Every stay needs the same seven messages, from booking confirmation to review request. Send them by hand across several properties and guest communication becomes a full-time job. Here's the guest message timeline I automate for short-term rental hosts and property managers, with example messages and the platform limits to plan around.
First, know where each message should come from
Booking platforms control how you can contact their guests. Some route messages through their own inbox and limit or mask guest contact details, and they have their own rules about moving guests off-platform. So in practice:
- Platform bookings: many hosts send the stay messages through their property management system, which posts into the platform's inbox. GoHighLevel handles what happens around the stay: team coordination, and post-stay marketing to guests who gave consent.
- Direct bookings: GoHighLevel can run the whole guest journey by SMS and email, because the guest booked with you directly.
Check your platforms' current host policies before you automate anything outside their messaging.
The 7-message guest timeline
1. Booking confirmation (immediately)
Hi Emma, you're booked at Harbour View Apartment for 12–15 March 🎉 We'll send check-in details 3 days before arrival. Any questions, just reply here.
2. Pre-arrival (3 days before)
Hi Emma, looking forward to having you on Friday! Here's your guide with directions, parking and Wi-Fi: [link]. Check-in is from 3pm.
3. Check-in details (morning of arrival)
Good morning Emma! Your entry code for today is [code], valid from 3pm. Reply if your arrival time changes.
4. Mid-stay check-in (first morning)
Hi Emma, hope you slept well! Is everything OK with the apartment? Let us know if you need anything.
This is the most underrated message. It catches small problems while you can still fix them, before they turn into a bad review.
5. Checkout reminder (evening before)
Hi Emma, a quick reminder that checkout is at 10am tomorrow. Just leave the keys on the kitchen counter. Safe travels!
6. Review request (after checkout)
Thanks for staying with us, Emma! If you enjoyed it, a quick review would mean a lot: [link]
7. Return-guest offer (months later, with consent)
Hi Emma, it's been a while! Book your next stay directly with us and get 10% off: [link]. Reply STOP to opt out.
Behind the scenes: team coordination
- Cleaner turnover: when a guest checks out, the cleaner gets the property, time and next check-in automatically.
- Maintenance: issues reported mid-stay create a task and notify whoever handles repairs.
- Owner updates: property managers can send owners regular automated summaries.
Connecting your booking data
Messages need to fire from booking dates, so bookings have to reach GoHighLevel. Many property management systems and channel managers can send booking events through native integrations, Zapier, n8n or webhooks. Where there's no ready-made connection, I build it with webhooks and APIs. That's the kind of work I describe in when GoHighLevel isn't enough.
Growing direct bookings
Past guests are the cheapest bookings you'll ever get. With their consent, GoHighLevel can send return-stay offers, seasonal campaigns and occasion messages that point to your own booking page. A fast, custom direct-booking website helps here. See GoHighLevel website vs a custom website.
Rules to respect
- Keep stay messages (service) separate from offers (marketing), so opt-outs never block check-in details.
- Marketing texts and emails need consent. See my guides for the US, UK and EU and Australia.
- Never send entry codes earlier than needed, and change them between guests.
Want your guest journey automated?
Hospitality and short-term rental guest communication is one of my specialisms. I can map your current guest journey and automate it in GoHighLevel. Start with a $97 audit, or see GoHighLevel for short-term rentals and pricing.