# Airbnb Guest Communication Templates

**PROPERTY:**
Williamsburg Loft with Rooftop (Brooklyn, NYC)

**HOST NAME:**
Sarah

**CHECK-IN TIME:**
3:00 PM

**CHECK-OUT TIME:**
11:00 AM

**CHECK-IN METHOD:**
Smart lock with code

---

## THE GUEST COMMUNICATION JOURNEY

```
1. Booking Confirmation (Immediate)
2. Pre-Arrival Message (1-2 days before)
3. Check-In Instructions (Day of, morning)
4. Welcome/Arrival Check (Evening of arrival)
5. Mid-Stay Check-In (Day 2 or middle of stay)
6. Pre-Checkout Reminder (Day before departure)
7. Post-Stay Thank You (Day of checkout)
8. Review Request (2-3 days after checkout)
```

---

## MESSAGE 1: BOOKING CONFIRMATION

**When to Send:** Immediately after booking confirmed
**Purpose:** Build excitement, establish rapport, set expectations

### Template:

```
Hi [Guest Name]! 🎉

Thank you so much for booking our Williamsburg loft—we are excited to host you!

Just to confirm the details:
📅 Check-in: [Date] at 3:00 PM
📅 Check-out: [Date] at 11:00 AM
👥 Guests: [Number]

A few things to look forward to:
✨ Our rooftop terrace has stunning Manhattan skyline views—perfect for morning coffee or evening drinks
✨ You are steps from amazing restaurants and the L train to Manhattan
✨ The apartment was recently renovated with everything you need

I will send detailed check-in instructions 1-2 days before your arrival. In the meantime, feel free to reach out if you have any questions about the apartment, the neighborhood, or planning your trip!

Looking forward to hosting you,
Sarah

P.S. If you are looking for restaurant recommendations or things to do in Williamsburg, just ask—I have lived here for 8 years and love sharing my favorites!
```

**Word Count:** 168

**Why This Message Works:**
- **Immediate enthusiasm** (excited to host you)
- **Confirms key details** (dates, times, guests)
- **Builds anticipation** (things to look forward to)
- **Sets expectation** (instructions coming later)
- **Opens dialogue** (feel free to reach out)
- **Personal touch** (P.S. with local expertise)
- **Friendly but professional** tone

---

## MESSAGE 2: PRE-ARRIVAL MESSAGE

**When to Send:** 1-2 days before check-in
**Purpose:** Confirm arrival, offer help, build anticipation

### Template:

```
Hi [Guest Name]!

Your stay is almost here! I hope you are getting excited for your trip to NYC.

Just checking in:
🕐 What time do you expect to arrive on [Day]?

This helps me make sure everything is perfect for you. I will send the door code and complete check-in instructions tomorrow morning.

**Quick reminders:**
• Check-in is anytime after 3:00 PM
• The apartment is a 4th floor walk-up (no elevator)—just want to make sure you are prepared if you have heavy luggage!
• Let me know if you need any restaurant reservations or have questions about getting around

**Getting Here:**
From JFK: Uber/Lyft is easiest (~$50, 45-60 min). The subway works too (AirTrain + A/C to L train) if you want to save money.
From LaGuardia: Uber/Lyft ~$35, 30-45 min.
From Manhattan: L train to Bedford Ave, then 5-min walk.

Anything you need before you arrive? Happy to help!

Sarah
```

**Word Count:** 169

**Why This Message Works:**
- **Asks arrival time** (shows you care, helps you prepare)
- **Reminds of potential issues** (walk-up) proactively
- **Provides practical info** (transport options with costs)
- **Offers help** without being pushy
- **Builds relationship** before arrival

---

## MESSAGE 3: CHECK-IN INSTRUCTIONS

**When to Send:** Morning of check-in day
**Purpose:** Provide everything needed for smooth arrival

### Template:

```
Good morning [Guest Name]! 🌞

Today is the day! Here is everything you need to check in smoothly:

━━━━━━━━━━━━━━━━━━━━━━━━
📍 ADDRESS
━━━━━━━━━━━━━━━━━━━━━━━━
[Full Address]
Brooklyn, NY 11211

Look for the red brick building with the black door. The apartment number is 4B.

━━━━━━━━━━━━━━━━━━━━━━━━
🔐 ENTRY
━━━━━━━━━━━━━━━━━━━━━━━━
**Building door:** Code is [####] — Enter on the keypad and pull the door when you hear the click.

**Apartment door (4B):** Smart lock code is [####] — Enter the code and turn the handle.

⚠️ The codes are case-sensitive and the same for both doors. If the code does not work, wait 10 seconds and try again slowly.

━━━━━━━━━━━━━━━━━━━━━━━━
🏠 ONCE INSIDE
━━━━━━━━━━━━━━━━━━━━━━━━
• WiFi: [Network Name] / Password: [Password]
• AC/Heat: Thermostat is on the wall by the bedroom
• TV: Samsung remote on coffee table, Netflix is logged in
• Rooftop: Take the stairs up one more floor, door at the end of the hall (code [####])

━━━━━━━━━━━━━━━━━━━━━━━━
📱 IF YOU NEED ANYTHING
━━━━━━━━━━━━━━━━━━━━━━━━
Text or message me anytime. I am usually nearby and can help quickly.

For emergencies:
• Building super: [Phone] (water/heat issues)
• My cell: [Phone]

━━━━━━━━━━━━━━━━━━━━━━━━
📖 NEIGHBORHOOD GUIDE
━━━━━━━━━━━━━━━━━━━━━━━━
I have put together a guide with my favorite restaurants, coffee shops, and things to do:
[Link to Google Doc or Airbnb Guidebook]

━━━━━━━━━━━━━━━━━━━━━━━━

Have an amazing stay! Message me when you arrive so I know you got in okay. 🙌

Sarah
```

**Word Count:** 272

**Why This Message Works:**
- **Visual organization** (sections with dividers)
- **Step-by-step entry** (building door, then apartment)
- **Troubleshooting included** (if code does not work)
- **Essential info upfront** (WiFi, AC, TV)
- **Emergency contacts** (reduces anxiety)
- **Neighborhood guide** linked
- **Asks for arrival confirmation** (so you know they are in)

---

## MESSAGE 4: ARRIVAL CHECK-IN

**When to Send:** Evening of check-in day (if no arrival confirmation received) or shortly after they confirm arrival
**Purpose:** Ensure smooth arrival, catch any issues early

### Version A: If They Confirmed Arrival

```
So glad you made it in! 🎉

Just checking—is everything looking good? Did you find everything you need?

A few tips for tonight:
🌅 If the weather is nice, the rooftop is magical at sunset
🍕 If you are hungry and want something quick, L'Industrie Pizzeria (7 min walk) is incredible
🛒 For groceries, there is a Whole Foods 10 minutes away on Bedford

Let me know if you need anything at all. Otherwise, I will leave you to settle in!

Enjoy!
Sarah
```

**Word Count:** 89

### Version B: If No Arrival Confirmation

```
Hi [Guest Name]!

Just checking in—did you make it to the apartment okay? Want to make sure you got in without any issues.

Let me know if you need anything!

Sarah
```

**Word Count:** 33

**Why These Messages Work:**
- **Version A:** Adds value (tips), not just checking a box
- **Version B:** Short, not intrusive, just confirms they are okay
- **Both:** Show you care without being overbearing

---

## MESSAGE 5: MID-STAY CHECK-IN

**When to Send:** Day 2 of stay (or middle of longer stays)
**Purpose:** Catch issues before they become complaints, show attentiveness

### Template:

```
Hi [Guest Name]!

Just a quick check-in—how is everything going so far? Is there anything you need or anything I can help with?

No need to reply if all is well! Just want to make sure you are having a great stay. 😊

Sarah
```

**Word Count:** 46

### Alternative (Longer Stay, Day 3+):

```
Hi [Guest Name]!

Hope you are enjoying NYC! Just checking in to see how everything is going at the apartment.

Anything you need? Any questions about the neighborhood? I am happy to share recommendations if you are looking for something specific—restaurants, activities, day trips, whatever!

Otherwise, enjoy the rest of your stay!

Sarah
```

**Word Count:** 56

**Why These Messages Work:**
- **Short and non-intrusive** (no need to reply)
- **Opens door for issues** without assuming problems
- **Longer version offers value** (recommendations)
- **Timing catches problems** before checkout/review

---

## MESSAGE 6: PRE-CHECKOUT REMINDER

**When to Send:** Evening before or morning of checkout
**Purpose:** Clear instructions, smooth departure, set up good review

### Evening Before Version:

```
Hi [Guest Name]!

Hope you have had an amazing stay! Just a friendly reminder that checkout is tomorrow at 11:00 AM.

**Quick checkout checklist:**
✓ Start the dishwasher if you used dishes
✓ Take any trash to the bins in the hallway
✓ Leave the keys and fob on the kitchen counter
✓ Make sure windows are closed and AC/heat is off
✓ Lock the door behind you (it auto-locks, but please double-check)

No need to strip the beds or do laundry—I have got that covered!

**Leaving luggage?**
If your flight is later and you need somewhere to store bags, there is a luggage storage place called Bounce about 10 minutes away. Happy to send the link if helpful.

Thank you again for staying with us. It has been a pleasure hosting you! If you have a moment after checkout, I would love to hear how your stay was.

Safe travels! 🛫
Sarah
```

**Word Count:** 159

**Why This Message Works:**
- **Clear checklist** (no confusion)
- **Removes burden** (no need to strip beds)
- **Anticipates need** (luggage storage option)
- **Gratitude expressed**
- **Seeds the review** subtly (love to hear how your stay was)

---

## MESSAGE 7: POST-CHECKOUT THANK YOU

**When to Send:** Day of checkout (after their checkout time)
**Purpose:** Express gratitude, transition to review request

### Template:

```
Hi [Guest Name]!

Thank you so much for staying with us—I hope you had a wonderful time in NYC! 🗽

I really enjoyed hosting you. Please do not hesitate to reach out if you are ever back in Brooklyn—would love to have you again.

Safe travels home!

Warm regards,
Sarah

P.S. If you have a moment, I would be so grateful if you could leave a review of your stay. It really helps small hosts like me, and I would love to hear your feedback! 🙏
```

**Word Count:** 85

**Why This Message Works:**
- **Immediate gratitude** (same day)
- **Invites return** (would love to have you again)
- **Review request is soft** (P.S., if you have a moment)
- **Explains why reviews matter** (helps small hosts)
- **Not pushy**

---

## MESSAGE 8: REVIEW REQUEST (FOLLOW-UP)

**When to Send:** 2-3 days after checkout (if no review yet)
**Purpose:** Polite reminder for review

### Template:

```
Hi [Guest Name]!

I hope you made it home safely and are recovering from your NYC adventures! 😊

I just wanted to follow up—if you have not had a chance yet, I would really appreciate a review of your stay. It only takes a minute and makes a huge difference for hosts like me.

Here is the direct link: [Airbnb Review Link if available]

No pressure at all, but if you enjoyed your stay, your kind words would mean a lot!

Thanks again for choosing our place. Hope to host you again someday!

Sarah
```

**Word Count:** 90

**Why This Message Works:**
- **Friendly check-in** first (not just asking for something)
- **Direct link** makes it easy
- **Low pressure** (no pressure at all)
- **Conditional ask** (if you enjoyed your stay)
- **Not too soon** (gives them time to settle)

---

## PROBLEM RESOLUTION MESSAGES

### Issue Reported: Something is Broken/Not Working

```
Hi [Guest Name],

I am so sorry to hear about the [issue]—that is definitely not the experience I want you to have!

Let me fix this right away. [Choose one:]

**Option A (Simple fix):**
Here is how to resolve it: [Clear instructions]
Let me know if that does not work and I will come by personally.

**Option B (Needs intervention):**
I am sending someone over today to take care of it. What time works best for you? I want to minimize any disruption to your stay.

**Option C (Cannot fix immediately):**
Unfortunately, I cannot fix this until [timeframe]. I am really sorry for the inconvenience. To make up for it, I would like to [offer: partial refund, gift card to local restaurant, etc.].

Again, I apologize for this. Please let me know what else I can do.

Sarah
```

---

### Issue Reported: Noise Complaint

```
Hi [Guest Name],

I am really sorry to hear about the noise—that is so frustrating, especially when you are trying to rest.

Unfortunately, I cannot control [street noise / neighbors], but here are a few things that might help:
• There are earplugs in the nightstand drawer
• The bedroom has blackout curtains if light is also an issue
• A white noise app on your phone can help drown out background noise

If it continues to be a problem and really impacts your stay, please let me know and we can discuss options.

I am sorry again—I know this is not ideal.

Sarah
```

---

### Guest Locked Out

```
Oh no! I am so sorry—let me help right away.

**Door code:** [####]

If that is not working:
1. Wait 10 seconds and try again slowly
2. Make sure you are pressing firmly on each number
3. Try the code then turn the handle immediately

If still stuck, call me at [Phone] and I will come let you in. I am about 15 minutes away.

So sorry for the hassle!

Sarah
```

---

## PRE-BOOKING INQUIRY RESPONSES

### General Inquiry:

```
Hi [Guest Name]!

Thank you for your interest in our Williamsburg loft! I would be happy to host you.

[Answer their specific question]

A few highlights about the space:
✨ Recently renovated with designer furniture
✨ Rooftop terrace with Manhattan skyline views
✨ 5-minute walk to the L train
✨ In-unit washer/dryer

Let me know if you have any other questions. I am happy to help you decide if it is the right fit!

Sarah
```

---

### Discount Request:

```
Hi [Guest Name]!

Thank you for reaching out! I appreciate you considering our place for your stay.

I try to keep my pricing fair and competitive already, but I may be able to offer a small discount depending on the dates. Let me check:

[If yes:] For your dates, I can offer [X]% off. Would that work for you?

[If no:] Unfortunately, I am not able to discount those dates as they are during a busy period. However, if your dates are flexible, I might be able to offer a better rate for [alternative dates].

Let me know your thoughts!

Sarah
```

---

## MESSAGE TONE GUIDE

### The Sweet Spot:
```
✓ Warm but not overly casual
✓ Professional but not stiff
✓ Helpful but not overbearing
✓ Friendly but respecting boundaries
✓ Personal but not too familiar
```

### Words/Phrases to Use:
```
• "I hope..." (warm)
• "Just checking in..." (casual, caring)
• "Let me know if you need anything" (helpful)
• "No pressure" (respectful)
• "I would be happy to..." (accommodating)
• "Safe travels!" (warm sign-off)
```

### Words/Phrases to Avoid:
```
• "Per my last message..." (passive-aggressive)
• "As stated in the listing..." (defensive)
• "You must..." (demanding)
• "ASAP" (stressful)
• "Unfortunately, our policy..." (cold)
• Excessive emojis (unprofessional)
• No emojis at all (too formal)
```

---

## MESSAGE TIMING GUIDE

| Message | When to Send | Automate? |
|---------|--------------|----------|
| Booking Confirmation | Within 1 hour of booking | Yes |
| Pre-Arrival | 1-2 days before check-in | Yes |
| Check-In Instructions | Morning of check-in | Yes |
| Arrival Check | Evening of arrival | Semi |
| Mid-Stay Check | Day 2 or mid-stay | Yes |
| Pre-Checkout | Evening before checkout | Yes |
| Post-Checkout Thank You | Day of checkout | Yes |
| Review Request | 2-3 days after checkout | Yes |

---

## AUTOMATION TIPS

### What to Automate:
```
• Booking confirmation
• Check-in instructions
• Pre-checkout reminders
• Post-stay thank you
• Review requests
```

### What to Keep Personal:
```
• Responses to questions
• Problem resolution
• Mid-stay check-ins (at least review before sending)
• Discount negotiations
```

### Tools for Automation:
```
• Airbnb Scheduled Messages (built-in)
• Hospitable
• Host Tools
• Guesty
• Your Automated Messages
```

---

## RESPONSE TIME GOALS

| Situation | Target Response Time |
|-----------|---------------------|
| Pre-booking inquiry | Under 1 hour |
| Question during stay | Under 30 minutes |
| Problem/emergency | Under 15 minutes |
| General message | Under 2 hours |

**Why it matters:** Airbnb tracks response time. Fast responses = better search ranking + Superhost status.

---

## COMMON COMMUNICATION MISTAKES

| Mistake | Impact | Fix |
|---------|--------|-----|
| No booking confirmation | Guest feels ignored | Send within 1 hour |
| Vague check-in instructions | Frustrated texts at midnight | Step-by-step with visuals |
| Not checking in mid-stay | Miss chance to fix issues | Quick message day 2 |
| Aggressive review request | Puts guests off | Soft ask, explain why it helps |
| Slow response to problems | Bad review | Respond immediately, fix fast |
| Too many messages | Annoying | 5-7 total is plenty |
| Copy-paste feeling | Impersonal | Customize with names, dates |
| No personality | Forgettable | Let your voice come through |

---

## GUEST COMMUNICATION CHECKLIST

### Before Guest Arrives:
- [ ] Booking confirmation sent (within 1 hour)
- [ ] Pre-arrival message sent (1-2 days before)
- [ ] Check-in instructions sent (morning of)
- [ ] Door codes verified and correct
- [ ] Guidebook/recommendations ready

### During Stay:
- [ ] Arrival confirmation received
- [ ] Mid-stay check-in sent
- [ ] Any issues addressed promptly

### After Stay:
- [ ] Pre-checkout reminder sent
- [ ] Post-checkout thank you sent
- [ ] Review request sent (if needed)
- [ ] Your review of guest written