Guest communication follows a predictable rhythm: booking confirmation, pre-arrival, check-in day, during the stay, pre-checkout, and post-stay. Each moment has a different purpose and a different ideal message.
Hosts who send the right message at the right time get better reviews, fewer questions, and guests who feel genuinely cared for. Hosts who send long, dense messages — or nothing at all — get confusion, late-night calls, and 4-star ratings.
Here are templates for every stage. Copy them, adapt the details, and use them.
1. Booking Confirmation
When: Within an hour of booking confirmation Purpose: Welcome them, set expectations, build confidence in their choice
Hi [Name], thank you for booking [Property Name]! We're looking forward to having you.
A quick note: check-in is from [TIME] and check-out is by [TIME]. I'll send you full arrival instructions about 24 hours before you arrive.
In the meantime, if you have any questions, don't hesitate to reach out. Looking forward to hosting you!
[Your name]
Keep this short. Guests don't need all the details now — they need to feel confident they've made a good booking.
2. Pre-Arrival Message (24–48 Hours Before)
When: 24–48 hours before check-in Purpose: Give guests everything they need to arrive smoothly
Hi [Name], your stay at [Property Name] is coming up — excited to have you!
Here are your arrival details:
📍 Address: [Address] 🔑 Entry: [Instructions — e.g. key safe on the right of the front door, code: 1234] 🚗 Parking: [Instructions]
Your complete guide with WiFi, house rules, appliance instructions, and local tips is here: 👉 [Guide link]
Check-in from [TIME] · Check-out by [TIME]
Any questions? I'm on [phone/WhatsApp]. Safe travels!
[Your name]
This is the most important message you'll send. It arrives when guests are actively preparing, it's short enough to scan, and it links to the guide for anything more detailed.
3. Check-In Day Reminder
When: Morning of arrival (8–9am) Purpose: Quick reminder of the essentials for guests who are travelling
Good morning [Name]! Just a reminder — you're arriving today 🎉
Entry code: [CODE] Full guide (WiFi, everything you need): [link]
Check-in from [TIME]. See you later — enjoy the journey!
One message, three lines. The entry code and guide link are all that matters at this point.
4. Check-In Follow-Up
When: 3–5 hours after estimated check-in time Purpose: Open the door for guests to raise any issues while you can still fix them
Hi [Name], hope you arrived well and found everything okay! 🙂
If anything's unclear or not quite right, let me know — happy to help. Otherwise, enjoy your stay!
This message does something underrated: it catches problems while there's time to fix them, rather than after checkout when they become review comments. Guests who feel their concern was heard and resolved give 5 stars far more often than guests who stayed quiet and left disappointed.
5. Pre-Checkout Reminder
When: Evening before checkout Purpose: Remind guests of checkout time and procedure, reduce late check-outs
Hi [Name], hope you've had a wonderful stay!
Just a reminder that checkout is tomorrow at [TIME]. A few things before you go:
- Leave keys [location] - Strip beds, leave towels in the bathroom - Full checkout instructions: [guide link → checkout section]
Thank you for staying — it's been a pleasure hosting you. Safe travels home!
A checklist in a message is easier to follow than a paragraph. The guide link means they can access full instructions if they need them.
6. Post-Stay Review Request
When: Within 24 hours of checkout Purpose: Thank them and (gently) invite a review
Hi [Name], thank you so much for staying at [Property Name] — hope you had a great time!
If you have a moment, a review really helps us out and means a lot. Wishing you safe travels and hope to host you again someday!
[Your name]
Don't overthink this one. Short, warm, genuine. Most guests mean to leave a review and just need a reminder that you appreciate it.
Two Things That Make All of These Better
Send them at the right time. A booking confirmation sent at 11pm feels different to one sent the next morning. The pre-arrival message should arrive when guests are in preparation mode — not a week early when they'll forget it.
Point everything to your guide. Your messages are the signposts. The guide is the destination. Hosts who link to a good digital guide in their messages answer 80% of questions before they're asked — and the messages above become shorter, cleaner, and more useful as a result.
Hellostr gives every property a mobile-first guide guests can access from any link you include in your messages. Build it once, link to it in every message, update it anytime. Start free — no credit card needed.