Guest communication: 12 ready-to-use templates that save hours

Guest communication starts the moment a booking comes in and doesn't stop until a week after check-out. It's the single biggest thing that separates "nice place" from "I'm telling my friends about this."

If you manage 1-10 rooms, good communication saves you 3-5 hours a week. In this guide you'll find 12 ready-to-use templates for every stage of the guest relationship, plus 6 rules that make every message better.

Why communication matters

Three ways communication directly affects your bottom line:

1. More reviews: guests who feel you genuinely care leave 5-star reviews.
2. Fewer refunds and disputes: a well-informed guest doesn't complain.
3. Repeat bookings: warm communication builds a personal relationship — and that means a direct booking next time.

You don't need to become a copywriter. You need templates you can personalize.

The 6 rules for every message

Rule 1: Reply fast

• Within 1 hour for a new enquiry (this is where bookings are won).
• Within 2 hours for a problem from a guest currently staying.
• Within 24 hours for general questions.

A response time over 24 hours = a lost guest.

Rule 2: Personal, not generic

• "Hi Maria" instead of "Dear guests"
• "I saw you're coming with your family" instead of "Thank you for choosing us"

Rule 3: Keep it short

• 3 short paragraphs maximum
• Information in bullet points, not walls of text
• A quick summary at the top

Rule 4: Always end with a next step

• "Want me to send you the parking details?"
• "Send me your arrival ETA"
• "We'd really appreciate a review"

Rule 5: Match the tone to the guest

• Business traveler: professional tone, exact times
• Family: warm, with tips for kids
• Couple: romantic, with tavernas and sunset spots

Rule 6: Always write in the guest's language

• If the email is in English, reply in English
• If they write in Greek, reply in Greek
• If you don't speak it, use Google Translate for basic phrases in German, French, or Italian

The 12 templates

Template 1: Reply to a new enquiry

Hi [Name],

Thanks for your interest in [Property Name]! Your dates [check-in - check-out] are available, and the total for [number] guests is €[price].

The property includes: [3-4 key highlights, e.g. pool, sea view, 200mbps wifi, parking].

Would you like to book? I can send you the direct booking link with a 5% discount off the Booking.com price.

Have a great day, [Name]

Template 2: Booking confirmation

Hi [Name],

Your booking is confirmed! Here's everything you need:

• Check-in: [date], from 3:00 PM
• Check-out: [date], by 11:00 AM
• Address: [full address] + Google Maps link
• Wi-Fi: [SSID] / Password: [***]
• Door code: [****] (you'll receive it on arrival day)

One week before you arrive, I'll send you check-in instructions and my recommendations for the area.

If you need ANYTHING at all, WhatsApp me: [number]

See you soon! [Name]

Template 3: Pre-arrival (1 week before)

Hi [Name],

You'll be at [Property Name] in 7 days! Here are a few last tips for a perfect stay:

Getting here from [airport/port]:

• By car: 45 minutes, directions here: [Google Maps]
• By taxi: ~€25 from [airport]
• By bus: [details]

My 5 favorite tavernas (all truly local — no tourist traps):

1. [Taverna 1] - fish
2. [Taverna 2] - meat ... etc.

Parking: free, right in front of the property.

Anything else you'd like to know?

Can't wait to welcome you! [Name]

Template 4: Check-in day (morning of arrival)

Hi [Name]!

We're expecting you today! What time should I expect you, roughly?

Door code: [****] Entry instructions: [video or photo link]

You'll find a welcome basket of local products in the kitchen ❤️

Safe travels, [Name]

Template 5: Welcome message (physical note at the property)

Hi [Name],

Welcome to [Property Name]! I hope you have a wonderful stay.

In the kitchen you'll find:

• Local olive oil & honey (a gift)
• Water in the fridge
• Coffee & tea

Wi-Fi: [SSID] / [password] My WhatsApp: [number] for anything you need Great tavernas: see the guidebook on the coffee table

Enjoy your stay! [Name]

Template 6: Mid-stay check-in (2nd evening)

Hi [Name],

Just a quick message! Is everything OK with the place? Anything you need?

Also, happy to help you with:

• A taverna reservation
• A day trip to [island/spot]
• Directions to [attraction]

Enjoy the rest of your stay! [Name]

This one simple message increases 5-star reviews by 30%.

Template 7: Check-out reminder (morning of departure)

Hi [Name],

Today's your last day with us. I hope you had a wonderful time!

A few check-out notes (by 11:00 AM):

• Leave the sheets on the bed (no need to fold them)
• Turn off the lights and the AC
• Keys go in the key box

If you need a late check-out or an airport transfer, just message me!

Thank you for staying with us, [Name]

Template 8: Post-stay thank you (3 days later)

Hi [Name],

I hope you made it home safely! I just wanted to thank you again for choosing [Property Name].

If you enjoyed your stay, we'd really appreciate a review:

• Google: [link]
• TripAdvisor: [link]

Every review helps us enormously to keep delivering stays like yours.

If you'd like to come back, call or message me and I'll give you a 15% discount on your next stay (direct booking).

Warm regards, [Name]

Template 9: Response to a negative review

Dear [Name],

Thank you for sharing your experience. I'm very sorry that [the specific problem they mentioned] affected your stay.

We have already [specific action taken — e.g. replaced the water heater, spoken with our cleaner, etc.] to make sure it doesn't happen again.

If you'd be willing to give us a second chance, I'd be glad to offer you [a 20% discount] on your next stay.

Kind regards, [Name]

Important: NEVER get defensive. Never say "you're wrong." Always "I'm sorry" + "we've fixed it" + an offer.

Template 10: Response to a positive review

Hi [Name],

Thank you so much for the kind words! I'm thrilled you loved [the specific thing they mentioned, e.g. the terrace / the coffee / the location].

We'd love to welcome you back ❤️

[Name]

Template 11: Problem during the stay (e.g. AC not working)

Hi [Name],

I'm so sorry about this! A technician is on the way — within 2 hours.

In the meantime, please accept [a small gesture, e.g. a bottle of wine / a free breakfast]. I'll leave it at your door.

If it isn't fixed promptly, I'll arrange [a refund or an upgrade].

Speak soon, [Name]

Template 12: Repeat booking (1 year later)

Hi [Name],

Exactly one year ago, you were staying at [Property Name] ❤️

I remembered how much you loved [something specific, e.g. the balcony with the view]. This year, [the property] has [1 new thing, e.g. a new pool / new bikes, etc.].

If you'd like to come back, I'm offering you a 20% discount if you book within 60 days.

I'd love to see you again! [Name]

This email converts at 10-15%. That's very high.

Automation tools

So you're not writing the same emails over and over:

• Smartbnb / Hospitable (€49/month): Best for Airbnb automations
• Guesty (€79/month): For mid-sized properties with 5-20 rooms
• Zapier + Gmail templates (free): Starter setup for very small properties

For 1-3 rooms, Gmail Templates or Canned Responses is all you need. Free and simple.

The bottom line

Guest communication isn't "being friendly with guests." It's a system. With the right templates and the right timing, every guest feels like they have your full attention — while in reality, 80% of it is automated.

Want us to set up an automated communication flow for your property, or add chat/WhatsApp integration to your website? Send us a message.