There's a particular kind of Airbnb message that nobody likes receiving. The one that starts "Dear Valued Guest" and ends "We look forward to welcoming you to our humble abode." You've probably received one. You might even have sent one.
Guest messaging matters. A lot. A well-timed, warm message can set the tone for a great stay before the guest even arrives. A generic or weirdly formal one can make them wonder what they've booked into.
Here's how to get this right without spending hours on it.
Why guest messaging is worth thinking about
The period between booking and arrival is when guests are most anxious. They've paid their money, they can't see the place yet, and they're half-wondering if the listing photos were accurate. Good communication during this window builds confidence.
It also reduces the questions you get. If you send a thorough check-in message two days before arrival, you'll get fewer "what time can we check in?" and "where do we park?" messages on the day. Those questions aren't a problem — they're just ones you'd rather answer once, in advance, for everyone.
Finally, responsive, helpful communication consistently leads to better reviews. Guests mention it explicitly. "Great communication from the host" appears in positive reviews more often than you might expect.
The messages that actually matter
You don't need to send twenty messages. You need to send the right ones at the right time.
1. Booking confirmation (immediate)
A short, warm message the moment a booking comes through. Thank them, express that you're looking forward to hosting them, tell them you'll be in touch with full check-in details closer to their arrival.
This message does one thing: it makes them feel good about their booking. Keep it brief.
"Hi [Name], brilliant — so glad you've booked. Looking forward to having you here in [month/destination]. I'll send all the check-in details a couple of days before you arrive. Any questions in the meantime, just ask. — [Your name]"
2. Check-in details (2–3 days before arrival)
This is the most important message you'll send. It needs to contain everything a guest needs to get in and get settled without contacting you.
Include:
- Check-in time (and whether early check-in is possible)
- Exact address and any navigation notes ("the lane is easy to miss — it's just after the red gate")
- How to access the property (lockbox code, key collection, smart lock)
- Where to park if relevant
- WiFi name and password
- A few key things about the property (how the heating works, where things are, any quirks)
- Your number in case anything comes up
This message should feel helpful and specific, not like a terms-and-conditions document. You know your property — write it like you're telling a friend what they need to know.
3. Check-in day (morning of)
A brief check-in on the day. Let them know you're available, remind them of the check-in time, express that you hope they have a great stay.
"Morning! Just a reminder that the property is ready from [time]. Looking forward to hearing you had a great stay. I'm around if you need anything. — [Your name]"
This one is short. It's just a signal that you're a real person who's paying attention.
4. Mid-stay check-in (day 2 or 3 for longer stays)
For stays of four nights or more, a brief mid-stay message shows you care without being intrusive.
"Hope you're settling in well and enjoying [place/area]. Let me know if there's anything you need — happy to help. Any recommendations for the area just ask."
Don't send this for one or two night stays — it'll feel odd.
5. Day before checkout
A gentle reminder of checkout time, what to do with keys and linen, and a thank you.
"Just a quick note — checkout is by [time] tomorrow. Feel free to leave the keys on the table and pull the door behind you. It's been great having you, and I hope you've had a lovely stay."
This prevents the awkward "should we strip the beds?" and "where do we leave the keys?" questions on checkout morning.
How to make templates sound like you
The trap with guest message templates is that they stop sounding like you wrote them. A few things help:
Use your actual voice. How do you speak when you're being friendly and professional? Write like that. If you'd say "brilliant" instead of "excellent" in real life, use "brilliant."
Specific beats generic. "I hope you enjoy your stay" is forgettable. "The bakery two streets up on the left does the best coffee in the area — you'll thank me" is memorable. If your property has something going for it, say it. If there's a local spot you genuinely love, mention it.
Short sentences. Guests read messages on their phones. Long paragraphs get skimmed. Break things into clear chunks. Use line breaks. Put the most important information first.
Lose the formality. "We trust this finds you well" is not how anyone talks. "Hope you're looking forward to the trip" is.
The timing problem
The biggest issue with guest messaging isn't the content — it's the timing. Sending a check-in message four hours after arrival doesn't help. Sending it the morning of check-in, when the guest is already packing and distracted, is too late.
The sweet spot is two to three days before arrival. Late enough that the information is fresh, early enough that they can ask questions.
The problem is doing this consistently across multiple bookings. It's easy to remember when you have one guest arriving. It gets harder when you have three properties with overlapping bookings.
This is where automation earns its keep. Hostdeck sends guest emails automatically based on your templates — triggered by the booking itself, timed to your specification, in the guest's timezone. You write the message once. After that, it just goes. Every guest gets it at the right time, without you having to remember.
A note on tone for different guest types
Leisure guests and business guests have different needs. Families want to know about nearby activities and whether there's a highchair. Solo travellers on business want the WiFi speed and whether there's a desk.
You can't personalise everything for everyone, but a brief nod to the context helps. If someone mentions in their booking message that they're celebrating an anniversary, acknowledge it. If they're travelling with a baby, mention that the travel cot is in the hall cupboard.
You have the booking information. Use it.
When guests don't respond
Some guests book and then go quiet until they arrive. That's fine. Don't chase a response to your check-in details message — just make sure the message was delivered. If they haven't read it, follow up briefly the day before, but don't overcommunicate.
Guests who don't respond before arrival are almost always fine. They booked, they'll arrive, they'll have a look around, they'll figure it out. Trust them.
The review ask
After checkout, it's worth sending a brief message thanking them for staying and — if the stay went smoothly — mentioning that reviews help hosts like you. Don't beg. Don't make it transactional. Just a warm close that makes it easy for them to remember to leave one.
"Thanks so much for staying — really glad you had a good time. If you feel like leaving a review, it means a lot to independent hosts. Hope to have you back sometime. — [Your name]"
Good communication throughout the stay makes this last message land better. They remember the host who checked in, sent helpful info, and asked how things were going — not just a lockbox code and silence.
That's the kind of host that gets the five stars.