Consistent communication throughout the guest journey creates predictable, positive experiences. Templates ensure nothing gets missed while maintaining your brand voice at every touchpoint.
The guest communication timeline for high guest satisfaction
Booking confirmation (immediate)
Acknowledge the reservation and set expectations.
Template:
Subject: Booking Confirmed | [Property Name] | [Dates]
Hi [Guest Name],
Thank you for booking [Property Name] for [Check-in Date] to [Checkout Date].
What’s next:
- You’ll receive a pre-arrival form [X days] before your stay
- Check-in instructions arrive [X hours] before arrival
- Questions anytime: [Contact method]
Looking forward to hosting you!
[Your Name]
Pre-arrival form (7-14 days before)
Collect essential information for planning.
Information to collect:
- Expected arrival time
- Number of guests
- Special occasions (anniversary, birthday)
- Dietary restrictions or allergies
- Vehicle information (if relevant)
- Purpose of visit (helps personalize)
Template:
Subject: Quick Details for Your Upcoming Stay | [Property Name]
Hi [Guest Name],
Your stay is approaching! Please take 2 minutes to share a few details so we can prepare for your arrival.
[Link to Pre-Arrival Form]
This helps us:
- Have your access code ready
- Prepare any special touches
- Ensure everything is perfect
See you soon!
A property management platform with pre-arrival forms collects this information automatically and stores it with the booking.
Check-in instructions (24-48 hours before)
Provide everything guests need for a smooth arrival. A seamless check-in process sets the tone for the entire stay.
Essential elements:
- Address with driving directions
- Parking instructions
- Access code or key location
- WiFi network and password
- Emergency contact
- House rules reminder
Template:
Subject: Check-In Ready | [Property Name] | [Arrival Date]
Hi [Guest Name],
Everything is ready for your arrival!
ADDRESS:
[Full address]
[Driving notes, if helpful]
ACCESS:
[Entry instructions]
[Door code: XXXX]
PARKING:
[Instructions]
WIFI:
Network: [name]
Password: [password]
Check-in: After [Time]
Checkout: Before [Time]
Any questions, text or call: [Number]
Safe travels!
Day of arrival (morning)
Light touch to confirm and offer support.
Template:
Subject: See You Today! | [Property Name]
Hi [Guest Name],
Excited for your arrival today! Just confirming everything is ready.
Quick reminder:
- Check-in: After [Time]
- Your access code: [XXXX]
Text me when you’ve arrived so I know you’re settled. Let me know if you need anything!
First evening check-in (day 1)
Ensure everything is going well.
Template:
Subject: Hope You’re Settling In
Hi [Guest Name],
Hope your first evening is going well! Just checking that everything meets expectations.
Need anything? Restaurant recommendations? Activity ideas? Happy to help.
Enjoy your stay!
Mid-stay touch (longer stays only)
For stays of 5+ nights, check in midway.
Template:
Subject: How’s Your Stay Going?
Hi [Guest Name],
Wanted to check in and see how everything is going. Need fresh towels? Have any questions about the area?
Let me know if there’s anything I can help with!
Pre-checkout reminder (day before departure)
Prepare guests for smooth departure. Clear checkout instructions prevent confusion and protect your property.
Template:
Subject: Checkout Reminder | [Property Name]\
Hi [Guest Name],
Hope you’ve had a wonderful stay! Quick reminder about checkout tomorrow.
CHECKOUT: Before [Time]
Before you go:
- No need to strip beds (leave as is)
- Load any dishes in the dishwasher
- Take out any trash
- Lock up and enjoy your departure!
Safe travels home!
Post-stay thank you (day after checkout)
Build the relationship and request a review.
Template:
Subject: Thank You for Staying with Us!
Hi [Guest Name],
Thank you for choosing [Property Name]! We loved having you.
If you enjoyed your stay, we’d truly appreciate a review. It helps other travelers find us and means a lot to our team.
[Review Link]
Hope to host you again soon!
Using review request templates helps you consistently gather feedback. If you ever receive negative feedback, knowing how to respond to bad reviews protects your reputation.
Checklist: Guest journey touchpoints
Pre-booking:
- [ ] Listing accurate and appealing
- [ ] Availability current
- [ ] Pricing optimized
Booking:
- [ ] Confirmation sent immediately
- [ ] Pre-arrival form scheduled
- [ ] Calendar updated
- [ ] Cleaning scheduled
Pre-arrival:
- [ ] Pre-arrival form collected
- [ ] Access code generated
- [ ] Check-in instructions sent
- [ ] Property prepared
- [ ] Amenities stocked
During stay:
- [ ] Day 1 check-in message sent
- [ ] Mid-stay check (if long stay)
- [ ] Issues resolved promptly
- [ ] Pre-checkout reminder sent
Post-stay:
- [ ] Thank you message sent
- [ ] Review request sent
- [ ] Review responded to
- [ ] Guest added to database
Automation setup
Automation triggers send messages automatically at key moments.
Trigger options:
- At booking
- X days before check-in
- Day of check-in
- During stay (day X)
- Day of checkout
- X days after checkout
Smart tags personalize automatically:
- Guest name
- Property name
- Dates
- Access codes
- Check-in and checkout times
Set templates once, and every guest receives consistent, professional communication. Professional property managers have saved 20 hours per week on guest communications using unified inbox and automation features.
Building effective templates for guest satisfaction with Hostfully
Keep messages concise
Guests scan messages quickly. Get to the important information fast. Save detailed instructions for your digital guidebook. View guidebook examples to see how other hosts organize property information.
Use a consistent voice
Every message should sound like it comes from the same person. Maintain warmth while staying professional.
Include essential information only
Check-in instructions need access codes, addresses, and WiFi. They do not need your full property history or every local restaurant recommendation.
Make action items clear
If you need something from the guest, make the request obvious. “Please fill out this form” works better than burying the link in a paragraph.
Supporting your communication with property information
Strong house rules referenced in your check-in messages set clear expectations. Link to detailed information in your guidebook so guests can find answers without messaging you.
For properties with unique considerations, provide detailed documentation. Digital guidebook features let you include video walkthroughs, local recommendations, and troubleshooting guides. Having a solid cleaning checklist ensures your property is always ready when guests arrive.
Frequently asked questions
What communication should guests receive before check-in?
Guests should receive booking confirmation immediately, a pre-arrival form 7 to 14 days before, and detailed check-in instructions 24 to 48 hours before arrival. A light check-in on arrival day confirms readiness and offers support. Each touchpoint builds confidence and reduces anxiety.
How do you create a guest checklist for vacation rentals?
Map every touchpoint from booking to post-stay. For each stage, identify required actions, template messages, and automation triggers. Use your property management software to automate routine communications while maintaining personal touches for special situations.
When should you send checkout instructions to Airbnb guests?
Send checkout reminders the day before departure. Include checkout time, departure procedures, and any specific requests. Keep the message simple so guests are not overwhelmed with information at the end of their stay.
