I manage three short-term rentals. On any given day, I send somewhere between 10 and 20 guest messages. Most of them are the same thing I said yesterday, and the day before that.
After a year of this, I stopped typing them fresh every time. I built a template library, tested variations, and figured out which messages get the best responses (and the fewest follow-up questions).
Here are the 15 I actually use. They’re written for Airbnb but work on VRBO and direct bookings too. Copy them, change the details, and stop rewriting the same message for the hundredth time.
Booking and pre-arrival
1. Booking confirmation
Send this within an hour of a new reservation. Fast responses set the tone for the entire stay.
Hi [Guest Name]! Thanks for booking [Property Name] — we’re looking forward to hosting you.
Your stay is confirmed for [dates]. I’ll send detailed check-in instructions about 24 hours before your arrival, including the door code and everything you need to know.
In the meantime, feel free to reach out if you have any questions. See you soon!
Why it works: It confirms the booking, sets expectations about when they’ll get check-in info (which cuts down on “how do I get in?” messages three days early), and feels warm without being over the top.
2. Check-in instructions (24 hours before)
This is your most important message. A good one prevents 5-10 follow-up questions.
Hey [Guest Name]! Getting excited for your trip. Here’s everything you need for check-in tomorrow:
Arrival: Check-in is at [time]. If you need to adjust, just let me know and I’ll see what I can do.
Getting in: Your door code is [code]. Enter it on the keypad on the front door — no lockbox or keys needed.
Parking: [Specific parking instructions — driveway, street, lot number, etc.]
Wi-Fi: Network is “[network name]” and the password is [password].
House guide: There’s a printed guide on the kitchen counter with local restaurants, the TV remote instructions, thermostat info, and trash/recycling schedule.
Let me know when you’re settled in. Have a great stay!
Why it works: Every detail a guest could ask about in their first 30 minutes is here. The door code, WiFi, and parking are the top three questions I used to get. Now I almost never get them.
3. Pre-arrival for guests who haven’t messaged
Some guests book and go silent. Send this 2-3 days before arrival if you haven’t heard from them.
Hey [Guest Name], just checking in before your stay at [Property Name] on [date]. I’ll be sending check-in instructions tomorrow — is there anything you’d like to know before then?
Also, do you have an estimated arrival time? No worries if plans are still up in the air, just helps me make sure everything’s ready for you.
Why it works: It breaks the ice, gets an arrival time (useful for cleaning coordination), and reassures them you’re on top of things.
During the stay
4. Welcome / first evening check-in
Send this 2-3 hours after check-in time, not immediately. Give them space to settle in.
Hey [Guest Name]! Hope you found the place without any trouble. Just wanted to make sure everything looks good and the door code worked.
If you need anything at all during your stay, don’t hesitate to reach out. Enjoy!
Why it works: Short, warm, non-intrusive. It signals availability without being pushy. And if something IS wrong (dead lightbulb, missing towel), this gives them an easy opening to say so.
5. Mid-stay check-in (for stays 4+ nights)
For longer stays, one check-in midway keeps satisfaction high and catches small issues before they become review problems.
Hey [Guest Name], hope you’re enjoying your stay so far! Just wanted to check in and see if there’s anything you need or anything I can help with.
If you’re looking for something to do, [specific local recommendation based on season/weather] is worth checking out.
Why it works: The local recommendation makes it feel personal instead of automated. I rotate these based on the season — a hiking trail in summer, a brewery in winter.
6. WiFi / lockbox / appliance questions
You’ll get variations of these constantly. Have a go-to ready.
The Wi-Fi network is “[network name]” and the password is [password] — both are also on the fridge magnet in the kitchen.
For the [TV/thermostat/coffee maker], [specific brief instructions]. There’s a full guide on the kitchen counter if you need more detail.
Why it works: Answers the question AND tells them where to find the answer next time. Fewer repeat questions.
Tricky situations
7. Early check-in request
Most guests ask. Having a clear answer ready keeps things smooth.
If you can accommodate:
Hey [Guest Name]! I checked with our cleaning team and we can get you in by [earlier time]. Your door code will be active then. Let me know if that works!
If you can’t:
Hey [Guest Name], I wish I could! Unfortunately we have a checkout at [time] on your arrival day, and the cleaning crew needs until [check-in time] to get everything perfect for you. I’d rather have the place spotless than rush it.
If you get here early and need somewhere to hang out, [nearby coffee shop/restaurant] is great and just [X] minutes away.
Why it works: Both versions are honest without being rigid. The alternative suggestion softens the “no” and shows you care about their experience.
8. Noise or neighbor complaint
Handle these fast. A guest who feels heard is 10x less likely to leave a bad review than one who feels ignored.
Hey [Guest Name], I’m really sorry to hear about that. That’s not the experience we want you to have.
I’m [taking action — contacting the neighbor / looking into it / sending someone to check]. Can you let me know if it continues? I want to make sure the rest of your stay is great.
Why it works: Acknowledges the problem, states what you’re doing, and asks for follow-up. Don’t get defensive or dismissive — just fix it.
9. Something is broken or not working
Oh no, sorry about that! Thanks for letting me know.
[If you can fix remotely:] I just [reset it / adjusted it / sent a code]. Can you check if it’s working now?
[If you need to send someone:] I’m sending our maintenance person over — they can come by [time]. Does that work for your schedule?
Really sorry for the inconvenience. Let me know if there’s anything else.
Why it works: Fast response + clear action plan. The worst thing you can do with a maintenance issue is be slow or vague.
10. Guest asking for a discount or refund
Tread carefully here. Be empathetic but don’t offer things you’ll regret.
Hey [Guest Name], I understand your frustration with [issue] and I’m sorry this happened. I want to make it right.
[If the issue is legitimate:] I’ve [action taken to fix it]. I’d also like to offer [specific resolution — partial refund, discount on future stay, etc.] for the inconvenience. Does that work for you?
[If the request isn’t reasonable:] I appreciate you bringing this up. I’ve [action taken to fix it] and want to make sure the rest of your stay goes smoothly. Please let me know if anything else comes up.
Why it works: The vague “I want to make it right” buys you time to assess. You can always offer more later — you can’t take it back once you’ve offered.
Checkout and post-stay
11. Checkout reminder (day before)
Hey [Guest Name]! Just a quick reminder that checkout is at [time] tomorrow. Here’s all you need to do:
- [Start dishwasher / leave dishes in sink]
- [Strip beds / leave linens on beds]
- [Take trash out to the bin / leave trash in kitchen]
- Lock the door when you leave (it locks automatically / pull it shut)
No need to go overboard on cleaning — our team handles the deep clean. Thanks for being such a great guest!
Why it works: Clear list, low burden. “No need to go overboard” makes guests feel good instead of like they’re being given chores. And “such a great guest” primes them positively before the review request.
12. Post-checkout thank you
Send 1-2 hours after checkout, once your cleaner confirms the place is in good shape.
Hey [Guest Name]! Thanks so much for staying at [Property Name]. Hope you had a great time!
If you have a minute, we’d really appreciate a review — it helps us a ton as hosts. And if there’s anything we could’ve done better, I’d love to hear that too.
Safe travels, and you’re welcome back anytime!
Why it works: Personal, grateful, and directly asks for the review. “We’d really appreciate” is more effective than “please leave a review.” The “anything we could’ve done better” part sounds vulnerable but it actually reduces negative public reviews — guests tell you privately instead.
13. Review response (positive)
When a guest leaves a great review, respond publicly.
Thanks so much, [Guest Name]! We loved hosting you and are glad you enjoyed [specific thing they mentioned]. You’re welcome back anytime.
Why it works: Short, specific, and public. Mentioning something from their review shows you actually read it.
14. Late checkout request
Hey [Guest Name], I get it — nobody wants to rush out on vacation! Let me check with our cleaning team.
[If possible:] Good news — we can push checkout to [time]. Enjoy the extra time!
[If not:] Unfortunately we have a same-day turnover and can’t push it back. You’re welcome to leave luggage [specific spot] and enjoy the area though — [nearby suggestion].
15. Guest hasn’t left by checkout time
This one is awkward but happens. Stay friendly, be direct.
Hey [Guest Name]! Just wanted to check in — our checkout was at [time] and our cleaning team is heading over to prep for the next guest. Is everything okay? Let me know if you need a few extra minutes.
Why it works: It’s polite but clear. “Cleaning team is heading over” creates urgency without being confrontational.
Making templates work harder
These 15 cover about 80% of guest conversations. But you’ll still get random questions: “Is there a good sushi place?” “Can we use the fire pit?” “What channel is ESPN on?”
A few ways to handle the long tail:
Build a property FAQ. Every time you answer a question for the first time, save it. After a few months, you’ll have a document that covers everything.
Use Airbnb’s saved replies. Paste your templates in there so they’re one tap away on mobile. Less friction = you actually use them.
Consider an AI co-host. I got tired of even the one-tap approach after a while. I use OutKeepr now — it handles guest messaging automatically, but it also schedules my cleaners, pays them when they’re done, sets smart lock codes for each guest, adjusts the thermostat before arrivals, and syncs my calendars across Airbnb and VRBO. The messaging templates above are baked into its knowledge, so it handles the routine conversations and only pings me for things like refund requests or maintenance emergencies. It’s less of a messaging tool and more like having a co-host who actually shows up.
The goal with all of this isn’t to remove the human element from hosting. It’s to stop spending your human energy on “What’s the WiFi password?” so you have more of it for the moments that actually matter.
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