The average Airbnb host sends 8–12 messages per booking. Multiply that by your occupancy rate, and guest communication becomes one of the biggest time drains in STR management.
The fix isn’t being less responsive — it’s templating the messages you send every time. Here are 12 scripts you can save and customize today.
Why Message Templates Matter
Consistent, timely communication is directly tied to your star ratings. Guests rate “communication” as a separate category, and a 4.7 there can pull down an otherwise great listing.
Templates solve three problems:
- Speed — respond within minutes instead of hours, even without thinking
- Consistency — every guest gets the same quality experience
- Completeness — you never forget to include the WiFi password or check-in instructions
The goal isn’t to sound robotic. It’s to free up your brain for the 20% of messages that actually require custom thought.
The 12 Essential Templates
1. Booking Confirmation (send immediately after booking)
Hi [Guest Name], thanks for booking [Property Name]! We’re excited to host you from [check-in date] to [check-out date].
I’ll send you full check-in instructions 24–48 hours before arrival. In the meantime, feel free to message me with any questions.
Looking forward to having you! [Host Name]
2. Pre-Arrival Instructions (send 24–48 hours before check-in)
Hi [Guest Name], your trip is almost here! Here’s everything you need for a smooth arrival:
Check-in time: 3:00 PM Address: [Full Address] Parking: [Parking instructions] Access: [Lockbox code / smart lock instructions] WiFi: Network: [Name] | Password: [Password]
If you arrive and have any trouble, call or text me at [phone number] — I typically respond within 15 minutes.
See you soon!
3. Day-of Check-In Welcome
Hi [Guest Name], welcome! Hope the trip in was easy. Let me know when you’ve had a chance to settle in — and if anything isn’t as you expected or if you need anything at all, I’m here.
Enjoy your stay!
4. Mid-Stay Check-In (send after day 1 or 2)
Hi [Guest Name], just checking in! Hope you’re settling in well and enjoying [Property Name]. Is everything comfortable? Any questions or anything you need?
Don’t hesitate to reach out — I’m here to help.
5. Checkout Reminder (send night before checkout)
Hi [Guest Name], hope you’ve had a great stay! Just a quick reminder that checkout is at [time] tomorrow.
A few easy checkout steps if you have a moment:
- Leave used towels on the bathroom floor
- Take your trash to [trash location]
- Lock the [door/gate] on your way out
Safe travels, and I hope we’ll get to host you again!
6. After Checkout / Review Request
Hi [Guest Name], hope you made it home safely! It was a pleasure hosting you.
If you have a moment, a review would mean a lot — it helps other guests feel confident booking and helps me keep improving. Honest feedback is always welcome.
Hope to see you back at [Property Name] someday!
7. Handling a Maintenance Complaint (fast, empathetic)
Hi [Guest Name], I’m really sorry about [issue] — that’s not the experience I want you to have at all.
I’m [already in touch with someone who can fix it / arranging a solution] and will have an update for you by [time]. In the meantime, [workaround if applicable].
I appreciate your patience and want to make this right. I’ll follow up shortly.
8. Responding to an Early Checkout Request
Hi [Guest Name], completely understand — thanks for letting me know.
You’re welcome to check out early. When you leave, just [lock the door / leave the key in the lockbox]. There’s no penalty for an early departure, and I hope the rest of your trip goes smoothly.
9. Handling a Late Checkout Request
Hi [Guest Name], thanks for asking! Let me check the schedule.
[If available:] Good news — you’re welcome to stay until [time]. No extra charge.
[If not available:] Unfortunately I have another guest arriving at [time] and the cleaners need the full window. I hope you understand! Let me know if there’s anything I can do to make your remaining time comfortable.
10. Noise / House Rule Reminder (firm but friendly)
Hi [Guest Name], hope you’re having a great time. I did receive a note about [noise / situation] at the property. The neighborhood has quiet hours after [time], which is one of our house rules.
I don’t want this to affect your stay or your review — just wanted to give you a heads-up so everything stays smooth. Thanks for understanding!
11. After a Bad Review (respond publicly — future guests read this)
Thank you for your feedback, [Guest Name]. I’m sorry to hear [specific issue] wasn’t up to par. This isn’t the experience I aim to provide, and I’ve already [specific action taken — fixed the issue, added clear instructions, etc.]. I take every review seriously and continue improving. I hope to better serve future guests. — [Host Name]
12. Inquiry Response (before booking is confirmed)
Hi [Guest Name], thanks for reaching out about [Property Name]! I’d love to host you.
The dates you’re interested in are [available / almost available — please confirm]. To answer your questions: [address their specific questions].
Happy to answer anything else. Feel free to book when you’re ready — looking forward to it!
How to Use These Templates Effectively
Personalize the opener. Guests notice when you use their name and reference something specific about their trip (solo traveler, birthday trip, work visit). It takes 5 seconds and dramatically improves the feel.
Save them where you’ll actually use them. If you’re managing your listing on mobile, save these as text replacement shortcuts or in a notes app. If you’re on desktop, a tool like TextExpander works well. Or use a platform that stores templates built in.
Build in automation. The booking confirmation and pre-arrival messages should be automated, not manually sent. If you’re managing manually, you will eventually forget — and that costs you stars.
Adapt for your voice. These are starting points. Replace formal phrases with how you actually talk. Guests can tell when a message is copy-pasted wholesale; a little personality goes a long way.
Automating Guest Communication
StayReady includes 6 built-in message templates for the most common scenarios — confirmation, pre-arrival, check-in, check-out reminder, review request, and maintenance response. Send them manually or customize them for your properties. Start your free 14-day trial →
The hosts who respond fastest and communicate most consistently aren’t working harder — they’ve built a system. These templates are that system.