The check-in message you send before a guest arrives sets the tone for the entire stay. It’s often the first real interaction you have beyond the booking confirmation — and it’s your best opportunity to make guests feel genuinely welcomed and prepared, not processed.
When to send it
The day before arrival is the right timing. Earlier and guests might not have the headspace for it yet. The morning of check-in is too late for anyone travelling or making plans. The night before, when guests are packing or finalising their travel, is when this message is most useful.
What to include
A good pre-arrival message contains exactly three things:
- The access code or key instructions — stated clearly and first, so guests don’t have to hunt for it
- The address confirmed — especially useful if the listing has a slightly different format, or if GPS sometimes routes to the wrong street
- A link to the guest guide — frame it as a resource, not a requirement: “Everything else you’d need is in your guide”
What to leave out
Don’t include a list of rules in the check-in message. Don’t repeat your entire check-out policy. Don’t ask them to confirm they’ve read the house rules. The booking confirmation covered the essentials; this message is about the practical detail of arriving. Keep it warm and functional.
Tone that works
Write it as you’d speak to a guest you’re handing keys to in person. Direct but warm. No corporate sign-offs, no “please do not hesitate to contact us.” Something like:
“Hi [Name], looking forward to your stay! Your access code is 4821 — the lockbox is on the left post of the front gate. The address is [address]. Your guest guide has everything else you’d need: [link]. Message me if anything comes up. Have a great trip!”
Automate it, then personalise it
If you manage multiple properties, a message template is a practical necessity. But wherever possible, add one specific, personalised line — a note about weather, a local event that weekend, or something relevant to their stay length. It takes 20 seconds and makes the message feel human rather than automated.
A well-written check-in message means guests arrive with confidence. That’s the foundation of a five-star stay.