Automating your communication with your guests is an easy first step in automating your Airbnb. It will also save you loads of time, effort and energy in managing your guest communication yourself or having to hire a virtual assistant to do it for you. It also allows you to respond to guests in real-time, giving them a sense of good customer service without having to make yourself available to your inbox 24/7.
To make sure you are only making the best impression possible you need to first prepare message templates.
Airbnb guest messaging automation is the use of software to automate the communication process between hosts and guests. This can include pre-arrival messages, check-in instructions and post-stay follow-ups. The goal is to streamline communication, save time for hosts and enhance the overall guest experience.
Improve your guests’ experience by easily and quickly providing them with essential information, local recommendations and answers to frequently asked questions.
A better guest experience combined with a gentle and automated nudge will improve your chances of getting reviews.
Automating guest messaging will save you the costs of having to hire additional personnel to manage guest communication 24/7.
Guest messaging automation will allow you to maintain a fast and minimum 90% response, one of the four criteria for becoming an Airbnb Superhost.
Having a rapid response rate is also critical for ranking high on Airbnb search.
To make sure you are only making the best impression possible with your Airbnb guest messaging you have first to prepare message templates.
There are six essential Airbnb message templates that every Airbnb property manager should prepare.
Make a great first impression and set the tone for the amazing service that you as a host provide by sending your guests a message as soon as they book your vacation rental property.
Firstly, thank them for choosing your listing and express how excited you are to host them. You can also take this opportunity to briefly introduce yourself as a host and your Airbnb. Mention that you will be sending them a more detailed message to ease check-in and planning their stay. Finally, encourage them to reach out to you with any questions they may have.
Thank you for choosing us for your stay.
We are thrilled to be hosting you on (date) and look forward to your stay. Expect to receive details on checking-in and making the best of your stay at (name of place) when your reservation date is closer.
In the meantime, if you have any questions about planning your stay or our house rules, please feel free to check with us. We are happy to do everything we possibly can to make your stay comfortable, fun and stress-free.
Thank you for booking (name of your Airbnb vacation rental). We are looking orward to hosting you at our place and will send you more information about check-in and staying at our Airbnb closer to your date of reservation.
Please feel free to get in touch with us if you have any questions or concerns. A copy of our house rules is attached. We will do our best to accommodate you.
As your guests’ check-in date draws near, send them a detailed email to prepare them for their arrival at your Airbnb. Depending on the type of guests you attract, you can choose to send this three to one day prior to their check-in date.
Explain your check-in process in simple and easy to understand language. Provide contact information for you or your designated contact in case they run into any issues. Also prompt them to check your house rules / welcome book so they know what to expect and won’t be left feeling disappointed or frustrated.
We hope you are all set to check in on (date) and are looking forward to your stay with us at (name of place).
You can check in at (check-in time), so you are welcome to arrive any time after if you like.
Your door access code is (access code). It will be active from the time of check-in.
The wi-fi password is (wi-fi password).
You will receive your welcome book upon logging into wi-fi on any device.
If you haven’t had the chance to go through our house rules yet we encourage you to do so and let us know if you have any questions prior to arrival so we can try to accommodate any concerns you may have.
If you experience any issues getting into your room or after your check-in, feel free to contact us at (insert contact information) at any time. We are always happy to help.
See you on (insert day of arrival).
Make sure all is going well with your guests by sending them a check-up message halfway through their stay. This is an opportunity for you to find out if your guest is not experiencing a perfect stay and rectify it immediately so you don’t end up with a bad review and a guest who never returns. You want to keep this short so some guests don’t find it irritating.
This is just a quick check-in to make sure you are enjoying your stay with us.
Please do let us know if you are experiencing inconveniences of any kind or would like some help or guidance with planning your future itinerary. We are more than happy to help.
We hope you are having as much fun staying with us as we are enjoying hosting you.
This is just a quick reminder to please let us know if you have any questions, comments or concerns about your stay. We’d be glad to do what we can to make your stay with us a better one.
This is the one essential message that you save but do not automate. If you receive a complaint from other guests or your neighbors that a particular guest/s is being noisy, send them a polite message reminding them of their obligation as a guest to be considerate and follow the house rules on noise.
You can also politely warn them of the consequences if they do not adhere to the rules, especially if you ask your guests to sign a short term rental agreement. (Your best bet always is to avoid bad guests altogether.)
We have received a number of complaints from your fellow guests / our immediate neighbors of music being played loudly from your villa even past midnight yesterday. As is clearly stated in the house rules and the short term rental agreement you signed upon checking-in, quiet time at (insert name of place) begins at 9pm Sunday through Thursday and at 11pm on Fridays and Saturdays.
Please be kind enough to make sure to observe these rules in consideration of everyone else hereon.
Furthermore, (name of city) has very strict regulations on Airbnb noise complaints which can easily result in an eviction and fines.
This is usually sent out the night before guests are due to check out. Like the check-in message, it takes guests through the process of checking out such as leaving the space tidy, dropping off keys, check-out times, etc.
You can also ask your guests to notify you once they leave so you can send your cleaner to start turnover. Don’t forget to thank your guests for choosing your Airbnb.
We are delighted to have been able to host you at our place for the past (number) of days. To ensure your stay with us continues to be seamless and stress-free let us quickly take you through the check-out process.
The check-out time is (time). You can leave earlier if you wish.
Please make sure all windows and doors are locked before you check out.
We are sad to see you go but hope to see you again on your next holiday / stay in (name of city).
If you have enjoyed your stay with us please consider letting your friends and family know of our Airbnb.
Also known as a post-check-out message, this message allows you to show your guests you care even after they’ve stepped out of the boundaries of your Airbnb.
Check in if they had a safe and uneventful journey back, thank them for their stay and encourage them to review your listing on Airbnb. Mentioning that you have already given them a great review will further motivate them to review your Airbnb. You can find plenty of Free Airbnb Guest Review Templates on our blog as well as tips on ensuring great reviews.
Keep in mind that guests only have 14 days to review you so make sure you send your message about 3 days after check-out to give them ample time to do so without troubling them while settling back down home from their trip.
We hope you’ve reached your home safe and sound and had time to unpack and relax from the journey back.
Because we had a delightful time hosting you, we have left you a great review on Airbnb. We hope you will be kind enough to reciprocate and leave us a review letting us and other Airbnb guests know how you enjoyed your stay with us.
Looking forward to your review and future stays with (name of your place).
We hope you’ve managed to make precious memories during your stay with us that you will cherish forever. We certainly have had a blast hosting you at (name of place) and have left you a great review to attest to that.
Would you mind letting us and other guests know how much you enjoyed your stay with us by leaving us a review on Airbnb as well? You can find out how to here. You have (number) of days to complete and submit your review to Airbnb.
We hope you will consider us for your next stay in or around (name of location).
These are only templates so don’t be afraid to adjust, expand or shorten and make them your own.
With Hostaway, you can easily automate all guest communication for multiple channels and listings. You can also choose to be specific to individual channels or listings.
Choose your triggers to send out each message. For example, when you receive a reservation:
Choose the time. Decide if you want each message sent out minutes, hours or days from receiving the trigger.
Lay out your message. Hostaway allows you to add images, change the font size, color and other styling options so your message looks just the way you envision it.
If you manage only one property, only list on Airbnb and don’t utilize direct bookings, you can use Airbnb’s Scheduled Messages feature. Airbnb allows you to schedule messages for triggers such as new reservations, check-in and check-out. However, messages cannot be scheduled for last-minute bookings or short stays where the trigger time is greater or equal to the lead time.
To create a scheduled message:
Note that Airbnb message scheduling offers only the most basic automation.
Being attentive and responsive to guests is crucial as a property manager or vacation rental host, whether you list on only Airbnb or multiple platforms. Automating guest communication allows you to do that efficiently while guest messaging templates provide a personal touch.