How to use these templates
Each template is short, because a short message gets read to the end. Replace what's in brackets, keep a tone that sounds like you, and send them at the moment shown.
One rule to keep in mind: the guest reads on their phone, often while walking with their luggage. What they need right away (address, code, Wi-Fi) comes first.
1. After booking: the confirmation
When: within an hour of the booking.
Hello [first name],
Thank you for booking [listing name], from [check-in date] to [check-out date]. We look forward to welcoming you.
You'll receive all the check-in details the day before your stay. Until then, feel free to write to us here with any question.
See you soon, [your first name]
2. The day before arrival: the instructions
When: the day before, late morning.
Hello [first name],
Everything is ready for your arrival tomorrow. Here's what you need:
- Address: [full address, floor, door]
- Check-in: from [time]
- Access: [key box / door code: …]
- Wi-Fi: [network name] / [password]
Everything about the place and the neighbourhood is in your welcome book: [link].
Safe travels, [your first name]
3. On arrival day: all good?
When: two to three hours after check-in time.
Hello [first name],
I hope you've settled in well. If anything is missing or not working, tell me here and I'll sort it out as soon as I can.
Enjoy your stay, [your first name]
4. The day before check-out: the instructions
When: the day before check-out, late afternoon.
Hello [first name],
Your stay ends tomorrow. Check-out is before [time].
Before you leave, please:
- leave the keys [in the key box / on the table];
- close the windows and turn off the heating or air conditioning;
- take the rubbish [to the place shown].
No need to clean: we take care of it.
Thanks again, [your first name]
5. After check-out: thanks and review
When: on check-out day or the day after.
Hello [first name],
Thank you for staying at [listing name]. We hope everything went well.
If you have a minute, your review really helps future guests, and helps us improve. We'll leave a review for you too.
We'd be happy to welcome you again, [your first name]
6. Reply to an early check-in request
When: as soon as the request arrives.
Hello [first name],
Thanks for letting us know. Check-in is from [time], once the cleaning is done. We'll confirm on the day if the place is ready earlier.
In the meantime, you can leave your luggage [at … / at the nearest luggage storage: …].
[your first name]
7. Reply to a Wi-Fi problem
When: as soon as the guest reports it.
Hello [first name],
Sorry about that. Could you try this:
- Unplug the router [location], wait 30 seconds, plug it back in.
- Wait two minutes for the lights to turn [colour] again.
- Reconnect to the network [name], password [password].
If it still doesn't work, tell me and I'll find a solution today.
[your first name]
8. Reply to "Where can I park?"
Hello [first name],
The easiest is the [name] car park, [X] minutes' walk away, open [hours], about [price] a night. On the street, parking is [free / paid from … to …].
[your first name]
Send these messages without thinking about it
Messages 1 to 5 come back with every stay, with only the first name, dates and codes changing. That's exactly what scheduled messages do: you write the message once, with fields such as the guest's first name, the dates, the access code or the welcome book link, and it goes out by itself at the chosen moment, for every booking.
Messages 6 to 8 are answers to questions. That's the job of Vostay's AI messaging: it answers from the information you wrote for each listing, in the guest's language, and hands over to you when it isn't sure. The digital welcome book gathers the rest (access, Wi-Fi, neighbourhood) in one link per booking.
To go further on hosts' obligations, read our guide to the tourist tax.