Airbnb Guest Message Templates for Every Stage of a Stay

This page is for Airbnb hosts and co-hosts who want good guest messages ready to paste today. It holds 33 templates, from the first inquiry reply to the review request, plus the ones that are hard to write on the spot: early check-in, a late arrival, a guest locked out, noise, extra guests, lost items, extensions, refunds and cancellations.

Every template tells you when to send it, what to fill in and what to leave out under Airbnb's rules. You also get the setup steps for scheduled messages, a timeline of the whole schedule, a response-rate calculator and a setup checklist you can tick off while you build it all in Airbnb.

How to Set Up Quick Replies and Scheduled Messages

Airbnb calls its message templates quick replies. On a computer, go to Messages, click Settings (the gear icon), then Quick replies, then Create. Name the template, write the message, choose the listings it applies to, set a schedule if you want one, and click Save (Airbnb Help Center: quick replies). Airbnb also adds a few starter quick replies, which you can rewrite or delete.

Any quick reply can be scheduled to send before or after a trigger such as a new booking, check-in or checkout (Airbnb Help Center: scheduled quick replies). Scheduled messages go out in the listing's time zone and apply to current and upcoming reservations on the listings you chose. These are the rules that matter when you build a schedule:

• The last-minute toggle. Send for last minute bookings and short stays is off by default, so some messages are skipped when a guest books late or stays briefly. Turned on, messages scheduled before check-in always send, at booking if their time has passed, and other skipped messages go out at the listing's check-in time. Set it per template, before you save.
• One-off changes. In the guest's thread, click Add +, then Scheduled quick replies, to edit, skip or send any upcoming message now. That changes only that guest's message, never the template.
• Deleting a template removes every future unsent message that uses it, across all the listings it covered.
• Teams and co-hosts. Team members with guest management permissions share one set of scheduled replies, sent from the team owner. Co-hosts can edit upcoming scheduled replies and make their own templates, but they can't see or edit yours.
• Alerts. Airbnb sends a notification and an email when a message is skipped or sent at an unscheduled time.

Airbnb's Resource Center gives two scheduling examples worth copying: a welcome note 5 minutes after a guest books, and a pre-arrival message 1 day before check-in at 10:00 AM (Airbnb Resource Center: using quick replies). It also says you'll see a reminder in the conversation before a scheduled quick reply goes out.

Two limits shape how you write. Every Airbnb message, quick replies included, is capped at 4,000 characters, so split longer ones into two quick replies. And Airbnb translates messages into the guest's language when they view them, which is one more reason to write short, plain sentences. Airbnb also uses AI to suggest one of your existing quick replies when a guest asks a common question, so keep short single-topic replies for parking, Wi-Fi and trash day alongside the scheduled ones.

How the Fields in These Templates Work

In the copy blocks below, words in square brackets are fields. Airbnb's own fields are called details: insert a detail into a quick reply and Airbnb fills in that guest's information as the message sends. The Help Center names the guest's name, the check-in date and your house rules as examples. A smart lock connected to Airbnb adds an entry code detail that fills in each guest's own code; direct connection is open to listings in the US and Canada, and those codes expire 30 minutes after checkout by default (Airbnb Help Center: connected smart locks).

Here's how to treat each kind of field:

• Guest and trip fields, such as the guest's first name, dates, times and number of guests: insert the matching detail from Airbnb's editor, so every guest gets their own.
• Listing fields, such as the address, check-in method, Wi-Fi, house manual, house rules and checkout instructions: insert the matching detail where the editor offers one.
• Your own fields, such as parking or trash day, you type once into the template. Per-guest fields, such as an amount or the problem in the guest's words, you fill in before each send.
• Bracketed lines that start with If are optional. Keep the line, minus the brackets, only when it's true for your place.

Airbnb's Rules on Contact Details, Links and Payments

Most template trouble comes from Airbnb's Off-Platform and Fee Transparency Policy. It covers four things a message can get wrong: contact details, links, payments and bookings moved off Airbnb. The policy says Airbnb may suspend or permanently deactivate listings or accounts for repeated or severe violations, and a scheduled template that breaks it repeats the problem with every guest.

Before a booking, every word stays on Airbnb. The policy has narrow exceptions, such as disclosed taxes that Airbnb doesn't collect and certain fees for select software-connected hosts and hotels. This table is a summary, not legal advice, so reread the linked policy before you change any template that touches money or contact details.

If you want bookings that skip platform fees, those come from people who find your own website or brand first, never from moving Airbnb guests. Our direct booking strategy for 2027 covers how to build that channel within the rules.

When Each Message Goes Out

Here's the full schedule, from the first inquiry to the last day you can settle money after a stay. The 24-hour, 48-hour, 14-day and 60-day marks are Airbnb's. The other send times are suggested defaults, several based on Airbnb's Resource Center examples, and you can move them to fit your place.

1. Within 24 hours of an inquiryInquiry reply, by hand, with a pre-approval or special offer. Your response rate counts this one.
2. 5 minutes after bookingBooking confirmation: dates, times and house rules in writing.
3. 5 days before check-inPre-arrival planning note, for stays where guests plan meals and outings.
4. 2 days before check-inCheck-in instructions, last-minute toggle on. Airbnb sends guests your check-in details 48 hours out.
5. Morning of check-inCheck-in day message: the time, and where the entry details are.
6. 1 day after check-in, 10:00 AMFirst-morning check: is everything working.
7. Halfway through stays of 4 nights or moreMid-stay check.
8. 1 day before checkout, eveningCheckout reminder with your checkout instructions.
9. 1 day after checkoutReview request. You and the guest have 14 days from checkout to review.
10. Up to 60 days after checkoutLast day for refunds and money requests in the Resolution Center.

The table shows how to set each message up in Airbnb.

Inquiry Reply Templates

Your response rate is the share of new inquiries and reservation requests you answered within 24 hours over the past 30 days. Accepting, pre-approving, declining, sending a message or sending a special offer all count as a response, an expired request counts against you, and Airbnb says the rate affects your search placement (Airbnb Help Center: response rate). Follow-up messages in a conversation don't change it, so the first reply is the one that counts.

Superhost status uses its own version of the number. You need to respond to 90% of new messages, and accept or decline new reservation requests, within 24 hours, measured on your first reply to each new message thread over the past 12 months. Airbnb checks every 3 months, along with a 4.8 or higher overall rating, a cancellation rate under 1%, and at least 10 reservations or 3 reservations totaling at least 100 nights (Airbnb Help Center: Superhost requirements).

Example: a host with 20 new inquiries and booking requests in the past 30 days who answered 17 of them within 24 hours has an 85% response rate. If no older messages drop out of the window, 10 more on-time replies in a row bring the rate back to 90%, because 27 out of 30 is 90%. These are made-up numbers, so put in your own.

At the inquiry stage there's no reservation yet, so type the guest's name and dates yourself. Save all three replies below anyway: having them ready is what keeps you inside the 24-hour window on a busy day.

Inquiry Reply When the Dates Are Open

• Send it: by hand within 24 hours, right after you send a pre-approval from the thread.
• Fill in: the guest's name and dates, the answer to whatever they asked, and one feature that fits what they told you about the trip.
• Leave out: your phone number, email, website and social handles. Before a booking, all communication stays on Airbnb.

Hi [Guest first name],

Thanks for your message. [Their dates] are open, and I've sent you a pre-approval, so you can book them at the price on my calendar. It expires in 24 hours.

To answer your question: [one- or two-sentence answer].

For [what they told you about the trip], [one feature that fits, such as the fenced yard or the bunk room] should suit you well.

If anything else would help you decide, ask me here.

[Your first name]

A pre-approval invites the guest to book their dates at the price your calendar shows, and it expires in 24 hours (Airbnb Help Center: pre-approvals). It doesn't block your calendar, so you can pre-approve more than one guest for the same dates.

Inquiry Reply When the Dates Are Taken

• Send it: by hand within 24 hours, together with a special offer for dates you can do. Withdraw any pre-approval first, because Airbnb requires it before a special offer.
• Fill in: the dates they asked for, the dates you can offer and the total you entered in the offer.
• Leave out: any suggestion to book those dates anywhere but Airbnb, and any discount for doing so.

Hi [Guest first name],

Thanks for asking about [Listing name]. [Their dates] are already booked, but [alternative dates] are open. I've sent you a special offer for those nights at [total for the stay], cleaning included. You have 24 hours to accept it, and the booking confirms as soon as you do.

If those dates don't work, tell me which days are flexible and I'll check again.

[Your first name]

A special offer can suggest different dates, a custom price or another of your listings. The price should cover all nights plus charges such as cleaning, the guest has 24 hours to accept, and the reservation confirms the moment they do (Airbnb Help Center: special offers).

Inquiry Reply When the Stay Is Not a Fit

• Send it: by hand within 24 hours, and decline the inquiry in Airbnb as well. A decline still counts as a response.
• Fill in: the listing fact behind the no, such as the guest limit or the house rule against events.
• Leave out: guesses about the guest. Give the listing fact and stop there.

Hi [Guest first name],

Thank you for thinking of [Listing name]. I'm sorry, but I can't host this stay. [The listing fact behind the no, such as: The home sleeps up to [maximum guests], and our house rules don't allow events or parties.]

I hope you find the right place for your trip.

[Your first name]

For the warning signs worth screening for before you answer, see our guide to screening Airbnb guests and preventing parties.

Booking Confirmation and Arrival Templates

These six messages carry a guest from the booking to the front door. Four can run on a schedule, with the check-in instructions as the anchor. The late-arrival reply and the group reminder answer something you learn about one guest, so send those by hand.

Booking Confirmation

• Send it: scheduled, 5 minutes after a new booking, which is Airbnb's own example. Turn the last-minute toggle on.
• Fill in: insert the details for the guest's name, the dates, the times and your house rules, and sign with your first name.
• Leave out: the door code, which belongs in the check-in message, and anything about paying outside Airbnb.

Hi [Guest first name],

Thank you for booking [Listing name]. We're looking forward to having you on [Check-in date].

Check-in is from [Check-in time], and checkout is by [Checkout time] on [Checkout date]. I'll send directions and entry instructions 2 days before you arrive.

Here are the house rules, so they're in one place:
[House rules]

If you're celebrating something or need anything ready when you arrive, reply here and tell me.

[Your first name]

If the guest mentioned an occasion when they booked, answer it with a short line of your own after this one goes out.

Pre-Arrival Planning Note

• Send it: scheduled, 5 days before check-in. It's most useful on stays of three nights or more, when guests plan meals and outings.
• Fill in: parking, the nearest grocery store and the drive time, what the kitchen has, what to bring, and two or three places you recommend by name.
• Leave out: links, even to restaurants. Airbnb's off-platform policy lists links in messages among the things it doesn't allow, so give names instead. Keep the door code and Wi-Fi password for the check-in message.

Hi [Guest first name],

Your stay at [Listing name] starts on [Check-in date]. A few things that help with planning:

Parking: [where to park and how many cars fit]
Groceries: the closest store is [store name], about [drive time] away.
Kitchen: there's [main items]. Bring [anything you don't supply].
Nearby: [two or three places you recommend, by name]

Arriving after [late arrival time]? Tell me here and I'll make sure the outside lights are on.

[Your first name]

Check-In Instructions

• Send it: scheduled, 2 days before check-in, with Send for last minute bookings and short stays turned on, so a guest who books on arrival day gets it the moment they book.
• Fill in: insert the address, check-in method, entry code, Wi-Fi and house manual details, and type the parking line once.
• Leave out: a request for ID photos, unless a law, HOA or building rule requires it and your listing says so before booking, and any rule that guests must register on another website or install an app to get in. Keyless-entry apps are fine.

Hi [Guest first name],

Here's everything you need for [Check-in date].

Address: [Address]
Check-in: from [Check-in time]
Getting in: [Check-in method]
Your door code: [Entry code]
Parking: [where to park]
Wi-Fi: [Wi-Fi network], password [Wi-Fi password]
House manual (thermostat, TV, appliances): [House manual]

If anything doesn't work when you arrive, message me here right away and I'll sort it out.

[Your first name]

Check-In Day Message

• Send it: the morning of check-in, using the check-in trigger at the closest same-day time your editor offers, or by hand.
• Fill in: the day you sent the check-in instructions, plus one local arrival tip, such as traffic or where to park.
• Leave out: a second full copy of the instructions. Point back to one place, so a changed code can't get mixed up.

Hi [Guest first name],

Today's the day. [Listing name] is ready for you from [Check-in time].

Your address, door code and Wi-Fi are in my message from [day you sent the check-in instructions]. [If useful: Traffic on [road] backs up after 4 pm, so [tip].]

Send me a quick note here when you're in, or if anything at all is off.

[Your first name]

Reply to a Late Arrival

• Send it: by hand, as soon as a guest says they'll arrive late.
• Fill in: their arrival time, your check-in line (delete the other one), when the outside light goes off, parking and quiet hours.
• Leave out: any after-hours charge paid outside Airbnb. If you charge for meeting guests late, that fee has to be paid on Airbnb like any other.

Hi [Guest first name],

Thanks for letting me know. Arriving at [their arrival time] is fine.

[If self check-in: Your door code works any time after [Check-in time], so you can let yourself in without messaging me first.]
[If you meet guests: I'll meet you at [place] at [time]. If you're running later, message me here.]

At night: the outside light stays on until [time], parking is [where], and the neighbors ask for quiet after [quiet hours start].

Safe travels.

[Your first name]

House-Rules Reminder Before a Group Arrives

• Send it: by hand, 1 to 2 days before arrival, for larger groups and holiday weekends.
• Fill in: your two or three main rules and the guest count on the booking.
• Leave out: rules that aren't in your listing. Remind guests of what they booked, and send any extra guests through Change reservation.

Hi [Guest first name],

One thing before your group arrives. [Listing name] is on a residential street, and our house rules ask for [your main rules, such as quiet after 10 pm and no parties or events].

The booking is for [Number of guests] guests, and that's who can stay overnight. Could you pass this on to everyone coming?

If you need to add someone, send a change request through Airbnb and I'll review it.

Thanks, and enjoy the trip.

[Your first name]

Our guide to Airbnb house rules covers which rules to set and how to word them, so this reminder has something solid to point to.

During-the-Stay Templates

Most stays need two messages once the guest is in: a first-morning check and, on longer stays, a mid-stay check. The rest of this section covers the moments that go wrong.

The policy behind those replies is Airbnb's Rebooking and Refund Policy. It covers a home that isn't reasonably clean, safety or health hazards, a host who fails to give the guest access, and an advertised special amenity that's missing or doesn't work. Guests must report an issue within 72 hours of discovering it, and they must tell you first and try to resolve it with you. If Airbnb confirms the issue, the guest can get a full or partial refund or help finding a similar place, and your payout drops by whatever is refunded. A fast, specific reply is your chance to fix things first.

First-Morning Check

• Send it: scheduled, 1 day after check-in at about 10:00 AM, with the last-minute toggle off. Airbnb's Resource Center suggests checking in after the first night to ask whether the guest needs anything.
• Fill in: the one thing guests use first at your place, such as the hot tub, the fireplace or the crib.
• Leave out: rules and reminders. This message is about their comfort, and it gives them an easy opening to report a problem early.

Good morning [Guest first name],

I hope you slept well at [Listing name]. Is everything working the way it should, from the hot water to the Wi-Fi to [the thing guests use first, such as the hot tub]?

If anything is missing or not right, tell me here and I'll fix it as fast as I can.

[Your first name]

Mid-Stay Check

• Send it: halfway through stays of 4 nights or more, by hand or scheduled before checkout with the toggle off. Airbnb's own example shows why: with the toggle off, a message set 2 days before checkout is skipped on a one-night stay.
• Fill in: trash day and where the bins go, if guests handle them.
• Leave out: anything that sounds like an inspection.

Hi [Guest first name],

A quick check halfway through your stay. Do you need fresh towels, more coffee or anything else?

[If useful: Trash and recycling go out on [trash day]. The bins are [where].]

[Your first name]

Guest Locked Out

• Send it: by hand the moment you hear, and call the guest on the number on the reservation if they don't answer within a few minutes.
• Fill in: the two fixes most likely to work at your door, and who can get there, by when.
• Leave out: anything that sounds like blame. Put the fix in the Airbnb thread even if you also call, so there's a written record; a host who fails to give access is one of the issues Airbnb's refund policy covers.

Hi [Guest first name],

I'm sorry you're stuck outside. Let's fix this now.

1. [First thing to try, such as: press any key to wake the keypad, then enter your code and press the lock button.]
2. [Backup, such as: the spare key is in the lockbox by the side gate, code [lockbox code].]

If neither works, reply here. [Name of your local contact] can be there by [time], and I'll call you on the number on your reservation.

[Your first name]

A tested backup, such as a lockbox with a spare key, does more than any wording here. Our guide to smart home tech for Airbnb covers smart locks and the other connected devices hosts use.

Problem Reported

• Send it: by hand, as soon as the guest reports something broken, missing or not clean.
• Fill in: the problem in their words, who is coming or what you're doing, a time, and a workaround they can use now.
• Leave out: excuses and guesses about what the guest did. Promise only a time you can keep.

Hi [Guest first name],

I'm sorry about [the problem]. That's not how it should be.

Here's what happens next: [who is coming or what you're doing] by [time]. In the meantime, [workaround, such as the extra blankets in the hall closet or the shower in the second bathroom].

If it's easy, send me a photo here. It helps the repair person bring the right part. I'll message you as soon as it's fixed.

[Your first name]

Problem Fixed

• Send it: by hand, as soon as the fix is done.
• Fill in: the problem and, if you agreed one, the refund amount.
• Leave out: any refund paid in cash or by payment app. Airbnb says the Resolution Center is the only way a host can send a guest money.

Hi [Guest first name],

[The problem] should be fixed now. Could you check and let me know it's working?

I'm sorry it took part of your stay. [If you agreed a refund: I've sent you [amount] through Airbnb's Resolution Center for the trouble.]

[Your first name]

Noise Complaint First Notice

• Send it: by hand, as soon as a neighbor or anyone else reports noise.
• Fill in: what was reported and your quiet hours.
• Leave out: accusations and threats. Say what was reported and what you need, and keep it in the Airbnb thread, where it's on record.

Hi [Guest first name],

A neighbor has let me know about [what was reported, such as music outside after 10 pm]. Our house rules ask for quiet after [quiet hours start], so could you bring it inside or turn it down now? Thank you.

If something's going on that I should know about, message me here.

[Your first name]

Noise Complaint Second Notice

• Send it: by hand, if the noise continues after the first notice.
• Fill in: what was reported, your quiet hours and, if true, the local fine.
• Leave out: any mention of your review of them. Airbnb's Reviews Policy bars threatening a negative review to get unwarranted compensation, so keep reviews out of the dispute.

Hi [Guest first name],

I've had a second report tonight about [what was reported]. I need it to stop now. The house rules on the listing ask for quiet after [quiet hours start]. [If true: The HOA fines the home for noise after [time].]

If it continues, I'll have to contact Airbnb about the reservation.

[Your first name]

If it keeps happening, contact Airbnb and follow our guide to handling difficult Airbnb guests professionally.

More Guests Than Booked

• Send it: by hand, the same day you learn of it.
• Fill in: how you learned, the guest count on the booking, your maximum and a time.
• Leave out: any fee paid outside Airbnb. Extra guests and their fee go through Change reservation, never the Resolution Center or a payment app.

Hi [Guest first name],

[How you found out, such as: A neighbor mentioned] more people at [Listing name] than the [Number of guests] guests on the booking.

If more people are staying, please send a change request through Airbnb's Change reservation tool today so the guest count is right. The home allows up to [maximum guests] guests overnight, so anyone beyond that will need to leave by [time].

Thanks for sorting this out quickly.

[Your first name]

Replies to Guest Requests

Requests often involve money, so check where each one goes before you reply. If your listing doesn't set its own times, Airbnb tells guests that check-in is 3:00 PM and checkout is 11:00 AM, local time, and its guest help says hosts may charge extra for early check-in, for example to pay for additional cleaners (Airbnb Help Center: early check-in).

Whatever you agree, the payment stays on Airbnb. The Resolution Center handles optional upgrades a guest chooses, agreed refunds and reimbursements; changes to nights, guest count or pets go through Change reservation (Airbnb Help Center: Resolution Center).

If you're deciding which extras to sell, our guide to upselling for Airbnb hosts covers paid add-ons in more depth.

Early Check-In Approved

• Send it: by hand, once your cleaner confirms the time.
• Fill in: the early time, the fee if you charge one, and when the door code starts working.
• Leave out: a time you can't keep, and any fee paid outside Airbnb.

Hi [Guest first name],

Good news: the place will be ready by [early time] on [Check-in date], so you're welcome to check in then. [If you charge: Early check-in is [amount]. I'll send the request through Airbnb's Resolution Center, and you can pay it there.]

Your door code works from [time the code starts working].

[Your first name]

Early Check-In Declined

• Send it: by hand, as soon as you know.
• Fill in: your check-in time and any alternative that's true, such as early parking or a place for lunch.
• Leave out: promises. Offer to message them if the place is ready early, and only if you will.

Hi [Guest first name],

I'd like to help, but another guest checks out that morning, and the cleaners need until [Check-in time] to get everything ready. [If true: You're welcome to park in the driveway from [time].] [If true: A good place for lunch while you wait is [place].]

If it's ready early, I'll message you here right away.

[Your first name]

Late Checkout Approved

• Send it: by hand, after you check the next arrival and your cleaner's schedule.
• Fill in: the new time and the fee, if any.
• Leave out: changes to the rest of checkout. One new time is enough.

Hi [Guest first name],

You're welcome to stay until [late checkout time] on [Checkout date]. [If you charge: Late checkout is [amount]. I'll send the request through Airbnb's Resolution Center, and you can pay it there.]

Everything else about checkout stays the same.

[Your first name]

Late Checkout Declined

• Send it: by hand, the day they ask.
• Fill in: your cleaners' start time, your checkout time and, if true, a place to leave bags.
• Leave out: a long apology. A short reason and a fixed time are easier to accept.

Hi [Guest first name],

I'm sorry, I can't extend checkout this time. New guests arrive that afternoon and the cleaners start at [cleaner start time], so checkout stays at [Checkout time]. [If true: You're welcome to leave bags [where] until [time].]

[Your first name]

Request to Add Guests

• Send it: by hand, when a guest asks to bring more people.
• Fill in: your maximum, the number they want to add and your extra guest fee, if your listing has one.
• Leave out: a yes before the change request arrives. The fee comes through the change itself, from the extra guest fee you set in your listing.

Hi [Guest first name],

Thanks for checking first. [Listing name] allows up to [maximum guests] guests. To add [number] more, please send a change request through Airbnb's Change reservation tool and update the guest count. [If you charge: The extra guest fee is [fee] per guest after [number] guests, and it's added through that change.]

Please wait for my approval before the extra guests arrive.

[Your first name]

Pet Request

• Send it: by hand, when a guest asks about bringing a pet.
• Fill in: your pet rules and, if you like, a nearby park.
• Leave out: a pet fee requested by message or payment app. Pets, and the pet fee from your listing, are added through Change reservation.

Hi [Guest first name],

Yes, dogs are welcome at [Listing name]. [Your pet rules, such as up to two dogs, kept off the beds and never left alone in the house.]

If you didn't add your dog when you booked, please send a change request through Airbnb's Change reservation tool to add it, so the pet fee is part of the booking.

[If useful: The nearest dog-friendly park is [name].]

[Your first name]

Our guide to hosting guests with dogs covers pet rules and pet-friendly setup in more depth.

Extension Approved

• Send it: by hand, after you check the calendar.
• Fill in: the extra nights.
• Leave out: any offer to extend outside Airbnb or take payment another way. Airbnb's off-platform policy names extensions specifically.

Hi [Guest first name],

Good news: [extra nights] are open, and I'd be glad to have you stay longer. Please request the extra nights through Airbnb's Change reservation tool, and I'll accept as soon as the request comes in.

[Your first name]

Want to give a lower rate for the added nights? Special offers can't be sent once a guest has booked, but Airbnb says you can give a booked guest a discount by changing the reservation details.

Extension When the Dates Are Booked

• Send it: by hand, the day they ask.
• Fill in: the date your next booking starts and, if you have one, another of your listings that's open.
• Leave out: maybes. If the dates are taken, say so and confirm checkout.

Hi [Guest first name],

I'm glad you're enjoying [Listing name]. I'm sorry, but the place is booked from [date], so I can't add those nights. [If you have another listing open: My other place, [listing name], is free those nights, and you can book it on Airbnb.]

Checkout stays at [Checkout time] on [Checkout date].

[Your first name]

Refund, Cancellation and Lost Item Templates

Money after a stay follows one rule: it moves through Airbnb. The Help Center says the only way for a host to send money to a guest is the Resolution Center, and that hosts should submit refunds or requests within 60 days after checkout (Airbnb Help Center: refund your guest). On a computer, click Resolution Center, then Send money, then choose the guest, a reason, the amount and a message.

Reply to a Refund Request

• Send it: by hand, the same day. Look into the problem first, and ask for a photo if you need one.
• Fill in: the problem, then keep one of the three lines: a full refund, a partial one, or a no with your reason and an alternative.
• Leave out: any link between money and a review. Airbnb's Reviews Policy says reviews may not be provided or withheld in exchange for something of value, so never tie a refund to a better review or to skipping one.

Hi [Guest first name],

Thank you for telling me, and I'm sorry [the problem] affected your stay.

[Keep one of these three lines:]
[If you agree: I've sent you [amount] through Airbnb's Resolution Center. You'll find it there.]
[If you offer part: I can't refund the full stay, but I'd like to make this right with [amount], sent through Airbnb's Resolution Center, if that works for you.]
[If you can't: I'm not able to refund [the issue], because [plain reason, such as it was fixed within two hours of your message]. What I can do is [alternative].]

[Your first name]

A guest can still take the issue to Airbnb under its refund policy, and you can dispute a claim you disagree with, so a clear, dated reply in the thread helps you either way.

Lost Item Found

• Send it: by hand, once you have the item.
• Fill in: what was found, the postage with tracking and how many days you need to ship it.
• Leave out: a request for the guest's home address. Airbnb's policy bars asking for a mailing address through Airbnb messages, and a guest who wants the item mailed can give you the address themselves.

Hi [Guest first name],

Good news: [who found it, such as our cleaner] found your [item] at [Listing name]. I can hold it for you, or mail it. Postage with tracking is [amount].

If you'd like it mailed, send the postage through Airbnb's Resolution Center, and I'll ship it within [number] days of receiving it and post the tracking number here.

[Your first name]

Airbnb tells guests who forgot something to message the host, and to send the host money for shipping through the Resolution Center (Airbnb Help Center: forgotten items).

Lost Item Not Found

• Send it: by hand, within a day of the guest's message.
• Fill in: the item, where you looked and who will keep an eye out.
• Leave out: guesses about where it went or who took it.

Hi [Guest first name],

I'm sorry, we looked for your [item] in [where you checked] and didn't find it. I've asked [who cleans] to keep an eye out, and I'll message you here if it turns up.

[Your first name]

Guest Wants to Cancel

• Send it: by hand, when a guest tells you they need to cancel.
• Fill in: nothing, unless you'd consider new dates; then keep that line.
• Leave out: any refund promised outside Airbnb, and any nudge to cancel when the guest is only unsure. Airbnb's Host Cancellation Policy says a host may not encourage the guest to cancel, which also rules out asking a guest to cancel so you avoid a host fee.

Hi [Guest first name],

I'm sorry your plans changed. You can cancel from your trip on Airbnb, and Airbnb will work out any refund.

[If you'd consider new dates: If you'd rather move the stay, tell me which dates you have in mind. You can send a change request through Airbnb instead of cancelling.]

I hope we get to host you another time.

[Your first name]

The cancellation policy you pick for your listing shapes these conversations. Our guide to Airbnb cancellation policy strategy covers how to choose one.

When You Have to Cancel

• Send it: by hand, the moment you know, and cancel through Airbnb at the same time.
• Fill in: a plain reason and, if you have one, another of your listings that's open for their dates.
• Leave out: any request that the guest cancel instead, and any offer to rebook them anywhere but Airbnb.

Hi [Guest first name],

I'm very sorry. [Plain reason, such as: A pipe burst at [Listing name] last night, and the house won't be ready by [Check-in date].] I've had to cancel your reservation, and Airbnb will refund you in full.

[If you have another listing open: My other place, [listing name], is free for your dates, and you can book it on Airbnb.]

I'm sorry to change your plans. I'll answer any questions here.

[Your first name]

If you cancel before check-in, the guest is entitled to a full refund under the Rebooking and Refund Policy. Airbnb also charges you a fee under its Host Cancellation Policy, in effect since October 9, 2023, and the fee depends on timing:

The minimum fee is $50, and the reservation amount leaves out taxes and guest fees. Airbnb also blocks the canceled dates on your calendar, and you may lose Superhost status. Fees can be waived for a Major Disruptive Event or certain valid reasons beyond your control, with documentation.

Example: with a made-up reservation amount of $2,000, canceling 10 days before check-in falls between 48 hours and 30 days, so the fee is 25%, or $500. Canceling 2 months out would cost 10%, or $200.

Checkout and Review Templates

The last three messages close the stay. Keep the checkout reminder to the tasks in your listing: Airbnb says hosts should not impose fees, charges or penalties for failing to perform specific cleaning or checkout tasks (Airbnb Help Center: additional fees).

Reviews run on a fixed clock. On the day of checkout, Airbnb prompts you and the guest to leave a review, and both of you have 14 days to submit. Reviews are posted once both are in or when the 14 days end, whichever comes first, and you can post a public response to a review left for you (Airbnb Help Center: reviews for homes).

Checkout Reminder

• Send it: scheduled, 1 day before checkout in the evening. Airbnb's Resource Center suggests sharing checkout time and instructions the evening before departure.
• Fill in: insert the checkout date, time and checkout instructions details.
• Leave out: fines, threats and new chores. If a task isn't in your listing's checkout instructions, it doesn't belong here.

Hi [Guest first name],

A reminder that checkout is tomorrow, [Checkout date], by [Checkout time].

Before you go:
[Checkout instructions]

[If true: There's no need to strip the beds or start the dishwasher.]

Safe travels, and thank you for staying at [Listing name].

[Your first name]

Review Request

• Send it: scheduled, 1 day after checkout. Airbnb's Resource Center suggests thanking guests and asking for feedback 24 to 48 hours after checkout.
• Fill in: nothing beyond the details.
• Leave out: offers, discounts, refunds, any star count, and any request to review the stay on another website, which the off-platform policy bans.

Hi [Guest first name],

Thanks again for staying at [Listing name]. If you have a few minutes, I'd be grateful for a review on Airbnb. It helps the next guests decide.

And if anything could have been better, tell me here so I can fix it for the next stay.

[Your first name]

Write your own review of the guest early in the window too, since reviews are published once both of you have submitted. Our 5-star reviews system covers what earns the review in the first place.

If a review goes wrong anyway, our guide to recovering from a bad Airbnb review covers the public response and what to fix.

Invitation to Come Back on Airbnb

• Send it: by hand, a few days after checkout, to guests you'd gladly host again.
• Fill in: nothing beyond the details.
• Leave out: links to your website, any offer to book outside Airbnb, and any request for their email. When they write back with dates, answer with a pre-approval or a special offer, the same as any inquiry.

Hi [Guest first name],

It was a pleasure having you at [Listing name]. If you'd like to come back, message me here on Airbnb with the dates you have in mind, and I'll check the calendar for you.

[Your first name]

Set Up the Whole Schedule This Week

You don't need all 33 templates on day one. Build the scheduled set first, because it runs for every guest without you, then save the by-hand replies so the hard messages are ready before you need them. The checklist follows that order.

Rules for Writing Your Own Templates

• One job per message. Entry details and house rules go in separate messages, so the guest finds the code without scrolling.
• Put the thing they need first. The code, the time or the answer belongs in the first two lines.
• Sign with a first name, even on a team account, so the guest knows who is answering.
• Read every template as a guest would once a quarter, and again whenever a code, password, trash day or check-in time changes.

If you also take bookings on Vrbo, Booking.com or your own website, a property management system with messaging across channels lets one set of templates cover them all. Vrbo and Booking.com have their own messaging rules, so check each platform's terms before you reuse a template there. Our directory of PMS platforms lists the main options.

None of these templates moves an Airbnb guest to your own website, because Airbnb's policy doesn't allow it. Direct bookings come from people who find you first, through Google, your own site, social media and AI answers. In Cavmir™'s July 2026 study of 550 Google AI answers across 15 U.S. vacation-rental markets, independent and regional operators received 82% of citations, and Airbnb or Vrbo appeared in 17% of answers (AI search visibility study).

If you want help building that channel, Cavmir builds direct booking websites for vacation rentals, so the guests who find you first have a place to book. Your Airbnb messages stay as they are.

Sources

Every figure in this guide comes from these sources, checked in October 2026.

• Airbnb Help Center, "Create and send quick replies to guests", October 2026: airbnb.com
• Airbnb Help Center, "Create scheduled quick replies and send them to guests automatically", October 2026: airbnb.com
• Airbnb Resource Center, "Using quick replies to save time", December 8, 2025: airbnb.com
• Airbnb Help Center, "Off-Platform and Fee Transparency Policy", October 2026: airbnb.com
• Airbnb Help Center, "Set up and manage your listing's connected smart lock", October 2026: airbnb.com
• Airbnb Help Center, "Improve your response rate and response time", October 2026: airbnb.com
• Airbnb Help Center, "What's required to be a Superhost", October 2026: airbnb.com
• Airbnb Help Center, "Encourage guests to book your place by pre-approving them", October 2026: airbnb.com
• Airbnb Help Center, "Boost bookings with special offers", October 2026: airbnb.com
• Airbnb Help Center, "Rebooking and Refund Policy", October 2026: airbnb.com
• Airbnb Help Center, "Request an early check-in time", October 2026: airbnb.com
• Airbnb Help Center, "How the Resolution Center helps you", October 2026: airbnb.com
• Airbnb Help Center, "Accessibility Policy", October 2026: airbnb.com
• Airbnb Help Center, "Refund your guest", October 2026: airbnb.com
• Airbnb Help Center, "Reviews Policy", October 2026: airbnb.com
• Airbnb Help Center, "What to do if you forgot something during a home stay, service, or experience", October 2026: airbnb.com
• Airbnb Help Center, "Host Cancellation Policy for homes", October 2026: airbnb.com
• Airbnb Help Center, "Add additional fees to home listings", October 2026: airbnb.com
• Airbnb Help Center, "Reviews for homes", October 2026: airbnb.com
• Cavmir, "AI search visibility for short-term rentals", July 2026: cavmir.com