Good communication costs little and gives a lot back. Guests who know what to expect ask fewer questions, complain less and leave a good review more often. Even so, many owners struggle with which message to send and when.
The answer is a fixed order. Every booking gets the same messages at the same moments. Nothing is forgotten and the guest always knows where they stand. In this article we go through that order, from the confirmation to the reply after the stay.
At booking: confirm and reassure
Reply as quickly as possible to a new booking or request. On most platforms your response time counts towards the visibility of your listing. A fast reply also gives the guest confidence.
Keep the first message short. Thank the guest, confirm the dates and number of people, and say when the practical details will follow. You do not need to say everything yet. A guest who has just booked rarely reads a long text carefully.
Do ask straight away for what you really need to know. Think of the expected arrival time or the use of a cot. That way you can plan ahead and do not have to chase it later.
One week before arrival: the practical details
This is the most important message in the whole series. It contains everything the guest needs to arrive without any fuss.
Include the following points:
- The address and short directions.
- Where the guest can park.
- How the guest gets in and from what time.
- The house rules, briefly summarised.
- Who the guest can contact in case of a problem and how quickly they can expect an answer.
Keep the text clear. Short paragraphs and a logical order read more easily than one long block of text. Always send access details through the platform's booking channel or your management system, never in a public listing.
On the day of arrival: a short welcome
A short message on the morning of arrival does surprisingly much. Wish the guest a good journey, confirm from what time the property is ready and repeat in one sentence how to get in.
This message also catches problems before they grow. A guest stuck in traffic will often say so. Then you know the property will be occupied later and can plan differently yourself.
During the stay: one check, no more
Do not message the guest constantly. One short check after the first night is enough: "Is everything fine? Let us know if you are missing anything." That shows involvement without being pushy.
The benefit is large. A small complaint you hear on day one can usually still be solved. A complaint the guest keeps until the review can no longer be put right. Whoever asks early hears about problems while they can still be fixed.
Also reply quickly to questions during the stay. A guest who reports a problem in the evening does not want an answer the next morning. So agree in advance who is reachable and when.
The day before departure: be clear about the end
The day before departure, send a short message with the check-out time and the arrangements for leaving. Keep it sober. Only ask what is reasonable and explain why. Guests follow a clear arrangement more often than a long list of obligations. Also keep an eye on the platform rules about what you may ask of guests at departure, as these can change.
Also say how the guest leaves the key or access, where relevant. With a smart lock and a code per stay, that is usually nothing: the code expires by itself.
After departure: thank and invite a review
Thank the guest shortly after departure. Say you were glad to host them and would happily welcome them again. A personal message works better than a standard sentence every guest receives.
Reviews matter for your ranking and your credibility. A friendly message can help, but stay correct: do not ask for a particular score and do not offer anything in return for a review. The platforms have their own rules on this. Afterwards, answer every review briefly and politely, even a critical one.
Tone and language: how to sound professional
Write the way you would like to receive a message yourself. Friendly, concrete and without jargon. Address the guest by their first name. Avoid long explanations and capital letters.
Many guests from neighbouring countries and further afield prefer to read in their own language. Dutch, French, German and English are very common on our coast and in our regions. A message in the guest's language feels warmer. Use translations with care and have them checked if you are unsure.
Work with templates for the standard messages, but adapt them each time with the guest's name and one personal detail. That stays efficient and still human.
How YourDomi approaches this
Anyone who rents out several properties or is not always reachable will find this series hard to keep up. YourDomi handles guest communication in several languages, seven days a week, and the rental always stays in your name, so reviews and reputation remain yours. Would you like to know what this could mean for your property? Then you can request a personal proposal.
