The seven messages every booking should get

Most guest problems are timing problems. The information existed, but it arrived after the guest needed it. A fixed sequence solves this: the same seven messages, sent at the same points, for every single booking.

1. Booking confirmation — within an hour

This message does one job: reassure. The guest has just spent money on a place they have never seen. Confirm the dates, restate check-in and checkout times, and tell them exactly when the detailed instructions will arrive. Do not send the door code here — it is too early and it will be lost in the thread.

2. Pre-arrival details — three days before

The single highest-value message you send. Everything a guest needs to arrive without calling you: the street address, parking, the check-in method, the Wi-Fi name and password, and how to reach you. Three days out gives them time to read it and ask questions during working hours.

3. Check-in day — the morning of arrival

A short repeat of the essentials, because the pre-arrival message is now buried. Two or three lines: door code, parking spot, and "message me if anything is unclear".

4. Welcome — a few hours after arrival

Ask one question that is easy to answer: did everything work as expected? This is the message that catches the broken lamp on day one instead of in the review. Guests who report a problem and see it fixed usually rate higher than guests who had no problem at all.

5. Checkout reminder — the evening before departure

Keep the list short and possible. Strip beds, start the dishwasher, bag the rubbish, lock up, leave the keys where they found them. Asking for a deep clean at checkout is the fastest way to a mediocre review — that is what the cleaning fee is for.

6. Thank you — the day of departure

Sent after they leave and after you have confirmed the place is in order. Warm, short, no requests attached.

7. Review request — 24 to 48 hours later

Separate from the thank you, so it does not read as transactional. Say plainly that reviews matter to a small host, and mention that you have already left one for them.

Make it repeatable

• Write each message once, with your property details already filled in.
• Keep them all in one place so a co-host can send them.
• Reread the pre-arrival message every few months — check-in details drift.
• Never send a wall of text; use short lines and bullets.