In the short-term rental (STR) world, five-star reviews aren’t just about fluffy towels and trendy furniture—they’re about how guests feel from the first message to the final goodbye. At the heart of that feeling? Communication.
Exceptional hospitality isn’t reactive—it’s anticipatory. It shows up in the way you greet guests before they arrive, how you handle their needs mid-stay, and how you say goodbye after checkout. The best hosts build trust and comfort by being responsive, human, and just a step ahead.
Whether you manage one STR or twenty, here’s how to deliver a polished, warm, and review-worthy guest experience—without sounding like a robot or overdoing it.
Pre-Arrival Communication: Set the Tone Early
Why it matters:
The guest experience begins the moment a booking is confirmed. A well-crafted pre-arrival communication builds trust, reduces anxiety, and frames expectations.
What to include:
- Booking Confirmation with Personality: Reaffirm dates, introduce yourself or your team, and offer a warm welcome.
- House Manual & Local Guide Links: Send a digital guide with everything from Wi-Fi to the nearest grocery store.
- Check-In Instructions & Parking Info: Be ultra-clear—especially with smart locks or keypad entries.
- Pre-Stay Questionnaire (optional): Ask about occasion, arrival time, pets, or kid needs.
Pro Tip:
Add a personal touch if possible. Mention the weather forecast, a local event happening that weekend, or a restaurant you love nearby. Guests feel cared for when you anticipate, not just inform.
2. Mid-Stay Messaging: Stay Present Without Hovering
Why it matters:
Most guests won’t reach out unless there’s a problem—but that doesn’t mean they’re 100% satisfied. A quick mid-stay check-in can uncover small issues before they become negative reviews.
How to do it right:
- Send a simple message 24–36 hours into the stay, like: “Hi [First Name]! Just wanted to check in—hope everything’s going smoothly. Let us know if you need anything!”
- Monitor response time: Airbnb and VRBO both consider response speed in search ranking algorithms. Aim for under 10 minutes if possible.
- Don’t overwhelm them: One well-timed message is enough. Let them relax without constant notifications.
Pro Tip:
If they mention something positive in response (e.g., “We love the backyard!”), thank them and invite them to leave that detail in their review.
3. Hospitality Add-Ons That Create Emotional Value
Strong communication isn’t just verbal—it’s also about the experience you design.
Easy touches that feel luxe:
- Personalized welcome notes on the table or fridge
- A starter kit with bottled water, coffee, local snacks, or even coloring books if kids are included
- QR code on the wall for instant access to your guidebook, emergency info, or local dining discounts
- An “Oops I forgot” drawer: extra toothbrushes, travel-size deodorant, and a phone charger
Bonus:
Mention these little touches in your pre-arrival message so they don’t go unnoticed.
4. Post-Stay Communication: Leave a Lasting Impression
Your guest may be gone—but your relationship isn’t over. Smart follow-up messaging can lead to better reviews, referrals, or return bookings.
What to do:
- Thank them genuinely within 24 hours of checkout.
- Request a review subtly by expressing how much you value their feedback.
- Offer a return incentive: a discount code for future stays or a referral bonus (“Invite a friend, get $50 off your next stay.”)
Message Example:
“It was a pleasure hosting you, [Name]! We’d love to host you again. If you enjoyed your stay, a review goes a long way for small hosts like us. Safe travels!”
5. Use Technology—but Keep It Human
Modern STR hosts often use automation to scale communication. That’s fine—but it shouldn’t feel robotic.
Best tools:
- Hospitable, Guesty, or Smartbnb for message sequencing (pre-check-in, mid-stay, post-stay)
- WhatsApp or SMS for quick, informal updates during the stay
- Digital Guidebooks (Touch Stay, Hostfully) to replace endless PDFs
Tips for automation:
- Add variables (e.g., guest’s first name, check-in date)
- Schedule check-in and check-out texts at local-friendly hours
- Use natural language—not overly formal or copy/paste sounding
💡 Tech should handle the busywork. You handle the hospitality.
At the end of the day, a 5-star stay is about how your guest feels—welcomed, supported, respected. Thoughtful, proactive communication bridges the gap between good and unforgettable. It’s not about being perfect—it’s about being present, professional, and kind. With the right blend of automation and empathy, you can create a stay guests rave about long after checkout.
