The Ultimate Guide to Professional Guest Communication (with Message Templates)
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Five-star communication is the backbone of a five-star stay. Your messages don't just provide information; they set the tone for the entire trip, build trust, and can prevent small issues from becoming big problems. Slow or unclear communication is a huge mistake, but creating a system is easy.
The key to professional communication is to be proactive, not reactive. By using a series of scheduled messages, you can provide guests with the right information at the right time, every time.
Here is a complete guide with copy-and-paste templates for every stage of the guest journey. You can save these as "Quick Replies" on Airbnb to make your workflow incredibly fast.
1. The Booking Confirmation Message
When: Immediately after they book.
Goal: Thank them, show you're an engaged host, and confirm key details.
Template:
"Hi [Guest Name],
Thank you so much for booking your stay with us at [Your Property Name]! We are excited to host you from [Start Date] to [End Date].
We'll send more detailed check-in information a few days before your arrival. In the meantime, please don't hesitate to reach out if you have any questions.
Best,
[Your Name]"
2. The Pre-Arrival / Check-in Instructions Message
When: 2-3 days before check-in.
Goal: Provide everything they need for a smooth arrival.
Template:
"Hi [Guest Name],
Just a friendly reminder about your upcoming stay with us this [Day of Arrival]! We're looking forward to having you.
Here is everything you need for a smooth check-in:
Address: [Your Full Address]
Check-in Time: After [Your Check-in Time]
Access Code: The code for the smart lock is [Code]. It will be activated at your check-in time.
Parking Info: [Your Parking Instructions]
For more details about the property, including Wi-Fi info and local recommendations, you can find everything in our welcome book inside.
Safe travels! We'll see you soon.
[Your Name]"
3. The "First Day Check-in" Message
When: A few hours after they have checked in.
Goal: Proactively check that everything is okay and show you care.
Template:
"Hi [Guest Name],
Just wanted to check in and make sure you arrived safely and that everything is to your satisfaction. We hope you're settling in nicely!
Please let us know if you need anything at all to make your stay more comfortable.
Enjoy your evening,
[Your Name]"
4. The Pre-Departure / Check-out Instructions Message
When: The evening before check-out.
Goal: Remind guests of the check-out time and procedure to ensure a smooth turnover.
Template:
"Hi [Guest Name],
We hope you've had a wonderful stay! This is just a friendly reminder that check-out is tomorrow at [Your Check-out Time].
As a quick reminder, we kindly ask that you:
- [Simple Task #1, e.g., Place all used towels in the laundry basket]
- [Simple Task #2, e.g., Take out the trash]
- [Simple Task #3, e.g., Please log out of any streaming accounts]
Thank you again for staying with us. We wish you safe travels home!
[Your Name]"
5. The Post-Stay "Thank You & Review" Message
When: A few hours after they have checked out.
Goal: Thank them one last time and politely encourage a review.
Template:
"Hi [Guest Name],
Thank you once again for choosing to stay with us. It was a pleasure to host you! We've left you a positive review.
We hope you had a 5-star experience. Reviews are incredibly important to us, and we would be so grateful if you would take a moment to share your feedback.
We hope to host you again in the future!
Best,
[Your Name]"
Beyond the Message: The Complete Professional System
Great communication is just one part of a professional hosting business. When you combine it with flawless cleaning systems, smart financial tracking, and effective marketing, you create an unstoppable brand.
Our Ultimate Host Bundle provides the complete toolkit to streamline every aspect of your business, so you can focus on what matters most: being a great host.