Most hosts think about their welcome message once, write something generic, and forget it. Then they wonder why some guests feel distant or leave reviews that mention “communication” as just okay.
Your welcome message sequence is one of the highest-leverage things you can get right as a host. It sets expectations, reduces anxiety, prevents bad surprises, and quietly signals to guests that they are in good hands. I have been hosting in Long Beach for three years and I can tell you: guests who feel informed and welcomed before they arrive are far more likely to leave a 5-star review when they check out.
Here is what to send and when.
Key Takeaways
- Send a sequence of five messages, not just one welcome note
- Personalize each message with the guest’s name and purpose of visit (when you know it)
- Keep each message short and focused on exactly what the guest needs at that moment
- The mid-stay check-in is the most underused message in hosting, and it is the one that surfaces problems before they become bad reviews
- Your in-property guidebook handles the deep detail so your messages stay clean and readable
Why Timing Matters More Than Content
A common mistake hosts make is dumping every piece of information into one long pre-arrival message. Guests do not read it. They are excited, distracted, or traveling. By the time they need the WiFi password or the trash schedule, that message is buried.
The fix is sequencing. Send the right information at the moment the guest actually needs it. A confirmation message after booking feels warm and reassuring. A pre-arrival message two days before check-in is when guests actually start reading logistics. A same-day message with just the essentials is what they pull up in the Uber.
Sequencing is not complicated. You just need five message templates ready to go.
The 5 Messages Every Host Should Send
Message 1: The Booking Confirmation (send immediately after booking)
This message is not about logistics. It is about warmth. Guests sometimes feel a small flutter of anxiety right after booking a stranger’s home. Your job is to settle that feeling right away.
Keep it brief. Thank them for booking, tell them you are looking forward to hosting them, and let them know you will send full arrival details a day or two before check-in. If you spotted something personal in their booking note (celebrating an anniversary, visiting family), acknowledge it. That one line does more for the relationship than a paragraph of house rules.
Example:
Hi [Name], thank you so much for booking. I am really looking forward to hosting you in Long Beach. I will send your full check-in details and a few local tips closer to your arrival date. Feel free to reach out any time if you have questions before then.
Message 2: The Pre-Arrival Message (send 2-3 days before check-in)
This is your logistics message. Guests are in planning mode now. They want to know: How do I get in? Where do I park? What time can I arrive?
Cover the essentials:
- Check-in time and early check-in policy
- Exact address and parking instructions
- How to access the property (lockbox code, smart lock instructions)
- A link to your digital house manual or guest guidebook if you have one
Do not include WiFi passwords, trash schedules, or house rules here. Save those for the guidebook. Your job in this message is to get them from the airport to the front door without stress.
Message 3: The Day-Of Check-In Message (send morning of arrival)
Guests are in transit. This message needs to be short enough to read in under 30 seconds.
Include:
- The door code or access instructions (repeat it here even if you sent it before)
- What time the property is ready
- One sentence inviting them to message you if anything comes up
That is it. Resist the urge to add more. If they have questions about the space, your guidebook covers it.
Message 4: The Mid-Stay Check-In (send day 2 or day 3)
This message is the one most hosts skip, and it is a mistake. A quick check-in on day 2 does two important things: it shows guests you care, and it gives them an easy opening to tell you about anything that is not working.
If there is a small issue (a lamp that is not turning on, a drawer that sticks) and a guest mentions it in this message, you can fix it and they feel taken care of. If you never ask, the issue sits in the back of their mind and shows up in the review.
Example:
Hi [Name], just checking in to make sure everything is going smoothly. Let me know if you need anything at all, I am happy to help.
Two sentences. It takes ten seconds to send and can prevent a 4-star review.
Message 5: The Checkout Reminder with a Soft Review Nudge (send evening before checkout)
The day before checkout, send a friendly reminder of checkout time and instructions. At the end, add one sentence about reviews. Keep it natural, not desperate.
Example:
Hi [Name], just a reminder that checkout is at 11am tomorrow. [Include any specific checkout steps here.] It has been such a pleasure hosting you. If you have a moment to leave a review after your stay, it means a lot and helps other guests find the space. I will be leaving you one as well. Safe travels!
For more on turning great stays into 5-star written reviews, see how to get more 5-star Airbnb reviews.
What to Include (and What to Cut)
Most welcome messages fail because they try to do too much. Here is a quick guide:
Include in your messages:
- Guest’s first name (every single time)
- Time-sensitive logistics (access, parking, checkout)
- A human tone, brief and genuine
- One clear call to action per message
Leave out of your messages:
- Full house rules (put them in your listing and your guidebook)
- WiFi passwords in the pre-arrival message (save it for day-of)
- Lengthy disclaimers or liability language
- Anything the guest does not need yet
The goal is for guests to read every message you send. That only happens when each message is short and immediately useful.
How to Personalize Without Starting From Scratch Every Time
Personalization does not mean rewriting each message. It means adding one or two specific details that show you paid attention.
The most useful personalization hooks are:
- The guest’s name (non-negotiable)
- Their reason for visiting, if they shared it (“hope you have a wonderful anniversary celebration”)
- Their travel group (“hope the whole family loves the space”)
- Any special requests they mentioned at booking
If you do not know their reason for visiting, leave that line out. Generic personalization is worse than none.
Keep your five message templates saved somewhere you can access quickly, then spend 30 seconds personalizing before you send. That is a realistic routine that scales across multiple properties.
The In-Property Welcome Note That Completes the Sequence
Your message sequence handles the digital side of the welcome. The physical side matters too.
When guests walk in, a short handwritten or printed welcome note on the kitchen counter goes a long way. It does not need to be long: just a hello, your name, and something that tells them you prepared the space with care.
For everything else (local restaurant picks, how the appliances work, trash days, emergency contacts), a printed guest guidebook keeps the space running smoothly without you having to answer the same questions over and over. I created my own guidebook template for exactly this purpose. The Complete Airbnb Guidebook Canva template is a fully customizable design you can fill in and print in under an hour. It pairs with your digital message sequence so guests always know where to find the answers they need.
For a deeper look at what to include in your in-property materials, the Airbnb welcome book guide covers how to build out the full physical experience.
The Simplest Way to Get Started
If you currently send one or two messages per stay, start by adding the mid-stay check-in this week. It is the fastest way to improve your communication score and catch small issues before checkout.
Then build out the other four templates one at a time. Once you have all five saved and ready to go, your entire message sequence takes less than five minutes per booking.
Clear, warm, well-timed communication is one of the few things in hosting that costs nothing and pays back in reviews, repeat guests, and a Superhost rating that holds.