Communication is one of the six categories Airbnb guests rate you on, and it's one of the easiest to get right. The hosts I work with who consistently earn 5-star communication scores all share one thing: they have a system. Not robotic auto-responses, but thoughtful templates they personalise for each guest.
I've collected the best messaging approaches from the holiday let owners I photograph across Somerset, Bristol, Bath, Devon, and the Cotswolds. These are the templates and timing strategies that keep response times under an hour, set clear expectations, and make guests feel genuinely welcomed without eating into your entire day.
01Why Messaging Matters More Than You Think
Airbnb measures your response time and rate. Hosts who respond within an hour to enquiries rank higher in search results. But beyond the algorithm, your messages shape the entire guest experience.
A guest who receives clear, warm, proactive communication before arrival feels confident about their booking. They arrive relaxed rather than anxious. They're more forgiving if something small goes wrong. And they're significantly more likely to leave a 5-star review.
Conversely, a guest who has to chase you for check-in details, who arrives unsure of where to park or how to work the heating, starts their stay frustrated. That frustration colours their entire experience and shows up in reviews.
02The Seven Essential Messages
Every booking should include these seven touchpoints. You can automate the timing through Airbnb's scheduled messages or a tool like Hospitable, but always personalise the content.
1. Booking Confirmation (Immediately After Booking)
Purpose: Acknowledge the booking, express genuine warmth, and set expectations for what comes next.
Template:
"Hi [Name], thank you so much for booking [property name]! I'm really pleased you chose to stay with us.
I'll send you full check-in details and local recommendations a few days before your arrival on [date]. In the meantime, if you have any questions about the property or the local area, just ask.
Is there anything specific you're visiting for, or any dietary requirements I should know about? I like to leave a small welcome hamper and want to make sure it suits you.
Looking forward to hosting you! Matthew"
Why it works: Personal, warm, asks a question (which builds rapport and gives you information for personalisation), and sets clear expectations about future communication.
2. Pre-Arrival Information (3-5 Days Before Check-In)
Purpose: Provide everything the guest needs to arrive smoothly. Remove all friction and anxiety.
Template:
"Hi [Name], your stay at [property name] is coming up on [date] and I wanted to send you everything you need for a smooth arrival.
Check-in: From [time]. Self-check-in via the keypad on the front door. The code is [XXXX]. I'll confirm this again on the day.
Address: [Full address with postcode]. The postcode takes you right to the door on Google Maps/Apple Maps.
Parking: [Specific instructions, e.g., 'Private driveway on the left as you approach. Space for one car. If you have a second vehicle, there's free on-street parking on [road name].']
Wi-Fi: Network: [name] / Password: [password]
Heating: The thermostat is in the hallway. It's set to [temp] but feel free to adjust. The log burner is ready to light if you fancy it, there's kindling and logs in the basket beside it.
I've left a welcome book on the kitchen table with my favourite local restaurants, walks, and rainy-day ideas. But if you'd like specific recommendations for anything, just message me.
Have a wonderful journey down! Matthew"
Why it works: Comprehensive, well-structured, easy to reference. Covers every practical question a guest might have. The tone is helpful without being overwhelming.
3. Day-of-Arrival Confirmation (Morning of Check-In Day)
Purpose: Confirm everything is ready and provide a final reassurance.
Template:
"Morning [Name]! Just a quick note to say [property name] is all ready for you. Fresh towels, heating on, and a few treats waiting in the kitchen.
Your keypad code is [XXXX] and check-in is from [time]. If you're running early or late, no problem at all, just let me know.
Safe travels and see you soon (well, virtually, I won't be lurking in the bushes!). Matthew"
Why it works: Brief, reassuring, and adds a touch of humour that makes the host feel approachable. Confirms the code again so guests don't have to scroll back through messages.
4. Evening Check-In (Evening of Arrival Day)
Purpose: Make sure they've arrived safely and everything is working. Catch any issues before they become complaints.
Template:
"Hi [Name], hope you've settled in nicely! Just checking everything is as expected and you've found everything you need.
The welcome book has restaurant recommendations if you're heading out for dinner tonight. [Local pub name] is a 5-minute walk and does excellent [food type], no booking needed on weeknights.
If anything isn't working or you need anything at all, just drop me a message. I'm always happy to help.
Enjoy your evening! Matthew"
Why it works: Shows you care without being intrusive. Provides a useful recommendation. Opens the door for them to mention any issues, which you can fix before they become review complaints.
5. Mid-Stay Check-In (For Stays of 4+ Nights)
Purpose: Maintain presence without being overbearing. Only for longer stays.
Template:
"Hi [Name], hope you're having a wonderful time! Just a quick check-in to make sure everything's still going well.
If you need any fresh towels, more milk, or recommendations for anything, just shout. Otherwise, I'll leave you to enjoy the rest of your break.
Matthew"
Why it works: Brief, unobtrusive, and offers practical help. For shorter stays (2-3 nights), skip this message entirely.
6. Checkout Reminder (Day Before Departure)
Purpose: Remind guests of checkout time and process. Make departure easy and stress-free.
Template:
"Hi [Name], hope you've had a brilliant stay! Just a reminder that checkout is by [time] tomorrow.
Before you leave: - Pop used towels in the bath/shower - Run the dishwasher if there's a load (or just stack dishes by the sink) - Close all windows and lock the front door (it auto-locks when you pull it shut) - No need to strip the beds
That's it! No complicated checkout process.
If you've enjoyed your stay, I'd be so grateful for a review on Airbnb when you get a chance. It really helps small hosts like me, and I'd love to hear what you thought.
Safe journey home, and I hope to welcome you back sometime! Matthew"
Why it works: Clear, simple checkout instructions. The review request is natural and non-pushy. Ends on a warm, personal note.
7. Post-Stay Thank You (1-2 Days After Checkout)
Purpose: Final touchpoint. Express gratitude, request review, and plant the seed for a return visit.
Template:
"Hi [Name], just wanted to say a proper thank you for staying at [property name]. I hope you had a wonderful time in [area].
If you have a moment, a review on Airbnb would mean the world. Here's the direct link: [link]
And if you'd ever like to come back, you can book direct through my website at [URL] for 10% off. No platform fees for either of us!
All the best, Matthew"
Why it works: Grateful, brief, includes the review link (removing friction), and introduces the direct booking option for future stays.
03Handling Common Situations
Early Check-In Requests
"Hi [Name], thanks for asking! I'd love to accommodate an early check-in, but it depends on the changeover schedule. My cleaner finishes around [time], so I can usually offer [time] at the earliest. I'll confirm on the morning of your arrival once I know the property is ready. If you arrive before then, [suggest nearby cafe/pub/attraction] is a lovely spot to wait."
Late Checkout Requests
"Hi [Name], I can sometimes offer a late checkout depending on whether there's a same-day changeover. For your dates, [it looks clear / I have another guest arriving], so I can offer [time] / unfortunately I need to stick with [time]. Let me know if that works!"
Something Is Broken or Not Working
"Oh no, I'm really sorry about that! Let me sort it out. [If fixable remotely: 'Try X, that usually resolves it.' / If needs a visit: 'I can have someone there within [timeframe] to fix it, or if you'd prefer, I can talk you through a workaround.'] Please don't worry, these things happen and I want to make sure it doesn't affect your stay."
Noise Complaint
"I'm really sorry you're being disturbed. [If it's something you can address: 'I'll contact [source] right away.' / If it's beyond your control: 'Unfortunately [explanation], but it should stop by [time]. I've left earplugs in the bedside drawer just in case, and I'm happy to [offer compensation/solution].']"
Damage Report
"Thanks for letting me know, [Name]. Please don't worry about it, these things happen. [If minor: 'It's no problem at all, I'll sort it after your stay.' / If significant: 'I appreciate your honesty. I'll assess it after checkout and if there's any cost, I'll discuss it with you before making any claim.'] Enjoy the rest of your stay!"
04Automation vs. Personalisation
The best approach is automated timing with personalised content. Here's how:
Automate the timing: Use Airbnb's scheduled messages or Hospitable to trigger messages at the right moments. This ensures nothing gets missed, even when you're busy.
Personalise the content: Before each message sends, spend 30 seconds adding a personal touch. Mention their name, reference something from your earlier conversation, or add a recommendation relevant to their trip (families get different suggestions than couples).
The 80/20 rule: 80% of your message can be templated. 20% should be personalised. That 20% is what makes guests feel they're communicating with a real person, not a bot.
05Tools for Managing Guest Communication
Airbnb Scheduled Messages (free): Built into Airbnb's host dashboard. Set messages to send at specific times relative to check-in/checkout. Limited customisation but works for basic automation.
Hospitable (from £20/month): The most popular tool for UK hosts. Automates messages across Airbnb, Booking.com, and Vrbo. Allows conditional logic (different messages for different property types or stay lengths). Worth it if you manage multiple properties.
Your phone's text replacement: For hosts who prefer manual messaging, set up text shortcuts. Type "checkin1" and your phone expands it to your full check-in message template. Quick, free, and maintains the personal touch.
06FAQ
How quickly should I respond to enquiries? Within an hour during waking hours (8am-10pm). Airbnb tracks your response time and rate, and both affect your search ranking. If you can't respond substantively within an hour, send a quick acknowledgment: "Hi [Name], thanks for your message! I'll get back to you properly within a couple of hours." This counts as a response for the algorithm.
Should I message guests on Booking.com the same way? Yes, but adapt the tone slightly. Booking.com guests tend to be more transactional and may not expect the same level of personal communication. Keep messages shorter and more practical. The pre-arrival and checkout messages are still essential.
What if a guest doesn't respond to my messages? Don't worry. Many guests read messages without responding. As long as you've sent the essential information (check-in details, house rules), silence is fine. Don't send follow-up messages asking if they received your message, that feels needy.
How do I handle a guest who messages constantly? Set boundaries kindly. Respond to genuine questions promptly, but if a guest is messaging multiple times daily about non-urgent matters, it's fine to batch your responses. "Hi [Name], just catching up on your messages! [Answer all questions in one response]." Most over-communicators just need reassurance, which your proactive messaging system should provide.
Should I give guests my personal phone number? I'd recommend a separate phone number or WhatsApp Business account for hosting. This keeps your personal life separate and allows you to set "away" hours. Provide it in your pre-arrival message for emergencies only, and define what constitutes an emergency (no hot water = emergency, Wi-Fi password reminder = message on the platform).
*Related guides: The Welcome Book That Earns Money · Getting 5-Star Reviews Consistently · Writing a Listing Title and Description That Converts
*Back to The Host Academy for more free guides on running a successful holiday let.**
--- I photograph holiday lets and Airbnb properties across Somerset, Bristol and Bath. If you need professional photography for your rental, get in touch or call 07545 450543.
