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In the competitive world of short-term rentals, every detail counts when it comes to standing out. Between managing reservations, maintaining properties, and ensuring guest satisfaction, Airbnb hosts juggle multiple responsibilities. This is where automated communication comes in, an often underestimated but incredibly effective tool. Far from dehumanizing the experience, well-designed automated communication can actually enhance guest satisfaction while freeing up valuable time for the host or concierge service. Let's explore how to turn this constraint into a real competitive advantage.
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Learn moreHow many hosts have experienced this situation: a traveler arriving at the door without having received the access codes, repetitive questions about how the air conditioning works, or a traveler who leaves without leaving a review because they weren't reminded at the right time?
These seemingly minor issues have a direct impact on your reputation and your income. Experienced hosts confirm that clear and proactive communication has a positive influence on travelers' final ratings.
Automating your Airbnb messages is not just about copying and pasting standard messages. It represents a strategic approach to traveler relations based on three fundamental pillars:
After analyzing thousands of exchanges between hosts and travelers, an optimal structure has emerged:
The most common mistake? Encyclopedia syndrome. Too many hosts and concierge services try to condense all the information into a single long message, creating an off-putting wall of text.
The golden rule: one message = one objective.
Opt for several short, targeted messages rather than a novel-length letter. This approach significantly improves the rate at which key information is read and remembered.
Template 1 - Immediate confirmation
Subject: Reservation confirmed. Welcome to [name of accommodation]!
Hello [first name],
Great news: your reservation is confirmed for [dates]!
You will automatically receive your welcome booklet 7 days before your stay, with all the practical information and our best local recommendations.
Have an urgent question? Reply directly to this message or call us at [number].
We look forward to welcoming you,
[host signature]
Template 2 - Preliminary information (7 days before)
Subject: 7 days before your arrival. Your welcome booklet has arrived!
Hello [first name],
Just one week to go before your stay! Here is your welcome booklet:
📍 Exact address: [full address with directions]
🚪 Self check-in from [time]
📱 Complete welcome booklet: [link]
We will contact you again 72 hours before your arrival with access information.Have a great trip!
[host signature]
Model 3 - Latest information (72 hours before)
Objet : Dernière ligne droite - Infos d'accès et contacts
Subject: Final stretch - Access information and contacts
Hello [first name],
Three days to go! Here is your access information:
🔐 Entry code: [code]
📶 WiFi: [SSID] / [password]
📞 Emergency contact: [number]
Expected arrival time: [time].
If you think you will arrive later than 10 p.m., please let us know so we can help you settle in.
See you soon!
[host signature]
Template 4 - D-Daymessage
Subject: It's D-Day - Enjoy your stay!
Hello [first name],
You can now access the accommodation! Quick reminder:
✅ Entrance: [brief instructions]
🆘 If you have any problems: [phone number]
💡 Our tip of the day: [local recommendation]
Enjoy your stay!
Template 5 - Welcome message (24 hours after arrival)
Hello [first name],
I hope you had a good first night!If you're looking for a great place to go tonight, I highly recommend [restaurant/activity] at [distance].
Please don't hesitate to ask if you need any advice on planning the rest of your stay.
Best regards,
[host signature]
Template 6 - Check-out preparation (24 hours in advance)
Subject: Preparing for your departure. Smooth check-out
Hello [first name],
It's already the last day! For a stress-free check-out tomorrow at [time]:
📝 Quick checklist:
- Keys to be left at [specific location]
- Trash to be taken out if indicated
- Any problems to be reported to us immediatelyHave a safe trip home and thank you for your stay!
[host signature]
Template 7 - Request for feedback (48 hours after departure)
Subject: A quick word about your stay?
Hello [first name],
Thank you for choosing our accommodation! If you enjoyed your stay, could you leave us a short review? It only takes 2 minutes: [direct link to reviews]
If something wasn't up to standard, please reply to me privately so we can improve. We look forward to seeing you again!
[host signature]
Template 8 - Managing delays
Don't panic if you're running late! Check-in is still possible until [deadline]. After that, please contact me at [number] to arrange a solution.
Template 9 - Technical problem
Thank you for reporting the [nature] problem. Our technical partner will intervene within [timeframe]. Here is our emergency number: [contact].
Template 10 - Extension offer
Your stay ends tomorrow... Would you like to extend it? We can offer you [number] additional nights with a [discount]% discount!
Template 11 - Reminder of house rules
A friendly reminder of our house rules, particularly regarding [specific point]. Thank you for your understanding and cooperation!
Template 12 - Noise management (neighborhood)
A friendly reminder about quiet hours (10 p.m. to 8 a.m.) to preserve the peace and quiet of the neighborhood. Thank you for your attention!
Template 13 - Last-minute cancellation
We have taken note of your cancellation. According to our terms and conditions, here are the refund details: [details]. Don't hesitate to make a future reservation!
Template 14 - Additional services
To make your stay even more comfortable: daily cleaning ([price]), airport transfer ([price]), or essential shopping ([price]). Interested?
Template 15 - Loyalty invitation
Did you enjoy your stay? Get [percentage]% off your next reservation with the code LOYAL[year]!
Automation should never be synonymous with robotization. Here are some techniques used by experienced hosts:
Be careful not to send too many messages! A traveler who is bombarded with messages will quickly become a dissatisfied traveler. Follow Airbnb's rules and take a measured approach: provide information without overwhelming them.
Regularly test different versions of your most important messages, but only if you have a sufficient volume of reservations (at least 20 to 30 reservations per month for meaningful results). Examples of simple tests:
For small hosts or concierge services, focus on direct observation: note which messages generate the most questions or positive feedback, and adjust gradually.
Airbnb message automation is much more than just a productivity tool. It's a real lever for professionalization that allows you to maintain consistent service quality while freeing up time for what really matters: creating unforgettable experiences for your guests.
The 15 templates presented in this article provide a solid foundation, but always remember that the most effective automation is the kind that adapts to your style, your property, and your clientele. Test, adjust, refine: your automated communication system will evolve along with your expertise as a host.
Because ultimately, technology never replaces people. It enhances them. And that's exactly what you're looking for: more time to be present when it matters, more efficiency to impress your guests, and more peace of mind to grow your business.
Excellence in hospitality begins with excellence in communication. It's up to you!
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