Pre-arrival communication sets the tone for the entire guest experience, so the best hosts take it seriously
Clear, timely messages help prevent confusion, delays and negative reviews, while orienting your guests to your space
Pre-arrival comms don't need to be complex and tools like Uplisting automate the heavy lifting
The booking’s confirmed. The calendar’s updated. But before your guest ever walks through the door, the clock’s already ticking on their experience.
What happens in the days leading up to check-in can make or break a stay. Missed messages, vague instructions, or last-minute confusion all plant seeds of doubt, sometimes before the guest even leaves home. For hosts managing more than one property, small oversights in guest messaging scale fast.
Pre-arrival communication isn’t about drowning guests in information. It’s about setting expectations clearly, reducing friction, and giving them confidence that they’re in good hands. In this blog, we’ll break down the messages that matter, when to send them, and how to streamline your process without sounding robotic.
Guests form opinions long before they arrive. Most already have expectations based on the messages (or silence) they receive between booking and check-in. Clear pre-arrival guest communication shows you're organized and trustworthy. No follow-up? They assume the opposite.
When guests know what to expect, like how to find the entrance, where to park, what’s included, they show up relaxed instead of stressed. You won’t get last-minute texts asking about the lockbox code, or whether the tap water’s safe to drink. Your team won’t waste time repeating the Wi-Fi password or explaining how to turn on the heat.
Ultimately, check-in is where things often go sideways. If instructions are vague or buried in a long email, guests start their stay confused. Unanswered questions leave room for assumptions, and those usually don’t work in your favor.
With a reliable VRM solution you can trust, Uplisting can help you grow your business without wasting time on double bookings, unhappy guests, upset clients and worrying what could go wrong next.
Pre-arrival guest communication sets the tone before anyone steps through the door.
Guests feel more at ease when they know exactly what’s waiting for them. Clear, timely messages prevent stress, reduce last-minute questions, and help guests settle in without friction.
Start with the full address, formatted exactly how GPS systems prefer. Include directions from the nearest airport or transit hub if the location isn’t easy to find.
Next, explain entry steps in plain language. For a keypad, share the access code and describe where it’s located. If there’s a lockbox, include exact placement details, behind the planter, under the mailbox, next to the gate, and add photos if they save confusion.
Add parking instructions right after the entry info. Mention whether guests can park on the property, need a permit, or should use street parking, and spell out any restrictions.
Finish with Wi-Fi details. List the network name and password clearly. Avoid clever names or complicated passwords. Nobody wants to guess the difference between “5G” and “guest-net-2” at midnight.
Remember, travelers may not have access to WiFi before they check in, so make sure to send check in information at least 24 hours before their arrival time. That way, you give them plenty of space to download and save key information ahead of time.
Every property has its surprises. Maybe the hot water takes a minute to kick in. Maybe the front door sticks unless it’s pulled hard.
Mention anything that might catch someone off guard. When guests know what to expect, they’re less likely to reach out with further questions.
Keep house rules short and clear. “No smoking,” “quiet hours after 10 p.m.,” and “please take shoes off inside” all work. If the place has shared spaces like pools or laundry rooms, explain who can use them and when.
Stick to what’s useful. List a nearby grocery store, pharmacy, and one or two places to eat that consistently deliver good food and service. Skip long lists or anything that makes guests do extra research.
If the area gets snow in October, say so. If the nearest hiking trail has no cell service, mention that too. Weather notes and local quirks help guests bring the right gear and plan smarter.
Also, share simple transport tips. Mention the closest bus stop, where to catch a ride-share, or the best place to park downtown. Travelers appreciate practical shortcuts.
List one phone number that actually gets picked up. Whether it's yours, a co-host’s, or a local contact, make sure the person answering can do something useful.
Include the closest hospital or urgent care location if the property hosts out-of-town or international guests. Nobody wants to search for help during an emergency.
Pre-arrival guest communication works better when every message removes uncertainty. Clear instructions, honest details, and a few local tips let guests show up confident, not confused.
Timing isn’t just helpful, rather it shapes the entire guest experience. Send a message too early and it’s forgotten. Wait too long and you're answering avoidable questions as guests walk up to the door (or even worse, managing stressed international travelers with no cell service).
Each message should provide clarity, reduce confusion, and prevent the usual last-minute texts asking if the key is under the mat or if parking is actually free.
Once a reservation is confirmed, send a short message that welcomes the guest and sets expectations. Include the property name, check-in date, and a quick thank-you. Let them know more details are coming, so they don’t worry about next steps.
This is also the right moment to ask how they want to be contacted moving forward. If email gets ignored but WhatsApp gets read, adjust your settings. Matching communication to guest preferences keeps everything smooth and minimizes missed messages.
Around the 72-hour mark, guests usually start thinking about logistics. Where to park. How to get in. What time they can arrive. That’s your cue to send a detailed message that covers everything: arrival instructions, parking, door access, and any quirks the property might have.
Schedule this message using an automated trigger based on the check-in date. Automation keeps the process consistent and saves time when managing multiple properties at once. Use smart fields to personalize details like guest names, arrival times, or property-specific notes.
There’s no need to overexplain. A clear message with all the must-know info will do more for guest satisfaction than a long-winded welcome.
On arrival day, send a quick message that confirms everything’s ready. Include the check-in time again, share a number or contact method for support, and remind guests where to find entry codes or lockbox details.
SMS works well here. Guests are typically in transit and need fast access to information. Text has a higher open rate than email and usually gets read within minutes. WhatsApp is a smart backup for international travelers who might avoid regular texts due to roaming charges.
A short, helpful message on arrival day shows you’re paying attention—even when you’re not physically there. And when guests feel confident stepping into the property, they’re far less likely to reach out mid-stay with questions that already had answers. Pre arrival guest communication, when sent at the right times, keeps things calm, clear, and under control.
Some of the largest short-term rental operators (with 250+ properties) rely on Uplisting's software to scale their businesses.
Automated messages save time across multiple properties, but guests still want to feel like someone’s paying attention. Messages that sound human, not mechanical, create trust before guests even show up.
Typing all this info out multiple times a week can get exhausting, so that's where automation comes in. Templates do the heavy lifting when built with smart fields that pull in names, check-in dates, and property details. However, people don't like thinking they're talking to robots. Add a unique human touch, too.
A few words can shift the tone of the entire message. Talk about the coffee shop two blocks away for early arrivals. Suggest a reliable late-night restaurant for guests landing after 9 p.m. One sentence that feels specific is usually enough to make the message feel personal.
Automation works best when it sounds like a person who knows the property and cares about the guest. Templates give the structure, but personality lands in the details, like a name, a place, and a helpful nudge in the right direction.
Where can we leave our bags? Can we check in early? Is there a blender? Guests ask the same questions again and again.
When you manage several listings, repeating answers wastes time and slows your team down. You can avoid the back-and-forth by answering common questions before guests even think to ask.
Start by jotting down what guests keep asking across your listings. Luggage storage, early check-in options, kitchen gear, pet rules, Wi-Fi strength, heating or A/C tips. Add the answers directly to your pre arrival guest communication or link to a guidebook that puts everything in one place.
Keep things short and organized so they can scan quickly and move on.
Here are a few points to cover:
Early check-in and late checkout: List your hours and explain if there’s any flexibility.
Luggage drop-off: If you allow it, explain where to leave bags and when. If not, recommend nearby options.
Kitchen supplies: Let guests know what’s in the cabinets, coffee maker, pots, spices, wine opener, so they can plan meals without guessing.
Tech and entertainment: Share what’s available, smart TV, streaming apps, speakers, and how to use them.
Getting around: Suggest how to travel without a car, or where to park if they have one.
Manage short-term rentals & bookings, message guests, take payment, and so much more. All in one easy-to-use platform (that never double-books).
Mastering pre-arrival guest communication is one of the simplest and most effective ways to improve guest satisfaction, reduce operational friction, and protect your time. By sending clear, timely messages (complete with check-in instructions, house rules, and local insights) you set expectations before issues arise.
When you automate your messaging with the right tools, you get consistency without sacrificing the human touch. Personalization at scale is possible, especially when your PMS supports smart fields, scheduling, and centralized guest communication. Build trust before check-in, answer questions before they’re asked, and your team will spend less time reacting and more time growing the business.
Ready to put your guest communication on autopilot without losing the personal connection? Sign up for Uplisting to streamline your vacation rental management.
Two to three days before check-in usually works best. Guests are thinking about their trip, checking travel plans, and ready to absorb details without feeling rushed. A short reminder on arrival day helps too, especially when you're using access codes or contactless entry.
Both work well for different reasons. Email handles longer instructions, parking directions, and photos without clutter. SMS is better for quick updates like entry codes or confirming check-in time. Let guests tell you what they prefer, then match the channel to the message.
If a guest needs to scroll forever just to find the Wi-Fi password, there’s too much. Focus on what matters first: how to get in, where to park, when to arrive. Use short paragraphs, line breaks, and bolding to make everything easy to skim. Link out to a guidebook or welcome page for extras like local tips or appliance instructions.
Yes, and it saves hours every week. Most property management software lets you build message templates and schedule them based on guest arrival. Smart fields fill in details like names, dates, and access codes so every message feels personal—without writing from scratch each time. You can tailor messages based on the property, booking channel, or guest type to keep communication relevant and reliable.
We’ve built an all-in-one property, channel management and automation tool to help property managers scale seamlessly.
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