Guest messages: the 7 messages to send, with templates
Clear messages sent at the right time prevent most questions and misunderstandings. Here are the seven key moments and what each message should contain.
Updated 30 October 2026
1. Booking confirmation
- Thank the guest and repeat the dates, number of guests and property.
- Ask for the expected arrival time and, if useful, the purpose of the trip.
- Say when you will send the access instructions.
2. One week before arrival
- Send the exact address, directions, parking and transport.
- Remind guests of the house rules (noise, smoking, pets, number of people).
- Share your tips: groceries, restaurants, activities.
3. Arrival day
- Explain how to get in (key, key box, code) and from what time the property is ready.
- Give the Wi-Fi details and how to reach you quickly.
- Say where the welcome booklet is.
4. The day after arrival
- Ask in two lines whether everything is fine: a problem fixed early avoids a bad review.
5. The day before departure
- Remind guests of the check-out time and instructions (keys, bins, linen, windows).
- Thank them in advance for leaving the place in good order.
6. After departure
- Thank them, wish them a safe trip home and ask for an honest review.
- Invite them to book directly next time, within the platform’s rules.
7. When something goes wrong
- Reply fast, acknowledge the problem, offer a solution and a timeframe.
- Keep the conversation in the platform’s messaging: it serves as a record.
Example: arrival-day message
- “Hi Marie, welcome! The property is ready from 4 pm. The key box is to the left of the door; the code was sent through the platform. The Wi-Fi details and the welcome booklet are on the fridge. I am reachable on the number in the listing. Enjoy your stay!”
FAQ
Which language should I write in?
The guest’s language if you are comfortable with it, otherwise simple English with short sentences.
Should everything go through the platform?
For important exchanges, yes: you keep a record. Avoid sending sensitive information unnecessarily.