Great hosting isn't just about a clean space and good photos. It's about how you make guests feel from the moment they book to the moment they leave - and even after. Clear, warm, timely communication is what separates a 4-star stay from a 5-star one.

 

The good news? You don't have to write every message from scratch. This guide covers every stage of the guest journey with ready-to-use templates you can copy, customize, and save as automated messages. Just swap out the bracketed details for your own.

 

Part 1: Before Arrival

 

First impressions start the moment a booking is confirmed. These messages set the tone, build excitement, and head off questions before they're even asked.

 

1. Thank You for Booking Message

 

Purpose: Reassure the guest their booking went through, set a professional tone, and build excitement for their stay.

 

Hi [Guest Name], thank you so much for booking [Property Name]! We're excited to host you from [Check-in Date] to [Check-out Date]. A few days before your arrival, I'll send you detailed check-in instructions so your arrival is smooth.

 

In the meantime, if you have any special requests (extra pillows, recommendations, or early check-in), just let me know. We're here to make your stay wonderful!

 

2. Parking Information (If Applicable)

 

Purpose: Guests often ask where to park, so providing it in advance avoids confusion.

 

Hi [Guest Name], I wanted to share our parking details so you have them handy.

 

Parking is available at [address/location details]. Instructions: ["Pull into the driveway and park on the left side" or "Use the secure garage, code ####"]. Please avoid parking in [restricted areas].

 

If you'll be arriving with more than one vehicle, let me know so I can suggest extra parking options nearby.

 

3. Welcome Message Before Arrival (24–48 Hours Out)

 

Purpose: Build excitement, set expectations, and reassure guests their host is organized.

 

Hi [Guest Name], your trip is almost here! We can't wait to welcome you to [Property Name].

 

Here's a quick checklist for your arrival:

• • Check-in time: [Time]
  • Address: [Full Address + Google Maps link]
  • Parking: [Brief detail]
  • WiFi: (you'll find this in your welcome book upon arrival)

 

I'll be sending your detailed check-in instructions on the morning of your arrival. In the meantime, safe travels and let me know if you have any last-minute questions!

 

4. Check-In Instructions (Morning of Arrival)

 

Purpose: The most important pre-arrival message - clear, step-by-step instructions.

 

Hello [Guest Name], happy arrival day!

 

Here are your check-in details for [Property Name]:

• • Address: [Full Address]
  • Check-in Time: [Time]
  • Entry Instructions: [Smart lock code / lockbox code & location / where to find keys]
  • WiFi: (full details inside the property)
  • House Rules Reminder: [E.g. "No smoking inside, please" or "Pets not to be left alone"]

 

If you run into any issues, I'm just a message away. Enjoy your stay!

 

5. Early Check-In Request - Approved

 

Purpose: Guests often ask — this gives a polite, professional response when you can say yes.

 

Hi [Guest Name], thanks for your request! You're welcome to check in early at [Time] instead of the usual [Time]. I'll make sure the property is ready for you.

 

Please note that early check-in is subject to our cleaner's schedule, but today it's all clear! Safe travels and see you soon.

 

6. Early Check-In Request - Declined

 

Purpose: Decline politely without damaging the guest experience.

 

Hi [Guest Name], thank you for asking about early check-in. Unfortunately, the property isn't quite ready as our cleaners will still be finishing up. Our standard check-in time is [Time], and I'll let you know right away if the property becomes available sooner.

 

We appreciate your understanding and can't wait to welcome you later today!

 

Part 2: During the Stay

 

Once guests have arrived, a little communication goes a long way. These messages show you're attentive, proactive, and invested in their experience.

 

1. Friendly Mid-Stay Check-In

 

Purpose: To show attentiveness and ensure guests are comfortable, while giving them a chance to raise issues early.

 

Hi [Guest Name], I just wanted to check in and see how everything is going with your stay at [Property Name]. Please let me know if there's anything you need or if I can make your stay more comfortable.

 

2. Local Recommendations

 

Purpose: To enhance the guest experience by suggesting local highlights.

 

Hi [Guest Name], I hope you're enjoying your time so far. If you're looking for something to do, here are some local recommendations:

 

• • Restaurants: [Insert top 2–3]
  • Coffee spots: [Insert your favorite]
  • Attractions: [Insert popular nearby activities]

 

If you'd like more personalized suggestions, just let me know what you're in the mood for.

 

3. Tailored Experience Add-On (e.g. Wine Tours)

 

Purpose: To provide tailored experiences that can make the stay truly memorable.

Hi [Guest Name], since you mentioned you enjoy wine, I thought I'd share some options nearby.

 

• • [Winery Name]  - Great for tastings and beautiful views.
  • [Winery Name] - Known for amazing food pairings.
  • [Tour Company] - Offers guided tours with transport included.

 

Would you like me to send you the booking links?

 

4. House Rules Reminder

 

Purpose: To politely remind guests of important rules without sounding harsh.

 

Hi [Guest Name], just a quick reminder of one of our house rules: [Example: pets cannot be left alone in the property]. We appreciate your help in keeping things comfortable for everyone. Please let me know if you have any questions.

 

5. Service Animal Clarification

 

Purpose: To acknowledge service animals in line with Airbnb's policies and reassure the guest.

 

Hi [Guest Name], thank you for letting us know about your service animal. Just as a reminder, service animals are always welcome in line with Airbnb's policy. Please let us know if there's anything we can provide to make your stay more comfortable.

 

6. Apology If Something Goes Wrong

 

Purpose: To respond quickly and professionally if a guest reports an issue.

 

Hi [Guest Name], I'm so sorry to hear about [issue]. Thank you for letting me know so I can fix this right away. I'll be arranging [solution] as quickly as possible. I want to make sure you're comfortable, so please don't hesitate to reach out with anything else you need.

 

7. Discount Approval (Future Stay Incentive)

 

Purpose: To encourage repeat bookings and build loyalty.

 

Hi [Guest Name], thank you again for choosing to stay with us. We'd love to welcome you back in the future, so I'd be happy to offer you a [X%] discount on your next booking as a thank you.

 

8. Discount Decline (Polite Refusal)

 

Purpose: To maintain pricing integrity while still being kind and professional.

 

Hi [Guest Name], thank you for asking about a discount. Our prices are carefully set to reflect the value and amenities we provide, so we're unable to adjust this booking. However, we'd love to host you again in the future and will let you know about any upcoming promotions.

Part 3: After the Stay

 

The guest experience doesn't end at checkout. A thoughtful post-stay message can turn a one-time visitor into a repeat guest - and a great review.

 

1. Checkout Instructions

 

Purpose: To give guests a smooth departure while reminding them of any important tasks.

 

Hi [Guest Name], I hope you've enjoyed your stay at [Property Name]. As a reminder, checkout time is [Time]. Before you leave, please:

• • Place used towels in [location].
  • Ensure dishes are [washed or placed in dishwasher].
  • Lock all doors and windows.

 

Thank you for helping us keep everything running smoothly. Safe travels!

 

2. Thank You Message After Checkout

 

Purpose: To leave a lasting positive impression and encourage future stays.

 

Hi [Guest Name], thank you so much for staying with us at [Property Name]. It was a pleasure to host you, and we hope you had a wonderful trip. We would love to welcome you back anytime.

 

3. Request for Review or Feedback

 

Purpose: To politely ask for a review, which boosts your listing's visibility and credibility.

 

Hi [Guest Name], thank you again for choosing to stay with us. If you have a moment, we'd greatly appreciate it if you could leave us a review on Airbnb. Your feedback not only helps us improve but also helps future guests know what to expect.

 

 

4. Repeat Guest Welcome Back

 

Purpose: To reconnect with past guests who have booked again, building loyalty.

 

Hi [Guest Name], we're so excited to welcome you back to [Property Name] for your upcoming stay from [Date] to [Date]. Please let us know if you have any special requests this time around, and we'll do our best to make your stay extra comfortable.

 

 

5. Host Cancellation Message

 

Purpose: To handle the rare situation where you as a host must cancel.

 

Hi [Guest Name], I'm very sorry to inform you that due to [reason], we are unable to host your stay at [Property Name]. I completely understand how disappointing this must be and want to assure you that Airbnb will assist you in finding a suitable alternative. Please let me know if there's any way I can help during this process.

 

 

6. Guest Cancellation Acknowledgment

 

Purpose: To respond professionally when a guest cancels.

 

Hi [Guest Name], I'm sorry to hear that you won't be able to stay with us this time. I completely understand that plans change, and I hope to have the chance to host you in the future. Please let me know if I can assist you with rebooking another date.

 

 

7. Apology and Compensation (If Needed After Stay)

 

Purpose: To smooth over any negative experience and protect your reputation.

 

Hi [Guest Name], I wanted to sincerely apologize again for [issue] during your stay. Thank you for your patience and understanding. As a gesture, I'd like to offer you [discount, refund, or credit] toward a future booking. We value our guests and would love the opportunity to host you again under better circumstances.

 

8. Discount for Repeat Guests

 

Purpose: To encourage returning stays and build long-term guest loyalty.

 

Hi [Guest Name], thank you again for staying with us. We would love to see you again, so I'd be happy to offer you [X% off] on your next booking if you book directly through Airbnb with us. Just let me know the dates, and I'll make it happen.

 

A Few Tips for Using These Templates

 

Save them as Airbnb Saved Messages. Airbnb has a built-in feature for this — set up your most-used templates so you can send them in two taps.

 

Automate where you can. Tools like Hospitable, Hostaway, or Guesty let you trigger messages automatically based on booking events (confirmation, 48 hours before arrival, checkout day, etc.). This frees up hours of your week.

 

Always personalize. Even a single personal detail - mentioning their name, their trip purpose, or something they mentioned - turns a template into a genuine interaction.

 

Respond quickly. Airbnb rewards fast response times with better search placement. Aim to reply to any guest message within an hour, especially pre-booking inquiries.

 

Communication is the invisible infrastructure of great hosting. Get it right, and guests feel looked after every step of the way - even when you're not there.