Every Airbnb booking produces the same conversation. A guest asks a question, you confirm the booking, you send directions, you remind them about checkout and you ask for a review. Typing those messages by hand takes hours each week, and a slow reply costs you twice: Airbnb counts it against your response rate, and the guest remembers the wait when they write the review.
So which messages should you prepare, and when should each one go out?
You need about 23 templates across six stages of a stay: the inquiry, the booking, check-in, the stay itself, checkout and the review. Write each template once in your own voice, add shortcodes for the guest's details and load the templates into Airbnb's messaging tools. The templates below give you a full set you can paste and edit today.
Key Takeaways
- Airbnb measures your response rate as the share of new inquiries and reservation requests you answer within 24 hours, over the past 30 days.
- Six stages cover the whole guest conversation, and each stage needs two to six templates.
- Shortcodes fill in names, dates and Wi-Fi details. You still type the door code yourself.
- Hosts who also list on Vrbo or Booking.com should run their templates from one property management system (PMS).
- A template library lets someone else answer guests in your voice, whether that's a co-host, software or a remote assistant.
Airbnb Quick Replies, Scheduled Messages and Shortcodes
Airbnb gives hosts two messaging tools:
- Quick replies store reusable text that you send by hand with a couple of taps. Use them for questions that come up at any time, such as Wi-Fi help or an early check-in request.
- Scheduled messages go out automatically on a trigger, such as a new reservation, check-in or checkout. Airbnb sends them in your listing's time zone. Use them for the predictable moments of every stay.
Both tools support shortcodes, which pull details from the reservation and your listing into the message. In the templates below, a bracketed field such as [Guest first name] marks a spot for a shortcode or a detail you type.
| Detail in the Message | What Airbnb Fills In | Where Airbnb Gets It |
|---|---|---|
| Guest first name | The booking guest's first name | Reservation |
| Check-in date and time | The arrival date and your check-in time | Reservation and listing |
| Checkout time | Your checkout time | Listing |
| Wi-Fi network and password | Your Wi-Fi details | Listing |
| House rules | Your listed house rules | Listing |
| Confirmation code | The reservation's code | Reservation |
| Door code | Type it yourself, or use your smart lock's integration | Your lock |
Airbnb's help pages and its shortcode menu sometimes show different syntax, so insert each shortcode from the menu in the message editor and skip typing the tags by hand. Airbnb also asks hosts to complete their listing details first, because an empty field leaves a gap in the message.
Why Templates Protect Your Response Rate and Your Reviews
Templates solve two problems at once: speed and consistency.
Speed protects your response rate. Airbnb counts accepting, pre-approving, declining, messaging and sending a special offer as a response. The Superhost program sets the bar at 90%, and Airbnb tells hosts to "respond to 90% of new messages, and accept or decline new reservation requests, within 24 hours."
Consistency protects your reviews. In Touch Stay's 2024 Guest Communication Study of 2,024 vacation rental guests, 69% said host communication influenced how likely they were to leave a positive review.
Hosts already lean on software for this work. Hospitable's 2026 Industry Report surveyed 554 hosts and found guest communication at the top of the tasks they use AI for, at 80.9%. Software drafts a reply fast, and a template you wrote yourself makes sure that reply sounds like you and contains the right facts.
Example: A host with three listings and 25 bookings a month sends about eight messages per booking, which adds up to 200 messages a month. With a template library, the host checks the shortcodes, adds one personal line and presses send, so most messages take seconds.
Your Airbnb Message Schedule at a Glance
| # | Message | Send It | Tool |
|---|---|---|---|
| 1 to 4 | Inquiry and request replies | Within an hour of the message | Quick reply |
| 5 | Booking confirmation | When the booking is confirmed | Scheduled |
| 6 | Arrival details request | 7 days before check-in | Scheduled |
| 7 | Check-in instructions | 3 days before check-in | Scheduled |
| 8 | Arrival day message | Morning of check-in | Scheduled |
| 9 to 10 | Early check-in and luggage replies | When the guest asks | Quick reply |
| 11 | First-night check-in | 2 hours after check-in time | Scheduled |
| 12 to 16 | Mid-stay replies | When needed | Quick reply |
| 17 | Checkout reminder | 6 p.m. the night before checkout | Scheduled |
| 18 | Checkout thank-you | At checkout time | Scheduled |
| 19 | Review request | 1 day after checkout | Scheduled |
| 20 to 23 | Review replies, lost items, damage | When needed | By hand |
Pre-Booking Messages: Airbnb Guest Inquiry Templates
An inquiry decides whether you get a booking at all, so answer the guest's question first and make booking easy.
Template 1: Inquiry reply when your dates are open
Hi [Guest first name], thanks for your message! [Listing name] is free from [Check-in date] to [Checkout date]. To answer your question: [answer]. The home sleeps [number] and has [two features guests ask about most]. I've pre-approved your dates, so you can book whenever you're ready. Ask me anything else you'd like to know. [Host name]
Template 2: Inquiry reply when your dates are taken
Hi [Guest first name], thank you for thinking of us. [Listing name] already has a booking for those dates. It's free from [alternative dates], and I'd be glad to pre-approve those for you. Whatever you decide, I hope you have a wonderful trip. [Host name]
Template 3: Questions before you accept a request
Hi [Guest first name], thanks for your request for [dates]. Before I accept, could you tell me a little about your trip and who's traveling with you? I ask every guest the same question, because the home has a strict no-parties rule. I'll reply as soon as I hear back.
Answer within the 24-hour window, because an expired request counts against your response rate.
Template 4: A polite decline
Hi [Guest first name], thank you for your request. I can't accept this booking because [short reason, such as "the home has a three-night minimum on weekends"]. I'd love to host you on a future trip that fits. Wishing you a great stay wherever you land.
Base every decline on your listing's rules, such as minimum stays, guest numbers or dates. Airbnb's nondiscrimination policy applies to every decision you make about a guest.
Booking Confirmation and Airbnb Welcome Message Templates
The welcome message sets the tone for the whole stay, so tell the guest what happens next.
Template 5: Booking confirmation and welcome message
Hi [Guest first name], your booking at [Listing name] is confirmed for [Check-in date] to [Checkout date]. Thank you for choosing us! I'll send full check-in instructions three days before you arrive. In the meantime, what brings you to [city]? Tell me, and I'll share a few local tips that suit your trip. [Host name]
The closing question does real work. A guest who mentions an anniversary gives you the detail for a personal touch, and a guest who mentions a conference tells you to send Wi-Fi details early.
Template 6: Arrival details request
Hi [Guest first name], a quick question to help us prepare: roughly what time do you expect to arrive, and how many guests will stay? If you're driving, let me know and I'll save the parking space for you.
Airbnb Check-In Message Templates
Check-in causes more guest messages than any other stage. A complete check-in message answers the questions before the guest asks them.
Template 7: Check-in instructions
Hi [Guest first name], your stay at [Listing name] starts on [Check-in date]. Here's everything you need:
- Address: [address]
- Check-in: from [Check-in time]
- Parking: [details]
- Entry: your door code is [door code], and it works from [Check-in time]
- Wi-Fi: [Wi-Fi network], password [Wi-Fi password]
- House guide: [link to your Airbnb guidebook]
Message me here if anything is unclear. Safe travels!
Airbnb also shows check-in instructions in the guest's trip details, so keep this message and those instructions word for word the same.
Template 8: Arrival day message
Good morning [Guest first name]! Today's the day. The home is clean and ready from [Check-in time], and your door code is [door code]. Message me once you're in, or if anything delays you on the way.
Template 9: Reply to an early check-in request
Hi [Guest first name], I'd love to help. Our cleaners usually finish by [time], so [time] is the earliest I can promise. I'll message you here the moment the home is ready.
Template 10: Early luggage drop-off
Hi [Guest first name], you're welcome to drop your bags from [time]. Our cleaners will still be working, so please leave them [location, such as "in the hall closet"] and head out to enjoy [city]. Check-in opens at [Check-in time], and I'll message you the moment the home is ready.
Offer drop-off only when you have a safe spot for bags that stays out of the cleaner's way.
Mid-Stay Airbnb Guest Message Templates
During the stay, guests want quick answers and fast fixes. These templates cover the common questions and the uncomfortable moments.
Template 11: First-night check-in
Hi [Guest first name], I hope you've settled in. Is everything working the way you expected? If you need anything, from extra towels to a dinner tip, message me here.
A guest who reports a problem on the first night gives you time to fix it before it reaches a review.
Template 12: Quick reply to a common question
Hi [Guest first name], the Wi-Fi network is [Wi-Fi network] and the password is [Wi-Fi password]. The router sits [location]. If the connection drops, unplug the router for ten seconds and plug it back in. Message me if that doesn't fix it.
Build one quick reply for each question that comes up more than twice a month, such as heating, the TV, the coffee machine, trash day and parking.
Template 13: Acknowledging a problem
Hi [Guest first name], thank you for telling me, and I'm sorry about the [issue]. I'm on it now. [Name or "Our technician"] can come by at [time], and I'll confirm as soon as I hear back. If anything feels unsafe, please call [local emergency number] first.
Reply to every problem report within minutes, even before you have the fix.
Template 14: Maintenance delay or vendor visit
Hi [Guest first name], an update on the [issue]: our technician needs a part and can return on [day] at [time]. Until then, [workaround, such as "you'll find a portable heater in the hall closet"]. The technician will knock and introduce themselves, and the visit should take about [duration]. If that time doesn't suit you, tell me and I'll move it.
Tell the guest who is coming and when, and get their agreement before anyone enters. If the problem affects the stay, offer a partial refund through Airbnb's Resolution Center before the guest has to ask.
Template 15: Noise or house rules reminder
Hi [Guest first name], a neighbor has mentioned some noise from the home tonight. Our quiet hours run from [time] to [time], as listed in the house rules. Could you please bring the volume down? Thank you for helping us keep things friendly with the neighbors.
If the noise continues, follow your listing's escalation steps and contact Airbnb's support team.
Template 16: Reply to a late checkout request
Hi [Guest first name], good news: you can stay until [time] [at no charge / for a fee of $X]. Please confirm, and I'll let the cleaners know.
When the calendar says no:
Hi [Guest first name], I'm sorry, new guests arrive today, so the cleaners need the home at [Checkout time]. You're welcome to leave your bags at [option] until [time].
Airbnb Checkout Message Templates
A good checkout message saves your cleaner time and leaves the guest feeling looked after.
Template 17: Checkout reminder
Hi [Guest first name], I hope you've enjoyed your stay! A quick reminder that checkout is at [Checkout time] tomorrow. Before you leave, please:
- Start the dishwasher
- Leave used towels in the bathtub
- Take any trash to [bin location]
- Close the door behind you, and it locks automatically
Safe travels home!
Keep the list to four tasks or fewer. Long chore lists turn up in guest complaints, and your cleaning fee covers the rest.
Template 18: Checkout thank-you
Thank you for staying with us, [Guest first name]! It was a pleasure to host you. If you left anything behind, message me here and I'll help you get it back.
Airbnb Review Request and Post-Stay Templates
The review stage turns a good stay into social proof for future guests, and it handles the loose ends.
Template 19: Review request
Hi [Guest first name], thank you again for staying at [Listing name]. I've left a review for you, and I'd be grateful if you shared yours too. Reviews help other travelers choose, and they help us improve. If anything fell short of five stars, I'd like to hear about it so I can fix it.
Airbnb's review policy bans offering anything in return for a review, so keep the request simple.
Template 20: Public reply to a positive review
Thank you, [Guest first name]! We loved hosting you, and we're glad [specific detail from their review] made your trip. You're welcome back any time.
Template 21: Public reply to a critical review
Thank you for your feedback, [Guest first name]. You're right that the [issue] fell short, and we've since [specific fix]. We appreciate you telling us, and future guests will benefit from the change.
Write this reply for the next guest, who will read it before booking. Stay calm, keep it short and name the fix.
Template 22: Lost item found
Hi [Guest first name], our cleaner found your [item] after you left. I can post it to you if you send me your address and cover the postage, or I can keep it safe until [date]. Let me know what works best.
Template 23: Post-stay damage
Hi [Guest first name], thank you again for staying with us. During the turnover, our cleaner found [damage, such as "a cracked glass tabletop in the living room"]. I've attached photos. The repair quote comes to $[amount], and I'll send a request through Airbnb's Resolution Center so you can review it there. If you'd like to talk it through first, message me here.
Act fast. Airbnb's Host Damage Protection sets a short reporting window, generally 14 days after checkout or before the next guest checks in, whichever comes first. Photograph the damage on the day you find it, and keep the receipts and quotes. Airbnb's April 2026 terms update also bars AI-generated or AI-edited photos as claim evidence.
Using Templates Across Airbnb, Vrbo and Booking.com
Airbnb's scheduled messages only fire on Airbnb bookings. If you also list on Vrbo or Booking.com, each platform runs its own inbox and its own automation, and three copies of every template drift apart within weeks.
Cross-listed hosts solve this with a property management system or channel manager, such as Hostaway, Hospitable, Guesty or OwnerRez. A PMS gives you one inbox for every platform and one template library, and it sends each message on the right trigger whatever the booking source. Each PMS uses its own shortcode syntax, so rebuild the placeholders inside the tool after you paste a template in.
Two rules keep the setup clean:
- Turn off Airbnb's native scheduled messages once your PMS sends them, or guests get every message twice.
- Keep one master document with the current wording of every template. When you change a door code or a checkout time, update the master first, then the PMS.
How to Customize Your Templates
Rewrite each template in your own voice. Read it aloud. If you'd never say "a pleasure to host you," change it to the phrase you use.
Test before you switch anything on. Preview each scheduled message on a real reservation and check that every shortcode fills in.
Keep the conversation on the platform. The message thread records what you and the guest agreed, and that record helps if a dispute reaches the Resolution Center. Touch Stay's 2024 study found that 44% of guests prefer text messages during the stay and 53% prefer email before it. The Airbnb app sends push notifications and email for every message, so guests get your template whichever way they prefer.
Review your library every month. Look for questions guests asked that no template answered. Each repeated question shows a gap in your listing or your check-in message. Fix the listing first, then add a quick reply.
Common Template Mistakes to Avoid
- One template for every listing. Each property needs its own door code, parking details and Wi-Fi details, so build a separate set for each listing.
- Messages that run too long. Guests read on their phones, often while carrying luggage. Put the door code and address at the top.
- Automation with no human check. Scheduled messages keep going out after a booking changes. Check the next day's messages each morning, especially after a date change.
- Generic review replies. "Thanks for staying!" under every review tells future guests nothing. Mention one specific detail each time.
- Stale details. A new door code, router or parking rule makes every template that mentions it wrong. Update the templates the same day you make the change.
When to Delegate Guest Messaging to an Assistant
Templates cut the typing, and someone still has to watch the inbox. Hosts usually hand messaging over when inquiries arrive overnight, when they run more than two or three listings, or when their response rate starts to slip.
Want someone to send these for you? A guest messaging assistant works from your templates on every booking. Your assistant answers inquiries inside the 24-hour window, personalizes each scheduled message and passes anything unusual to you.
These guides cover the rest of the setup:
- How to automate Airbnb messages with a virtual assistant walks through scheduled messages, booking software and weekly checks.
- Virtual assistants for Airbnb guest screening explains what to check before you accept a request.
- How Airbnb virtual assistants handle emergency guest issues sets out the escalation plan behind Templates 13 and 14.
- How Airbnb virtual assistants handle reviews and guest feedback covers the full review routine.
Frequently Asked Questions
What should an Airbnb welcome message include?
An Airbnb welcome message confirms the dates, thanks the guest and says when check-in instructions will arrive. One question about the purpose of the trip helps you personalize the stay. Template 5 covers all four.
When should I send check-in instructions on Airbnb?
Send full check-in instructions three days before arrival, then repeat the door code on the morning of check-in. Three days gives the guest time to ask questions, and the morning message puts the code at the top of their inbox.
Do Airbnb scheduled messages work for Vrbo or Booking.com bookings?
No. Airbnb's scheduled messages only send to Airbnb guests. To send the same templates to guests from every platform, run them from a property management system with a unified inbox.
How do I ask Airbnb guests for a review?
Send a short, friendly request the day after checkout, as in Template 19. Thank the guest, mention that you've reviewed them and invite feedback on anything that fell short.
Should I use AI to write my Airbnb messages?
AI tools draft replies quickly, and most hosts now use them for guest messages. Give the AI your templates as the source of facts, and have a person check each draft before it goes out. A wrong door code or date causes more trouble than a slow reply.
Final Thought
Copy the 23 templates into one master document, rewrite them in your voice and set up the eight scheduled messages this week. Then watch your inbox for a month and add a quick reply for every question that comes up twice. By the end of that month, most of your guest messages will take a few seconds each.
Sources: Airbnb Help Center articles on response rate, scheduled messages and quick replies; Touch Stay Guest Communication Study (2024) and Hospitable 2026 Industry Report, as summarized by Proptonomy; Hostfully's guide to Airbnb's damage policy; AirROI on Airbnb's April 2026 terms update.