Welcome message: a practical template for guests
A well-written welcome message reduces uncertainty before arrival and stops important details from being lost across several conversations. It does not need to be long. It needs to tell the guest what happens next and where to find the details.
The best time to send it depends on your operation, but guests should receive it early enough to plan. Use the digital guide as the single source for instructions, so you do not need to update copied text for every reservation.
If guests enter without in-person reception, organize the self check-in steps first. The message should point to that source, not try to replace the guide.
What to include
A good Airbnb welcome message covers five points:
- A greeting using the guest's name
- Confirmation of dates and check-in time
- A link to the property's digital guide
- A quick summary of what the guide contains
- A channel for urgent questions
Do not put every rule and instruction in the message itself. It makes the message tiring to read and creates a risk that an update lives in the guide but not in the chat, or the other way around.
Welcome-message template
Adapt the text in brackets for your stay:
Hi, [guest name]! We look forward to welcoming you to [property name] from [arrival date] to [departure date]. Check-in is available from [time].
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We prepared this guide with the address, arrival instructions, access, Wi-Fi, house rules, and local recommendations: [guide link].
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Please save the link for your stay. If you have an urgent question on arrival, contact us through [contact channel]. See you soon!
This is welcoming without promising availability you cannot maintain. If there is an essential requirement, such as registering with reception, mention it after the check-in time and keep the step-by-step process in the guide.
When to send the link again
Send it again in a short reminder the day before or on arrival day, especially for reservations made far in advance. You can keep it simple:
Hi, [guest name]! A reminder that check-in at [property name] begins at [time]. Here is the guide again with arrival and access instructions: [guide link]. Safe travels!
At the property, also display the QR code for the same guide. The link helps before arrival; the QR code saves guests from searching old messages when they need Wi-Fi or a quick instruction.
Review before you automate
If you use scheduled messages, regularly check their times, contact details, and links. Automation should never replace information that changed at the property. A digital guide makes that review simpler: its link stays the same while its contents can be updated in one place.
What is the best time to send it?
Send the first message after the booking is confirmed and a reminder between the day before arrival and check-in morning. Adjust the timing to your process and platform rules. What matters is that guests receive the address, time, and access details before they begin travelling.
Before scheduling the message, run the property preparation checklist. After arrival, display the QR code for the same guide for quick reference.