Guest message templates for short-term rental hosts
Good guest communication is mostly timing and brevity. Each message should do one job, arrive when the guest needs it and be readable on a phone in ten seconds. These templates cover a typical stay. Replace the text in brackets, keep the structure, and cut anything your guests do not need.
1. Booking confirmation (immediately)
The goal is reassurance: the booking is real, here is what happens next. Do not send directions or codes yet.
‘Hi [Name], thank you for booking [Property] for [dates]. You are all set. A few days before you arrive, we will send directions, parking and check-in details. If you have a question in the meantime, just reply here. [Your name]’
2. Pre-arrival (three to five days before)
This is the message that prevents most arrival questions. Give the guest one link to everything, and highlight the two or three things they must plan for.
‘Hi [Name], we are looking forward to welcoming you on [day]. Everything for your stay is here: [link]. Three things to plan for: check-in is from [time], parking is [where], and the nearest [station / airport] is [distance]. Let us know your arrival time when you know it.’
3. Arrival day (morning of check-in)
Short and practical. This is where the check-in steps and access code belong, or a pointer to where they are now available.
‘Good morning [Name]. Your check-in steps and access details are now available here: [link]. The home is ready from [time]. If anything does not work when you arrive, report it from the link or call [number].’
4. First evening check (a few hours after arrival)
The most valuable message you can send, and the one most hosts skip. It invites guests to mention small problems while they are easy to fix, instead of saving them for the review.
‘Hi [Name], we hope you settled in well. Is everything as expected? If anything is missing or not working, tell us now and we will sort it out.’
5. Mid-stay (longer stays only)
For stays of five nights or more, a light touch in the middle helps. Offer something useful rather than just checking in.
‘Hi [Name], halfway through your stay. If you would like fresh towels or a clean, we can arrange it on [days]. Our favourite place for [lunch / a day trip] this week: [recommendation].’
6. Checkout reminder (evening before)
Remind guests of the time and the few things you need, and offer the late checkout question before they have to ask.
‘Hi [Name], a quick reminder that checkout is tomorrow by [time]. Before you go: [two or three tasks]. Leave the keys [where]. Need a later checkout? Ask us tonight and we will tell you if it is possible.’
7. After checkout (same day)
Thank them, and ask for private feedback first. Guests who had a small issue often prefer to tell you directly; guests who loved it will be happy to review publicly.
‘Thank you for staying with us, [Name]. Was there anything we could have done better? Your feedback goes straight to us. If you enjoyed your stay, a review on [platform] helps other travellers find us.’
Messages for when things go wrong
Say who is handling it, when, and what happens next. Avoid long apologies and avoid promising a time you cannot keep.
- Acknowledging a problem: ‘Thank you for telling us. [Name of person] is on it and will be there by [time]. We will update you here.’
- Delay: ‘The technician is running late and will now arrive around [time]. Sorry for the wait; we will confirm when they are on their way.’
- Resolution: ‘The [issue] has been fixed. Could you confirm everything works on your side?’
- Noise complaint: ‘We received a noise complaint from a neighbour at [time]. Could you keep noise down after [10 pm] for the rest of your stay? Thank you.’
Rules for every message
Templates save time, but read each one before sending. A template that says ‘enjoy the pool’ in a property whose pool is closed this week does more harm than no message.
- One job per message. If it needs two links, it is two messages or one page.
- Put the action in the first line. Guests read previews, not paragraphs.
- Use the guest’s name and the property name; skip the marketing language.
- Send at a sensible local time for the guest, not the time that suits your schedule.
- Never send access codes in the booking confirmation or in a public channel.