Most guest questions are predictable. That's good news: a small set of well-written messages, sent at the right moments, answers them before they're asked and makes every stay feel personal.

The trick is to keep them warm, short and specific. Replace the words in brackets, then read each one out loud. If it doesn't sound like you, change it until it does.

1. Booking confirmed

Hi [Name], thank you for booking [Home name]! We're so glad you're coming. I'll send check-in details a few days before you arrive. In the meantime, let me know if you have any questions or are celebrating anything special.

Asking about celebrations is a small touch that often leads to a five-star moment: a handwritten card, a late checkout, a bottle of something local.

2. Check-in details (3 days before)

Hi [Name], here's everything for your stay: Address: [Address] · Check-in: from [time] · Door code: [code] · Wi-Fi: [network] / [password] The house guide is on the kitchen counter. Have a wonderful trip, and message me anytime.

Put the four things guests need in the first five minutes at the top. Everything else can live in your guest guide.

3. Morning after arrival

Good morning [Name]! Just checking everything is comfortable. If anything isn't quite right, tell me and I'll sort it today.

This one message catches small problems while you can still fix them, long before they become a review.

4. Checkout reminder (evening before)

Hi [Name], I hope you've had a lovely stay. Checkout is at [time] tomorrow. Before you go: [two or three simple steps]. Safe travels!

Keep checkout steps to three or four. Long checklists frustrate guests and rarely get followed.

5. After checkout

Hi [Name], thank you for staying with us and for taking such good care of the place. If you have a moment, a review would mean a lot to a small host like us. We'd love to welcome you back. Next time, you can book directly at [your website].

Make them yours

  • Use the guest's first name and your home's name.
  • Mention one specific detail: the view, the coffee machine, a favorite local bakery.
  • Sign off the same way every time, so guests recognize your voice.

Want someone to handle guest messages for you, in your voice? That's exactly what our STR Virtual Assistance team does.