Communication shapes the guest experience more than most owners realize. The right message at the right time builds confidence, prevents problems, and earns five-star reviews. Poor communication—or no communication—creates anxiety, confusion, and complaints.
This guide covers what to say, when to say it, and how to handle the conversations that matter most.
Why Communication Matters
Guest Psychology
Guests booking vacation rentals face uncertainty that hotel guests don’t:
- They’re staying in someone’s property, not a standardized hotel
- They can’t see it in person before arriving
- They’re trusting photos and reviews
- They don’t know exactly what to expect
Good communication reduces this uncertainty. It makes guests feel confident they’ve made the right choice.
Impact on Reviews
Communication directly affects reviews:
| Communication Quality | Typical Review Impact |
|---|---|
| Proactive and helpful | ”Host was amazing, answered all questions” |
| Responsive but minimal | Neutral or no mention |
| Slow or unclear | ”Hard to reach host” or “Confusing instructions” |
| Poor or absent | Low ratings, complaints |
Many negative reviews stem from communication failures, not property issues.
Problem Prevention
Most guest problems can be prevented or minimized through communication:
- Clear instructions prevent “how do I…?” messages
- Proactive information prevents frustration
- Quick responses prevent escalation
- Setting expectations prevents disappointment
The Guest Communication Timeline
Stage 1: Pre-Booking Inquiry
When potential guests reach out with questions:
Response time goal: Under 1 hour (under 15 minutes is better)
What to accomplish:
- Answer their specific questions directly
- Provide additional helpful information
- Encourage booking if they’re a good fit
- Screen for potential issues
Sample response to inquiry:
Hi [Name],
Thanks for your interest in [Property Name]! Happy to answer your questions.
[Direct answers to their questions]
A few other things that might be helpful:
- [Relevant detail about property]
- [Information related to their stated plans]
The property would be a great fit for [reference their trip]. Let me know if you have any other questions or if you’d like to book!
[Your name]
Stage 2: Booking Confirmation
Immediately after booking:
Timing: Within hours of booking confirmation
What to accomplish:
- Thank them and express genuine welcome
- Confirm key details
- Set expectations for next communication
- Provide initial helpful information
Sample booking confirmation:
Hi [Name],
Thank you for booking [Property Name]! We’re excited to host you.
Your reservation:
- Check-in: [Date] at [Time]
- Check-out: [Date] at [Time]
- Guests: [Number]
About a week before your arrival, I’ll send detailed check-in instructions including the access code and directions.
In the meantime, feel free to reach out with any questions. If you’re planning activities in the area, I’m happy to share recommendations.
Looking forward to your stay!
[Your name]
Stage 3: Pre-Arrival Information
One week before arrival:
Timing: 5-7 days before check-in
What to accomplish:
- Provide complete check-in instructions
- Share essential property information
- Answer common questions proactively
- Build anticipation
Sample pre-arrival message:
Hi [Name],
Your stay at [Property Name] is coming up! Here’s everything you need for a smooth arrival.
Check-in Details:
- Address: [Full address]
- Check-in time: [Time] or later
- Access: [Lock code or key instructions]
- Parking: [Instructions]
When you arrive:
- [First thing to know]
- WiFi: [Network] / Password: [Password]
- [Any immediate need-to-know items]
House manual: [Link to digital guidebook or note about physical book]
I’ll check in the day of your arrival to make sure everything is perfect. Safe travels!
[Your name]
Stage 4: Day-of-Arrival Check-In
The day they arrive:
Timing: Morning of check-in day (or evening before for early arrivals)
What to accomplish:
- Confirm you’re available if needed
- Remind of key access information
- Offer assistance
- Make them feel expected
Sample day-of message:
Hi [Name],
Today’s the day! Just wanted to confirm that [Property Name] is ready and waiting for you.
Quick reminder: Your access code is [Code]. Check-in is any time after [Time].
If you need anything at all during your stay, just text me at this number. I’m here to help.
Enjoy your stay!
Stage 5: Post-Arrival Follow-Up
After they’ve settled in:
Timing: Evening of arrival day or morning after
What to accomplish:
- Confirm everything is satisfactory
- Address any issues immediately
- Provide additional value
- Show you care about their experience
Sample follow-up:
Hi [Name],
Hope you’re settling in well! Just checking to make sure everything at the property is working perfectly.
Is there anything you need or any questions I can answer?
[Optional: Relevant tip or recommendation based on their plans]
Enjoy your time in [Area]!
Stage 6: Mid-Stay Check-In (Longer Stays)
For stays of 5+ nights:
Timing: Midpoint of stay
What to accomplish:
- Maintain connection without being intrusive
- Identify any developing issues
- Offer assistance
Sample mid-stay message:
Hi [Name],
Hope you’re having a wonderful time! Just checking in to see if there’s anything you need.
If everything’s going great, no need to reply—enjoy your vacation! But if there’s anything I can help with, just let me know.
Stage 7: Pre-Checkout Reminder
The day before departure:
Timing: Evening before checkout
What to accomplish:
- Remind of checkout procedures
- Thank them for staying
- Make departure stress-free
- Prepare for review request
Sample pre-checkout message:
Hi [Name],
Hope you’ve had a wonderful stay at [Property Name]!
Just a quick reminder that checkout is by [Time] tomorrow. Here’s all you need to do:
- [Simple checkout instructions—keep minimal]
That’s it! We take care of everything else.
It’s been a pleasure hosting you. Safe travels home!
Stage 8: Post-Checkout Thank You
After they leave:
Timing: Same day as checkout or next morning
What to accomplish:
- Express genuine thanks
- Invite them to return
- Encourage review (subtly)
- Leave positive final impression
Sample post-checkout message:
Hi [Name],
Thank you so much for staying at [Property Name]! We hope you had a wonderful time in [Area].
If you enjoyed your stay, we’d love to have you back anytime. Returning guests receive [discount/perk] on future bookings.
If you have a moment, we’d really appreciate a review—it helps other travelers find us and helps us continue improving.
Safe travels, and hope to see you again!
[Your name]
Message Templates for Common Situations
Answering Questions About Amenities
Hi [Name],
Great question! Yes, the property does have [amenity]. Here’s what you should know about it:
- [Relevant detail]
- [How to use/access]
Let me know if you have any other questions!
Responding to Special Requests
When you can accommodate:
Hi [Name],
Absolutely, we can do that! [Confirm what you’ll provide]
[Any relevant details or instructions]
Looking forward to your stay!
When you can’t accommodate:
Hi [Name],
Thanks for asking! Unfortunately, we’re not able to [request] because [brief, honest reason].
However, I can offer [alternative] if that would help?
Let me know if you have any other questions.
Handling Complaints During Stay
Hi [Name],
I’m so sorry to hear about [issue]—that’s definitely not the experience we want you to have.
Here’s what I’m doing to fix it: [Specific action]
[Timeline for resolution]
I’ll follow up as soon as it’s resolved. In the meantime, please let me know if there’s anything else I can do.
Weather or External Issues
Hi [Name],
I wanted to give you a heads up about [weather event/local situation].
Here’s what you should know:
- [Impact on their stay]
- [What you’re doing if applicable]
- [Recommendations]
The property is [status], and I’m monitoring the situation. Let me know if you have any concerns.
Early Check-In Requests
When available:
Hi [Name],
Good news—the property is ready, so you’re welcome to check in early! Come by anytime after [earlier time].
See you soon!
When not available:
Hi [Name],
I wish I could accommodate early check-in, but we have guests checking out that morning and need time for cleaning and preparation.
Check-in will be ready at [time] as scheduled. If you arrive early, [suggestion for what to do—local coffee shop, attraction, etc.] is nearby and a great way to start your visit.
Let me know if you need restaurant recommendations or other suggestions!
Late Checkout Requests
When available:
Hi [Name],
Happy to offer late checkout! You’re welcome to stay until [later time] at no extra charge.
Enjoy your last morning!
When not available:
Hi [Name],
I wish I could extend your checkout, but we have guests arriving that afternoon and need time to prepare the property.
If it helps, you’re welcome to leave your bags [location] and enjoy the area before heading out. [Local suggestion] is great for a relaxed last morning.
Communication Best Practices
Response Time Standards
| Situation | Target Response Time |
|---|---|
| Pre-booking inquiry | Under 1 hour |
| Booking questions | Under 2 hours |
| During-stay issues | Under 30 minutes |
| Urgent problems | Immediately |
| General questions | Same day |
Faster responses lead to more bookings and better reviews.
Tone and Style
Be:
- Warm but professional
- Helpful without being pushy
- Concise but complete
- Genuine, not scripted-sounding
Avoid:
- Overly formal language
- Excessive exclamation points
- Generic copy-paste responses
- Delayed or incomplete answers
Automation vs. Personal Touch
Good candidates for automation:
- Booking confirmations
- Pre-arrival instructions
- Checkout reminders
- Standard follow-ups
Keep personal:
- Responses to specific questions
- Problem resolution
- Special requests
- Anything requiring judgment
Many hosts use automated messages as a base, then personalize as needed.
Managing Multiple Channels
Guests may contact you via:
- Platform messaging (Airbnb, Vrbo)
- Text message
- Phone call
Best practice: Direct all communication to one channel when possible, but respond wherever they reach out. Don’t make guests switch channels to get help.
Consistent, professional communication requires time and attention. Learn how our management approach handles all guest communication so you don’t have to.
