How to Handle Late Check-Ins
- 29 July 2025
- Blog
Late check-ins can make or break a guest’s first impression. Whether they arrive at 6pm or 2am, tired and lost travellers don’t... Read More
Smart hosts know that great guest communication isn’t about sending more messages—it’s about sending the right ones. Whether it’s a quick confirmation or a detailed check-in guide, your tone and timing matter more than you think. Guests want to feel informed, welcomed and respected before they even arrive.
The difference between a five-star review and a three-star complaint often comes down to how you handle small moments. A late reply, a confusing message or an impersonal tone can throw off the whole experience. On the flip side, a clear, friendly message builds trust, sets expectations and encourages repeat bookings.
That’s why experienced hosts and professional Airbnb property management services rely on proven communication strategies—not guesswork. This guide breaks down what to say, when to say it and how to say it in a way that gets real results.
Your first message sets the tone for the entire stay. Whether it’s a response to a booking request or a welcome after instant booking, your guest wants two things: confirmation and confidence.
Here’s what to include in your first message:
Avoid robotic language or unnecessary policies in this first message. The goal is to make guests feel they’re dealing with a real human—not an automated system.
One host in the Gold Coast switched to a casual, upbeat first message with just three key lines. Their booking acceptance rate went up by 12% over the next 30 days. Simple changes make a difference.
Templates help—but they also need personality. That’s why communication strategies for Gold Coast holiday rental managers now focus on flexible frameworks that sound natural, not scripted.
Nothing frustrates guests more than vague or delayed check-in instructions. These messages should be sent one or two days before arrival—never at the last minute. And they should answer every question before it’s asked.
A solid check-in message includes:
Include photos if anything is confusing. For instance, if there’s a tricky driveway or the keybox is hidden behind a gate, show it.
In Brisbane, one host added a quick how-to video link for their smart lock. Their late-night arrivals stopped calling at 11pm. Instead of explaining the system ten times a month, they automated peace of mind.
The most effective check-in comms are practical and brief—something many hosts discover after figuring out how to effectively communicate with guests in Brisbane.
Guests don’t always reach out when they have a problem. A short mid-stay message gives them a chance to flag issues before they end up in a review.
Send this message around the second day of the stay:
“Hi [First Name], just checking in to make sure everything’s going smoothly. Let me know if you need anything or if I can help make your stay better!”
That one simple text shows care, without hovering. It encourages feedback and gives you time to fix things before it’s too late.
In Noosa, a host received an early heads-up that the hot water wasn’t working properly. They arranged a quick repair that same afternoon. The guest mentioned the fast fix as a highlight in their review.
Even if nothing’s wrong, these mid-stay messages make you stand out—just like the ones found in this Noosa Airbnb guest communication guide.
Automation saves time—but not at the cost of warmth. Tools like Guesty or Hospitable can automate messages for booking confirmations, check-ins and reminders. Just make sure your templates don’t read like a machine wrote them.
Avoid:
Instead, customise key parts:
This blend of automation and personalisation is what makes professional hosting sustainable—especially when you’re managing multiple listings.
The check-out message is your last chance to leave a good impression—and ask for a review. Timing is key. Send this message the morning of departure or just after check-out.
Good check-out messages include:
One Brisbane host found that adding a personal note (“Glad you enjoyed the local bakery!”) increased their review rate by 22%.
If you’ve delivered a great stay, don’t be afraid to ask. Guests understand how reviews help. Just keep it short and sweet.
Some guests like chatty hosts. Others want privacy. Part of good communication is recognising tone from the start and adapting to it. If a guest replies with emojis and questions, you can mirror that style. If they’re short and formal, match their pace and keep it tight.
This doesn’t mean changing your brand voice entirely—but it does mean reading the room.
It also helps with conflict management. If a guest is upset, your tone should shift to calm, helpful and solution-focused. A neutral tone can de-escalate even tricky situations.
Tone is one of the easiest ways to improve your guest experience—without spending a cent.
Even well-meaning hosts make errors in their guest communication. These mistakes often lead to confusion, delays or poor reviews.
Watch out for:
You’re aiming for that sweet spot: responsive, but not clingy. Friendly, but not fake. Structured, but still human.
And if your guests do run into problems, it pays to be prepared. Hosts who understand the most common Airbnb problems and how to solve them tend to bounce back faster and protect their ratings.
Here are three ready-to-send examples tailored for modern guest expectations.
1) How often should I message guests during their stay?
For short stays (2–5 nights), once before check-in, once during, and once after check-out is usually enough. Longer bookings might need an extra touchpoint mid-stay or around weekly check-ins. Avoid over-messaging—guests don’t want to feel crowded. Think of each message as purposeful. If it doesn’t add value, skip it.
2) What’s the best way to handle late-night guest messages?
Set expectations early. In your welcome guide or intro message, include your communication hours—e.g. “We’re available for urgent issues anytime, and all other questions from 8am to 8pm.” For emergencies, always reply ASAP. For non-urgent requests that come in at midnight, a quick automated reply helps: “Got your message—thanks! I’ll respond first thing in the morning.” Most guests are understanding if they feel heard.
3) Should I send all messages manually or use automation?
Use a mix. Automation is great for routine check-in details, reminders and farewells. Manual messages are better for replies, updates and anything requiring personal context. Try using templates that you customise slightly before sending—it saves time and keeps your tone consistent. As your hosting business grows, automation will become essential—but your guest won’t know the difference if you get it right.
4) What if guests don’t reply to messages?
Don’t panic. Some guests prefer minimal contact. If you’ve sent the essential info and they’ve checked in with no issues, you’ve done your job. However, if something is time-sensitive—like missing check-out—follow up with a polite reminder. After two messages with no reply, you can contact Airbnb support if needed. But in most cases, silence just means they’re enjoying their stay.
5) Can I ask for a review more than once?
You can, but it’s best to keep it subtle. A well-timed message at check-out usually does the job. If they haven’t reviewed after a week, a gentle follow-up like “Hope you made it home safe—thanks again for staying with us!” can be enough of a nudge. Avoid sounding desperate or pushy. One thoughtful message beats three reminders.
You don’t need to send a dozen messages to win five-star reviews—you just need to send the right ones. Smart, timely guest communication builds trust, solves problems before they happen and makes your property stand out in a sea of average stays.
The best part? You can set it up once and fine-tune over time. As expectations shift and guest habits evolve, strong messaging becomes one of your most reliable tools.
If you’re looking to simplify and scale this part of your hosting without dropping the ball, BNB Booking provides full-service support to help you manage every guest interaction smoothly. We bring experience, structure and a proven approach that turns good communication into great results.
Please call us today on 1300 421 029 to learn more or leave an enquiry and we will get back to you as soon as possible.