Guest Communication Templates That Get 5-Star Reviews
The message you send a guest before they arrive shapes the entire experience before they even walk in the door. Get it right and you've set a positive frame. Get it wrong — or say nothing — and they arrive with zero context, higher anxiety, and lower expectations.
The message you send a guest before they arrive shapes the entire experience before they even walk in the door. Get it right and you've set a positive frame. Get it wrong — or say nothing — and they arrive with zero context, higher anxiety, and lower expectations.
We've refined these templates across hundreds of Austin stays. They're not salesy or over-effusive. They're useful, warm, and timed to exactly when guests need the information. Here's what we actually send — adapt them for your property.
Template 1: Booking Confirmation (Sent within 1 hour of booking)
I'll send you full check-in details (access code, parking, wifi) 24 hours before your arrival. In the meantime, feel free to message me with any questions. Looking forward to hosting you!
— [Host Name], StayFrames
Why this works: It's warm but brief. It sets the expectation that more details are coming (reducing "where do I park?!" messages), and it signals responsiveness without being overwhelming.
Template 2: Pre-Arrival Message (Sent 24 hours before check-in)
🔑 Check-in: After 5pm. Your door code is [CODE] — it works from 5pm today through 11am on [checkout date].
🚗 Parking: [Parking instructions — street/lot/driveway specifics]
📶 Wifi: Network: [NAME] / Password: [PASSWORD]
📍 Address: [Full address with Google Maps link]
A few things nearby worth knowing: [2–3 specific neighborhood recommendations — a coffee shop, a bar, a restaurant].
Message me anytime if anything comes up. Have an amazing stay!
The neighborhood recommendations are not filler — they're one of the most common things guests mention in 5-star reviews. "The host recommended [local spot] and it was incredible." Personalize these to your specific property location. In East Austin, mention Lazarus Brewing or Sawyer & Co. Near South Congress, note Uchi or Jo's Coffee.
Template 3: Day-2 Check-In (Sent morning of guest's second day)
This is the most underrated message in the sequence. Sending a day-2 check-in does two things: it catches any issues while there's still time to fix them (preventing those issues from becoming negative review fodder), and it invites the guest to share positive feedback early — which primes them to write a review. In our portfolio, properties with day-2 check-in messages see 22% more reviews than those without.
Template 4: Checkout Reminder (Sent morning of checkout, around 9am)
• Lock the door and leave the key/code alone (it deactivates automatically)
• Leave used towels in the bathroom floor — no need to make the bed
• Feel free to leave dishes in the sink; we've got it
• Check-out is easy — just leave and the door locks behind you
It was a pleasure hosting you. I'll send a review shortly, and would love it if you'd share your experience too. Safe travels! ✈️
The "feel free to leave dishes in the sink" line is intentional. It removes guest anxiety about checkout and makes the departure feel easy and friendly. Guests who feel good about checkout write better reviews.
Template 5: Review Request (Sent 2 hours after checkout)
If you have a moment, I'd really appreciate your feedback on the stay. Your review helps future guests know what to expect, and it means a lot to us. Thanks again for being such great guests!
Timing matters: The sweet spot for review requests is 1–3 hours post-checkout, when the experience is fresh and the guest hasn't yet re-engaged with their regular life. Waiting until the next day drops review rates by roughly 30% in our experience.
A Note on Personalization vs. Automation
All five of these messages can be automated through a PMS — and we do automate them across our Austin portfolio. But automation doesn't mean impersonal. The key is building personalization variables into your templates (guest first name, property nickname, neighborhood recommendations) so the automated message feels human.
What doesn't get automated: responses to actual guest messages. When someone asks a question or reports an issue, they get a real response from a real person within 15 minutes during waking hours. No chatbot. Automation handles the predictable touchpoints; humans handle the exceptions.