Great communication is the most underrated factor in Airbnb success. It does not require hours of effort — just the right message at the right time. The best UK hosts use templates they have refined over hundreds of bookings, and the results show in their reviews.
Here are the exact messages you can copy and adapt for every stage of the guest journey.
Why Guest Communication Drives Your Airbnb Ranking
Airbnb tracks your response rate and response time. Both affect your search ranking and Superhost eligibility. But beyond the algorithm, good communication does three things:
- Reduces cancellations — Guests who feel looked after are far less likely to cancel.
- Prevents problems — Clear instructions mean fewer confused messages at 11pm.
- Earns better reviews — Communication is one of the five categories guests rate you on.
The goal is not to send more messages. It is to send fewer, better messages at the moments that matter.
Template 1: Booking Confirmation (Within 1 Hour)
Send this immediately after a guest books — or as soon as you accept a request.
"Hi [Name], thank you for booking [property name]! We are really looking forward to hosting you. I will send over full check-in details closer to your arrival date. In the meantime, if you have any questions about the property or the local area, just ask. [Your name]"
Why it works: It is warm, sets expectations about future communication, and opens the door for questions without being overwhelming.
Template 2: Pre-Arrival Details (24 Hours Before)
This is your most important message. Get it right and you eliminate 90% of check-in issues.
"Hi [Name], everything is ready for your arrival tomorrow! Here is everything you need:
Address: [full address + Google Maps link]
Parking: [specific instructions]
Check-in: [step-by-step entry instructions]
WiFi: [network name] / Password: [password]
My number: [phone number] — call or text anytime if you need anything.
A few local tips: [1-2 restaurant/pub recommendations]. Enjoy your stay! [Your name]"
Why it works: Everything in one message. No hunting through multiple conversations. The local tips add a personal touch that generic Airbnb automated messages lack.
Template 3: Day-of-Arrival Welcome (Afternoon)
"Hi [Name], just a quick note to say we hope you have a smooth journey. The property is all set for you. Let me know when you have settled in — happy to help with anything. Enjoy [city/area]!"
Why it works: Short and warm. Shows you care without being intrusive.
Template 4: Mid-Stay Check-In (Day 2 for Stays of 3+ Nights)
"Hi [Name], hope you are enjoying your stay so far! Just checking in — is everything working well? If there is anything we can help with, do not hesitate to ask."
Why it works: Catches potential issues before they become review complaints. If the shower pressure is low or the heating is not working, you want to know now, not in a three-star review.
Template 5: Pre-Checkout Reminder (Evening Before Departure)
"Hi [Name], hope you have had a wonderful stay! Just a reminder that checkout is by [time] tomorrow. All we ask is that you pop used towels in the bath and leave the key in the lockbox. Safe travels and thank you for staying with us!"
Why it works: Friendly, minimal demands, and frames checkout as easy rather than a chore.
Template 6: Post-Checkout Thank You (Same Day)
"Hi [Name], thank you so much for leaving the place so tidy — we really appreciate it! We hope you had a fantastic time in [area]. If you get a chance, we would love a review — it makes a huge difference to small hosts like us. We have left you one already. Hope to welcome you back one day!"
Why it works: Gratitude, a gentle review request, and mentioning you have already reviewed them triggers reciprocity.
Template 7: Handling a Complaint
"Hi [Name], I am really sorry to hear about [issue]. That is not the standard we aim for and I want to make it right. [Specific action: I have arranged for someone to come and fix it today / I have adjusted your booking price to reflect the inconvenience / Here is what I suggest]. Please let me know if there is anything else I can do."
Why it works: Acknowledges the problem, takes responsibility, and offers a concrete solution. Do not make excuses or shift blame.
Template 8: Repeat Guest Invitation (2-4 Weeks After Stay)
"Hi [Name], we just wanted to say thanks again for being such great guests. If you are ever thinking of visiting [area] again, we would love to have you back — and we are happy to offer a returning guest discount. Just message us directly!"
Why it works: Builds loyalty, encourages direct rebooking, and feels personal.
Tips for Better Guest Communication
- Respond within an hour — Airbnb rewards fast responses. Set up app notifications.
- Use the guest's name — It sounds obvious but many hosts send generic messages.
- Keep messages concise — Guests do not read essays. Short paragraphs, bullet points where helpful.
- Save your templates — Airbnb has a "Saved Messages" feature. Use it.
- Personalise one line — Even with templates, add one personal touch: mention their reason for visiting, or a specific recommendation based on their group size.
- Match the guest's tone — If they are formal, be professional. If they use emojis and exclamation marks, be warmer.
Communication is just one piece of the puzzle. To see how your entire listing performs across 100 data points — including trust signals, photos, description, and competitive positioning — get your free LetGrow listing score.
Our Pro reports include expert-reviewed recommendations for every aspect of your guest experience, from first message to five-star review.