Automated Messaging Template Handbook

The hosts who earn five-star reviews are not answering more messages. They are answering none — because the sequence already said it, at the right moment, in their voice. This is that sequence, written out and ready to paste into your PMS.

The core ten. Booking confirmation and verification request, the pre-arrival message that prevents most guest questions, the day-of check-in, the 8 PM arrival-night message, mid-stay, upsell, pre-checkout, post-checkout and the review request — each with its trigger, its timing, its goal and the tone to hit.

Fifteen situational templates for the moments that used to need a phone call: early arrival, late arrival, lockout and code-not-working, noise first notice and escalation, extra guests detected, maintenance during the stay, the stay-extension offer that fills an orphan night, cancellation acknowledgement, refund request, damage found after checkout, and lost items.

Four review responses — the public replies the next hundred guests will read, including the one-to-two-star reply that apologises once, states the fix and stops.

Every template is written with {variables} so it personalises itself, and every one has a Make It Yours box to rewrite it in your voice before it goes in. The back of the book carries the variable reference, the platform-by-platform versions, a property variables sheet to fill once, and a PMS setup checklist so the whole sequence goes live in order.

30 pages. 25 templates. 67 fillable fields.