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Find the situation, replace every item in square brackets, check the facts and your booking terms, then read the message once in your own voice before sending.
Never send a message with brackets still in it. Keep factual records for complaints, damage, refunds, safety issues, and rule violations.
Booking confirmation
Hello [Guest Name], your reservation at [Property Name] for [Dates] is confirmed. I will send complete check-in instructions 48 hours before arrival. When convenient, please share your estimated arrival time. Kind regards, [Host Name]
Customize: Add only information you know is final. Do not promise early access unless it is already confirmed.
Essential pre-arrival details
Hello [Guest Name], here are your arrival details for [Property Name]: Address: [Full Address]. Access: [Entry Method] at [Entry Location]. Check-in: from [Check-In Time]. Checkout: by [Checkout Time]. Parking: [Parking Details]. Wi-Fi: [WiFi Network] / [WiFi Password]. House guide: [House Guide Link]. Please confirm your estimated arrival time. Kind regards, [Host Name]
Customize: Confirm that every access detail and code is current before sending.
Self check-in instructions
Hello [Guest Name], your self check-in instructions are below: 1. Go to [Full Address]. 2. Find [Entry Method] at [Entry Location]. 3. Enter code [Lockbox Code]. 4. [Final Entry Step]. Check-in is available from [Check-In Time]. Please confirm once you are inside. Kind regards, [Host Name]
Customize: Test the code and describe the entrance from the guest’s point of view.
Wi-Fi troubleshooting response
Hello [Guest Name], let’s resolve this. Please restart the router at [Router Location]: unplug it for 30 seconds, reconnect it, and allow two minutes. The network is [WiFi Network] and the password is [WiFi Password]. If the issue continues, tell me and I will take the next step. Kind regards, [Host Name]
Customize: Replace the steps if your equipment requires a different safe process.
Early check-in decline
Hello [Guest Name], unfortunately early check-in is not possible on your arrival day because the property must be cleaned and prepared. Check-in remains [Check-In Time]. If helpful, [Nearest Bag Storage] is available for luggage. Kind regards, [Host Name]
Customize: Offer luggage storage only when you have verified it.
Late checkout decline
Hello [Guest Name], unfortunately late checkout is not possible because another guest is arriving. Checkout remains [Checkout Time]. If needed, [Nearest Bag Storage] is available for luggage. Thank you for understanding. Kind regards, [Host Name]
Customize: Remove the storage sentence if no verified option exists.
Complaint acknowledgement
Hello [Guest Name], I am sorry this has happened and I want to address it promptly. Please send a photo of [Observed Issue] so I can understand exactly what needs attention. I will review it and arrange [Resolution] as quickly as possible. Thank you for telling me directly. Kind regards, [Host Name]
Customize: Acknowledge, gather a clear record, and state only the next action you can take.
Noise or gathering warning
Hello [Guest Name], I have noticed [Specific Observation]. Please remember that gatherings are not permitted and quiet hours are [Quiet Hours]. Please reduce the noise and ensure only registered guests remain. I would appreciate your immediate cooperation. Kind regards, [Host Name]
Customize: Use a factual observation, not an accusation, and follow your actual terms and local requirements.
Checkout reminder
Hello [Guest Name], a reminder that checkout is by [Checkout Time] tomorrow. Before leaving, please [Checkout Steps]. Thank you for staying at [Property Name], and safe travels. Kind regards, [Host Name]
Customize: Keep checkout tasks short and reasonable.
Review request
Hello [Guest Name], thank you for staying at [Property Name]. If you have a moment, a brief review of your experience would be appreciated and helps future guests. Kind regards, [Host Name]
Customize: Ask once, without pressure, incentives, or rating instructions.
Your 60-second send check
- Every bracket has been replaced.
- Names, dates, times, address, codes, and links are correct.
- The message promises only what you can deliver.
- The tone and channel fit the situation.
- Money, rule, safety, or complaint wording matches the actual record.
Need a more specific situation? Explore The Host Message Playbook.
Important note
HostWorkflow is independent and not affiliated with or endorsed by any booking platform. Adapt every message to your listing, booking terms, insurer guidance, local requirements, and the facts of the stay. In an emergency, prioritize safety and contact the appropriate local emergency service.