Across a full stay, almost everything you send a guest falls into seven messages. Write them once, automate the timing, and you get consistent, on-time communication that lifts your response rate and your reviews — without you drafting the same note for the hundredth time. Below is each message, when to send it, and a template you can adapt today.
Scheduled messages vs. AI answers
Automation has two halves. Scheduled messages go out at fixed moments (booking, day-before, checkout). AI answers handle the unpredictable questions in between ('is early check-in possible?', 'how does the AC work?'). You want both — scheduled notes for the timeline, an AI concierge for everything guests actually ask.
1. Booking confirmation — send immediately
Speed here is a trust signal and a ranking factor. Confirm within minutes and set expectations for what's coming.
Hi [Name] — thrilled to host you at [Property]! You're all set for [dates]. I'll send full check-in details the day before you arrive, including the door code, parking, and Wi-Fi. In the meantime, anything you'd like me to know? — [Host]
2. Pre-arrival details — send the day before
This one message prevents most early-stay problems. Include everything a guest needs to arrive with zero anxiety.
Hi [Name] — you arrive tomorrow! Address: [full address]. Check-in from [time]. Door code: [code]. Parking: [exact spot]. Wi-Fi: [network] / [password]. Full guide + anything you need, 24/7: [concierge link]. Safe travels! — [Host]
Drop your concierge link here
The pre-arrival message is the single best place to share your AI concierge link and QR. From that moment on, guests self-serve the Wi-Fi, parking, and appliance questions instead of texting you.
3. Check-in day / arrival — send at check-in time
You should be able to get right in now — code [code] on the [door]. Lights and thermostat are ready. Everything about the place (and my favorite spots nearby) is here: [concierge link]. Settle in and let me know if anything's off. — [Host]
4. Mid-stay check-in — send the morning after arrival
One unobtrusive note surfaces problems while you can still fix them — before they become a review.
Morning, [Name] — settling in okay? Anything you need or any questions about the place or the area? Happy to help. — [Host]
5. Checkout reminder — send the evening before checkout
Keep the ask short and reasonable. A page of chores breeds resentment.
Hi [Name] — checkout is [time] tomorrow. Just: start the dishwasher, toss trash in [bin], leave used towels in the tub, and lock up. That's it! It's been a pleasure hosting you. — [Host]
6. Thank-you + review request — send a few hours after checkout
A brief, friendly nudge measurably increases your review rate. Then review them promptly to encourage reciprocity.
Thanks for staying, [Name] — you left the place in great shape and were a pleasure to host. If you enjoyed it, a quick review means the world to a small host like me. Hope to welcome you back! — [Host]
7. Win-back — send to past guests seasonally
Hi [Name] — [season] is a beautiful time in [area] and I'd love to host you again. Repeat guests get [perk]; just message me for dates. — [Host]
Where automation breaks — and AI picks up
Scheduled messages handle the timeline perfectly. What they can't do is answer the question a specific guest asks at an unpredictable moment: 'Can we check in two hours early?', 'Which beach has parking?', 'How do I work the espresso machine?' These are the messages that actually interrupt your day.
- Repetitive, factual questions (Wi-Fi, parking, appliances) → an AI concierge answers instantly, in any language.
- Contextual requests (early check-in, extra night) → the AI can surface the info and flag it for you to approve.
- Local recommendations → the concierge serves your curated picks on demand.
The two-layer setup
Automate the seven scheduled messages in your PMS or channel manager, and put an AI concierge behind a QR code for everything else. Together they cover the entire stay — and you stop being the bottleneck.
Let an AI concierge answer the questions your templates can't predict.
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