Guest messages that lead to five-star reviews

Good messaging is one of the easiest ways to improve your reviews. Guests who feel looked after before they arrive tend to be more relaxed, more forgiving of small hiccups, and more likely to leave a glowing review.

The four messages that matter

You don’t need to send lots of messages. Four well-timed ones cover almost everything a guest needs to know.

• Booking confirmationStraight away. Thank them, confirm dates and say when check-in details will follow.
• Check-in detailsA few days before arrival: address, parking, how to get in, Wi-Fi.
• Morning after arrivalA short “settling in OK?” — the moment to fix small things before they become reviews.
• Check-out reminderThe evening before: time, what to do with keys and bins, and a thank-you.

Write like a host, not a hotel

Short sentences, your own voice, and the guest’s name. A warm two-line message beats a long template every time. Guests can tell when a message was written by a person who cares about the place.

Ask for the review at the right moment

The check-out reminder is the natural place. Keep it light: if they enjoyed their stay, a review helps a small business more than they might think. Then leave it there — one gentle ask is enough.

Set it up once

Write these messages once, in your own words, and let them send automatically for every booking. Then spend your time on the conversations that actually need you — the special requests, the celebrations and the occasional problem.