Guest Communication Templates That Generate 5-Star Reviews

Why Communication Matters More Than You Think

The difference between a 4-star and 5-star review often comes down to communication. Guests want to feel welcomed, informed, and cared for—even if they never actually need your help.

Great communication:

• Sets expectations before arrival
• Prevents problems before they happen
• Makes guests feel valued
• Encourages positive reviews

The 7 Essential Messages

1. Booking Confirmation (Send immediately)

Subject: Welcome! Your [Property Name] Reservation is Confirmed

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Hi [Guest Name]!

Thank you for booking [Property Name]! We're excited to host you.

Your Stay Details:

• Check-in: [Date] at [Time]
• Check-out: [Date] at [Time]
• Guests: [Number]

What's Next: I'll send detailed check-in instructions 2 days before your arrival. In the meantime, feel free to reach out if you have any questions!

Looking forward to hosting you, [Your Name]

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2. Pre-Arrival Message (2 days before)

Subject: Check-In Instructions for [Property Name]

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Hi [Guest Name]!

Your stay is almost here! Here's everything you need for a smooth arrival:

Address: [Full Address]

Check-In Instructions: 1. Your unique door code is: [CODE] 2. [Parking instructions] 3. [Any special entry notes]

WiFi:

• Network: [Network Name]
• Password: [Password]

House Manual: [Link to digital guidebook]

Emergency Contact: [Your phone number]

Safe travels! [Your Name]

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3. Check-In Day Message (Morning of arrival)

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Hi [Guest Name]!

Just a quick note to say we're ready for you! The property has been cleaned and prepared.

Reminder: Check-in is at [Time]. If you're arriving earlier or later, just let me know!

Text me when you arrive, and I'll make sure everything is perfect.

[Your Name]

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4. Post-Arrival Check-In (Evening of first night)

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Hi [Guest Name]!

I hope you're settling in nicely! Just wanted to check that everything is working well and you found everything you need.

If there's anything I can help with, don't hesitate to reach out.

Enjoy your stay! [Your Name]

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5. Mid-Stay Check-In (For stays 4+ nights)

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Hi [Guest Name]!

Hope you're having a wonderful time! Just checking in to see if you need anything.

Local Tip: [Insert relevant local recommendation based on season/weather]

Let me know if I can help with anything! [Your Name]

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6. Check-Out Reminder (Day before departure)

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Hi [Guest Name]!

I hope you've had an amazing stay! Just a friendly reminder that check-out is tomorrow at [Time].

Before You Go:

• [Simple checkout tasks - e.g., start dishwasher, take out trash]
• Leave the keys [location] (if applicable)
• No need to strip beds or clean—we've got it covered!

Safe travels, and thank you for staying with us! [Your Name]

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7. Review Request (1-2 days after checkout)

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Hi [Guest Name]!

Thank you so much for staying at [Property Name]! It was a pleasure hosting you.

If you have a moment, I'd really appreciate a review of your stay. Your feedback helps other travelers and helps us continue improving.

[Link to review]

We'd love to host you again! Here's a [X%] discount code for your next stay: [CODE]

All the best, [Your Name]

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Pro Tips for Better Communication

Timing Matters

• Respond to inquiries within 1 hour
• Send check-in instructions at a reasonable hour
• Don't message late at night unless urgent

Personalization Wins

• Use guest names
• Reference their trip purpose if mentioned
• Add local recommendations based on interests

Automate Wisely

• Use scheduled messages for routine communications
• Always review automated messages before they send
• Be ready to jump in personally when needed

What NOT to Do

1. Don't over-communicate - 7 messages is plenty 2. Don't be pushy about reviews - One ask is enough 3. Don't ignore messages - Slow responses = bad reviews 4. Don't be robotic - Add personality to templates 5. Don't forget to follow up - Check that guests received instructions