Airbnb is more than just a platform for short-term rentals—it's a hospitality business. And in hospitality, how you communicate with your guests can make or break their experience. From the moment they inquire to the time they check out (and even after), your ability to communicate clearly, promptly, and professionally sets the tone for their stay—and influences whether you earn that coveted 5-star review. In this blog, we’ll walk you through every stage of the guest journey, showing you how to handle communication like a seasoned pro. We’ll also share practical tips and ready-to-use message ideas to help you impress guests and save time. If you’d rather let a professional handle it for you, HOSTassis offers full-service guest communication support, tailored to your hosting style.

Why Guest Communication Matters So Much Most guest complaints, bad reviews, and awkward situations can be traced back to poor communication—not necessarily bad amenities or low-quality spaces. Think about it: A minor issue like a missing remote can turn into a 3-star review if the guest feels ignored.

A delayed response can lead to a frustrated traveler arriving with no check-in info.

A thoughtful message at the right time can turn a stressed guest into a lifelong fan.

Clear, timely, and proactive messaging keeps guests informed, reassured, and feeling cared for—exactly what great hospitality is all about.

The 5 Phases of Guest Communication Let’s break down the guest journey from start to finish, along with communication tips at each phase.

Pre-Booking (Inquiry Stage) Your goal: Be responsive, informative, and warm. This is your guest’s first interaction with you. Whether they’re asking about check-in times or pet policies, how quickly and politely you reply can influence whether they book with you or not. Tips: Respond within an hour—Airbnb tracks response time.

Answer all questions clearly.

Reassure them by expressing enthusiasm.

Example Message: Hi [Guest First Name], Thanks for your message! Yes, we do allow late check-in, and we’d be happy to host you. Let me know if you have any other questions. Looking forward to possibly welcoming you! Best, [Your Name or Team]

Post-Booking Confirmation Your goal: Reaffirm the booking and set expectations. After a booking is confirmed, the guest wants to know what’s next. This is your chance to establish trust and professionalism. Tips: Include check-in date/time, what to expect next, and contact availability.

Keep your tone warm and organized.

Example Message: Hi [Guest First Name], Thanks for booking with us! You’re all set for your stay from [Check-in Date] to [Checkout Date]. We’ll send detailed check-in instructions a couple of days before your arrival. Let us know if you have any questions before then—we’re here to help! Best regards, [Your Name or Team]

Pre-Arrival (1–3 Days Before Check-in) Your goal: Provide detailed check-in info and make the guest feel welcome. This is arguably the most important message in the entire journey. A well-prepared pre-arrival message reduces last-minute questions, confusion, and stress. Tips: Be detailed: address, check-in time, parking, Wi-Fi, entry instructions.

Add personal touches or local tips.

Example Message: Hi [Guest First Name], Your stay is just around the corner! Here are your check-in details: 🏡 Address: [Full Address] 🔑 Lockbox Code: [Code] 🚗 Parking: [Parking Instructions] 📶 Wi-Fi: [Network] / [Password] If you need recommendations for nearby restaurants or attractions, feel free to ask! Safe travels, [Your Name or Team]

During the Stay Your goal: Be available, proactive, and helpful without being intrusive. A message shortly after check-in helps guests settle in—and gives you a chance to fix any problems early. Mid-Stay Tip: For longer bookings (3+ days), send a message halfway through to check in and offer help. Example Welcome Message: Hi [Guest First Name], We hope you’ve arrived safely and found everything in order. Let us know if you have any questions or need anything—we’re here for you! Have a fantastic stay, [Your Name or Team] Example Mid-Stay Message: Hi [Guest First Name], Just checking in to make sure everything’s going well with your stay. If you need anything—extra towels, recommendations, or support—just let us know! Cheers, [Your Name or Team]
Checkout and Post-Stay Your goal: Make checkout smooth, show appreciation, and encourage a review. Guests often forget check-out instructions, so a reminder is helpful and appreciated. A thank-you message afterward leaves a final positive impression. Example Checkout Message: Good morning [Guest First Name], Just a friendly reminder that checkout is by [Checkout Time] tomorrow. Before you go: ✅ Leave keys in the lockbox ✅ Take trash out to the bin near the gate ✅ Double-check for personal belongings We hope you’ve had a great time! [Your Name or Team] Example Thank-You Message: Thank you again for staying with us, [Guest First Name]! We hope you had a comfortable and enjoyable stay. If you have a moment to leave a review, we’d really appreciate it—it helps future guests and supports our small hosting business. We’d love to host you again anytime! Warm wishes, [Your Name or Team]

Pro Tips for Better Guest Communication Stay polite and calm—even when guests are upset. Hospitality means staying cool under pressure.

Use emojis sparingly. They can add warmth but overuse may feel unprofessional.

Be proactive, not reactive. Anticipate questions before they’re asked.

Use tools to streamline your process. Airbnb’s smart messages or third-party platforms like Hospitable, IGMS, or Hostaway can automate much of this.

Consider hiring a virtual co-host. If managing guest messages 24/7 feels overwhelming, that’s exactly what HOSTassis is here for.

Final Thoughts Great communication is the backbone of great hospitality. It turns a good stay into a memorable one—and helps protect your listing from bad reviews, miscommunication, and last-minute surprises. From the first message to the final goodbye, every touchpoint with your guest is a chance to earn trust, deliver value, and build a strong hosting reputation. Want to delegate your guest messaging without sacrificing quality? Contact HOSTassis today to see how our professional guest communication support can transform your hosting experience.

From Booking to Checkout: How to Handle Guest Communication Like a Pro