Responding to guests can be one of the most time consuming property management tasks. We want our guests to feel free to communicate so they have the best experience but we don't want to get bogged down answering the same questions over and over again.

We could send one huge message with all of the necessary information at the time of booking but by the time a guest is due to check-in that message will be lost in their inbox, difficult to find. On top of that, providing house rules, check-in and check-out instructions and whatever else all on the one message is information overload.

We also want to keep our messages personal as the host/guest relationship is what Airbnb is all about. 'Dear guest' and 'on your check-in date' aren't going to cut it.

The solution

  1. Don't wait for questions to come in. Answer guest queries before they come up.
  2. Drip feed the relevant information at the right time.
  3. Use dynamic information personalised to each booking and guest.

Guest message templates and when to send them

Effective guest messaging is all about keeping your guest in the loop. We want to avoid the situation where guests are looking to you for answers to common questions. It's time-consuming for you and can be frustrating for them.

We're never going to eliminate all queries but we can make a significant reduction in the time you spend opening your inbox. Something we all need!

1. Thanks for booking!

The first message template is sent immediately or soon after the booking is confirmed. This is our opportunity to give guests an idea of what to expect from us before they arrive.

Thanks for booking template
Sent: Immediately when a booking is confirmed

Hi {guest_first_name},

Thanks so much for booking our place. We look forward to having you!

A few days before your stay I will send you info on how to check in, wifi details etc.

If you have any questions, just let me know.

{host_first_name}

Please feel free to copy and edit this message to suit your needs

2. Reminder of upcoming stay

The reminder of upcoming stay message is designed to put your guest at ease about their upcoming stay. They're starting to think about packing, transport and other logistics. They may begin to wonder if there is anything wrong with their booking.

It's a good idea to remind guests of the check-in time and date. You may not want to share check-in information yet, but let the guest know that is to follow.

Other points to consider

  1. You may want to share your address at this point (it's readily available to the guest on Airbnb anyway).

Reminder of upcoming stay template
Sent: 72 hours (3 days) before check-in

Hi {guest_first_name},

We look forward to welcoming you in the next few days! You can check in anytime after {check_in_time} on the {check_in_date}.

I'll send you check-in instructions tomorrow.

If you have any questions, let me know.

Thanks,
{host_first_name}

Copy and edit this message to suit your needs

3. Check-in instructions

The check-in instructions message does what it says on the tin. Now is the time to let your guest know how to check in.

It's also a good opportunity to share some key information about the property like the wifi details, heating instructions, etc. Once a guest checks-in they can quickly look through their most recent messages to find this information.

Other points to consider

  1. Ask your guests what time they expect to arrive
  2. Reminder of your house rules

The check-in instructions template
Sent 24 hours (1 day) before check-in

Hi {guest_first_name},

We look forward to welcoming you tomorrow. Come to {listing_address} to check-in anytime after {check_in_time}. Let me know when you expect to arrive so we can make sure everything is ready and that we can meet you at the property.

Check in instructions:

  1. To the left hand side of the entrance you'll see a lockbox.
  2. The code is
  3. Use the blue fob on the panel underneath (you'll see a key icon)
  4. Go up to the second floor, door number
  5. Use the key to get in!

Here's some helpful information:

Internet/wifi:
The wifi network is:
The wifi password is:

Heating:
There is a Nest thermostat in the living room. Please turn the dial to adjust the temperature to your liking.

Kitchen:
Please help youself to anything in the kitchen (salt, olive oil, etc). There are dishwasher tablets under the sink, along with cleaning supplies.

Trash/rubbish:
There are two bins in the kitchen. The black is for everyday waste and the blue is for recycling. If you need to empty the bins at any point, there is a waste area outside the main apartment building on your left hand side.

Laundry:
There is a washing machine in the kitchen that you can use.

Please make yourself at home and enjoy your stay!

Let me know if you have any questions.

{host_first_name}

Please feel free to copy and edit this message to suit your needs

4. First morning of stay

The first morning of stay message is designed to make your guests feel welcome and show you care about their experience. It's a simple 'Hi, how are things going?'

Other points to consider

  1. Some hosts share local info like nice coffee shops, breakfast places, points of interest in this message. Nice touch.

The first morning of stay message
Sent at 10am on the first day after check-in

Hi {guest_first_name},

I just wanted to make sure that your first night in {listing_location} was up to your expectations. Did you get settled in ok?

If there is anything I can do to make your stay more enjoyable, please don’t hesitate to ask!

Thanks,
{host_first_name}

Please feel free to copy and edit this message to suit your needs

5. Before check out

The 'before check out' message can be used to give your guest a gentle nudge about check-out times. It allows you to share check-out instructions at the appropriate time.

Other points to consider

  1. This as a chance to flag and mitigate against any potential issues that may impact your guests review.
  2. I've seen hosts share an explanation of the Airbnb rating system, eg. what 5 star means, what 4 star means etc.

The before check out message
Sent 16 hours before check-out

Hi {guest_first_name},

I hope you’ve enjoyed your stay in {listing_name}!

Just a quick reminder that you check-out tomorrow. Check-out time is {check_out_time} or earlier.

On your way out please lock the door and put the keys back in the lockbox and set the code to 0000. If you had time to send me a quick message when you leave I'd really appreciate it. That will help me alert our cleaners for the next guests.

Thanks so much for choosing to stay at our place.

Thanks again,
{host_first_name}

Please feel free to copy and edit this message to suit your needs

6. After check out

The 'after check out' message is an opportunity to offer a final farewell.

Some hosts ask guests for a postive review at this point. Although not to everyone's liking, it can be a good way to get initial reviews for a new listing (eg. sorry to ask but as our listing is new on Airbnb we'd be extra appreciative of a review).

The after check out message
Sent 24 hours (1 day) after check-out

{guest_first_name},

Thanks for leaving our place so nice and tidy. We really appreciate it.

We hope you had a great time in {listing_location} and look forward to seeing you again sometime soon!

Thanks again,
{host_first_name}

Please feel free to copy and edit this message to suit your needs

How to automate guest messages

Uplisting allows you to automate each of the 6 templates so you don't have to lift a finger. No need to remember what guests needs what message and when. You can see each message a guest has recieved quickly and easily.
guest-messaging-viewUplisting inbox with guest message view

Personalise each message using guest booking information
Is it possible to automate guest messages whilst retaining your personality? Yes. You can create your own templates using your unique tone of voice to offer that personal touch. Messages are personal to each guest as shown in the example above.

automated-message-gifEdit message templates to suit your needs

There you go! You you can make use of the templates on your own or automatically send them using Uplisting. Either way, we hope you have less guest messages to respond to!

Check out Uplisting if you’d like!(http://www.uplisting.io)