Airbnb Message Templates.

check out

After-departure thank you

Sent within 1 hour of guest checking out — soft close.

Last verified 2026-05-06

cancellation

Cancellation: guest-initiated, outside flexible window

Guest cancels after the flexible window. Acknowledge the platform's policy without being cold.

Last verified 2026-05-06

cancellation

Cancellation: guest-initiated, within flexible window

Guest cancels within the flexible-cancellation window. Gracious response.

Last verified 2026-05-06

cancellation

Cancellation: host-initiated, emergency

Host has to cancel due to emergency (plumbing failure, family situation).

Last verified 2026-05-06

check out

Check-out reminder + instructions

Sent the night before checkout to set expectations on departure tasks.

Last verified 2026-05-06

check in

Early check-in request response

Guest requesting to arrive before standard 4pm check-in.

Last verified 2026-05-06

check in

Late arrival accommodation

Guest arriving outside the standard check-in window.

Last verified 2026-05-06

check out

Late checkout request response

Guest asks to check out 1–3 hours past the standard time.

Last verified 2026-05-06

mid stay

Mid-stay check-in (low-touch)

Light-touch message 24 hours into a 3+ night stay.

Last verified 2026-05-06

mid stay

Mid-stay local recommendation request

Guest asks for restaurant / activity recommendations during their stay.

Last verified 2026-05-06

post checkout

Post-checkout direct rebook offer

Offer a direct-booking discount for a return stay (off-platform).

Last verified 2026-05-06

post checkout

Post-checkout thank you (longer form)

24–48 hours after checkout. Establishes goodwill before review request.

Last verified 2026-05-06

pre arrival

Pre-arrival confirmation

Confirm reservation 5–7 days before arrival; set expectations for check-in flow.

Last verified 2026-05-06

pre arrival

Pre-arrival directions and arrival window

Send detailed driving directions plus parking/arrival window 24–48 hours before check-in.

Last verified 2026-05-06

pre arrival

Pre-arrival grocery / supply question response

Guest asks what's stocked vs what they should bring.

Last verified 2026-05-06

problem resolution

Problem resolution: amenity broken (escalation)

Major amenity (hot tub, AC, hot water) breaks during stay.

Last verified 2026-05-06

problem resolution

Problem resolution: broken item, no charge

Guest reports breaking something minor (glass, mug). Reassure them no charge.

Last verified 2026-05-06

problem resolution

Problem resolution: neighbor noise complaint

Neighbor complains about guest noise; address the guest directly.

Last verified 2026-05-06

repeat guest

Repeat guest — block-date / direct booking inquiry

Repeat guest asks if they can book the property for a block of dates directly.

Last verified 2026-05-06

repeat guest

Repeat guest — welcome back

Guest who has stayed before is booking again. Acknowledge it; small upgrade.

Last verified 2026-05-06

review request

Review request — after guest sent positive private feedback

Guest privately said the stay was great; convert that into a public review.

Last verified 2026-05-06

review request

Review request — soft, low-pressure

Lightweight review nudge sent 2–3 days post-checkout. Reads as gratitude, not solicitation.

Last verified 2026-05-06

check in

Self check-in instructions

Day-of-arrival self check-in code + door instructions.

Last verified 2026-05-06

special occasion

Special occasion: anniversary

Guest mentions an anniversary in booking notes; acknowledge with a small gesture.

Last verified 2026-05-06

special occasion

Special occasion: birthday

Guest is celebrating a birthday during their stay.

Last verified 2026-05-06

special occasion

Special occasion: honeymoon

Guests mention they're on their honeymoon.

Last verified 2026-05-06