The communication trap
Most small hosts spend far more time typing messages than they realize. A quick check-in message here, a directions reminder there, a late checkout request — it adds up fast. Multiply that by several properties and a few bookings per week, and you are spending hours on repetitive conversations.
The solution is not to stop communicating. Guests love responsive hosts. The solution is to stop writing the same messages from scratch every time.
Booking confirmation
Send this immediately after a booking is confirmed:
Hi [Guest Name], thanks for booking [Property Name]! We are looking forward to hosting you from [Check-in Date] to [Check-out Date]. I will send you detailed check-in instructions a few days before your arrival. In the meantime, feel free to reach out if you have any questions. See you soon!
This sets the tone early: professional, friendly, and proactive.
Pre-arrival instructions (2 days before)
Hi [Guest Name], your stay is almost here! Here are your check-in details:
- Address: [Full Address]
- Check-in time: [Time] or later
- Access: [Key lockbox code / smart lock instructions]
- WiFi: Network: [Name] / Password: [Password]
- Parking: [Instructions]
If you need anything before arrival, just let me know. Have a great trip!
Check-in day
Hi [Guest Name], welcome! I hope you had a smooth journey. Everything should be ready for you at [Property Name]. If anything is not as expected or if you need recommendations for the area, do not hesitate to reach out. Enjoy your stay!
Keep it brief. The guest just arrived and does not want to read an essay.
Mid-stay check-in (for stays of 3+ nights)
Hi [Guest Name], just checking in — hope you are enjoying your stay so far! Let me know if there is anything I can do to make the rest of your trip even better.
This single message can prevent negative reviews. Most guests who have an issue will not mention it unless you ask.
Checkout reminder (day before)
Hi [Guest Name], just a friendly reminder that checkout is at [Time] tomorrow. Before you leave:
- Please start the dishwasher if you used any dishes
- Leave used towels in the bathtub
- Make sure all windows and doors are locked
Thanks for staying with us — it was a pleasure hosting you!
Post-checkout review request
Hi [Guest Name], thank you for staying at [Property Name]! I hope you had a wonderful time. If you enjoyed your experience, I would really appreciate a review — it helps other travelers find us and means a lot to small hosts like me. Thanks again, and I hope to host you again someday!
Send this 1–2 hours after checkout while the experience is still fresh.
Tips for using templates effectively
- Personalize the first line. Even a small detail like "Hope the flight from Berlin was smooth!" makes a template feel human.
- Adjust the tone per platform. Airbnb guests expect a casual tone. Booking.com guests may expect something slightly more formal.
- Save them where you can access them fast. Notes app, text expansion tool, or your property management system.
- Review and update quarterly. Your property changes, your process changes — your templates should too.
The goal is not to sound robotic. It is to free up your mental energy for the parts of hosting that actually need your attention.