Guest Communication Checklist
Providing the information guests need at the right time and in the right way is a great way to make your guests feel welcome, allay any travel anxiety they may have and show off your business at its best.
Texting lets you answer guest questions instantly, reduce the number of repetitive guest calls, schedule and send messages automatically, send emergency alerts and much more. But email is preferable for materials guests may wish to read on their computers, like contracts and trip-planning information.
Our Guest Communication Checklist makes it easy for you to know when and how to best communicate with your guests and give them an amazing vacation experience.
Before Guests Arrive
From booking to arrival, send text and email messages to welcome your guests, help with trip planning, tell them what to expect, address any concerns and deliver information they’ll need when they arrive.
- Reservation confirmation – email after booking
- Rental agreement – email after booking
- Welcome message – email after booking
- Payment reminders – email and text
- Area guide for restaurants, attractions, experiences and essential services – email 2 weeks before arrival; text 2 days before arrival
- Home guide with information about the property, house rules, pet rules, laundry information, etc. – email 2 weeks before arrival; text 2 days before arrival
- Digital guestbooks with home guide and area guide – email weeks before arrival; text 2 days before arrival
- What to pack – email 2 weeks before arrival
- Check-in instructions – text 2 days before arrival
- Parking instructions - text 2 days before arrival
- Directions – text 2 days before arrival
- Contact information – text 2 days before arrival
- Up-to-date photo of the vacation rental home – text 2 days before arrival
- Door code/security code – text 2 days before arrival
See our Home Guide Checklist and Area Guide Checklist for ideas for your Home and Area guides.
During Their Stay
Use text messaging to deliver information as needed and let guests know that you and your team are there to help.
- Check-in message to make sure they’ve settled in and to offer assistance if needed – text day of arrival
- House rules reminder regarding noise, pets and smoking policy – text day of arrival
- Guidelines reminder for using amenities like pools, jacuzzis, hot tubs and fitness facilities – text day after arrival
- Maintenance and repair update should issues occur – text
- Emergency alerts regarding weather issues, road closures or a problem in the area – text
- Check-out instructions – text the day before check-out
After Check-Out
Be in touch with your guests to learn what they thought of their stay, invite them to come back and to say thank you.
- Thank-you message – text or email after check-out
- Guest survey – text or email 1 to 3 days after check-out
- Link to online review platform and send a note of encouragement to review the home – test or email 1 to 3 days after check-out
- Return visit invitation offering loyalty or referral incentives – text or email 1 to 3 days after check-out
See our Guest Survey Checklist for ideas on what to include in your guest survey.