I learned this lesson the hard way during my first month hosting. A potential guest messaged me about my downtown loft, and I sent back a rushed, generic response that basically said "yes, it's available." They booked somewhere else within hours.

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I learned this lesson the hard way during my first month hosting. A potential guest messaged me about my downtown loft, and I sent back a rushed, generic response that basically said "yes, it's available." They booked somewhere else within hours.

According to Airbnb's internal data, hosts who respond to inquiries within one hour are 40% more likely to secure bookings. But speed alone isn't enough—your message quality determines whether browsers become bookers.

Professional communication separates successful hosts from struggling ones. The right message templates don't just save time; they build trust, set clear expectations, and create the kind of guest experience that generates repeat bookings and glowing reviews.

Pre-Booking Inquiry Response Messages

Your first impression happens in that initial response to a potential guest's inquiry.

Pre-booking responses are your opportunity to showcase your property's unique value while addressing specific guest concerns that could make or break their booking decision.

  • Hi [Name]! Thanks for your interest in my [property type]. I'd love to host you during your [dates] trip! The space is perfect for [specific use case they mentioned], and you'll have [unique amenity]. I'm a Superhost with 200+ five-star reviews. Happy to answer any questions!
  • Hello [Name], absolutely! My place is available for your [dates] and would be ideal for your [purpose]. The location puts you within walking distance of [local attraction], and guests love the [special feature]. I respond quickly to all messages and provide detailed check-in instructions. What questions can I answer?
  • Hi there! Your [dates] are open and I think you'd really enjoy staying here. My [property type] has [specific amenities they asked about] plus [bonus feature]. I've hosted [number] guests with a 4.9-star average. I include a welcome basket and detailed neighborhood guide. Would you like to book?
  • Thanks for reaching out about my listing! Yes, it's available for [dates] and perfect for [their stated purpose]. The space includes [amenities they need] and I provide [extra service]. Previous guests especially love [unique selling point]. I'm happy to accommodate [special request] if needed!

Tip: Consider pairing inquiry responses with local experience gift cards to showcase neighborhood expertise.

Booking Confirmation and Welcome Messages

The moment after booking is when excitement peaks and anxiety about the unknown begins.

Booking confirmation messages should balance enthusiasm with essential information, making guests feel welcomed while setting clear expectations for their upcoming stay.

  • Welcome to [property name], [Name]! I'm thrilled you chose my place for your [dates] stay. You're going to love [unique feature]. I'll send detailed check-in instructions 24 hours before arrival. In the meantime, I'm creating a personalized neighborhood guide just for you!
  • Congratulations on booking my [property type]! Your reservation for [dates] is confirmed. I can't wait to host you and help make your [city] experience amazing. You'll receive check-in details tomorrow, but feel free to message me with any questions. Welcome to the family!
  • Hi [Name]! Your booking is confirmed and I'm already excited about your visit! My [property type] will be perfectly prepared for your [dates] stay. I'll share my insider's guide to [neighborhood] plus check-in instructions soon. Thanks for choosing my place!
  • Welcome aboard, [Name]! Your [dates] reservation is locked in. I've been hosting for [time period] and love helping guests discover [city's] hidden gems. You'll get detailed arrival info and my personal recommendations guide 24 hours before check-in. See you soon!

Check-In Instructions and Arrival Messages

Clear arrival instructions eliminate confusion and reduce last-minute panic calls.

Check-in messages should provide step-by-step arrival guidance with backup contact information, ensuring guests can access your property smoothly even if technology fails.

  • Hi [Name]! Check-in details for tomorrow: Address is [full address]. Look for the [distinctive landmark]. Use code [####] on the smart lock. WiFi password is [password]. I'm available at [phone] until 10pm if needed. Can't wait to welcome you!
  • Your check-in info for today: [Property name] is at [address], [specific directions]. Entry code is [####] (works after 3pm). Keys are on the kitchen counter. Parking is [location]. My number is [phone] for emergencies. Welcome guide is on the coffee table!
  • Check-in ready! Address: [full address]. Look for [building description]. Door code: [####]. Once inside, your keys are in the [location]. WiFi: [network]/[password]. I'm reachable at [phone] until 11pm. Everything you need is in the welcome folder. Enjoy!
  • Welcome day is here! [Property address] - look for the [unique identifier]. Smart lock code is [####] (active from 3pm). House keys are [location]. Parking spot [details]. Call/text [phone] if any issues. Your personalized guide awaits inside!

Tip: Include recommendations for nearby convenience stores or late-night food delivery services for arriving guests.

During-Stay Communication Templates

Proactive communication during stays prevents small issues from becoming big problems.

Mid-stay messages should strike the perfect balance between being helpful and respectful of guest privacy, offering support without being intrusive.

  • Hi [Name]! Just checking in - how's your stay going so far? Everything working well? I'm here if you need restaurant recommendations or have any questions. Hope you're enjoying [local attraction/weather/etc]!
  • Good morning! Wanted to make sure you found everything okay and the [specific amenity] is working well. There's a great [local event] happening today if you're interested. Let me know if you need anything at all!
  • Hey [Name], hope you're having a wonderful time! Quick question - is the [amenity they mentioned needing] meeting your needs? Also, [weather/local tip]. I'm available by text if anything comes up. Enjoy your day!
  • Hi there! Halfway through your stay - how are you finding everything? The [appliance/feature] working smoothly? Don't forget to check out [local recommendation] before you leave. Here if you need anything!

Check-Out Instructions and Departure Messages

Smooth departures protect your property and leave guests with positive final impressions.

Check-out instructions should be clear and reasonable, focusing on essential tasks while thanking guests for their care of your space.

  • Check-out info for [date]: Please leave by 11am. Just lock the door and leave keys on the counter - the smart lock will reset automatically. No need to strip beds or wash dishes! Thanks for being such wonderful guests. Safe travels!
  • Departure day! Check-out is 11am. Please [specific instruction] and leave keys [location]. No cleaning required - just tidy up personal items. It's been a pleasure hosting you! Hope to welcome you back to [city] someday.
  • Good morning [Name]! Check-out time is 11am today. Lock up and leave keys on the kitchen island. The cleaning crew handles everything else. Thank you for taking such good care of my place. Travel safely and come back anytime!
  • Time to say goodbye! Please check out by 11am. Leave keys [specific location] and lock the front door. You've been amazing guests - thank you for respecting my home. Wishing you safe travels and hope our paths cross again!

Post-Stay Follow-Up and Review Request Messages

The guest relationship doesn't end at checkout - it evolves into potential repeat bookings and referrals.

Post-stay messages should express genuine gratitude while strategically encouraging reviews, creating opportunities for future bookings and positive word-of-mouth marketing.

  • Hi [Name]! Hope you made it home safely. It was such a pleasure hosting you - you were the ideal guests! If you have a moment, I'd be grateful for a review sharing your experience. I'd love to host you again on your next [city] adventure!
  • Thanks again for staying with me! You left my place spotless and were so respectful. If you enjoyed your stay, a review would mean the world to me and help future guests discover my [property type]. Hope to see you back in [city] soon!
  • What a wonderful few days hosting you both! You were fantastic guests and I hope [city] exceeded your expectations. If you're happy to share your experience in a review, it would really help my small business. Thanks for choosing my place!
  • Safe travels, [Name]! You were absolutely lovely guests and took such good care of my home. If you have time for a quick review, it helps me continue hosting amazing people like yourselves. Come back to [city] anytime - you'll always be welcome!

Tip: Follow up with personalized local event notifications or seasonal promotions to encourage repeat bookings.

Problem Resolution and Complaint Response Messages

How you handle problems determines whether issues become disasters or opportunities to exceed expectations.

Problem resolution messages must acknowledge concerns immediately, take ownership where appropriate, and provide concrete solutions with realistic timelines to restore guest confidence.

  • Hi [Name], I'm so sorry about the [issue]! That's definitely not the experience I want for my guests. I'm sending [solution] right now and it should be resolved within [timeframe]. I'll also [compensation offer] to make this right. Thank you for letting me know immediately.
  • I sincerely apologize for the [problem] you're experiencing. This is completely unacceptable and I take full responsibility. I've already [action taken] and [person/service] will be there within [time]. I'm also [compensation] because you shouldn't have to deal with this during your vacation.
  • Thank you for bringing the [issue] to my attention, [Name]. I understand how frustrating this must be and I'm going to fix it immediately. [Specific solution] is on the way and should arrive by [time]. I'm also [gesture of goodwill] because this isn't the 5-star experience you deserve.
  • I'm really sorry about the [problem], [Name]. That's not typical for my property and I want to make it right immediately. I've contacted [service provider] and they'll be there within [timeframe]. Meanwhile, [temporary solution]. I'll also [compensation] for the inconvenience.

Special Occasion and Seasonal Messages

Thoughtful seasonal touches create memorable experiences that guests share and remember.

Special occasion messages should feel genuine and personal rather than automated, acknowledging holidays, weather, or local events that enhance the guest experience.

  • Happy [Holiday], [Name]! Hope you're enjoying the festive atmosphere in [city]. There's a beautiful [holiday event] happening at [location] today if you're interested. The [weather] is perfect for [activity]. Have a wonderful celebration!
  • Good morning! Noticed it's [weather condition] today - perfect for [seasonal activity]! The [local attraction] is especially beautiful this time of year. I've left some [seasonal item] in the kitchen for you. Enjoy this gorgeous [season] day in [city]!
  • Hi [Name]! Just wanted to let you know there's an amazing [local event] happening this weekend at [location]. It's one of my favorite [city] traditions and happens to coincide perfectly with your stay. Hope you can check it out!
  • Welcome to [city] during [season]! The timing couldn't be better - [seasonal highlight] is at its peak right now. I've included some [seasonal amenity] and recommendations for the best [seasonal activity] spots. This is my favorite time of year here!

Automated Message Sequences and Timing

Smart automation maintains personal touch while scaling your hosting operations efficiently.

Automated message sequences should feel natural and timely, delivering the right information at optimal moments throughout the guest journey without overwhelming recipients.

  • Booking confirmation (immediate): "Welcome, [Name]! Your [dates] booking is confirmed. I'm excited to host you at my [property type]. Detailed check-in info coming 24 hours before arrival. Questions? Just reply to this message!"
  • Pre-arrival (24 hours): "Hi [Name]! Your [city] adventure starts tomorrow. Check-in is 3pm at [address]. Code: [####]. Keys inside on [location]. Weather looks [forecast] - perfect for [activity]. See you soon!"
  • Day 2 check-in: "Hope you're settling in well! Everything working smoothly? The [local attraction] is gorgeous this time of day if you're looking for [activity]. I'm here if you need anything!"
  • Pre-departure (day before checkout): "Hope you've had an amazing stay! Check-out tomorrow by 11am - just lock up and leave keys [location]. If you enjoyed your time, I'd be grateful for a review. Safe travels!"

Tip: Use automation tools that allow for easy personalization and manual override when special circumstances arise.

Creating Your Own Custom Host Messages

Templates are starting points - your authentic voice and property's unique character should shine through every message.

Start by analyzing your most successful guest interactions and identifying the phrases that consistently get positive responses. Note the questions guests ask repeatedly, then craft template answers that feel personal rather than scripted.

Test different message versions with similar guest demographics and track which approaches generate better booking rates, fewer follow-up questions, and higher review scores. According to Phocuswright research, personalized host communication increases guest satisfaction scores by an average of 23%.

Consider your property's unique selling points and weave them naturally into templates. A mountain cabin host might emphasize stargazing opportunities, while an urban loft owner could highlight walkability to restaurants and nightlife.

Conclusion

Professional communication transforms good Airbnb hosts into great ones. These message templates provide the foundation, but your personality and property's unique character should always shine through.

Start implementing these templates gradually, beginning with pre-booking inquiries where the impact on your booking rate will be most immediate. Customize each message to reflect your authentic hosting style while maintaining the professional structure that builds guest confidence.

Remember to comply with local hospitality regulations and platform policies in all guest communications, including opt-out language for automated messages where required by law.

How quickly should I respond to Airbnb guest inquiries?

Within one hour whenever possible. Airbnb data shows hosts responding within 60 minutes are 40% more likely to secure bookings than slower responders.

What's the most important message in the guest journey?

The pre-booking inquiry response sets the tone and often determines whether browsers become bookers through professional, welcoming communication.

Should I automate all my host messages?

Automate routine messages like check-in instructions, but personalize booking confirmations and problem resolutions for better guest relationships and higher satisfaction scores.

How long should Airbnb host messages be?

Keep messages under 500 characters for mobile readability. Include essential information while maintaining a friendly, conversational tone that doesn't overwhelm guests.

What should I include in check-in instructions?

Provide complete address, access codes, key locations, WiFi details, and your contact number. Include landmarks and backup instructions for technology failures.