Industry insights
Writing the perfect guest welcome message
14 Aug 2023
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By Amanda Sanders
It’s important that vacation rental hosts communicate with guests prior to arrival, and provide them with a warm welcome. Sending a welcome message to a newly booked guest is also your chance to make a great first impression. Therefore, when you’re writing a welcome letter, make sure you’re using the right tone and include the essential information. Here are our tips for creating the perfect welcome kit, and the most important things to include
Welcome pack template
For Travelnest hosts, we deal with all pre-booking enquiries from guests and booking confirmations, so you don’t need to do anything until you receive a new booking confirmation from us. The booking confirmation will contain the guest contact details, then it’s over to you to reach out to your guests. This is the perfect time to personalise your guest communication and tell them everything they need to know. We recommend following these three steps to welcome your guests before they arrive. You can also check out our welcome email template to help with writing any guest communications.
1. Initial welcome message
The first point of contact you should have with a guest is once the booking is first made. It is beneficial to send an initial welcome message to them as soon as possible, either via WhatsApp, text or email so it goes straight to their notifications! In this first message you should introduce yourself and add a personal greeting, as well as ask if they require anything. Make sure to not overload the guest with information at this point, as you can follow up with the important details nearer to the time of arrival. Emphasise that you look forward to hosting them, and include the following necessary information:
Your house rules
Cancellation policy information, should anything change
Check-in instructions such as key collection and check in times
Deposit collection if required
2. Pre-arrival email
A couple of days before your guest is due to arrive is the perfect opportunity to provide them with detailed instructions. If there has been a long period of time between the booking and the guest arriving, it’s also a friendly reminder! At this stage we recommend providing the guest with the information below, but there may also be other instructions you wish to provide if you cannot be there to greet them.
Reminder of key collection
Directions to the property and parking instructions
Your contact information, in case they need help during their stay
3. Welcome pack
On arrival, a welcome pack for guests is a great way to personalise your guest experience and provide an extra layer of service. They’re also a great way to show off your brand personality and ensure you get great guest reviews! Check out the Airbnb welcome pack guide for more inspiration. You should remind guests again of the important details within this, whether that is in the form of a folder or a detailed note. Here are some need-to-knows which guests will value:
How to use appliances such as the heating or kitchen facilities
WiFi details
Things to do in the local area
Locations of facilities such as bins or where to find spare bedding
Complimentary amenities for example tea and coffee or toiletries
Alternatively, use a tool such as Touch Stay and create a user-friendly digital guidebook saving you time. Touch Stay are used by thousands of Airbnb Superhosts worldwide who need a simple tech-based solution to improve the guest experience.
