Guest Communication Package

Description

• Communicate Clearly at Every Stage of the Guest Journey

  Professional guest communication builds trust, prevents misunderstandings and helps your rental operation run more smoothly.

  The RealCentris Guest Communication Package provides customized, ready-to-use message templates for the complete guest journey. Each message is adapted to your property, policies, check-in process and communication style.

  The templates can be used on Airbnb, Booking.com, your direct-booking website, email or other supported communication channels.

  What’s Included

  The package includes customized templates for one property:

  • Reservation confirmation
  • Guest identification and information request
  • Pre-arrival reminder
  • Parking-information request
  • Check-in and access instructions
  • Welcome message
  • First-night satisfaction follow-up
  • Response to common guest questions
  • Quiet-hours reminder
  • House-rules reminder
  • Check-out reminder
  • Check-out instructions
  • Post-departure thank-you message
  • Guest review request
  • Host review template
  • One revision round

  Reservation Confirmation

  A professional confirmation message welcoming the guest and summarizing the essential reservation details, including:

  • Guest name
  • Arrival and departure dates
  • Number of registered guests
  • Check-in and check-out times
  • Property address or location
  • Important next steps
  • Host contact information

  Pre-Arrival Communication

  Templates designed to collect required information and prepare guests before arrival, including:

  • Estimated arrival time
  • Guest identification, when required
  • Names or number of additional guests
  • Vehicle description and licence-plate information
  • Special requests or accessibility needs
  • Reminder of important property policies

  Check-In and Access Instructions

  Clear instructions to help guests enter the property confidently and reduce last-minute questions. These may include:

  • Property address
  • Parking directions
  • Entrance location
  • Door code or key instructions
  • Wi-Fi information
  • Host or emergency contact details
  • Essential arrival reminders

  For security, sensitive access codes should only be sent at the appropriate time and through a secure communication channel.

  During-the-Stay Messages

  Professional templates to support guests while protecting the property, including:

  • Welcome and first-night follow-up
  • Response to maintenance or cleanliness concerns
  • Wi-Fi and amenity assistance
  • Parking clarification
  • Noise or quiet-hours reminder
  • Unauthorized-guest reminder
  • Smoking-policy reminder
  • General issue acknowledgement and follow-up

  Check-Out Communication

  Clear messages that explain what guests should do before departure, including:

  • Check-out time
  • Key or access-code instructions
  • Basic tidying expectations
  • Garbage or recycling directions
  • Parking reminders
  • Personal-belongings reminder
  • Confirmation of departure

  Post-Stay Follow-Up

  Templates designed to close the guest journey professionally and encourage feedback:

  • Thank-you message
  • Review request
  • Private-feedback request
  • Host review template
  • Invitation to book directly or return in the future, where permitted

  Common-Situation Response Templates

  The package may also include responses for frequently encountered situations, such as:

  • Early check-in request
  • Late check-out request
  • Additional or unauthorized guest
  • Reservation modification
  • Cancellation request
  • Pet request
  • Lost key or access issue
  • Noise complaint
  • Smoking violation
  • Damage or excessive-cleaning concern
  • Item left behind
  • Refund or compensation request

  Customization

  The messages will be customized using the information you provide, including:

  • Property name and address
  • Check-in and check-out times
  • Access method
  • Parking arrangements
  • Wi-Fi details
  • House rules
  • Quiet hours
  • Guest-identification requirements
  • Contact and emergency information
  • Applicable fees and restrictions
  • Preferred communication style

  Ideal For

  • New short-term-rental hosts
  • Hosts receiving frequent questions from guests
  • Owners managing Airbnb or Booking.com listings
  • Properties using self-check-in
  • Multi-unit accommodations
  • Hosts who want more consistent communication
  • Owners preparing to automate guest messages
  • Properties serving guests in more than one language

  How It Works

  1. Purchase the Guest Communication Package.
  2. Complete the property communication questionnaire.
  3. Submit your current house rules, policies and access instructions.
  4. RealCentris prepares the customized message templates.
  5. You review the templates and submit your feedback.
  6. We complete one reasonable revision round.
  7. You receive the final editable message package.

  Delivery Format

  The templates will be delivered in an editable digital format so that you can:

  • Copy them into Airbnb or Booking.com
  • Use them in email or messaging applications
  • Add them to your property-management system
  • Customize reservation-specific information
  • Update operational details when necessary

  Platform automation and direct configuration are not included unless specifically stated in the order or quotation.

  Available Language Options

  The standard package includes one language.

  English and French bilingual delivery may be selected as an add-on. Other language requirements can be evaluated and quoted separately.

  Estimated Delivery

  The completed package will normally be delivered within 5–7 business days after all required property information and policies have been received.

  Important Information

  • The price applies to one property and one language unless otherwise stated.
  • The package includes message templates and does not include continuous guest messaging or reservation management.
  • Platform configuration, automated-message setup and property-management-system integration are available separately.
  • The client must verify all property details, access instructions, policies, fees and contact information before using the templates.
  • Access codes and other sensitive information should be managed securely and updated whenever required.
  • Messages concerning damage, charges, refunds, cancellations or disputes remain subject to the applicable booking platform’s policies and the client’s rental terms.
  • RealCentris does not guarantee guest satisfaction, positive reviews, reservations or rental income.
  • Additional properties, languages, revisions or specialized messages may be billed separately.
  • Applicable taxes are additional.