Airbnb Guest Communication Templates That Get 5-Star Reviews
Core message templates every Airbnb host needs. Together they cover 90%+ of guest communication from inquiry to post-checkout review, all automatable with any PMS.
- Automated messages handle 90% of guest communication. Save personal responses for genuine exceptions.
- Template completeness determines how many inbound messages you receive. Answer every common question before guests ask.
- The pre-arrival message is the most important. It sets up check-in smoothly and prevents most issues.
- The review request message is the most neglected. Most hosts skip it and leave reviews on the table.
- Airbnb asks guests 9 specific things after checkout. Knowing what those are tells you exactly what to optimize.
- Your overall star rating is NOT the average of the 6 category scores. Airbnb asks for it separately, so one bad category can tank your whole rating.
- Tone matters: Warm, professional, and helpful generates better reviews than formal or minimal communication.
Why Templates Handle 90% of Guest Communication
Every Airbnb guest asks the same questions. Where do I park? What time is check-in? What is the WiFi password? Where are the extra towels? What do I do if something breaks? These come up over and over. Templates answer them before they turn into messages you have to type out by hand.
Here is the simple math. Say you host 20 guests per month. Each guest sends about 3 messages. That is 60 messages per month. Good templates wipe out 50 of those 60 by giving guests the info before they ask. You end up answering 10 real exceptions. Those are the only ones that need a human.
But templates do more than save you time. They also protect your reviews. I will show you later in this article exactly what Airbnb asks your guests after they check out. Spoiler: one of the 7 factors Airbnb checks is "quick response time." Automated templates give you instant response time on the messages that matter most. That alone can be the difference between a 4-star and a 5-star review.
Copy these templates into your PMS (Hospitable, Hostfully, or Guesty) and customize the bracketed sections with your property-specific details. Set each template to send at the specified trigger time. Then let the automation run.
What Airbnb Actually Asks Your Guests After Checkout
I recently stayed at about four or five different Airbnb properties during a trip to Thailand. One of the places was called Villa of the Princess. After checkout, Airbnb asked me to review the villa, and I realized something. I had not been reviewing hosts frequently enough. So I pulled out my phone and took screenshots of every single step in the review process.
There are 9 things Airbnb asks your guests. Once you see them, you will know exactly what to focus on. Here they are.
Step 1: Overall Star Rating
The very first thing Airbnb asks is: how was your stay? Guests pick 1 to 5 stars right at the top, before they rate anything specific. This is important because this overall rating is what shows on your profile. It is not an average of the 6 categories that come later. It is a separate question, and guests answer it based on how they feel in that moment.
Step 2: Describe Your Trip
Next, Airbnb asks: "Was it as good or better than expected?" This ties directly to your listing description. If you oversell your property, guests arrive feeling let down, even when the stay is perfectly fine. That is how you get a 4-star review instead of 5. The guest had a good time, but it did not match what they pictured from your photos and description. Do not over-promise and under-deliver.
Go to Airbnb right now and search your own market. Filter by guest count and look at the top 10-15 listings on page 1. Study their photos and descriptions. Then look at yours. Are you promising more than what a guest actually walks into? If so, dial it back. Let the property surprise them in a good way.
Step 3: The 7-Factor Hospitality Checklist
This one is powerful. Airbnb gives guests a multiple-choice list and asks them to check every box that applies. The 7 factors are:
- Amazing hospitality
- Amazing amenities (pool, gym, coffee machine)
- Quick response time
- Thoughtful touches (fresh flowers, a bottle of wine, candy bars, something personal)
- Stylish space (not just a "barren average Airbnb")
- Cleanliness
- Local tips from the host
You need to check every single one of these boxes. Your message templates handle #3 (quick response time) and #7 (local tips, if you include restaurant picks in your pre-arrival message). But #4 (thoughtful touches) and #5 (stylish space) have to be physical. You cannot automate a welcome gift. You have to actually put something there for your guests to find when they walk in.
Print this 7-factor checklist and tape it to your operations binder. Before every guest arrives, run through it. Templates cover 2 out of 7. The other 5 require you to invest in your property and your process.
Step 4: The 6 Rating Categories
Guests rate you on 6 specific areas with 1-5 stars each: Cleanliness, Accuracy, Check-In, Communication, Location, and Value. I break these down in the next section because they are important enough to get their own deep dive.
Step 5: The Minimums
Airbnb asks guests to confirm that your property had the basics: linens, one pillow per guest, soap, toilet paper, and at least one towel per guest. These are not suggestions. Airbnb is not negotiating on these. They are the floor, not the ceiling. If a guest says you were missing any of these, that is a problem.
- Clean linens on every bed
- One pillow per guest (at minimum)
- Soap in every bathroom
- Toilet paper stocked and visible
- One towel per guest (at minimum)
Do not just meet these minimums. Beat them. Two towels per guest, extra pillows in the closet, a backup roll of toilet paper under the sink. The minimums are what keeps you from getting flagged. Going above them is what earns the 5-star check.
Step 6: How Did You Arrive?
Airbnb asks how the guest got into the property. Was it a lockbox? Did the host meet them? Was there a smart lock? This may be Airbnb gathering data to understand what access methods are most common. Or it could be a way to verify how different types of operations run. Either way, make sure your check-in method is clearly explained in your templates. Confusion at the door is one of the fastest ways to lose stars.
Step 7: Was It a Separate Space?
Airbnb asks whether the property is a guesthouse, a garage conversion, a separate unit, or part of the host's main home. They also ask if the host lives on the property and whether there is a private entrance. This is Airbnb checking to see if your listing type matches what the guest actually experienced. If you say "entire home" but the guest can hear you upstairs, that is an accuracy problem.
Step 8: Amenities Verification
Airbnb asks about relaxation amenities like the pool, hot tub, garden, and backyard. They also ask about kitchen appliances like the coffee maker and refrigerator. Here is the key: Airbnb may be loading these questions based on what you claimed in your listing. If you say you have a hot tub and you do not, this is where a guest will call it out. If you never claimed a hot tub, the question probably will not appear. So keep your listing accurate and this step becomes easy.
Step 9: Kitchen Details
The last step digs deeper into kitchen specifics. Coffee maker, refrigerator, oven, stovetop. Again, this is a verification step. It matches what you said you have with what the guest actually found. Keep your listing honest, and this step works for you instead of against you.
I took these screenshots in Thailand because I realized most hosts have never seen what their guests go through after checkout. Once you know the 9 steps, you can reverse-engineer your entire operation to nail every single one.
The 6 Categories That Determine Your Star Rating
Inside the review process, Airbnb asks guests to rate you on 6 specific categories. Each one gets a 1-5 star score. Here is what they are and what they actually mean for your business.
| Category | What It Measures | What You Control |
|---|---|---|
| Cleanliness | Was the property clean when the guest arrived? | Cleaning checklist, quality checks, same-day walkthroughs |
| Accuracy | Did the listing match reality? | Honest photos, accurate descriptions, updated amenity list |
| Check-In | Was arrival smooth and easy? | Clear templates, door codes sent on time, good directions |
| Communication | Did the host respond fast and clearly? | Automated templates, quick personal replies for exceptions |
| Location | Was the neighborhood as described? | Honest listing location, local tips in pre-arrival message |
| Value | Was it worth the price? | Competitive pricing, exceeding expectations on amenities |
Here is the thing most hosts do not realize. The overall star rating that shows on your profile is NOT the average of these 6 scores. Airbnb asks for the overall rating as a separate question at the very beginning of the review. So a guest could give you 5 stars in 5 categories and 2 stars in communication, but then also pick 4 stars as their overall rating. The two numbers do not have to match.
We had a guest give us 5 stars on everything except communication, where we got a 2-star score. We had a team member that week who was doing a bad job responding to messages. The weighted average of the 6 categories came out to about 4 stars. But the guest also said it was a 3-star experience in the "describe your trip" section. The overall rating Airbnb displayed? 4 stars, not 3.
The takeaway: communication is the one category you can fully control with templates and fast response times. Do not let a slow reply drag down an otherwise perfect stay. The way Airbnb calculates reviews has been a little unfair in our experience, so protect yourself on the things you can control.
Communication is the only category out of 6 that templates fully solve. Cleanliness requires a good cleaning crew. Accuracy requires honest photos. Location is fixed. Value is about pricing. But communication? That is 100% in your hands. Set up the 5 templates in this guide, automate them, and you will never lose stars on communication again.
Template 1: Booking Confirmation
When to send: Immediately after a booking is confirmed.
Purpose: Confirm the booking, thank the guest, set expectations for what comes next.
Hi [GUEST_NAME],
Thank you for booking [PROPERTY_NAME]! We are excited to have you stay with us from [CHECK_IN_DATE] to [CHECK_OUT_DATE].
Here is what to expect next:
• About 3 days before your arrival, you will receive a pre-arrival message with directions and parking details.
• The day before check-in, you will receive your door code and full check-in instructions.
• Check-in is [CHECK_IN_TIME]. If you need an early or late check-in, message me and I will do my best to make it work.
If you have any questions in the meantime, just message me here. Looking forward to your stay!
[HOST_NAME]
This message does three things. It tells the guest they made the right choice, which calms any post-booking nerves. It sets a clear timeline so they know what is coming. And it opens communication without dumping a wall of info on them. Keep it short. Remember, Airbnb's review system checks for "quick response time" and "amazing hospitality." An instant confirmation after booking covers both.
Template 2: Pre-Arrival Instructions (3 Days Before)
When to send: 3 days before check-in.
Purpose: Directions, parking, neighborhood overview, and local tips. This message reduces last-minute questions on arrival day.
Remember the 7-factor hospitality checklist from the review screenshots? Factor #7 is "local tips from the host." This is the template where you deliver that. Include 2-3 genuine restaurant or activity picks. Not a generic tourist list. Give them the places you actually go to. Guests notice the difference, and it shows up in your reviews.
Hi [GUEST_NAME],
Your stay at [PROPERTY_NAME] is coming up in 3 days! Here are the details you will need for a smooth arrival:
Address: [FULL_ADDRESS]
Parking: [PARKING_DETAILS, e.g. dedicated space, street parking, garage]
Nearest grocery: [STORE_NAME] is [X] minutes away at [ADDRESS].
My local picks:
• [RESTAURANT 1]: Best [CUISINE TYPE] in the area. Get the [SPECIFIC DISH].
• [RESTAURANT 2]: Great for [OCCASION]. About [X] minutes from the property.
• [ACTIVITY/ATTRACTION]: [SHORT DESCRIPTION]. Perfect if you want to [REASON].
You will receive your door code and full check-in instructions tomorrow. If you have any questions before then, just reply here.
[HOST_NAME]
When Airbnb asks your guest "Did the host provide local tips?", you want them checking that box. Generic recommendations like "visit downtown" do not count. Be specific. Name the restaurant. Name the dish. Give a reason. This turns a boring template into a message guests actually appreciate, and it directly maps to one of the 7 factors Airbnb uses to evaluate you.
Template 3: Check-In Day Instructions
When to send: Day of check-in, 1-2 hours before check-in time.
Purpose: Deliver door code, full property instructions, and contact information for issues.
This is the message that covers "Check-In" in the 6 rating categories. A smooth, clear check-in message means 5 stars in that category. A confusing one, or one that arrives late, loses you stars on both check-in and communication.
Also think about factor #4 from the 7-factor checklist: "thoughtful touches." Your template cannot put fresh flowers on the counter. But it can mention them. If you leave a welcome gift, call it out in this message. Something like: "There is a small welcome gift on the kitchen counter for you." It sets the tone before they even walk through the door.
Hi [GUEST_NAME],
Today is the day! Here is everything you need to get into [PROPERTY_NAME]:
Door code: [DOOR_CODE]. Enter the code on the keypad and turn the handle.
WiFi name: [WIFI_NAME]
WiFi password: [WIFI_PASSWORD]
Quick property notes:
• [PROPERTY-SPECIFIC TIP 1, e.g. The AC remote is on the nightstand]
• [PROPERTY-SPECIFIC TIP 2, e.g. Extra towels are in the hallway closet]
• [PROPERTY-SPECIFIC TIP 3, e.g. There is a small welcome basket on the kitchen counter for you]
If anything comes up: Message me here and I will respond right away. For urgent issues, you can also reach me at [PHONE_OR_CONTACT].
Enjoy your stay!
[HOST_NAME]
A bottle of wine, a bag of local coffee, a few candy bars, or even fresh flowers. It does not have to be expensive. It just has to be there. Airbnb specifically asks guests about "thoughtful touches," and a small welcome gift is the easiest way to check that box. Mention it in the check-in message so the guest looks for it when they arrive. The surprise turns into a moment, and that moment turns into a 5-star review.
Template 4: Checkout Reminder
When to send: Morning of checkout day.
Purpose: Remind guests of checkout time and tasks. This keeps your turnover on schedule and protects your cleaning crew's time.
Hi [GUEST_NAME],
Hope you had a great stay! Just a friendly reminder that checkout is at [CHECKOUT_TIME] today.
Before you go:
• Leave the key/access card on the [LOCATION].
• [ANY CHECKOUT TASK, e.g. Start a load of towels in the washer]
• [THERMOSTAT INSTRUCTION, e.g. Set the thermostat to 72 degrees]
If you need a little extra time past [CHECKOUT_TIME], message me and I will check if the schedule allows it. Thanks for staying with us!
[HOST_NAME]
Most guests appreciate a gentle reminder. It keeps things smooth for you, your cleaners, and the next guest. The offer to extend checkout time costs you nothing in most cases (just check your calendar), and it creates a positive last impression before the guest sits down to write their review.
Template 5: Review Request (Highest ROI Message)
When to send: Within 24 hours after checkout.
Purpose: Request a review while the experience is fresh. This is the most neglected and highest-return message in the entire sequence.
Now that you know Airbnb asks guests 9 specific things, you understand why the review request matters so much. Every guest who checks out will get that review prompt from Airbnb. Some fill it out. Many do not. Your job is to nudge them before the memory fades.
This is especially important during slow seasons. I was on Facebook recently talking to other hosts and it seemed slow everywhere, not just in Dallas. When bookings are down, every single review counts more because the algorithm weights recent activity. Do not let a slow month also be a low-review month.
Hi [GUEST_NAME],
Thank you so much for staying at [PROPERTY_NAME]! It was a pleasure having you as a guest.
If you have a moment, we would genuinely appreciate an honest review on Airbnb. Reviews mean everything to small operators like us and help future guests know what to expect.
I have already left you a review. Hope to have you back!
[HOST_NAME]
Reviews left within 48 hours of checkout come in more often and tend to be more positive. When you tell the guest you already reviewed them, it creates a natural urge to return the favor. Always leave your guest review first, then send this message.
Here is the other reason this matters. Remember the 4-star story from my portfolio? A single bad score in communication dropped an otherwise 5-star stay to 4 stars. If that guest had never left a review at all, we would have avoided that hit. But you cannot control who reviews you. What you can control is making sure your happy guests are the ones most likely to follow through. The review request tips the balance in your favor.
- Leave your guest review first. Do this within a few hours of checkout.
- Send the review request 12-24 hours after checkout. Not immediately. Give the guest time to get home and settle in.
- During slow seasons, send it closer to 12 hours. Every review counts more when bookings are light.
- Never send a second review request. One nudge is enough. Two feels pushy.
Automating These Templates in Your PMS
Templates only work if you automate them. Sending them manually defeats the purpose. You will forget, you will be late, and your response time will suffer. Load them into a PMS and set trigger times.
In Hospitable, go to Automated Messages, create a new message, and set your trigger time for each template. In Hostfully, use the Guidebook Triggers feature. In Guesty, set up Auto-Messages under the Communication tab.
If you only use Airbnb (no PMS), go to Hosting Tools, then Scheduled Messages. You get up to 7 per booking, but only for that one platform. If you are on multiple platforms like Airbnb and Vrbo, you need a PMS to keep everything in one place.
| Template | Trigger Time | Review Factor It Covers |
|---|---|---|
| Booking Confirmation | Instantly on booking | Quick response time, hospitality |
| Pre-Arrival | 3 days before check-in | Local tips, accuracy |
| Check-In Day | 1-2 hours before check-in | Check-in ease, communication |
| Checkout Reminder | Morning of checkout | Communication, hospitality |
| Review Request | 12-24 hours after checkout | Review volume, algorithm boost |
Templates are the foundation. Sean's airbnb courses cover the complete guest experience system, from inquiry to review generation. Trusted by 5,000+ students in 76 countries.
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Common Questions About Airbnb Guest Communication
Should I personalize automated messages?
Yes. Use the guest's name, property name, check-in time, and property-specific details. This creates the feel of a personal message while running automatically. Generic templates without personalization feel impersonal and generate fewer reviews.
How do I handle negative guest messages?
Respond promptly and professionally. Acknowledge the issue, explain what you are doing to resolve it, and follow through. Never argue or get defensive. Every message you send can influence the guest's review. If an issue is legitimate, fix it first and explain after.
Can guests tell when messages are automated?
With good templates, no. Personalization and a warm, professional tone prevent the automated feel. Avoid robotic phrasing. Write your templates the way you would speak to a guest in person, then let automation send them on schedule.
When should I send the door code?
Send the door code on the day of check-in, not days earlier. Sending it 2-3 days early creates a security risk. Guests receive it close to when they need it, so it is fresh and easy to remember. Include it in the check-in day message triggered 1-2 hours before check-in time.
How is my overall Airbnb star rating calculated?
Airbnb asks guests to rate 6 categories: Cleanliness, Accuracy, Check-In, Communication, Location, and Value. But the overall star rating guests see on your profile is a separate question. Airbnb asks for it at the very start of the review, before the 6 categories. It is not simply the average of those 6 scores. That means one low score in a single category like communication can drag down the whole review, even if the other 5 categories are perfect.
What are the minimum supplies Airbnb expects every host to provide?
Airbnb checks through the guest review process that every property has linens, one pillow per guest, soap, toilet paper, and at least one towel per guest. These are non-negotiable. If a guest reports that any of these were missing, it can trigger a review flag. Go beyond the minimums by stocking extras and you will never have to worry about this step.
Sources
- Airbnb Host Resource Center: Communication — airbnb.com
- Hospitable Automated Messaging Guide 2026 — hospitable.com
- Airbnb Newsroom — news.airbnb.com
- Hostfully Guidebook and Messaging Features — hostfully.com
- Guesty Auto-Messages Documentation — guesty.com
