Guest Communication Templates That Get 5-Star Reviews

Why Communication Matters

Your response time, tone, and helpfulness during messaging directly affect three things: your search ranking (Airbnb tracks response rate and speed), your review scores (guests who feel heard leave better reviews), and your sanity (good templates reduce repetitive typing by 90%).

Set up these messages as saved responses in Airbnb or as automated messages through your PMS. Personalize the guest’s name and stay dates, but let the core content run on autopilot.

Pre-Booking Inquiry Response

Send within 1 hour of receiving an inquiry. Speed matters for conversion and ranking.

“Hi [Name], thanks for your interest in [Property Name]! The cabin is available for your dates and I’d love to host you. To answer your question about [their specific question]: [answer]. A few things worth knowing: we’re [X] minutes from Old Man’s Cave, the hot tub is private and maintained between every guest, and check-in is completely self-service via smart lock. Let me know if you have any other questions — happy to help!”

Booking Confirmation

Send immediately after booking is confirmed.

“Hi [Name], your booking is confirmed — we’re looking forward to hosting you [dates]! I’ll send detailed check-in instructions 2–3 days before your arrival, including your unique door code, driving directions, and Wi-Fi info. In the meantime, feel free to reach out with any questions. See you soon!”

Pre-Arrival Instructions (2–3 Days Before)

This is your most important message. Include everything they need.

“Hi [Name], your stay is coming up and we want to make sure everything goes smoothly! Here’s your check-in info:

Check-in: [Time] or later
Door code: [Code] (enter on keypad, press lock icon)
Address: [Full address]
Driving directions: [Specific directions — GPS can be unreliable in Hocking Hills. Include landmarks.]
Parking: [Where to park, what to expect]
Wi-Fi: Network: [name] / Password: [password]

The hot tub is heated and ready. Firewood is stacked [location]. Our digital guidebook with local restaurant recommendations, trail info, and house details is [link or location in cabin].

One note: our cabin uses a private septic system (standard in rural Ohio). Please only flush toilet paper — no wipes or feminine products. Thanks for understanding!

Have a wonderful trip and don’t hesitate to reach out if you need anything!”

Day-of Check-In

Send morning of arrival. Brief and warm.

“Hi [Name]! Just a quick note — the cabin is all set for your arrival today. The hot tub is at [temp] and ready to go. Your door code is [code]. Safe travels and enjoy the Hocking Hills!”

Mid-Stay Check-In

Send evening of day 1 for 2+ night stays. This is your chance to catch issues before they become bad reviews.

“Hi [Name], hope you’re settling in! Just checking to make sure everything is working well — hot tub, heat, Wi-Fi, etc. If anything needs attention, please don’t hesitate to reach out. We’re happy to help. Enjoy your evening!”

Checkout Reminder (Evening Before)

Send the evening before checkout. Sets expectations and reduces cleanup issues.

“Hi [Name], hope you’ve had a great stay! Just a reminder that checkout is by [time] tomorrow. Before you head out: start the dishwasher if you’ve used dishes, gather used towels in the bathroom, take any trash to the outdoor bin, close and latch the hot tub cover, and lock the door behind you (it locks automatically). No need to strip the beds — our cleaning team handles that. Thank you for staying with us — safe travels home!”

Post-Stay Thank You & Review Request

Send within 24 hours of checkout. This directly drives your review count.

“Hi [Name], thank you so much for staying with us! We hope the Hocking Hills delivered everything you were looking for. If you have a moment, we’d really appreciate a review — it helps other guests find us and helps us keep improving. We’ve already left you a review as well. Hope to see you again soon!”