Clear, timely, and professional communication with guests is key for delivering positive experiences and dealing with a wide range of situations efficiently. Here is a guide of some ready-to-use message templates for responding to common guest scenarios, complete with the conditions that you would need in order to trigger the message to send.
Upsell requests that require host approval
1. Early check-in request pending
WHEN - Guest requests an upsell that requires approval for ‘Early Check-In’ (or the equivalent upsell, depending on how it’s named in your set-up)
ONLY IF - N/A
THEN - Click on 'Add Action' to select the messaging method of your preference
Subject (if you chose email) - Early Check-In Request at <listing_name> – Pending Confirmation
Body or Message Text -
Hi <guest_first_name>,
Thanks for your request for early check-in! We’re happy to try and accommodate this. We just need to confirm the schedule with our cleaning team. We’ll get back to you as soon as possible.
Let us know if you have any other questions.
Best,
<assigned_to>
2. Late check-out request pending
WHEN - Guest requests an upsell that requires approval for ‘Late Check-Out’ (or the equivalent upsell, depending on how it’s named in your set-up)
ONLY IF - Click on 'Add Action' to select the messaging method of your preference
THEN -
Subject (if you chose email) - Late Check-Out at <listing_name> – Pending Confirmation
Body or Message Text -
Hi <guest_first_name>,
Thanks for reaching out! Late check-outs are possible depending on availability. We’re checking if we can extend your stay. We’ll confirm as soon as we hear back from our operations team.
Thanks for your patience!
Warm regards,
<assigned_to>
3. Upsell request pending
WHEN - Guest requests an upsell that requires approval for ‘custom_upsell’
ONLY IF - Purchased Product Names is one of (select the name of the upsell that you would like to send out a pending approval message for)
THEN - Click on 'Add Action' to select the messaging method of your preference
Subject (if you chose email) - Your <guest_purchased_product_names> Request at <listing_name> – Pending Confirmation
Body or Message Text -
Hi <guest_first_name>,
Thanks for requesting <guest_purchased_product_names>. We’re checking availability and will confirm shortly.
Let us know if you have any other needs before your stay!
Cheers,
<assigned_to>
Approved upsell requests
1. Early check-in request approved
WHEN - Host approves a guest upsell purchase for ‘Early Check-In’ (or the equivalent upsell, depending on how it’s named in your set-up)
ONLY IF - N/A
THEN - Click on 'Add Action' to select the messaging method of your preference
Subject (if you chose email) - Early Check-In Confirmed for <listing_name>!
Body or Message Text -
Hi <guest_first_name>,
Great news — your early check-in request has been approved! You can now check in at <checkin_time> on <checkin_date>.
We’ve updated everything on our end, so you’re all set. If you have any questions or need anything before you arrive, don’t hesitate to reach out.
Looking forward to hosting you!
Best,
<assigned_to>
2. Late check-out request approved
WHEN - Host approves a guest upsell purchase for ‘ Late Check-Out’(or the equivalent upsell, depending on how it’s named in your set-up).
ONLY IF - N/A
THEN - Click on 'Add Action' to select the messaging method of your preference
Subject (if you chose email) - Late Check-Out Confirmed for Your Stay at <listing_name>!
Body or Message Text -
Hi <guest_first_name>,
Great news — your late check-out request has been approved! You can now check-out at <checkout_time> on <checkout_date>, so you’re all set to relax a bit longer.
Safe travels when the time comes, and don’t hesitate to reach out if you need anything else.
Best,
<assigned_to>
3. Upsell request approved
WHEN - Host approves a guest upsell purchase for ‘custom_upsell’
ONLY IF - Purchased Product Names is one of (select the name of the upsell that you would like to send out an approved upsell message for)
THEN - Click on 'Add Action' to select the messaging method of your preference
Subject (if you chose email) - Your <guest_purchased_product_names> Has Been Confirmed at <listing_name>!
Body or Message Text -
Hi <guest_first_name>
Thanks again for your request — we’ve confirmed <guest_purchased_product_names> for your stay!
We hope this makes your stay even more comfortable. Let us know if there’s anything else we can do!
Warmly,
<assigned_to>
Denied upsell requests
1. Early check-in request denied
WHEN - Host denies a guest upsell purchase for ‘Early Check-In’ (or the equivalent upsell, depending on how it’s named in your set-up)
ONLY IF - N/A
THEN - Click on 'Add Action' to select the messaging method of your preference
Subject (if you chose email) - Early Check-In Request for <listing_name>
Body or Message Text -
Hi <guest_first_name>,
Thanks for your request for early check-in at <listing_name>. Unfortunately, we’re unable to accommodate an early check-in on <checkin_date> due to scheduling and preparation needs.
Your regular check-in time remains at <checkin_time>, and we’ll make sure everything is perfect for your arrival.
We appreciate your understanding and look forward to welcoming you soon!
Warm regards,
<assigned_to>
2. Late check-out request denied
WHEN - Host denies a guest upsell purchase for ‘Late Check-Out’(or the equivalent upsell, depending on how it’s named in your set-up)
ONLY IF - N/A
THEN - Click on 'Add Action' to select the messaging method of your preference
Subject (if you chose email) - Late Check-Out Request for <listing_name>
Body or Message Text -
Hi <guest_first_name>,
Thanks for your request for early check-in at <listing_name>. We’d love to accommodate your request, but due to upcoming guests, we’re unable to offer a late checkout for your reservation on <checkout_date>. Standard checkout remains at <checkout_time>.
We hope you’ve had a great stay, and let us know if you need help with anything else before departure!
Best,
<assigned_to>
3. Upsell request denied
WHEN - Host denies a guest upsell purchase for ‘custom_upsell’
ONLY IF - Purchased Product Names is one of (select the name of the upsell that you would like to send out a denied upsell message for)
THEN - Click on 'Add Action' to select the messaging method of your preference
Subject (if you chose email) - <guest_purchased_product_names> Request for <listing_name>
Body or Message Text -
Hi <guest_first_name>,
Thanks for your message and your interest in <guest_purchased_product_names>! Unfortunately, we’re not able to accommodate this particular request at the moment. If there’s anything else we can assist you with, please don’t hesitate to ask — we’re happy to help make your stay great in any way we can.
Thanks for your understanding!
Warm regards,
<assigned_to>
Upsells suggestions
1. Early check-in suggestion
WHEN - 3 days before Guest checks in
ONLY IF - Purchased Product Names does not contain Early Check-In (or the equivalent upsell, depending on how it’s named in your set-up)
THEN - Click on 'Add Action' to select the messaging method of your preference
Subject (if you chose email) - Want to Start Your Stay Sooner?
Body or Message Text -
Hey <guest_first_name>,
We're looking forward to hosting you soon at <listing_name>! If you're hoping to make the most of your time here, we offer the option to check in early (subject to availability).
Early check-in gives you a head start to relax, settle in, and enjoy the space without waiting. If you're interested, just open the link below and follow the steps to arrange for an early check-in.
<keycard_link>
See you soon!
<assigned_to>
2. Late check-out and extra night suggestion
WHEN - 1 day before Guest checks out
ONLY IF - Purchased Product Names does not contain Late Check-Out or Extra Night (or the equivalent upsells, depending on how it’s named in your set-up)
THEN - Click on 'Add Action' to select the messaging method of your preference
Subject (if you chose email) - Want a Little More Time to Relax?
Body or Message Text -
Hey <guest_first_name>,
We hope you're enjoying your stay at <listing_name>! If you're not quite ready to leave yet, we have options to extend your time here.
You can:
Add a late check-out for a slower, stress-free departure
Book an extra night if you'd like to stay longer
These options are subject to availability, and can be requested through the link below!
<keycard_code>
Best,
<assigned_to>
Verification messages
1. Incomplete verification
WHEN - 2 days before Guest checks in (or at any time leading up to check-in that you would like to send a verification reminder to guests)
ONLY IF - Booking Tags does not contain Verified
THEN - Click on 'Add Action' to select the messaging method of your preference
Subject (if you chose email) - Action Needed Before Your Stay at <listing_name>
Body or Message Text -
Hi <guest_first_name>,
We’re looking forward to hosting you at <listing_name>! Just a quick reminder — you’ll need to complete your verification in your Boarding Pass to confirm your reservation and access your check-in details:
<keycard_link>
Please complete your verification as soon as possible before your stay starting on <checkin_date>.
If you need help, feel free to reach out. We’re happy to assist!
Thanks,
<assigned_to>
2. Flagged verification
WHEN - Guest is flagged for additional verification
ONLY IF - N/A
THEN - Click on 'Add Action' to select the messaging method of your preference
Subject (if you chose email) - We're Reviewing Your Info for Your Upcoming Stay at <listing_name>
Body or Message Text -
Hi <guest_first_name>,
Thanks for sending over your information—we’ve received it and are currently reviewing it as part of our standard guest verification process.
This step helps us ensure a safe and enjoyable experience for all our guests and hosts. Once we’ve completed the review, we’ll notify you right away with an update on your booking status.
If you have any questions in the meantime, feel free to reach out. We appreciate your patience and look forward to hopefully welcoming you soon!
Warm regards,
<assigned_to>
3. Alerting your team about flagged verification
WHEN - Guest is flagged for additional verification
ONLY IF - N/A
THEN - Click on 'Add Action' to select the messaging method of your preference
Send to: Specific email addresses or specific phone numbers (add the email addresses or phone numbers of your team members who you would like to be alerted when a guest’s verification is flagged)
Subject (if you chose email) - Guest Verification Flagged for <guest_name> at <listing_name>
Body or Message Text - Heads up: the verification for guest <guest_name>, scheduled to check in at <listing_name> on <checkin_date>, has been flagged and needs to be reviewed.
4. Additional 3DS verification required
WHEN - Guest purchase requires 3DS verification
ONLY IF - N/A
THEN - Click on 'Add Action' to select the messaging method of your preference
Subject (if you chose email) - One More Step to Complete Your Booking
Body or Message Text -
Hi <guest_first_name>,
Thanks for choosing to stay with us! You're just one step away from securing your booking. To complete your reservation, please verify your payment through your bank’s 3D Secure (3DS) authentication process. This is a quick security check to ensure your payment is safe and secure.
Simply follow the link provided by your bank or card provider to approve the transaction. Once verified, your booking will be confirmed and a confirmation email will be sent right away.
If you run into any issues or have questions, feel free to contact us—we’re here to help!
Warm regards,
<assigned_to>
Refund and cancellation messages
1. Refund message
WHEN - Host refunds a guest purchase for ‘Any Product’
ONLY IF - N/A
THEN - Click on 'Add Action' to select the messaging method of your preference
Subject (if you chose email) - Your Refund Has Been Processed
Body or Message Text -
Hello <guest_first_name>,
We’ve processed a refund for the following service or product and it’s now on its way to your original payment method:
<guest_bill_title>
Please note that the time it takes for the funds to appear on your credit card can vary depending on your bank — typically within 5 to 10 business days.
If you have any questions or need anything else, feel free to reach out—we’re here to help!
Best,
<assigned_to>
2. Cancellation message
WHEN - Guest booking is cancelled
ONLY IF - N/A
THEN - Click on 'Add Action' to select the messaging method of your preference
Subject (if you chose email) - Your Booking Has Been Cancelled
Body or Message Text -
Hello <guest_first_name>,
Your cancellation at <listing_name> from <checkin_date> to <checkout_date> is confirmed. We’re sorry to see you go!
If you need to revisit your decision or discuss other options, we're eager to assist and find the best solution for you!
If a refund applies to your booking, it has been processed and should appear on your original payment method within 5–10 business days, depending on your bank or card provider.
We hope to host you in the future and deliver an exceptional experience. If you have any questions or if there’s anything we can help, don’t hesitate to reach out.
Wishing you all the best,
<assigned_to>
Now you have some ready-to-use message templates that are perfect for some of the most common scenarios you may encounter with guests. Feel free to customize these templates so they fit your specific needs, or leave them as is!