Introduction
Guest communication is one of the highest-leverage activities in your hosting business. The right message at the right time prevents problems, sets expectations, and creates the kind of experience that earns 5-star reviews. The wrong message — or no message — creates confusion, anxiety, and negative reviews.
These 10 templates are built from thousands of guest interactions across top-rated STR properties. Copy them, customize them with your property details, and load them into your PMS as automated messages.
Why Templates Work
Data Point: Hosts who send a structured pre-arrival message receive 40% fewer "where is the key?" and "what's the WiFi password?" messages — saving an average of 45 minutes per booking in back-and-forth communication.
Consistency
Every guest gets the same high-quality information, regardless of when they book or how busy you are.
Professionalism
Well-crafted messages signal that you're a serious host who takes their guests' experience seriously.
Fewer Questions
Proactively answering common questions before guests ask them dramatically reduces your message volume.
Better Reviews
Guests who feel informed and supported throughout their stay are significantly more likely to leave 5-star reviews.
Pre-Arrival Templates
Template 1: Booking Confirmation (Send Immediately)
Hi [Guest Name]! Thank you so much for booking [Property Name] — we're thrilled to host you. Your stay is confirmed for [dates]. I'll send detailed check-in instructions 3 days before your arrival. In the meantime, please don't hesitate to reach out with any questions. Looking forward to welcoming you! — [Your Name]
Template 2: Pre-Arrival Info (Send 3 Days Before)
Hi [Guest Name]! Your stay at [Property Name] is just 3 days away — how exciting! Here's everything you need to know: CHECK-IN: [Time] via smart lock. Your code is [CODE] — it activates at check-in time. ADDRESS: [Full address + parking instructions]. WiFi: Network: [Name] / Password: [Password]. HOUSE RULES: [2–3 key rules]. I'll send your access code the morning of check-in. Any questions? I'm here!
Template 3: Check-In Day (Send Morning Of)
Good morning [Guest Name]! Today's the day! Your access code for [Property Name] is [CODE] — it's active from [check-in time]. [Any last-minute notes — e.g., parking, construction nearby, etc.]. I hope you have an incredible stay. I'm available by message if you need anything at all. Enjoy!
During-Stay Templates
Template 4: Mid-Stay Check-In (Send Day 2)
Hi [Guest Name]! Just checking in to make sure everything is perfect at [Property Name]. Is there anything you need or anything I can help with? I want to make sure your stay is everything you hoped for. Enjoy the rest of your time here!
Template 5: Extended Stay Check-In (Send Day 5 for 7+ Night Stays)
Hi [Guest Name]! Hope you're settling in beautifully at [Property Name]. For stays of a week or more, I'm happy to arrange a mid-stay refresh — fresh towels, trash removal, and a light tidy. Would that be helpful? Just let me know your preferred time and I'll arrange it.
Template 6: Issue Response
Hi [Guest Name], thank you so much for letting me know about [issue]. I'm so sorry for the inconvenience — that's not the experience I want you to have. I'm [taking action / sending someone / resolving remotely] right now and will follow up within [timeframe]. Please don't hesitate to message me directly if anything else comes up.
Post-Checkout Templates
Template 7: Checkout Reminder (Send Night Before)
Hi [Guest Name]! Just a friendly reminder that checkout is tomorrow at [time]. To help our cleaning team prepare for the next guests, please: [2–3 simple checkout tasks — e.g., start dishwasher, leave keys on counter, etc.]. Thank you so much for staying with us — it's been a pleasure hosting you!
Template 8: Thank You & Review Request (Send 2 Hours After Checkout)
Hi [Guest Name]! Thank you so much for staying at [Property Name] — we hope it was everything you were looking for. If you have a moment, we'd be incredibly grateful for a review. Your feedback helps us improve and helps other travelers find a great place to stay. We'd love to host you again! [Review link]
Template 9: Returning Guest Offer
Hi [Guest Name]! It was so wonderful hosting you at [Property Name]. As a returning guest, I'd love to offer you a 10% discount on your next stay. Just message me directly to book and I'll apply the discount. Hope to see you again soon!
Template 10: Responding to a 5-Star Review
Thank you so much, [Guest Name]! It was truly a pleasure hosting you, and we're so glad you enjoyed your stay at [Property Name]. We hope to welcome you back again soon — you're always welcome here!
Conclusion
Great guest communication is not about sending more messages — it's about sending the right message at the right time. These 10 templates cover every critical touchpoint in the guest journey, from booking confirmation to review response.
Load them into your PMS today, customize them with your property details and personality, and set them to send automatically. You'll spend less time messaging and earn better reviews — a rare win-win in hosting.
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Book Your First CleanAbout Sarah Mitchell
Sarah Mitchell is a Superhost and STR operations consultant with 9 years of experience managing properties across South Florida. She has helped over 300 hosts build cleaning systems that consistently earn 5-star ratings. Her practical, no-nonsense guides are read by thousands of hosts every month.
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