Guest communication before, during and after the stay
Good guest communication feels effortless from the outside. In practice it is a small set of well-timed messages, and fast, human answers in between.
After booking
A short thank-you that confirms the dates and says when the arrival details will arrive. If the stay is far away, nothing more is needed yet. Guests who booked months ahead do not want a stream of messages.
A few days before arrival
The complete practical message: address, directions, access, parking, check-in time, the contact number and a link to the house manual. Ask one useful question — their expected arrival time, or whether they are travelling with children or a pet if that changes how the home is prepared.
On arrival day
A brief reminder with the code and the contact, and, after they arrive, a short check that everything is fine. This is the moment to catch a small problem before it becomes a bad first night.
During the stay
Mostly silence, unless they write. When they do, answer quickly and plainly. If something cannot be fixed straight away, say when it will be, and keep that promise.
Before departure
A friendly reminder of the check-out time and the few things you ask of them — where to leave keys, what to do with rubbish. Keep the list short; a long check-out list feels like a chore after a holiday.
After check-out
A thank-you, and if you rely on reviews, a simple, polite request for one. If the cleaning team found something left behind, say so before the guest notices.
Tone
Write as a person, use the guest's name, keep sentences short, and answer the question asked before adding anything else. Templates save time, but read each message before sending it: nothing feels colder than a template that ignores what the guest just wrote.