5 Guest Communication Scripts Every Airbnb Host Needs to Earn 5-Star Reviews
- Lakewood Vacations
- Mar 30
- 4 min read
If you've been hosting for any length of time, you know the feeling. A guest messages you an hour before check-in with a question you've answered a hundred times. Or they leave a four-star review mentioning they didn't know about something you were sure you'd covered. It happens to almost every host at some point — and it's frustrating every single time.
Nine times out of ten, it comes down to communication. Not whether you communicated — but when, and how it felt to receive.
After working with short-term rental hosts across dozens of markets, I've found that the gap between a four-star and a five-star experience almost never comes down to the property itself. It comes down to five key touchpoints in the guest journey. Here are the scripts you can start using today.
1. The Booking Confirmation Message
When to send: Within 1 hour of a confirmed booking.
Most guests book multiple properties and are quietly comparing their experiences from the moment they hit Reserve. A warm, fast response immediately sets you apart — before the guest has even packed a bag.
Script:
Hi [Guest Name]! Thanks so much for booking — we're thrilled to have you at [Property Name] from [Check-in Date] to [Check-out Date]. I'll send over your full check-in details a few days before your arrival, so keep an eye out for that. In the meantime, please don't hesitate to reach out with any questions — I'm always happy to help. Looking forward to welcoming you! — [Your Name]
Why it works: The goal here isn't to overwhelm — it's to reassure. Guests want to know they've booked with someone attentive and organized. This message delivers that in under 60 seconds.
2. The Pre-Arrival Message
When to send: 2–3 days before check-in.
This is the most important message in your entire hosting workflow. A well-organized pre-arrival message dramatically reduces day-of questions, prevents confusion at check-in, and sets the tone for the whole stay. Send it too early and it gets buried in the inbox. Send it two or three days out and it lands right when guests are starting to think about their trip.
Script:
Hi [Guest Name]! Your stay at [Property Name] is just around the corner — we're getting everything ready for you. Check-in is at [Time] at [Address]. Your access code is [Code]. WiFi: Network [Name] / Password [Password]. Parking: [Instructions]. You'll find a full house guide inside with everything you need. Feel free to message me anytime — I typically respond within [X minutes/hours]. Safe travels! — [Your Name]
Why it works: Guests who arrive prepared arrive relaxed. And relaxed guests are generous guests when review time comes.
3. The Day-of Check-In Message
When to send: Morning of check-in day.
Short, warm, and timely — that's all this one needs to be. Its job isn't to share more information; it's to signal that you're present and excited about their arrival. Think of it as the hosting version of opening the front door with a smile.
Script:
Good morning, [Guest Name]! Today's the day — check-in is available from [Time]. Everything is fresh and ready for you at [Property Name]. Reach out once you've settled in and let me know if there's anything you need. Enjoy your stay! — [Your Name]
Why it works: A little anticipation goes a long way. This message makes guests feel like they're arriving somewhere special — not just checking into another rental.
4. The Mid-Stay Check-In Message
When to send: Morning of Day 2.
This is the message most hosts skip — and it's often the one that makes the biggest difference. A quick mid-stay check-in does two things: it catches small issues before they turn into review material, and it shows guests that you genuinely care about their experience, not just the booking confirmation.
Script:
Hi [Guest Name]! Hope you had a great first night at [Property Name]. Just checking in to make sure everything is comfortable and to your liking. Is there anything I can do to make your stay even better? Happy to share local restaurant picks, activity ideas, or anything else you need. Enjoy [Area]! — [Your Name]
Why it works: Guests who feel cared for mid-stay are significantly more likely to leave a glowing review. Think of this message as your best insurance policy against the silent, dissatisfied guest.
5. The Checkout & Review Request Message
When to send: Morning of checkout day.
This message does double duty. It handles checkout logistics and plants the seed for a review at exactly the right moment — when the experience is still fresh, the feeling is still warm, and the guest hasn't yet been swept back into regular life.
Script:
Good morning, [Guest Name]! We hope you had a wonderful stay at [Property Name]. Just a reminder that checkout is by [Time] — simply [leave the key in the lockbox / lock the door behind you] when you're ready. It was such a pleasure hosting you! If you enjoyed your stay, we'd be so grateful if you took a moment to leave us a review on Airbnb — your words mean the world to us and help other travelers find a great place to stay. Wishing you safe travels wherever you're headed next! — [Your Name]
Why it works: Guests are most likely to leave a review within 24 hours of checkout. This message meets them at exactly that window — grateful, warm, and with a clear and natural nudge.
The Bottom Line
Great hosting communication isn't about saying more — it's about saying the right thing at the right time. These five messages, sent consistently across every booking, can meaningfully lift your review scores, reduce repetitive guest questions, and make your property feel like the kind of place people tell their friends about.
At Lakewood Vacations, guest experience and communication strategy are at the heart of everything we do. Whether you're just getting started or you're ready to systemize a growing portfolio of properties, we'd love to help you build a guest journey that earns five stars every time. Reach out — we're here.
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