Good communication is one of the most important parts of a successful guest experience. For hosts, it is more than just a way of sharing practical information. It is how you build trust, encourage repeat bookings, and increase the chance of positive reviews. For guests, timely and transparent communication helps remove uncertainty and makes their stay enjoyable.
One of the most significant benefits of being a responsive host is the impact on review scores. Research from Airbnb shows that quick replies improve guest confidence and reduce cancellations. A guest who feels taken care of before arrival is much more likely to leave a five-star review after departure. On Booking.com, the reply score directly affects visibility. Guests perceive hosts who respond quickly as more reliable, which leads to higher conversion rates and fewer last-minute questions.
Being responsive also creates a professional image. Even if you automate most of your guest communication, replying personally when needed shows guests that there is a real person behind the property. Guests want both convenience and reassurance. Balancing automation with personal touches is the best way to achieve this.
The complete guest messaging timeline
Automated communication is most effective when it follows a clear structure. Below is a recommended timeline that strikes a balance between efficiency and guest engagement.
- Booking confirmation (immediately after booking)
Send a warm welcome message that thanks the guest for choosing your property. Include the booking summary, check-in and check-out dates, and a reminder that further details will follow. This first message sets the tone and builds trust. Encourage guests to reply with any questions they may have. - Pre-arrival message (7 days before check-in)
Provide directions, parking instructions, house rules, and information about amenities. If your property is in a popular location, include a short list of local recommendations. Guests often begin planning activities around this time, so a little extra information helps them feel supported. - Reminder message (1 day before arrival)
Reconfirm check-in time and share access details such as codes, key boxes, or instructions for meeting a staff member. This message can also include WiFi information, which is often the first thing guests look for on arrival. If available, attach a digital guest guide so they can explore local recommendations in advance. - Check-in follow-up (day of arrival)
Once guests have arrived, send a short message to make sure everything went smoothly. This small gesture shows attentiveness. If they reply with concerns, respond quickly to resolve the issue. Engaging in conversations at this stage can prevent minor frustrations from becoming negative reviews later. - Mid-stay check-in (optional for longer stays)
For guests staying longer than three nights, a mid-stay message is a good opportunity to ask if they need anything. This proactive step demonstrates care and can reduce support requests. - Check-out message (morning of departure)
Provide clear check-out instructions and thank guests for their stay. Be polite but specific about key return procedures or cleaning requirements. Guests appreciate knowing exactly what is expected, and it reduces the chance of last-minute confusion. - Post-stay follow-up (1–2 days later)
Send a thank-you message and request a review. If appropriate, offer a discount code for booking directly next time. This not only boosts your review scores but also helps build loyalty. Following up politely keeps your property in mind for future stays.
Guest communication checklist
Use this checklist to make sure you never miss a key guest message.
| Stage of stay | Message content | Recommended channel(s) | Personalization tip | Timing |
|---|---|---|---|---|
| Booking confirmation | Thank guests, confirm booking details, share next steps. | OTA inbox, email | Include the guest's name and booking details. | Immediately after booking |
| Pre-arrival | Directions, parking, house rules, amenities, and local tips. | Email, guest guide link | Add 2–3 local recommendations with personal touches. | 7 days before check-in |
| Arrival reminder | Reconfirm check-in time, access codes, WiFi details, and contact info. | SMS, email | Use the first name and the property name for clarity. | 1 day before arrival |
| Check-in follow-up | Ask if the arrival went smoothly, and offer support. | SMS, OTA inbox | Use friendly, reassuring language. | Day of arrival |
| Mid-stay check-in | Ask if they need anything, suggest local activities. | SMS, email | Mention the length of stay or weather-based suggestions. | Mid-stay (for longer stays) |
| Check-out | Thank guests, outline check-out steps, and return key info. | Email, SMS | Add personalized farewell: “We hope you enjoyed [city].” | Morning of departure |
| Post-stay | Thank guests again, request a review, and offer a direct booking discount. | Email, OTA inbox | Use the guest's name, include the direct booking link. | 1–2 days after check-out |
Message templates you can use today
Here are expanded templates you can adapt to your properties. These examples strike a slightly more formal tone than casual chat, maintaining a balance between friendliness and professionalism. Always consider translating your messages or using tools like Smoobu’s automated translation to make sure guests understand essential information clearly. Miscommunication can lead to confusion, frustration, or even lost bookings.
Booking confirmation email
“Hello [guest name], thank you for booking your stay at [property name]. Your booking is confirmed for [dates], with check-in from [time] and check-out by [time]. We will send further details about your arrival closer to your stay. In the meantime, please let us know if you have any special requests or questions. We are here to make your visit as smooth and enjoyable as possible.”
Pre-arrival message
“Hello [guest name], we are looking forward to welcoming you in one week. Here are a few details to prepare for your stay: [directions, parking information, house rules]. We recommend trying [local restaurants or attractions]. If you need a taxi or airport transfer, please let us know. You can also view our [guest guide] for tips and recommendations. Please confirm your planned arrival time so we can prepare everything for you.”
Check-in reminder
“Hello [guest name], we are excited to welcome you tomorrow. Check-in is from [time], and you can access the property using [smart lock code/key pick-up instructions]. The WiFi details are [network + password]. If you have any last-minute questions, please reach out. Wishing you safe travels and looking forward to hosting you.”
Check-in follow-up
“Hello [guest name], we hope you had a smooth journey and have settled in comfortably. If you need anything or notice anything that could improve your stay, please let us know. We are here to help and want to make sure you have the best possible experience.”
Check-out message
“Hello [guest name], thank you again for staying with us. Check-out is by [time]. Please return the keys to [location] and make sure all windows are closed. We appreciate your cooperation and hope you had a wonderful visit.”
Post-stay review request
“Hello [guest name], it was a pleasure hosting you at [property name]. We would be grateful if you could share your experience in a review. Your feedback helps us and future guests. We hope to welcome you back soon. If you book directly through our website, you will receive a special returning guest discount.”
How Smoobu automates guest communication
Smoobu makes automation reliable and straightforward. Instead of sending every message manually, you can set up rules that trigger messages at each stage of the guest journey.
- Automatic triggers – Send booking confirmations, reminders, and post-stay requests without lifting a finger.
- Personalized messages – Use booking variables like guest name, dates, and property to ensure each message feels tailored.
- Multi-channel delivery – Send messages through email, OTA inboxes, or SMS, so guests always receive important updates.
- Guest guide integration – Share your personalized Guest Guide for vacation rentals directly in messages. This gives guests instant access to directions, house rules, WiFi details, and your local recommendations.
- Unified inbox – Manage all guest conversations from one dashboard, regardless of which booking channel they come from. This ensures no message goes unnoticed.
Learn more about Smoobu’s Automatic Guest Communications and how they can transform the way you interact with guests.
Best practices to improve guest experience
- Prioritize response times: Airbnb expects hosts to respond to 90% of enquiries within 24 hours to qualify for Superhost. On Booking.com, faster replies improve your reply score and visibility.
- Be proactive: Don’t wait for guests to ask questions. Provide information before they need it.
- Stay consistent: Ensure that information matches across every channel. Guests should see the same check-in times on OTAs, your website, and your messages.
- Use a friendly, professional tone: Keep it simple, avoid jargon, and always make the guest feel valued.
- Translate messages when needed: Many guests travel internationally. Sending messages in their preferred language reduces confusion and makes them feel welcome.
- Balance automation with personal replies: Automated templates save time, but be ready to step in with a personal note when a guest has unique needs.
Troubleshooting common issues
- Guests missing messages: Sometimes emails get lost in spam. Set up SMS reminders for critical details like access codes.
- Hosts missing guest questions: If you manage multiple OTAs, messages can slip through the cracks. With Smoobu’s unified inbox, you receive all guest communication in one place, reducing the risk of missed replies.
- Too many messages: Over-communication can overwhelm guests. Stick to six to seven key touchpoints and make each one useful.
- Forgetting to follow up: Schedule automatic reminders for reviews or check-ins to avoid missed opportunities.
- Urgent issues during a stay: Set up alerts so that urgent guest messages trigger notifications on your phone or email. Guests should always feel they can reach you quickly.
Where to contact guests: staying compliant and professional
Knowing where to contact your guests is just as important as knowing when. Each platform has its own rules, and not following them can lead to penalties or account restrictions.
Platform messaging rules
- Airbnb: Airbnb has a strict off-platform messaging policy. Hosts must keep all communication with guests on Airbnb’s platform until the booking is confirmed. Sharing personal contact details too early (like phone numbers or email addresses) may lead to warnings or suspension. Once the booking is accepted, you can provide essential arrival information such as check-in instructions.
- Booking.com and other OTAs: Most booking channels encourage using their internal inboxes for initial communication. This ensures messages are tracked and linked to the booking. Essential reminders, such as arrival updates or access codes, can then be shared via email or SMS once the booking is secured.
Data consent and guest privacy
If you choose to send emails or SMS directly to guests, it is vital to respect data privacy and consent rules. Guests should only receive direct communication related to their booking or if they have opted in for marketing messages. Using personal data without permission can breach GDPR and other privacy regulations.
Why using Smoobu makes it easier
- All-in-one inbox: Reply to messages from Airbnb, Booking.com, and other channels in one place without breaking platform rules.
- Automated guest messages: Ensure every booking receives the right message at the right time — all while respecting OTA policies.
- Guest guide integration: Share arrival instructions, WiFi details, and house rules through your digital guest guide instead of relying on unapproved off-platform communication.
- Compliance built in: Smoobu’s system is designed with platform and data privacy rules in mind, helping you avoid mistakes that could harm your host status.
In short: When you use Smoobu, you streamline communication, stay compliant with OTA rules, and protect guest data — all while delivering a professional experience that guests appreciate.
Frequently asked questions
Q: What’s the ideal number of guest messages?
A: We recommend at least six: booking confirmation, pre-arrival, check-in reminder, check-in follow-up, check-out, and a post-stay review request. You can add mid-stay messages for longer bookings.
Q: How fast should I respond to guest enquiries?
A: Aim to reply within 24 hours at the latest. Faster responses build trust and improve your host ratings.
Q: Do OTAs measure response rates?
A: Yes. Airbnb requires a 90% response rate within 24 hours for Superhost eligibility. Booking.com uses reply scores, which influence your property’s visibility.
Q: Can I send messages in different languages?
A: Absolutely. Smoobu supports multilingual templates, allowing guests to receive communication in their preferred language. You can also use AI-assisted translation for extra clarity.
Q: What should I include in my digital guest guide?
A: Directions, parking, house rules, WiFi details, local tips, and check-out instructions. Sharing it before arrival helps guests prepare and reduces the number of questions.
Q: Should I personalize every message?
A: Yes, personalization builds trust. Even automated templates can feel personal with guest names, booking dates, and property details included.
Q: What happens if I miss a message?
A: Missing enquiries can affect your ratings and visibility. With Smoobu’s unified inbox and alerts, you can make sure every message is seen and answered.
Q: How do automated messages affect reviews?
A: Guests appreciate consistent and timely communication. When paired with quick personal replies, automated messages often lead to higher review scores.
Q: Do guests prefer email or SMS?
A: Both have value. Use email for detailed instructions and SMS for urgent reminders, such as check-in details.
Q: How do I avoid over-messaging?
A: Focus on essential points in six to seven messages. Keep each one clear and concise.
Conclusion: Make communication effortless for you and your guests
Guest communication is one of the simplest yet most powerful ways to improve reviews and build loyalty. By setting up an effective timeline, writing clear messages, and automating communication with Smoobu, you can ensure no detail is missed.
Automation does not mean losing the human touch. Instead, it allows you to deliver consistent, professional communication while leaving time for personalized replies when they matter most. Guests will appreciate the balance of efficiency and attentiveness, and your review scores will reflect it.
With tools like Smoobu’s automatic guest messages and digital guest guide, hosts can create a seamless communication experience from booking to check-out. The result is happier guests, better ratings, and more direct bookings in the future.
With Smoobu, hosts no longer need to worry about missing messages, breaching OTA policies, or mishandling guest data — everything is managed securely in one place.
Try Smoobu yourself today for 14 days completely free.