30 guest message templates for hosts: from the first inquiry to the review request

Below are 30 guest messages you can copy today, from the first inquiry to the public reply to a bad review. Each sits in a code box with the variable parts in {curly braces}. Two numbers before you start: an Airbnb message holds at most 4,000 characters, and Booking.com lets you schedule a template at six moments, from the booking itself to the day before departure.

First the platform rules a template must not break and the places to store the templates so they send themselves. Then the messages, grouped by moment: inquiry, confirmation, pre-arrival, the stay, checkout and review, difficult situations. At the end, how the same templates behave inside an AI agent.

What Airbnb and Booking.com forbid in messages

Before a booking you do not ask for contact details outside the platform, and after a booking you do not pull the guest out of the thread to skip the commission. Those two rules are broken by most of the „clever” templates passed around in host groups.

Airbnb spells it out in the Off-Platform and Fee Transparency Policy. Asking guests for contact information prior to booking is prohibited; requesting or receiving payments outside Airbnb is prohibited; so is asking guests to move current, future or repeat bookings off Airbnb, and asking guests to review a stay on a non-Airbnb website. After accepting a booking you may ask the guest to confirm that the contact information provided by Airbnb is a good way to reach them, and you may use another channel if the guest requests it.

Booking.com says: only use Booking.com platforms, the Extranet and the Pulse app, to communicate with guests. Both sides see e-mail aliases ending in @guest.booking.com or @partner.booking.com. Links in messages get through only if you added them first under the messaging security settings; any other link is removed and the guest sees „[Link was removed]”. If Booking detects suspicious activity on your account, it disables links in your messages altogether.

Where to store the templates so they send themselves

On Airbnb the templates live in Quick replies, on Booking.com in Message templates; both platforms have a scheduler.

Airbnb. Messages, the settings icon, Quick replies, Create. In the text you insert details that Airbnb fills from the reservation and the listing: the guest's first name, check-in date and time, checkout date and time, house rules. A scheduled quick reply fires around one of three events, new reservation, check-in or checkout, with an offset you set, in the listing's time zone. Before it goes out you can skip it, edit it or send it early. For last-minute bookings the pre-arrival messages are skipped by default unless you switch on „Send for last minute bookings and short stays”. Airbnb also suggests one of your existing quick replies when it recognises a common question, visible only to you. Your messages are auto-translated into the guest's language when they open them.

Booking.com. Extranet, Property tab, Messaging Preferences, Message templates, Create new template. Placeholders cover the guest's name, check-in time and property name. You can add language versions of the same template under the same name; Booking matches the guest's language preference and falls back to the default, and recommends English as the default. Under Template scheduler you pick the moment: when the guest books, one week before, three days before, one day before, on arrival day, one day before departure. Automatic replies are separate: when a guest's request falls within your policy, Booking sends an acceptance on its own; when it falls outside, you pair the reply with a template. Booking says over 30 percent of all partner responses are already automatic replies, and around half of manual responses are sent from templates.

Templates 1 to 3: the inquiry before booking

You reply within 24 hours, because Airbnb's response rate counts new inquiries and requests answered within 24 hours over the past 30 days, and you give no phone number or e-mail. The inquiry is the only moment when the guest is comparing you with three other listings, so the answer carries the price, the times and one sentence on what to do next.

1. Dates available

Hi {first name},
Thanks for your message. {Listing name} is available from {check-in date} to {check-out date}. The total for {number of nights} nights for {number of guests} guests is {amount}, cleaning included, paid through {Airbnb / Booking.com}.
Self check-in with a door code from {time}, check-out by {time}. Parking: {parking details}.
If the dates work, just tap "Book" and I will send directions right after the confirmation.
Best regards, {your name}

2. Dates taken

Hi {first name},
Unfortunately {check-in date} to {check-out date} is already booked. I do have {alternative dates 1} and {alternative dates 2} free. If either works, I am happy to help with the booking.
Best regards, {your name}

3. A question about an exception, for example a pet

Hi {first name},
Thanks for asking. {A dog up to 15 kg / one small pet} is welcome for a fee of {amount} per stay, off the beds and the sofa. Please add the pet to the reservation so everything is on record.
If anything else is unclear, I am happy to answer here in the thread.
Best regards, {your name}

Templates 4 and 5: booking confirmation

The message after booking has one job: to tell the guest what they will receive and when, so nobody asks for the door code three weeks early. On Booking.com it is the „when a guest makes a booking” template, on Airbnb a scheduled reply on the „new reservation” trigger.

4. Welcome after booking

Hi {first name},
Thank you for booking {listing name} from {check-in date} to {check-out date}.
What happens next:
1. A week before arrival you will get directions and parking details.
2. On arrival day, around {time}, you will get the door code.
3. Check-in from {time}, check-out by {time}.
Address: {address}. Questions go here in the thread; we usually reply within minutes.
Best regards, {your name}

5. Arrival time and number of guests

Hi {first name},
To have the place ready on time, two quick questions:
1. What time do you expect to arrive? Check-in is possible from {time}.
2. How many people will be staying? The reservation says {number of guests}.
If you would like us to be able to call you on arrival day, you can leave a phone number here in the thread. It is optional; everything works by message too.
Best regards, {your name}

Templates 6 to 9: before arrival, directions and the door code

You send the door code on arrival day, not a week early, and the directions a week early, not on arrival day. Guests read messages when they need them: directions on the train, the code at the door.

6. One week before: directions and parking

Hi {first name},
See you in {town} in a week. A few practical things:
Getting here: {address}. By car: {details, e.g. entrance from X Street, the gate opens with the remote in the key box}. By train: {number} minutes on foot from {station} or bus {number}.
Parking: {free in the courtyard / paid zone, {amount} per hour, free after 8 pm and at weekends}.
Check-in from {time}. We will send the door code on the morning of your arrival.
Best regards, {your name}

7. Day before: reminder

Hi {first name},
A reminder: check-in tomorrow from {time}. Address: {address}, {floor / flat number}.
Keys: {key box by the door / keypad lock / handover in person}. We will send the code tomorrow around {time}.
If you expect to arrive after {evening time}, please let us know so we are near the phone.
Best regards, {your name}

8. Arrival day: door code

Hi {first name},
The apartment is ready for you.
Address: {address}, {floor}. Intercom: {number}.
Door code: {code}. Enter the code and press {key symbol / #}. It works from {time} today until {time} on your check-out day.
Wi-Fi: network {name}, password {password}.
The heating and washing machine instructions are on the table. If anything does not work at the door, message us here; we are on the phone until {time}.
Enjoy your stay, {your name}

9. Late arrival

Hi {first name},
Thanks for letting us know you will arrive after {time}. Self check-in works around the clock and code {code} is active. The stairwell has a motion sensor, the light comes on by itself.
We only ask for quiet in the stairwell after 10 pm; the neighbours live here permanently.
If anything fails, message here; I have the phone with me until {time}.
Best regards, {your name}

Templates 10 to 16: during the stay

During the stay the host who answers in a minute with a concrete instruction wins, not the one who apologises best. Wi-Fi, heating and the washing machine come up in every property; their answers should have numbered steps.

10. After the first night

Hi {first name},
We hope the first night was restful. Is everything working and is anything missing? If all is fine, no need to reply. If something is off, one line here and we will deal with it today.
Best regards, {your name}

11. Wi-Fi not working

Hi {first name},
Sorry about the internet trouble. Three steps that usually fix it:
1. Network: {name}, password: {password}; it is case-sensitive.
2. The router is {where}. Please unplug the power for 30 seconds and plug it back in; the network returns after 2 minutes.
3. If it still fails, tell us what colour the "Internet" light on the router shows and we will report a fault to {provider}.
Best regards, {your name}

12. Heating or air conditioning

Hi {first name},
The heating control is {where}. You set the temperature {with the dial on the radiator from 1 to 5, 3 recommended / on the panel with plus and minus}. After a change the flat warms up in about {number} minutes.
Please keep the radiators uncovered and the windows closed while the heating is on. If it is still cold after an hour, message us and we will come and check.
Best regards, {your name}

13. A fault with a repair time

Hi {first name},
Thanks for reporting {the issue, e.g. no hot water}, and sorry. The engineer is booked for {day} between {time} and {time}; they have their own code and will ring the intercom before entering.
Until then {what you offer, e.g. a kettle and an immersion heater in the cupboard}. We will message once it is fixed. If this has upset your plans, tell us and we will propose a compensation.
Best regards, {your name}

14. Quiet hours reminder

Hi {first name},
A quick reminder: quiet hours in the building run from 10 pm to 6 am, and the neighbours live here year-round. We had a noise complaint tonight around {time}. Please turn the music down and keep balcony conversations quiet after 10 pm.
This is a first and, we hope, only note. Thank you for understanding.
{your name}

15. An extra guest beyond the booking

Hi {first name},
The reservation is for {number of guests} and our housekeeper tells us {number} people are staying. The flat is set up for a maximum of {maximum}.
An extra person can be added to the booking; the fee is {amount} per night and we will bring extra bedding. Please update the guest count in the app by {time} today, as insurance and the local tax depend on it.
Best regards, {your name}

16. Late checkout or extra night offer

Hi {first name},
Checkout tomorrow is by {time}. If you could use more time: nobody arrives that day, so we can offer checkout by {later time} for {amount} or an extra night for {amount}. Just reply "yes" with the option; we will settle the difference through {the platform / a booking change}.
Without a reply the standard time of {time} stands.
Best regards, {your name}

Templates 17 to 20: checkout and the review request

You ask for a review once, the day after departure, and you adapt the message to the platform. On Airbnb both sides have 14 days from checkout, reviews go live when both have written or when the deadline passes, and Airbnb makes no exceptions. On Booking.com the platform sends the invitation itself, about 48 hours after check-out, by e-mail, with three months to complete it; your message only reminds the guest and catches a problem before it becomes a score.

17. Day before departure: checkout instructions

Hi {first name},
Checkout tomorrow is by {time}. Before you leave, please:
1. Load the dishwasher and start it.
2. Take the rubbish to the bins {where}.
3. Close the windows and switch off the heating or air conditioning.
4. Pull the door shut; the code stops working at {time}.
Towels and bedding stay where they are. A one-word "left" message helps the cleaning team a lot.
Thank you for staying with us, {your name}

18. Thank you after departure

Hi {first name},
Thank you for staying at {listing name}. We hope {town} left good memories. If there is anything we could have done better, please tell us here; we would rather hear it from you than read it in a review.
See you next time, {your name}

19. Review request, Airbnb

Hi {first name},
Thank you again for staying with us. Airbnb gives both of us 14 days from check-out to write a review, then the window closes. If you have a minute, a few honest lines make a real difference to a small place like ours. We have already written ours.
Best regards, {your name}

20. Review request, Booking.com

Hi {first name},
Thank you for your stay. In a day or two Booking.com will e-mail you an invitation to review, valid for three months. If the stay went well, we would be grateful for a few lines; if something let you down, please write here first, we want to put it right.
Best regards, {your name}

Templates 21 to 30: cancellation, no-show, a bad review and other hard moments

In a hard moment a template has three parts: the fact, what you are doing, what the guest should do. No excuses and no emotion, because on Booking.com a reply to a review is moderated for up to 72 hours and must be in the review's language or English, and on Airbnb a public response appears immediately and stays on the listing page.

21. The guest cancels

Hi {first name},
Thanks for letting us know; the cancellation shows in the system. Under the booking conditions {details, e.g. you receive a full refund because arrival is more than 7 days away}. The money comes back through {the platform}, usually within {number} working days.
We are releasing the dates for other guests. If your plans come back, we would be glad to host you another time.
Best regards, {your name}

22. You have to cancel

Hi {first name},
I am sorry to have to cancel your reservation for {dates}. The reason: {specific reason, e.g. a burst water pipe that cannot be repaired before your arrival}. My apologies.
The cancellation goes through {the platform} and the full refund is automatic. I have checked three similar places nearby with your dates free: {name 1}, {name 2}, {name 3}. If you would like help booking one of them, let me know.
{your name}

23. No-show

Hi {first name},
We expected you today from {time}, and the flat is still empty with no message from you. Code {code} works, the address is {address}. If you are running late, one line on when to expect you is enough. If your plans have changed, please cancel in the app; without word by {time} tomorrow we will mark the booking as a no-show under {the platform's} terms.
Best regards, {your name}

24. Public reply to a negative review

Thank you for the review and we are sorry about {the specific problem, e.g. the noise from the renovation next door}. You are right that {what was true}. Since {date} we {what changed, e.g. warn guests about the works before booking and have fitted new windows}. {If something was inaccurate: one calm sentence with the fact, e.g. cleaning took place at 1 pm, confirmed by the crew}. Thank you for telling us; future guests will benefit.
{your name}, host

25. Cleanliness complaint during the stay

Hi {first name},
We are sorry, this should not have happened. The cleaner can come today at {time} or tomorrow morning at {time}; please choose whichever disturbs you less. Fresh towels and bedding will be left either way. If you would rather skip the visit, we will refund {amount}.
Thank you for flagging it, {your name}

26. The guest proposes booking off the platform

Hi {first name},
Thank you for the trust, but we only take bookings through {the platform}. Its terms prohibit payments outside the platform, and it is safer for you too: payment protection and customer support only work for bookings in the system. For a future stay I will gladly offer a better price through the same platform.
Best regards, {your name}

27. Items left behind

Hi {first name},
During cleaning we found {item}. It is in a locked cupboard. We can post it cash on delivery, roughly {amount}, or keep it for {number} days for collection. Please send a delivery address here in the thread.
Best regards, {your name}

28. Damage found after the stay

Hi {first name},
After checkout our cleaner found {description, e.g. a cracked induction hob}. Photos attached. The repair quote is {amount}; the quote is attached too. We will file a claim through {the platform's tool} within {number} days. If you would like to describe what happened, please do so here and we will add it to the claim.
Best regards, {your name}

29. Invoice request

Hi {first name},
Of course, we will issue an invoice. Please send the company name, address and tax number here in the thread. The invoice will go to the e-mail on the reservation within {number} days. Payment went through {the platform}, so the invoice will note the payment method.
Best regards, {your name}

30. Early check-in not possible

Hi {first name},
Thanks for asking about an early check-in. The previous guests leave at {time} that day and cleaning runs until {time}, so the flat will be ready from {time}. You can leave luggage {where, e.g. in the lockable wardrobe in the hallway, same code} from {time}. We will message the moment the flat is free; sometimes it is earlier.
Best regards, {your name}

Where Supalobby fits

Supalobby keeps the same templates in a per-property knowledge base, but it does not send them on a calendar; it uses them to answer the guest's actual question. The agent reads a message from Booking.com, WhatsApp, Instagram, e-mail, Slowhop or Aloha Camp and replies from the knowledge base in the guest's language (Polish, English, German and French verified). In Copilot mode it drafts and you send; in Autopilot it replies on its own on the channels you choose and hands the thread to you when unsure. On Airbnb it only prepares the draft; you send it in Airbnb with one click. Scheduled sends such as the pre-arrival code or the review request are Playbooks in the Operator plan, which is announced, not yet available. From a sample of 434 conversations in September 2026 the median time from guest message to reply was 3.6 seconds.