Airbnb Pre-Booking Message: Tips and Examples for STR Hosts

Key Takeaways

• A survey shows that most short-term rental guests receive minimal communication from their hosts but report higher satisfaction when they do, making pre-booking messages an easy and effective way to improve guest experiences.
• Your pre-booking message should ask questions, provide information, and make it clear to the guest that you're available to meet their needs.
• Customize your messages based on your specific property and target audience. Use our suggested templates for consistent communication.

The difference between a good guest experience and a great one often comes down to communication. 

However, a survey of more than 2,000 vacation rental guests by TouchStay revealed that 66% of guests received two or fewer messages from their hosts. That leaves more than a fifth of guests without the necessary information to make their stay exceptional. 

These statistics point to guest messaging as an underutilized best practice for short-term rental hosts and a relatively easy way for you to improve your hosting reputation. Many Airbnb hosts miss the chance to interact meaningfully with their guests before their stay begins. The pre-booking message offers you an excellent opportunity to create a positive impact on the guest experience.

Our strategic pre-booking messages can help you stand out, encourage positive reviews, and increase the likelihood of repeat bookings.

What Is a Pre-Booking Message?

An Airbnb pre-booking message is an automated response sent to guests as soon as they send a booking request. The message is designed for hosts to engage right away with potential guests, particularly via the Instant Book feature on Airbnb. 

This initial message serves as a platform for hosts to extend a warm welcome, introduce themselves, and offer crucial information about their property.

The pre-booking message is an important chance for hosts to get to know their guests and their reasons for traveling. It's an opportunity to initiate a conversation, introduce house rules, and establish clear expectations for the upcoming stay. Guests receive this message before making their final payment and it can play a crucial role in their decision-making process.

Key Elements of an Effective Pre-Booking Message

The message should be concise, yet informative enough to answer potential questions and reassure guests about their choice. This is often the first guest-host interaction and it sets the tone for the entire stay and contributes to the overall success of the rental. Here are the key elements to include:

Start with Gratitude

Begin your message by thanking the guest. This simple act of gratitude goes a long way in building rapport and making potential guests feel valued. A gracious start can set a positive tone for all of the interactions that follow.

Introduce Yourself

Make it personal. Introduce yourself in the message and share a bit about your background or why you love hosting. This personal touch helps in creating a connection and makes Airbnb guests feel more at ease.

Ask Relevant Questions

Inquire about why the guest is traveling and whether they have any special requirements. This demonstrates that you're an attentive host and helps you to tailor the guest experience to their needs.

Establish Clear Expectations

It’s essential to clearly communicate house rules and any other relevant information that guests may factor into their decision to complete their booking. Consider highlighting amenities and specific characteristics of your property such as quiet hours, parking availability, restrictions on group gatherings, etc. This part of the pre-booking message reduces the likelihood of misunderstandings and enhances the overall guest experience.

Highlight Your Property

Guests are more likely to confirm their booking if you mention a unique feature of the property. Remind the guest what differentiates your rental from other options in your area.

Use a Call to Action

Encourage future guests to ask questions or confirm details about their stay. This not only promotes open communication, but also keeps potential guests engaged and makes them more likely to complete their booking.

Incorporating these elements into your pre-booking message as an Airbnb host or STR property manager can significantly enhance guest communication. This approach makes guests feel welcomed and informed and lays the foundation for a positive review and a higher host rating.

Examples of Pre-Booking Messages

Example 1: The Warm and Personalized Approach

Dear [Guest's Name],

First, let me express my gratitude for considering our home for your stay in [City]. I personally love creating a haven for travelers and it fills me with joy to potentially add you to our community of guests. I’d love to hear the exciting plans you have for your trip, as well as your preferences and special needs - it helps me make your experience better! Please note, we do insist on no smoking indoors out of respect for all our guests. If you're a lover of [mention a unique feature of the property - could be a spa tub or a book collection], you've hit gold with us! I’d love to discuss more about your stay. Reach out anytime.

Here, the host comes across as warm, approachable, and genuinely interested in their guests' plans. This template may be the right fit for hosts who want to foster mutual respect and a sense of community.

Example 2: The Professional, All-Business Style

Dear [Guest's Name],

Thank you for shortlisting our property for your stay in [City]. I represent [Your Hosting Company or Profile], and we pride ourselves on providing top-notch hospitality to our guests. Could you let us know the purpose of your visit and if you have any specific requirements? Our professionally serviced property comes with [mention unique feature(s) of property] for your convenience. However, we uphold strict compliance with our house rules, including [mention a rule]. Feel free to reach out with any further questions or booking-related follow-up.

This message is suitable for hosts managing multiple properties or those who prefer a more professional communication style. It is formal, concise, and effectively conveys all of the necessary information.

Example 3: The Enthusiastic Local Guide Approach

Hi [Guest's Name],

It's great to see you consider our place for your stay in [City]. Hurray! I'm [Your Name] and love showcasing the best [City] has to offer to our guests. What are the major things you're excited to do during your trip? I have recommendations to match whatever your interests may be! Just a heads-up, we have a [mention a rule] to ensure all guests have a pleasant experience. Feel free to drop any questions or details you want to discuss about your stay in this chat!

This message is lively and written by a knowledgeable local who enjoys sharing insider tips with visitors. It's fun, engaging, and perfect for hosts who want to help their guests experience the city like a true insider.

Tailor Your Pre-Booking Message

It’s important to design your pre-booking message based on your property, communication style, and audience. 

For instance, a studio or one-bedroom apartment would attract individuals and couples with different preferences than a family or a large group of friends. You should also consider your location. If your property is located near a conference center or business district, chances are you'll receive guests who are visiting for work. You can use this information to determine what to feature in your pre-booking message and the language to use that will resonate with your target audience. 

If you ask about their reasons for traveling in your pre-booking message, pay attention to their answers. Take note of what amenities or other aspects of their stay are noted in guest reviews. You will gain insight into your ideal guest and identify the best aspects of your property to highlight in a personalized pre-booking message.

Overall, tailoring your pre-booking message can lead to higher booking rates and a greater degree of customer satisfaction.

Use a Pre-Booking Message Template

Most booking platforms, including Airbnb, have a pre-booking message feature allowing you to create a template and use it in automated messages. Automated messages provide consistency in your communication and save you valuable time. 

However, one size doesn't fit all, and it's pivotal to personalize each saved message to cater to the specific requirements of your potential guests. By efficiently using pre-booking templates, Airbnb hosts can streamline their process while still providing a personalized touch in every interaction.

Expand Your Short-Term Rental Guest Messaging Strategy

Dialing in your communication strategy doesn't stop at pre-booking messages. It should also encompass other guest messaging tools like check-in instructions, general guest communications during the stay, and post-stay feedback requests. 

The TouchStay survey showed guests who were contacted between 3-5 times during their stay felt most satisfied, with 66% reporting a sense of satisfaction. The survey also found that 23% of guests contacted 3-5 times bought add-ons or extra nights. 

A pre-booking message is a good start. However, to maximize the communication strategy for your short-term rental property, keep up the momentum by offering regular touch points during their stay.  Your guests deserve it and your vacation rental business does too.

Looking for more ways to enhance your communication strategy? Read 5 Tips On Acing Your Airbnb Guest Communications