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As a short-term rental host, one of your biggest assets is how well you communicate with guests. The right communication can turn a curious browser into a confirmed booking and help you avoid the dreaded “guest complaints” altogether. But let’s be real: when you’re juggling multiple listings, last-minute bookings, and guest check-ins, finding time to craft the perfect message each time can feel like a luxury you can’t afford.
Don’t worry, we’ve got you covered. In this guide, we’ll walk you through key guest communication strategies with ready-to-use templates so you can deliver a 5-star guest experience every time. And yes, we’ll show you how to add a little something extra with LUGGit’s luggage pick-up, storage and delivery service. Because who doesn’t want happy, unburdened guests?
Why Guest Communication Matters More Than You Think
Before we jump into templates, let’s touch on why communication is so crucial. Today’s guests expect swift, professional, and friendly responses, whether it’s their first question or a late-night issue. A smooth communication flow helps:
- Build trust early on (leading to more bookings).
- Reduce no-shows or last-minute cancellations.
- Ensure your guests feel taken care of during their stay.
- Improve reviews and increase your property’s visibility.
Clear communication can make guests feel welcome, prevent misunderstandings, and turn them into repeat customers. And happy guests = happy hosts.
5 Key Moments to Connect with Guests
Your interactions with guests can be broken down into five key touchpoints. Each of these is an opportunity to set the right tone, deliver vital info, and even upsell services.
Let’s break it down.
1. Booking Confirmation
Once the booking is confirmed, it’s time to make a great first impression. This message should confirm details, provide an initial warm welcome, and set the tone for their stay. You can also introduce them to services that’ll enhance their experience, like luggage storage with LUGGit.
Template: Booking Confirmation and Pre-Arrival Message
Subject: Your Upcoming Stay at [Property Name]! 🏡
Hi [Guest’s Name],
Thank you for choosing [Property Name]! We’re thrilled to host you. 🥳 Here are a few details for your upcoming stay:
Check-in: [Date and Time]
Address: [Property Address with Google Maps link]
Contact: [Your Contact Info]
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Looking forward to hosting you!
Best,
[Your Name]
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2. Check-In Instructions
On the day of arrival, guests want clear, concise check-in instructions. Think of this message as your chance to make them feel like everything is under control (even if you're running around getting the place ready!).
Template: Booking Confirmation and Pre-Arrival Message
Subject: Ready to Check In? Here’s What You Need to Know! 🚪
Hello [Guest’s Name],
We’re excited to welcome you to [Property Name] today! Here’s everything you need to know to check in smoothly:
Check-in Time: [Time]
Instructions: [e.g., Door Code, Key Location, Self-Check-In Steps]
Wi-Fi: Network: [Name] | Password: [Password]
Got some time to explore before check-in? LUGGit offers luggage pickup from any location and delivers it back to you whenever and wherever you like. Click here for 10% off and start exploring, luggage-free!
Safe travels, and see you soon!
Best,
[Your Name]
3. Mid-Stay Check-In (Optional but Highly Recommended)
A quick mid-stay check-in can go a long way in making your guests feel valued. This message helps you catch any potential issues before they become bigger problems (and maybe even gets you a few more 5-star reviews).
Template: Mid-Stay Check-In Message
Subject: Just Checking In! 💌
Hi [Guest’s Name],
Hope you’re enjoying your stay at [Property Name]! I just wanted to check in and make sure everything is going well. If there’s anything you need, feel free to reach out.
Thanks again for staying with us!
Best,
[Your Name]
4. Check-Out Instructions
A good check-out message is clear, to the point, and leaves guests with a positive final impression. And don’t forget to mention your review request subtly, no one likes a hard sell, but a gentle nudge can make a difference.
Template: Check-Out Instructions
Subject: Departure Details for [Property Name] 🧳
Hi [Guest’s Name],
It’s almost time to say goodbye! We hope you’ve enjoyed your stay. Here’s what you need to know for check-out:
Check-out Time: [Time]
Instructions: [e.g., key drop-off, door lock procedures]
Want to explore a bit more before leaving? LUGGit offers luggage pickup, storage, and delivery so you can enjoy your last day luggage-free. Click here for 10% off and make the most of your time!
Safe travels, and we’d love to hear about your stay! If you enjoyed it, leaving us a review would mean the world.
Warm regards,
[Your Name]
5. Post-Stay Follow-Up
Following up after their stay not only shows guests you care but also gently reminds them to leave feedback. Plus, it keeps the door open for them to book with you again.
Template: Post-Stay Follow-Up Message
Subject: Thanks for Staying with Us! ✨
Hello [Guest’s Name],
We hope you had a wonderful stay at [Property Name] and made some great memories!
If there’s anything we can improve, we’d love to hear about it. And if you enjoyed your stay, a quick review would mean the world to us and help future guests discover [Property Name].
Take care,
[Your Name]
LUGGit: The Extra Mile in Guest Experience
Providing a stellar guest experience means thinking beyond the basics. With LUGGit, you can offer guests the freedom to explore the city without carrying their bags around and it shows guests that you’re thinking about their needs.
Become a partner and start recommending LUGGit to your guests today, while getting a new source of income through commissions!
Your Cheat Sheet for Guest Communication
Consistent, clear communication makes a massive difference in guest satisfaction, and with these templates, you can stay one step ahead. Use these messages as they are or tweak them to fit your brand’s voice.
Remember, the key is to be there for your guests every step of the way. When you make it easy, they’ll not only love their stay, they’ll keep coming back for more. Happy hosting!
