Top 5 Mistakes Hosts Make with Guest Messaging (And How to Fix Them)
Guest communication is one of the most critical aspects of being a successful Airbnb host. It influences not only your reviews but also your response rate, rebooking potential, and the overall guest experience. Yet even the most well-meaning hosts make small communication errors that can lead to frustration, confusion—or worse, negative reviews. In this post, we’ll highlight the top 5 guest messaging mistakes Airbnb hosts make and how to fix them right away. Whether you're a hands-on host or relying on automation, avoiding these pitfalls will instantly improve your professionalism and guest satisfaction. Need help optimizing or managing your guest messaging completely? HOSTassis provides tailored communication support to make your Airbnb experience seamless and stress-free.
Mistake #1: Delayed or Inconsistent Replies ❌ The Problem: Guests often feel anxious if they don’t receive quick responses, especially before check-in or when something goes wrong during the stay. Slow or inconsistent communication makes them feel ignored or unsupported. 💡 The Fix: Reply within an hour whenever possible. Airbnb's algorithm favors responsive hosts.
Use automated quick replies to acknowledge inquiries instantly—even if you're unavailable to provide a full answer right away.
Set expectations: if you can't resolve something immediately, let guests know you're working on it.
Example: “Hi [Guest Name], thanks for your message! I’ll check on this and get back to you shortly.” Pro Tip: If you manage multiple listings or work full-time, consider using a virtual co-host to handle your communication 24/7. HOSTassis offers just that.
Mistake #2: Over-Automating Without Personalization ❌ The Problem: Automated messages are efficient, but if they sound robotic or irrelevant, guests will feel like they’re dealing with a system, not a human. This reduces trust and can make even a small issue feel impersonal. 💡 The Fix: Always personalize automated templates. Use guest names and mention specific stay details (like check-in day or length of stay).
Use dynamic fields (available in Airbnb Smart Messaging or tools like Hospitable) to keep messages relevant and warm.
Don’t overuse emojis or generic phrases like “Dear Guest.”
Better Example: “Hi Sarah, just a quick reminder that checkout is tomorrow by 11 AM. We hope you’ve had a relaxing time and would love to host you again!” Not-so-great Example: “Dear Guest, checkout is at 11 AM. Thank you for your stay.”
Mistake #3: Sending Information Too Late (or Too Early) ❌ The Problem: Some hosts send important details—like check-in instructions or Wi-Fi passwords—at the wrong time. Too early, and the guest may forget. Too late, and they may already be confused at the door. 💡 The Fix: Follow a well-timed message sequence: Immediately after booking: Send a warm confirmation with next steps.
2–3 days before check-in: Send detailed instructions (entry codes, address, parking, etc.).
1 day after arrival: Send a friendly “How’s everything going?” message.
Evening before checkout: Remind them of the checkout time and steps.
Pro Tip: Pre-schedule messages using tools like Airbnb Smart Messaging, IGMS, or Guesty to make sure they go out at the perfect time.
Mistake #4: Missing or Vague Instructions ❌ The Problem: Guests should never have to guess how to find the unit, access the key, or use the heating. Lack of clear instructions leads to frustration—and emergency messages at midnight. 💡 The Fix: Send step-by-step check-in instructions with photos if needed (e.g., “the lockbox is behind the third planter on the left”).
Include essentials like:
Address
Entry method (smart lock/lockbox)
Wi-Fi details
Parking info
House rules
Anticipate questions before they come up.
Example: “You’ll find the lockbox to the left of the main entrance gate. Use code 1984# to open it and grab the key. The front door is then on the second floor, apartment 2B.” Don’t assume guests will read the listing in detail—many don’t.
Mistake #5: Not Following Up After Checkout ❌ The Problem: Some hosts stop communicating the moment a guest checks out. This is a missed opportunity to say thanks, collect feedback, and encourage a 5-star review. 💡 The Fix: Send a thank-you message within a few hours after checkout. Keep it short, polite, and review-friendly. Example: “Thanks so much for staying with us, Alex! We hope you had a great time in Lisbon. If you enjoyed your stay, we’d be grateful if you left a review—it helps future guests and supports our small business.” Also, consider a follow-up review reminder a few days later if no review has been submitted. Bonus Tip: If you had a great guest, leave your review first—Airbnb often notifies the guest, increasing the chance they’ll reciprocate.
Bonus: The Right Way to Handle Guest Complaints A special note here: one of the worst communication errors is getting defensive or passive-aggressive when a guest complains. Instead, follow this formula: Acknowledge the issue.
Apologize sincerely—even if it’s not your fault.
Offer a solution or next step.
Thank them for bringing it up.
Example: “I’m so sorry the hot water wasn’t working when you arrived. That’s definitely not the experience we want for our guests. I’ve contacted our plumber, and we’re working to get it fixed ASAP. Thank you so much for your patience—we really appreciate it.”
Final Thoughts No matter how beautiful your property is, poor messaging can sink your guest experience. The good news? Great communication isn’t complicated—it just requires consistency, clarity, and care. By avoiding these 5 common mistakes and using the tips above, you’ll instantly set yourself apart as a responsive, professional, and thoughtful host. And if you want to hand it off entirely, HOSTassis can handle all your guest messaging—automated and live—so you can focus on growing your Airbnb business while we make sure your guests are supported every step of the way.