Free STR resource
Airbnb guest message templates for every stage of a stay
Quick answer
A complete Airbnb messaging sequence needs five scheduled touchpoints — booking confirmation, pre-arrival, check-in instructions, a mid-stay check, and checkout plus review request — with separate templates ready for inquiries and complaints. The 18 templates below cover all of them. Personalize the first line, automate the rest, and answer inquiries within five minutes.
How do you use these templates?
Replace everything in square brackets, then read the message aloud once. If it sounds like a form letter, rewrite the opening sentence with a detail from the guest's own message. Save the finished versions as scheduled messages in Airbnb for the predictable stages, and keep the inquiry and complaint templates as drafts you adapt by hand.
Inquiry and booking request
Reply within 5 minutes — guests are messaging several listings at once
General inquiry
Hi [Name], thanks for reaching out! Yes, [dates] are available. The place sleeps [x], is [walking distance / a short drive] from [landmark], and check-in is self-serve with a keypad so you can arrive any time after 3pm. Happy to answer anything else — just hit book when you're ready and I'll get everything set up for you.
Inquiry with a question you can't say yes to
Hi [Name], thanks for asking. I'm not able to do [request] because [short honest reason], but here's what I can do: [alternative]. If that works, the dates are still open and I'd be glad to host you.
Booking request from a guest with no reviews
Hi [Name], happy to host you. Since this is your first stay, could you tell me a little about the trip and who's coming? Once I have that I'll approve the request right away.
Booking confirmation
Immediately after booking
Confirmation and expectations
Hi [Name], you're confirmed for [dates] — great to have you. I'll send full check-in details two days before you arrive, including the door code, parking, and wifi. In the meantime, if you're planning anything specific for the trip let me know and I'll point you at the good spots. Anything you need, message me here.
Special-occasion follow-up
Hi [Name], I noticed you mentioned [birthday / anniversary / work trip]. Let me know if there's anything I can set up before you arrive — I'm happy to leave [something small] out for you.
Pre-arrival
2-3 days before check-in
Pre-arrival check
Hi [Name], you're in on [date] — looking forward to it. Two quick things: roughly what time do you expect to arrive, and are you driving? That helps me have parking sorted. Full check-in instructions land in your inbox tomorrow.
Early check-in request
Hi [Name], I've checked the schedule — [I can offer early check-in from [time] at no charge / the place is booked the night before, so the earliest I can get you in is 3pm]. If you arrive before then you're welcome to drop bags at [option].
Check-in day
Morning of arrival
Check-in instructions
Hi [Name], everything's ready for you. Address: [address]. Door code: [code] — press [#] after. Parking: [details]. Wifi: [network] / [password]. Check-in is any time after 3pm. The house guide is on the kitchen counter with the essentials. Message me the moment anything isn't right and I'll fix it.
Arrival confirmation
Hi [Name], just checking you got in okay and the code worked. Anything you need in the first hour, I'm on the other end of this message.
Mid-stay
Morning after check-in, or midpoint on longer stays
Light-touch check-in
Hi [Name], hope the first night was comfortable. No need to reply if all's well — just wanted you to know I'm here if anything comes up. If you're after a good [coffee / dinner] spot, [recommendation] is a two-minute walk.
Long-stay midpoint
Hi [Name], you're halfway through the stay. Would you like a mid-stay clean or fresh towels? Happy to arrange either — just say the word.
Problems and complaints
Within minutes — speed is most of the recovery
Acknowledge and act
Hi [Name], I'm sorry — that shouldn't have happened. I'm on it now: [specific action] and I'll update you by [time]. Thanks for telling me rather than letting it sit.
Something can't be fixed during the stay
Hi [Name], I've looked into [issue] and I can't get it resolved before you leave. I'm sorry. What I can do is [compensation or alternative]. I'd rather sort this properly with you now than have it be the thing you remember.
Noise or house-rule reminder
Hi [Name], hope you're having a good stay. A quick note — the neighbours flagged noise after [time]. Quiet hours run from [time] to [time] in the building. Thanks for keeping it down, and let me know if you need anything.
Checkout and review
Evening before checkout, then within 24 hours of departure
Checkout reminder
Hi [Name], checkout is [time] tomorrow. Nothing complicated: strip nothing, load the dishwasher if it's easy, take rubbish to [location], and leave the code-lock to close behind you. Late checkout is [available until [time] / not possible tomorrow] — let me know.
Thank you and review request
Hi [Name], thanks for staying — you left the place in great shape and you're welcome back any time. If you have a spare minute, a review really helps other guests find us. I've left you one already.
Repeat-guest invitation
Hi [Name], great having you again. If you're back in [city], message me before you book and I'll hold the dates and take care of you directly.
What makes a guest message work?
- Answer the question asked before adding anything else. Guests skim.
- Put the practical detail — code, address, time — on its own line so it survives being read on a phone.
- Never argue in writing. Acknowledge, state the action, state the time you'll follow up.
- One personal detail beats three paragraphs of warmth.
- Send the review request while the stay is still fresh, within 24 hours of checkout.
Reply speed matters as much as wording — see our guide to Airbnb response rate and response time.
Airbnb messaging FAQs
Templates help. A team helps more.
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