When I first joined Airbnb years ago, they didn’t have a feature of saved responses for selecting host template messages. I had a separate template copied onto my Gmail account that I had to fetch every time a guest booked or asked a common question.
Airbnb counts your reply rates as part of search rankings so I encourage all hosts to maintain a high rate of response. Secondly, do come off professional and answer in complete grammatical sentences – even if your guests are not.
Having these templates will save you hours of time have to copy and paste your responses to guests.
There are online services like autoresponders for check-in instructions for Airbnb hosts as well.
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Airbnb Security Deposit
I highly recommend all Airbnb hosts to put in a proper security deposit. Typically I got by the line of credit / average affordability by most Americans. This will be between $100 to $400. However, that depends greatly on your amenities and opinion.
Hi (Their Name),
Yes, the deposit fee will be charged but not by us (hosts). No hosts should be handling cash. It is under Airbnb policies to handle all payments.
The security deposit will be held by Airbnb since Airbnb is the “middleman” for that awkward insurance stuff. The deposit doesn’t go through us.
I believe it is taken before checking in by Airbnb and is automatically returned back to the guest upon checking out – so long as nothing was damaged or broken which thankfully I never had to deal with.
Hope this helps!
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Booking Greeting / Confirmation
Sounds like we’re a fit! Thank you for booking with us. I will send over the full check-in information for your stay (# of Days From) before your arrival around (What Time).
The full check-in instructions will be sent via Airbnb. The Airbnb app is helpful so I recommend all users who can
Inside the Trip tab, under Reservations are the general information for the AirBnB you booked.
Feel free to shoot me any questions in the meantime. Check out our house manual and/or house rules for a smooth and fun stay.
We can’t wait to host you (# in party).
Oh cool! Hi again, welcome back! Thanks for staying with us. I think you know the drill by now. All check-in is the same, can’t wait to see and host you (# in party) again!
‘Hi, What’s Your Address?’
For busy travelers with restricted time and a thousand distractions, the “where’s your address?” will crop up again and again.
Airbnb appreciates simple UX design so they have a tendency to tuck certain information (especially sensitive ones) where guests cannot find responsively.
I use to find this feature of Airbnb hiding behind interface designs annoying but now I understand it acts more as a privacy protection for hosts addresses. Don’t blame the guests for asking.
Template Address Script:
This is a very basic template, feel free to edit it to suit your Airbnb.
Replace the phone number or contact information and obviously your name for that personal touch.
Hi there! That’s a great question.
The address is already loaded inside your Airbnb tab. It’s in your itinerary under the ‘Your Reservation’/’Your Trips’ section.
I would send our address in this message here but Airbnb detects and censors addresses for security and privacy purposes. It’s beyond a hosts control.
But don’t worry, I am here and can guide you along if you have any more questions. See you soon 🙂
If you need to reach me, text or call at (XXX)-(XXXX). Thanks!
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Airbnb Check-In Info Script
Below is a very general check-in script. You would definitely need to edit it AND add to it as your own because everyone has a different check in process.
This is my check-in process. You can tell that I aim for optimization and I like to disclaimer the important things so guests come in with a full understanding of quirks. I am also specific about my house rules and remind them gently.
Note to address details of the following:
- Parking information.
- Pets Information.
- Wi-Fi information.
- Heating instructions.
- Ventilation fan (mitigate mold).
- How to lock the door or entryway.
- What is in the fridge that’s off limits?
- Are snacks provided?
- Instructions for garbage & recycling. When is trash pick up day?
- Location of the first aid kit & fire extinguisher.
- What they should do with perishables and leftovers.
- Do shoes come off when guest enter?
- Instructions for TV / Cable / Netflix.
- What is usable in the linen closet?
- Tissues/paper towels?/kitchen ware?
- Rules for kitchen cleanliness?
- For example, my courtesy rule is for guests to clean up their personal mess in the kitchen (if you used any dishes/pots, utensils, etc.) so I can keep the cleaning fee low for everyone because not everybody uses the kitchen during their stay so I don’t feel right increasing the cleaning fee across the board.
- Any particular house quirks?
- For example the freezer door needs a hard pull so use both hands or a particular outlet has no power etc.
- Any specific instructions for the bathroom? Is there a set time in which you must occupy the bathroom if it is shared?
- When is the start of the courtesy quiet hour?
- What should guests do with the sheets on check-out day?
- When is check-in & check-out time?
- Is an early/late check-in/check-out possible?
Once again, you should edit the bold and add to this template.
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Check In Instruction Template:
Hi (Their Name)!
This is a reminder that your stay with us is coming up soon. I’m reaching out since check-in at (Insert Time) is coming up. Here is all the information you need for your stay.
*Check-in is at (XX) or later but early check-in is possible by request.
*Please bring in all bags. Good general rule to not leave valuables outside unattended. Do NOT leave valuables in your car. Follow good common sense and don’t be easy targets!
*You can park (Relevant Parking Information)
*Outdoor shoes (Come off/on) before coming inside. You can leave them in the entryway or bring them upstairs or take them with you.
*Remember that house rules and house manual (Wi-Fi & heating instructions etc.) are inside the Airbnb portal under ‘Your Trip.’
Door Security Code:
*(Describe the layout of your home. What’s behind the first door, second door, etc.)
For example, the other door is the linen closet and next to that is the shared bath. The 2nd floor is mostly living, office, and storage space for us.
*The ventilation fan switch for the bathroom is (Placement). Please turn on the bathroom fan always when you shower because it prevents mold.
*Guests can use the towel bar. Shampoo, towels, etc are all provided for you.
*The heating instructions are (heating instructions).
Let me know if something is running low if you have time. We do provide extra toothpaste, toothbrushes etc. if you need it.
My email is (Your E-mail) and you can reach me on Airbnb. For emergencies use my phone number: (Phone Number).
Thank you for reading!
Yes, we (Do/Do Not) offer driveway parking. There is (paid/unpaid) street parking available. I don’t control parking and it depends on the time and hour of day. I say people in the neighborhood are pretty chill just as long as no overt violations are in place.
Our home has the following bus lines nearby: X, X, X, X.
It’s about an (X) minute walk to our front door.
Our earliest check-in (full or luggage only) is (time) because we want to make sure our previous Airbnb guests left and everything is examined and cleaned properly. Let me know if that will be an issue, thanks!
I’m sorry but that is unfortunately too early for us. We do not typically offer early check-in due to strict work schedule conflicts 🙂
(Offer another option, ie luggage drop off etc.)
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Post Stay Thank Yous
Airbnb Thank You Note – Follow Up
Thank you ____ for staying with us! Have a safe rest of your journey. Let me know if anything was needed or what we can do to improve on our Airbnb. We aim to provide the best guest experiences. If you would like to stay with us again you can find our listing here: LISTING URL.
It was nice to meet you, we wish you can stay with us again soon!
(If they were particularly good guests, I would make sure you give a small discount so you can guarantee them as returning customers.)
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