Managing guest messages for your property, no matter if it’s on Airbnb, Booking.com, TripAdvisor or otherwise, means answering the same questions dozens of times each week, check-in instructions, Wi-Fi passwords, house rules, checkout procedures. Like us, most hosts could spend hours each week writing variations of identical messages to different guests.
Automation handles this kind of repetitive communications for you by sending pre-defined messages at specific times or when certain events occur, like a new booking or an upcoming check-in is approaching.
In this guide, we walk you through which messages to automate, how to set up your system step-by-step, and which tools work best for different hosting situations.
Let’s begin.
So Why Automate Guest Communication
Automating guest communication means using software to send pre-written messages to your Airbnb guests at specific times or when certain events happen, like a new booking or an upcoming check-in. You can set this up through Airbnb’s built-in Scheduled Messages feature, or you can use a property management system (PMS) that connects to your Airbnb account and offers more advanced options like AI-powered responses.
The basic idea is simple: you write the message once, set when it goes out, and the system handles the rest. Instead of typing “Here’s the Wi-Fi password” twenty times a month, you create one template that automatically sends to each guest upon check-in day. This works especially well if you manage multiple properties since the volume of repetitive messages can add up quickly.
Automation also affects how Airbnb ranks your listing. The platform prioritizes hosts who respond quickly to inquiries and maintain consistent communication with guests. Automated messages mean you never miss a critical touchpoint, even when you’re traveling or coordinating property repairs.
Save Time on Repetitive Tasks
Most of what you tell guests follows the same pattern. You send booking confirmations, check-in details, house rules, and checkout instructions to nearly everyone who stays at your property. Writing these messages individually eats up hours each week—time you could spend optimizing your listing or managing maintenance issues.
Once you set up your message templates and triggers, the system runs in the background without daily attention. You’re not chained to your inbox anymore.
Respond Faster and Earn Better Reviews
Airbnb guests expect quick responses, particularly during booking and around check-in time. Hosts who respond within an hour are more likely to secure bookings. Yet manually checking your inbox every hour isn’t realistic for most property owners.
Automated messages can acknowledge inquiries at 2 AM or send check-in instructions exactly when guests need them. This responsiveness shows up in reviews—guests consistently mention communication quality in their feedback. Better reviews improve your search ranking and attract more bookings.
Deliver Consistent Guest Experiences
When you’re manually writing messages for each guest, some details slip through the cracks. You might forget to mention parking to one guest or overlook quiet hours with another. These gaps create confusion and occasionally negative reviews.
Automation ensures every guest gets the same thorough information at the right moment. Guests feel better informed and supported throughout their stay, which translates to higher satisfaction scores.
Best Times To Schedule Messages
The guest journey runs from the first inquiry about your property through the review they leave after checkout. Each stage offers opportunities for automated communication that improves the experience while cutting down your workload.
Knowing what happens at each stage helps you figure out which messages to automate and when to send them. The goal is providing timely, relevant information that anticipates what guests need without flooding their inbox.
Pre-Arrival and Check-In Instructions
A pre-arrival message sent 2-3 days before check-in serves as a helpful reminder and opens the door for last-minute questions. This is when you confirm their arrival time, provide directions to the property, and share relevant information about parking or public transportation in Prague.
Check-in instructions are probably the most critical automated message. Sent up to three days before arrival, this message includes the specific details guests need to access your property: name of door bell, lockbox locations, or key pickup arrangements. It’s also good practice to include Wi-Fi credentials.
During the Stay
A mid-stay check-in message, sent 1-2 days after arrival, shows you’re paying attention and gives guests a chance to report issues while there’s still time to fix them. This proactive approach often prevents small problems from turning into negative reviews.
Keep this message brief, you’re simply asking if everything is comfortable and reminding guests how to reach you. Most guests appreciate knowing you’re available without feeling like you’re hovering.
Check-Out and Post-Stay Follow-Up
A check-out reminder sent the evening before departure helps guests prepare to leave and reduces late checkouts. This message includes departure instructions, checkout time, and any specific requests like taking out trash or how to return keys.
After checkout, a thank-you message maintains goodwill and creates a natural opening to request a review. Since reviews significantly impact your listing’s visibility, this final automated message plays an important role in your Airbnb performance.