Proper communication is very important when running a short-term rental business. For Aussie short-term rental owners, mastering guest communication tips can turn first-time visitors into loyal regulars. This guide offers insightful advice and short-term rental host tips tailored for Australian hosts - from crafting the perfect welcome message to handling hiccups with grace. Read on to learn how to talk to short-term rental guests at every stage of their stay, with example templates and local best practices.
Pre-arrival and check-in: Share key information clearly
Before your guests arrive (12 to 24 hours), send a message that covers the key details. Here is a checklist of what to include:
Check-in instructions: Ensure you have captured the address & directions, key pick-up/smart lock codes, and check-in time.
Wi-Fi details: Provide network name and password upfront to make tech-savvy travellers happy.
House rules highlight: Clear out Important rules like no smoking areas, quiet hours, or pet policies are important since they help guests know what to expect. Similarly, make sure to share the property basics, such as the parking instructions, how to use AC/heating, and any quirks (e.g., “tap needs a firm turn”).
Below are 3–4 friendly short-term rental message templates you can adapt:
- Booking confirmation – “Hi, Guest Name! Thanks for choosing our place in Melbourne. We are happy to host you. Your booking is confirmed for [dates]. I will send over check-in details a day before arrival. In the meantime, feel free to ask any questions – we’re here to help!”
- Pre-arrival reminder: “Hello, Guest Name! This is just a quick note before your arrival tomorrow. Check-in is from 3 PM. You can access the apartment using the lockbox at the front door (Code: 1234). The Wi-Fi is AussiePASS (password: Welcome123). Safe travels, and let us know if you need anything before you get here.”
- Day of check-in – “Guest Name, happy check-in day! The unit will be ready by 3 PM. Parking is on 3rd Jackson Street (Permit #A11D is in the unit). Welcome to Sydney!”
During the stay: Stay available without being intrusive
Once your guests have arrived, try as much as you can to be a helpful host while also respecting their privacy. Make sure that you are ready and available to address any issues. A rule of thumb is to provide your phone number/a co-host's phone number and list important contacts (like Australia’s 000 for emergencies).
These message templates can help show that you are attentive without overdoing it:
Mid-stay courtesy message
“Hi, Guest Name. I hope you are enjoying your time in Sydney so far. There is a great weekend market nearby if you are interested. Let me know if there is anything I can do for you during your stay. If not, I will leave you to explore and relax!”
Emergency info reminder
“Hey, Guest Name: if you need urgent assistance at any time (for example, a plumbing issue or lost keys), feel free to call this [number] 24/7. Also, the house manual on the kitchen counter has a list of emergency numbers.”
Common issues & how to offer solutions
Even with the best preparation, occasional issues can arise. Here are some issues that you should know to prepare firsthand:
- Cleanliness: Missed spot, insect complaints or bin not emptied, etc.
- Bathrooms: Low-pressure shower or lack of toiletries etc.
- Broken amenities: Aircon not working, kettle broken, etc.
- Noise: Neighbours complain about loud guests – or guests complain about external noise.
- Accuracy of listing information: Guests say photos or amenities don’t match what’s advertised.
Below is a brief guide for you you can handle these issues:
- Let the guest explain the issue. Sincerely apologise for the inconvenience and show you understand their frustration.
- Immediately outline what you will do. This might mean sending a cleaner, replacing a broken kettle, or calling a plumber.
- If a quick fix is not possible, provide alternatives. For example, if the washing machine breaks, offer to arrange a laundry service.
- After resolving the problem, follow up to ensure the guest is satisfied.
Post-stay communication: Request reviews and encourage loyalty
Your guests might be checking out, but your communication should not end at the door. This is a great moment to include a review request. The key is to ask kindly without pressure. Here are the post-stay templates you can use:
Thank you & review reminder
“Hi, Guest Name; thank you for choosing to stay with us! We hope you had a wonderful time in Brisbane. If you have a moment, we would greatly appreciate a review of your experience. Your feedback helps us improve and assists future travellers in their decisions. Safe travels, and we hope to host you again!”
Follow-up & future invitation
“Hello, Guest Name; I just wanted to say it was wonderful hosting you and your family. I left a 5-star review for you. If you ever find yourself back in Sydney, we’d be delighted to welcome you again. (We offer 10% off for return guests as a small thank-you.) Wishing you all the best on your onward journey!”
Holiday greetings to past guests
“Hi Guest Name, Happy holidays from Your Name! I hope you are doing well. I just wanted to send warm wishes and let you know you are always welcome back at our place if your travels bring you to Melbourne again. Have a wonderful New Year!”
Go beyond with smarter short-term rental management
Effective communication is just one part of being a successful host. To truly go beyond, consider tools that simplify other aspects of hosting, like pricing. One must-have tool is Beyond, an automated pricing platform that uses dynamic algorithms to adjust your nightly rates based on real-time market demand.
Hosts using Beyond have seen significant boosts in revenue (often around 40% higher earnings on average) thanks to data-driven pricing. If you are keen to maximise your income while maintaining high guest satisfaction in your short-term rental, give Beyond Analysis tool a try. With this software, you will optimise your pricing for local events, seasonality, and market trends without you lifting a finger.
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