Stop rewriting the same messages from scratch. These 15 ready-to-use templates cover every guest touchpoint from enquiry to post-stay review request.
Consistency and speed are the twin pillars of excellent guest communication. Guests who receive a quick, professional, warm response to their enquiry are more likely to book. Guests who receive timely information before arrival are less likely to message you with questions at 9pm. Guests who receive a thoughtful post-stay message are more likely to leave a review.
None of this requires you to be available around the clock or to write brilliantly under pressure. It requires good templates — messages you've drafted carefully at a calm moment, personalised lightly for each guest, and sent at the right time.
The fifteen templates below cover every standard touchpoint in the guest journey. Use them as-is, or adapt them to match your own voice and property.
Speed matters here. On most platforms, response time is tracked and affects your listing visibility. Aim to respond within two hours during daytime hours.
Hi [Name],
Thanks so much for your enquiry about [Property Name] — it looks like a great fit for your trip.
The dates you've mentioned ([dates]) are available, and the property sleeps up to [X] guests across [X] bedrooms. [Add one or two specific sentences about why the property suits their plans — a family with young children, a group looking for walking access, etc.]
The rate for your stay would be [total] including all fees. Happy to answer any questions before you book — just ask.
Best, [Your name]
Hi [Name],
Just following up on my message from [day] — wanted to make sure it didn't get lost.
The dates are still available and I'm happy to hold them for 24 hours if you'd like a little more time to decide. Any questions at all, just let me know.
Best, [Your name]
Hi [Name],
Thank you for your interest in [Property Name] — I'm afraid those particular dates are already booked. I do have availability [from/around] [alternative dates] if those might work instead?
If not, I'm sorry I can't help this time — I hope you find somewhere great for your trip.
Best, [Your name]
Hi [Name],
Brilliant — your booking at [Property Name] is confirmed! Here are the key details:
Arrival: [Date] from [check-in time] Departure: [Date] by [check-out time] Guests: [Number] Total paid: [Amount]
About a week before arrival I'll send full arrival instructions including directions, access details, and the property guide.
In the meantime, if you have any questions or anything changes, just get in touch.
We're looking forward to welcoming you, [Your name]
Hi [Name],
Thanks for the note about [request — e.g. early check-in / a travel cot / parking for two cars]. I'll do my best to accommodate this.
[Either: "I can confirm [request] is fine — I've noted it for your stay." Or: "I can't guarantee this but I'll do what I can and confirm closer to the time."]
See you on [date].
[Your name]
This is one of the most important messages you'll send. It should be comprehensive but not overwhelming.
Hi [Name],
Your stay at [Property Name] is one week away — very exciting! Here's everything you need to know before you arrive.
Address: [Full address and postcode] Directions note: [Any satnav caveat — e.g. "the lane is not shown on Google Maps — continue past the church and take the right fork"] Parking: [Details] Check-in time: From [time]
I've attached the full property guide, which covers everything from WiFi to heating, local restaurant recommendations, and check-out instructions. Worth a read before you arrive — it answers most questions people have!
Any questions, I'm here. Have a wonderful journey — see you on [date].
[Your name]
Send this on the morning of arrival, usually around 9–10am.
Morning [Name]!
Today's the day — hope you're packed and ready. Just a quick note with your arrival details:
Address: [Address] Check-in from: [Time] Access: [Key safe location and code / smart lock code]
A welcome pack with everything you need is waiting on the kitchen table. My number is [phone number] if anything comes up — don't hesitate to call or text.
Enjoy every minute, [Your name]
Hi [Name],
Just wanted to make sure you have everything you need for a smooth late arrival this evening.
Access code: [Code] Key safe location: [Description]
The property is all set for you — heating is on, and [milk is in the fridge / lights are on / etc.].
I won't expect to hear from you tonight — see you on the other side! If there are any issues at all, please call [number].
Sleep well, [Your name]
For longer stays, a mid-stay message shows you're paying attention without being intrusive.
Hi [Name],
Hope you're having a wonderful time at [Property Name] — we're midway through your stay and I just wanted to check everything is going well.
Is there anything you need? Happy to help with anything — restaurant bookings, local information, anything at all.
Enjoy the rest of your stay, [Your name]
Speed and acknowledgement matter more than an instant solution.
Hi [Name],
Thank you for letting me know about [issue] — I'm sorry for the inconvenience. I'm on it now.
[Either: "I've arranged for [someone] to come and take a look [today / tomorrow morning] — they'll arrive between [time window]." Or: "I'm looking into this right now and I'll come back to you within [timeframe] with a plan."]
Thank you for your patience — I really appreciate it.
[Your name]
This one needs careful handling. Be direct but never accusatory.
Hi [Name],
Sorry to bother you — I just wanted to gently flag that we've had a note from a neighbour about noise levels this evening. I know it's easy to forget how sound travels in rural areas.
If you could keep things a little quieter for the rest of the evening I'd really appreciate it — it helps me maintain a good relationship with the neighbours and keep the property available for guests like you.
Thanks so much for understanding, [Your name]
Hi [Name],
Hope you've had a brilliant time — just a friendly reminder that check-out tomorrow is by [time].
No need to deep clean — just leave things roughly as you found them. A quick checklist:
- Dishwasher on before you leave
- Towels left in the bath
- Bins in the [location]
- Keys back in the [key safe / on the table / etc.]
- Doors and windows locked
I hope [Property Name] has been everything you hoped for. Safe travels home.
[Your name]
Send this the day after check-out, while the stay is fresh in the guest's mind.
Hi [Name],
Thank you so much for staying at [Property Name] — it was a pleasure having you, and I hope your trip home was smooth.
If you have a moment, I'd be incredibly grateful if you could leave a quick review. It takes about two minutes and makes a huge difference to future guests finding the property. [Link to review platform or a note about where to leave one.]
I hope we get to welcome you back one day — and please don't hesitate to get in touch if there's anything I can do.
Warm wishes, [Your name]
Thank you so much, [Name] — this has genuinely made our day. We're so glad you loved [specific thing they mentioned in the review] and that [Property Name] was a good home for your trip. We'd love to welcome you back anytime.
This is the template that requires the most care. Always respond to negative reviews — ignoring them is worse than a bad response.
Thank you for taking the time to share your experience, [Name]. I'm genuinely sorry that [specific issue they raised] wasn't up to the standard you — and we — would expect. [Brief factual response if the criticism is addressable: "We've since had the [heating / appliance / etc.] serviced." Or: "I've taken this feedback on board and will be looking at how we can improve."] We hope we'll have the opportunity to give you a much better experience in the future.
Each template has placeholder fields for a reason. Use the guest's name, reference their dates, mention something specific about their stay. A message that feels personally written is worth ten that feel automated.
Map out which templates go when, and set reminders or automate them through your property management system. The most effective hosts have a schedule: booking confirmation within 2 hours, pre-arrival at 7 days, check-in day morning, post-stay the following day.
Adapt these templates to sound like you. If you're naturally warm and informal, loosen the language. If your property is high-end and your guests are corporate, keep things precise. Consistency builds trust.
If a message isn't working — guests are still asking the same question it was supposed to answer — revise it. Your templates are living documents.
LetPilot has a built-in message template library that automates your guest communication schedule — the right message goes out at the right time, every time, without you having to remember to send it. Try LetPilot free at letpilot.co — no credit card required.