The Complete Guest Communication Playbook: Templates for Every Stage
Great communication is the backbone of a successful short-term rental business. It sets expectations, prevents problems, and creates the kind of experience that earns rave reviews.
The Communication Timeline
1. Booking Confirmation (Immediately)
Send within minutes of a booking being confirmed:
Hi [Guest Name]! Thank you for choosing [Property Name] for your upcoming stay. We're excited to host you!
Your Stay Details:
- Check-in: [Date] at [Time]
- Check-out: [Date] at [Time]
- Guests: [Number]
I'll send you detailed check-in instructions 3 days before your arrival. In the meantime, feel free to reach out with any questions!
Warm regards, [Your Name]
2. Pre-Arrival Guide (3 Days Before)
Hi [Guest Name]! Your stay at [Property Name] is just around the corner. Here's everything you need for a smooth arrival:
Check-In Instructions: [Address with Google Maps link] [Parking instructions] [Door code / key instructions]
WiFi: [Network Name] / [Password]
House Essentials:
- Thermostat: [Instructions]
- TV/Streaming: [Instructions]
- Washer/Dryer: [If applicable]
My Top Local Picks:
- Breakfast: [Restaurant]
- Dinner: [Restaurant]
- Coffee: [Cafe]
- Must-do activity: [Activity]
I'm just a text away if you need anything. Enjoy your stay!
3. Check-In Follow-Up (Evening of Arrival)
Hi [Guest Name]! I hope you've settled in comfortably. Just checking in to make sure everything is to your liking.
Is there anything you need? Don't hesitate to ask!
4. Mid-Stay Check (For stays 4+ nights)
Hi [Guest Name]! Hope you're enjoying your stay so far. Just a quick check-in — is there anything I can help with?
If you need fresh towels or any supplies, just let me know!
5. Pre-Checkout Reminder (Day Before)
Hi [Guest Name]! Just a friendly reminder that checkout is tomorrow at [Time].
Before you go:
- Please start the dishwasher if there are dishes
- Leave used towels in the bathroom
- Lock the door behind you (it auto-locks)
No need to strip the beds or take out trash — we've got that covered!
It's been a pleasure hosting you. Safe travels!
6. Post-Checkout Thank You (Same Day)
Hi [Guest Name]! Thank you so much for being a wonderful guest. We loved hosting you!
If you enjoyed your stay, we'd be incredibly grateful for a review. It helps other travelers find us and means the world to our small business.
We hope to welcome you back someday. Until then, happy travels!
Pro Tips for Guest Communication
- Respond within 1 hour — Response time affects your search ranking
- Use the guest's name — Personal touches matter
- Be proactive, not reactive — Anticipate questions before they're asked
- Keep it warm but professional — Friendly, not overly casual
- Automate what you can — Use scheduled messages for routine communications
Tools for Automation
Most property management systems (Hospitable, Guesty, OwnerRez) offer automated messaging. Set up your templates once, and they'll send at the right time for every booking.
The goal isn't to remove the human touch — it's to ensure consistent, timely communication while freeing you up to handle the moments that truly need a personal response.
