Communication is the invisible thread that connects every great guest experience. As a short-term rental host, how you communicate — before, during, and after a stay — directly impacts your reviews, repeat bookings, and overall success.
In this guide, we'll explore the communication strategies used by top-rated Airbnb and VRBO hosts, with practical tips you can implement today.
The Three Phases of Guest Communication
1. Pre-Arrival Communication
Your communication journey begins the moment a guest books. This phase sets expectations and builds anticipation for their stay.
Right after booking:
- Send a warm thank-you message
- Confirm the reservation details
- Ask about their arrival time
- Offer to answer any questions
A week before arrival:
- Send check-in instructions
- Provide the property address and parking info
- Share local tips or weather updates
- Remind them of check-in time
Day before arrival:
- Confirm everything is ready
- Share your contact number for day-of questions
- Express excitement about hosting them
2. During-Stay Communication
During the stay, the goal is to be available without being intrusive. Guests want to know you're there if needed, but they also value their privacy.
- Check-in message: Send a quick message an hour after check-in time asking if everything is okay.
- Be responsive: Aim to respond to messages within 30 minutes during waking hours.
- Anticipate needs: If there's a storm coming, proactively message about what to do.
- Don't over-communicate: One check-in message is enough unless they reach out.
💡 Pro Tip: Use QR Codes for Self-Service Information
Instead of answering repetitive questions about WiFi passwords, house rules, or local restaurants, create a QR code that links to all this information. Guests can scan and find answers instantly, 24/7. Create your QR code here.
3. Post-Stay Communication
What you do after the stay can turn a one-time guest into a repeat customer and brand ambassador.
- Thanks message: Send a thank-you within a few hours of checkout
- Ask for feedback: Invite honest feedback before mentioning reviews
- Leave a review: Leave your guest review promptly — many guests reciprocate
- Future discount: Offer a discount code for direct bookings on their next stay
Communication Channels: Choosing the Right One
Different situations call for different communication methods:
- Platform messaging: Use for all booking-related communication (keeps a record)
- WhatsApp/SMS: Best for urgent, time-sensitive messages during the stay
- Phone calls: Reserve for emergencies or complex situations
- QR-linked pages: Ideal for static information like WiFi, rules, and tips
Templates That Work
Here are proven message templates you can adapt:
Welcome Message Template
"Hi [Guest Name]! 👋
Thank you for booking [Property Name]! I'm excited to host you from [dates].
I'll send detailed check-in instructions a few days before your arrival. In the meantime,
feel free to reach out if you have any questions!
Best,
[Your Name]"
Check-in Instructions Template
"Hi [Guest Name]! Your stay is almost here! 🏠
Here's everything you need for a smooth check-in:
📍 Address: [Full Address]
🔑 Access: [Instructions]
📶 WiFi: [Network] / Password: [Password]
📱 Once you arrive, scan the QR code in the entryway for all house information!
Safe travels!
[Your Name]"
Common Communication Mistakes to Avoid
- Over-automation: Personalizing at least the first and last messages matters
- Slow responses: Aim for under 1 hour during daytime
- Information overload: Break up information into digestible pieces
- Ignoring issues: Address complaints immediately and offer solutions
- Forgetting the review: Guests often won't review unless reminded gently
Reduce Repetitive Questions
Create a QR code that gives guests instant access to all property information.
Create Your QR Code →Conclusion
Great guest communication isn't about sending more messages — it's about sending the right messages at the right time. Be proactive, be responsive, and use technology like QR codes to make information accessible 24/7.
Master these communication practices, and you'll see it reflected in your reviews, your bookings, and your hosting success.