In short
- Guests mainly need to know where they are going, where to park and how to get inside.
- Order the information the way guests will use it, and be specific.
- Send it in stages according to the stay and keep one up-to-date version.
In this article
A message like “Could you send me the address and tell me where to park?” often means the guest is just looking for information they should have received in time and in one place. You don’t have to write every reply from scratch. Prepare short information that is always up to date and, after a booking, send the guest only the parts that apply to their stay. The goal is not a long manual but removing uncertainty before the journey.
Start with the guest’s three questions
Imagine someone arriving in the evening after a journey to a place they don’t know. They need to know: where exactly they are going, where to leave the car and how to get inside. Send the exact address, a map pin or a navigation link and point out the last turn, poor signal or an unpaved road. Describe the parking so that guests don’t block the neighbours. For self check-in, explain where to find the key box or how to operate the lock.
Don’t put security codes and sensitive access details in the public description. Share them individually through the agreed channel when the guest needs them; after the stay, change a shared code if several guests use it. If a guest arrives late, write whom to call and what to do if the entry device runs out of battery. The emergency contact must be genuinely reachable and able to come or send help.
Build an overview in the order the guest will use it
Dedicate the first part of the message to the dates and arrival: the date, the time from which check-in is possible, the exact address, parking and access. Then give a contact in case the guest can’t get inside. The second part covers the stay itself: Wi‑Fi, heating, waste, appliances, rules for pets, quiet hours and where smoking is allowed, if relevant. In the last part, describe departure: the time and what to do with the keys, dishes, heating and rubbish. For each rule, explain why it matters if that isn’t obvious.
Write the information specifically. Instead of “park correctly”, write “park on the gravel area to the left of the gate; the neighbour’s driveway must stay clear”. Instead of “turn on the heating in winter”, write where the thermostat is and what setting is usual. If guests have to operate the boiler, attach a simple guide and the contact of someone who can help. If the house is less suitable for small children or people with limited mobility, state the specific obstacles in advance so guests can decide in good time.
When to send messages
After confirming the booking, send a thank-you, the basic information and when the details will follow. A few days before arrival, send the route, parking and arrival instructions. On the day of departure, a short reminder of the important time and contact may be enough. Adapt the rhythm to the platform the guest booked through and to the messages they have already received. Don’t repeat information unnecessarily, and don’t promise that a message will arrive automatically if you send it by hand.
Message templates to copy
Fill in the details in square brackets and send the message to your guest. Send access codes only to the guest who needs them.
1 After confirming the booking
Hello [name], thank you for booking [property name] from [arrival date] to [departure date]. Your dates are confirmed. We will send you detailed instructions for arrival, parking and access [number] days before you arrive. Check-in is from [time], check-out by [time]. If you need anything in the meantime, just write to us or call [phone]. We look forward to welcoming you, [signature]
2 A few days before arrival
Hello [name], we’ll see you in a few days. Here is everything for your journey and arrival: Address: [address] Navigation: [map link] Last stretch: [e.g. turn left after the church; the last 300 m are unpaved] Parking: [exactly where; what must stay clear] Arrival: from [time] Access: [where to find the keys or how the lock works] Wi‑Fi: [network name] / [password] If anything doesn’t work, call [phone]; we are available until [time]. Safe travels, [signature]
3 On the day of departure
Hello [name], thank you for staying with us. Just a reminder that check-out is by [time]: – keys please [where] – rubbish [where / how to sort it] – heating [how to set it] If you have a moment, we would be grateful for an honest review. It helps us and future guests. Have a safe trip home, [signature]
Keep one up-to-date version
Create a source document with current details and prepare your messages from it. After changing the lock, the parking space or the Wi‑Fi, update the template straight away, not after the next complaint. Once a season, go through the route and instructions in person. Have someone who doesn’t know the house try to get in by following them. If your accommodation communicates in several languages, have the important instructions checked by someone who speaks the language; machine translation can mix up the names of appliances or safety instructions. Also set aside one sentence for an operational exception, such as a closed street or a lift repair, and update it only for the affected dates.
Arrival checklist
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If guests need similar information before booking, add it to your listing and website. BKNGWEB offers editable website content and your own booking form. Arrival instructions still need to be kept up to date, and you need to know how they reach your guests. You can read more about how a clear description helps guests decide in the article How to get your first bookings. If your accommodation is abroad and a local manager handles check-in, also go through the checklist for running an apartment abroad. For a website with your own texts, photos and a direct booking form, take a look at BKNGWEB.