Automating Your Guest Messaging with Templates: Save Time, Boost Reviews, and Stay Consistent

In the competitive world of short-term rentals (STRs), guest communication is everything. A timely message welcoming guests, quick check-in instructions, or a prompt response to a late-night question can be the difference between a gleaming 5-star review and an average stay. But as your STR business grows—whether you're managing one property or a portfolio—manually messaging each guest quickly becomes overwhelming.

That’s where automated guest messaging comes in. By creating and using pre-written message templates, you can streamline your communication, reduce human error, and deliver a consistently polished guest experience. Automation doesn’t mean losing the personal touch – it means freeing up your time while ensuring every guest gets the right message at the right time.

In this blog post, we’ll explore why message automation is crucial for STR hosts, how to create high-quality templates, and which tools can help you automate your guest communication with ease.

Why Automate Guest Messaging?

1. Save Time and Reduce Errors

Manually typing or copying messages can result in missed messages, typos, or the omission of important details. Automation ensures nothing falls through the cracks, especially during back-to-back bookings or when managing multiple listings.

2. Enhance the Guest Experience

Fast, informative, and friendly communication increases trust and satisfaction. With well-timed automated messages, your guests feel supported without having to reach out first.

3. Improve Response Rate and Reviews

Platforms like Airbnb factor in your response time when ranking your listing. Using automated messaging templates can help you reply instantly and professionally, leading to better visibility and higher ratings.

Automating your messages will lead to quicker responses and, in turn, better ratings.

Core Message Templates Every STR Host Needs

Creating reusable templates doesn’t just save time; it helps maintain a professional tone and consistent brand voice. Here are the essential STR message templates:

📨 1. Booking Confirmation

When to send: immediately after booking.

Includes: gratitude, a warm welcome, and a heads-up on what to expect next.

Example: “Thanks for booking with us, [Guest Name]! We’re thrilled to host you at [Property Name]. In the coming days, we’ll send all the check-in details to ensure your stay is seamless.”

🗝️ 2. Check-In Instructions

When to send: 24–48 hours before arrival.

Includes: access codes, parking info, WiFi, and property tips.

Make it visual! Include photos or links to a digital guidebook like Touch Stay.

🛌 3. Mid-Stay Check-In

When to send: 1–2 days after check-in.

Includes: polite inquiry about the stay and a reminder you're available if anything is needed.

This shows attentiveness without being intrusive.

🧼 4. Pre-Checkout Reminder

When to send: the night before checkout.

Includes: checkout time, instructions, and a thank you.

Example: “Just a reminder that checkout is at 11:00 AM tomorrow. Please leave used towels in the tub and lock the front door. Thanks for staying with us!”

🌟 5. Review Request

When to send: the day after checkout.

Includes: a thank-you message and encouragement to leave a review.

Tools like Hospitable can automate this process based on departure times.

Personalizing Automated Templates

Automation doesn’t mean robotic. Most STR messaging platforms allow dynamic fields (also known as tokens) that pull in guest-specific details like:

• the guest’s name,

• check-in and checkout dates,

• the property name or nickname, and

• local recommendations.

Use variables to make messages feel personalized without manual editing. 

Example: “Hi {{guest_first_name}}, we hope you’re settling in well at {{property_name}}!”

Avoid overly generic language, and sprinkle in branded or local flair to reflect your property’s personality.

Tools to Automate Guest Messaging

There are several platforms designed specifically for STR automation and communication.

Here are the most trusted tools:

🧰 Hospitable (formerly Smartbnb)

• Automatically sends messages based on booking status,

• Customizes content using variables, and

• Syncs across Airbnb, Vrbo, and Booking.com.

🧰 OwnerRez

• Great for hosts with multiple channels and advanced needs, and

• Includes CRM, templates, and messaging triggers.

🧰 Guesty for Hosts

• Offers a mobile-friendly platform, and

• Combines messaging, calendar, and channel management.

🧰 Tokeet

• Includes customizable workflows, and

• Supports message rules and attachments.

These platforms offer easy setup and powerful automation workflows that match your hosting style.

Bonus Tip: Add a Digital Guidebook

Enhance your messaging with a digital guest guidebook that can be linked in your pre-arrival or check-in messages. These resources can include:

• house rules,

• local recommendations,

• emergency contacts, and

• appliance instructions.

Recommended tools:

• Touch Stay, and

• Hostfully.

  
  

Adding a link to a guidebook reduces repetitive guest questions and provides 24/7 support without you having to lift a finger.

Set It, Forget It, and Delight Every Guest

Reduce stress, save time, and create a seamless guest experience with automated messaging.

Automating your guest messaging with templates isn’t just a time-saver – it’s a strategic advantage in the STR industry. By delivering timely, accurate, and friendly messages at every stage of the guest journey, you create a smooth experience that guests remember and review positively.

With the right tools, a handful of solid message templates, and a little personality, you’ll improve efficiency, reduce stress, and build a scalable, review-worthy rental business.

Start automating now and let every message work for you—even when you're off the clock.