
• [Any special instructions]

Keep this message saved somewhere the guest can easily reference it. Airbnb's "House Manual" feature and digital guidebook tools (Hostfully, Touch Stay) provide a permanent link guests can bookmark.

During the Stay

Check-in day message (sent 2-3 hours after check-in time). A short message confirming they arrived safely and offering help. Example: "Hi [Guest Name], hope you got settled in. Everything look good? Let me know if you need anything at all."

This single message does two things. It catches problems early (a guest who discovers a broken appliance on arrival can tell you now instead of putting it in their review later). It also shows attentiveness, which guests remember when writing reviews.

Mid-stay check-in (only for stays of 4+ nights). A brief message on day 2 or 3: "Just checking in. Hope you're enjoying your stay. Need anything?" Do not over-message. For 1-2 night stays, the check-in day message is sufficient.

Checkout and Post-Stay

Pre-checkout message (sent the evening before checkout). Remind the guest of checkout time and any checkout tasks. Keep expectations reasonable. Example: "Hey [Guest Name], just a reminder that checkout is at [time] tomorrow. Before you head out: start the dishwasher if you used dishes, put used towels in the bathtub, and take any trash to the bin outside. That's it. Thanks for staying with us!"

Do not ask guests to strip beds, do laundry, vacuum, or take on extensive cleaning tasks. Excessive checkout demands lead to negative reviews. Your cleaning team handles the real cleaning.

Post-checkout and review request (sent 1-2 hours after checkout). Thank the guest, mention something specific if possible ("Hope you enjoyed the hiking trails nearby"), and leave them a review on the platform. Airbnb's system means that leaving a review for the guest prompts them to leave one for you. Example: "Thanks for being a great guest, [Name]. I just left you a review. If you have a moment, I'd really appreciate a review as well. Hope to host you again."

Handling Special Situations

For late check-ins (after 10 PM), send the pre-arrival message earlier and include extra detail about parking and access since they will be arriving in the dark. For extended stays (14+ nights), check in weekly rather than daily. For group bookings, ask for one point-of-contact and direct all communications to that person.

Automate the standard sequence and reserve personal messaging for exceptions, problems, and special requests. This approach scales whether you have one property or twenty.

For a complete guide to starting a short-term rental business, see Starting an Airbnb Business: Complete Guide for Beginners.