Holiday Let Guest Emails and Communication Strategy

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One of the most important aspects of managing a holiday let is guest communication. The emails and messages you send can significantly enhance the guest experience.

However, writing emails to keep guests informed and answering the same questions repeatedly can be one of the most time-consuming tasks. But by utilising email templates or your property management software auto-messaging tools, you can save time by sending out information via automated messages throughout the booking process.

How to write effective guest messages

The key to writing a great guest emails is to customise the message based on the individual guest, so it doesn’t sound like a generic response. You want the message to include all the relevant information while inserting a friendly, conversational tone, just like you’d speak with a friend.

Begin with the guest’s name and include answers to any specific questions asked, ideally with links to relevant resources for further research. For example, if someone asks if your holiday cottage is suitable for dogs, tell them about your dog and your favourite walks, your secure outdoor space and the pet-friendly restaurants and attractions you recommend.

Your guest will probably be reading your reply on a mobile device, so keep your emails short and to the point. Make paragraphs digestible, use bullets to highlight key points and link to your website and useful resources for further information.

Add your email signature and telephone number, and sign off from your messages with the offer of more help and assistance if needed.

How to set up auto-responders

Guests want to be confident that the host will be responsive to their questions and requests. Therefore, setting up automated replies helps differentiate you from the competition and increases your bookings.

If you’re receiving emails directly to a specific email account, such as Gmail, you can create a message to automatically respond to emails. Ideally, you’ll want to use property management software (PMS) to automate messages and reply to enquiries.

Essential emails to send guests

From booking confirmations to payment reminders, here’s a list of essential emails to send guests.

Enquiry replies

The enquiry reply is your first email contact with would-be guests and has the potential to convert the enquiry into a booking. Ideally, send your reply immediately, but definitely within one hour. Holidaymakers usually contact several holiday lets at once to see who’s available for their chosen dates, so the quicker off the mark you are, the more likely you are to secure the booking.

Automated response

If you initially send an auto-response to confirm receipt of the enquiry, adding a timeframe for when they can expect a personal response helps set expectations and can keep a guest from moving on to another property.

Automated response example

Subject: (property_name) – Thanks for your enquiry

Hi there,

Thanks for enquiring about (property_name). This is an automated response, but I try to respond to all enquiries within 3 hours. In the meantime, please visit our website (website_url) where there are lots of photos and information.

I will be in touch shortly.

Regards,

(your name)
(signature with phone number, link to website and social media profiles

Customised enquiry reply 

Always include your property name in the subject so they know who the reply is from and the dates. For example, “Booking enquiry for Fellview Cottage 7-14 September”.

This email should confirm if your property is available for the requested dates, include the dates in the email (and the number of nights) so there’s no room for confusion. Confirm your rate, ideally a fully inclusive rate, if not, then breakdown any extra charges for dogs, etc.

Enquiries can come from a variety of sources, including online travel agents or your website. Because you don’t know how much information the potential guest already has, list your property’s unique selling points.

Including your frequently asked questions may also pre-emptively answer questions they may have.

Also, include a link to your holiday rental website where you can further convince potential guests that your holiday let is the right one for them. Your website reinforces the information guests saw in your advert and builds trust.

Have a clear call to action, tell them how to book and make it clear and easy. You could offer an incentive to book with you (e.g. a free welcome pack) if they book within 48 hours. Also, create a sense of urgency to convert the booking if you have limited availability, e.g. only 1 week left at this rate. Travel sites such as booking.com use this tactic with great success.

Don’t forget to include a link to your terms and conditions and cancellation policy.

How do you reply to a request for a discount? There are certain times when it’s a good idea to offer a discount or special offer. When you don’t discount (usually because the dates are popular), simply explain to the enquirer that the dates are likely to get booked, so you are unable to offer a discount. Suggest other dates (maybe to fill a booking gap) or recommend that they re-check nearer the time.

Top tip: If they use their first name in their enquiry, then use it in your replies to make it personal. Make your replies friendly and courteous, professional yet chatty.

Ask a question in your reply to build rapport and prompt further dialogue, e.g. if they are walkers, then ask them if they have done a specific local walk or suggest a few and link to them.

Use your email signature to point them to reviews of your property, your social media accounts, and let them know you’ll follow up with anything specific they have asked.

Booking enquiry reply 

Subject: Your enquiry for (property name & dates)

Dear (guest name)

Thank you for your enquiry about (property name).

I am pleased to confirm that the property is currently available from (dates) (x nights) and the rental cost is (£x).

Why choose us?

• (list your benefits and unique selling proposition)
• (any discount/special offer)

Please visit our website (website address) for more information on our holiday cottage, FAQ’s, information on the location and what previous guests have said about their stay with us. Hopefully the website will answer your questions, but if you need more information, then please don’t hesitate to get in touch by email or call me on (your phone number).

We would be delighted for you to stay at (property name), booking is straightforward. You can book on our website and pay the 25% deposit via credit card.

We will contact you 6 weeks before your holiday begins for the balance, then send the arrival details. For bookings within 6 weeks of arrival, we will require full payment on booking.

We get a steady stream of enquiries for this fabulous property, so we recommend that if you are interested in staying, you book as soon as possible to avoid disappointment.

Book now (website).

I look forward to hearing from you, and thank you for your interest. Do let me know if you have any other questions.

Regards

(your name)
(signature with phone number, link to website, social media profiles and reviews)

Booking chaser

Emails sometimes go astray or into spam folders. Many people also send enquiries to several different properties and often just need a gentle nudge to remind them to book before it’s too late.

If you don’t hear back within a couple of days, then follow up to make sure the guest received your reply and offer to answer any further questions. A simple chaser email can secure a booking, but only chase once and move on if you don’t receive a reply.

Top tip: If you have a contact number, you could also give the enquirer a call. Some owners prefer talking to guests over the phone as it allows them to discuss the property and answer questions.

Booking chaser

Subject: Reminder: Your enquiry for (property name & dates)

Dear (guest name)
You recently enquired about staying at (property name).

Since email sometimes goes astray, I’m writing again . . . have you already found a rental? If not, please let me know if you have any additional questions.

(Include details on how to book your property).

If you have already completed your accommodation arrangements, please accept our best wishes for your upcoming travels.

Regards

(your name)
(signature with phone number, link to website, social media profiles and reviews)

Booking confirmation

The holiday let booking confirmation is the most important email because it contains all the essential information you and the guest need to be clear about. An automated message should be sent within seconds of a confirmed booking.

The holiday home booking confirmation form should include:

Booking number
Owner information – your name, address, contact details.
Lead guest details – name, address, contact details.
Dates – confirm the date of arrival/departure, the number of nights, check-in and check-out time.
Number of guests – confirm the number of people who will be staying.
Cost – confirm the exact payment required for the stay, including any extras such as the cleaning or dog fee.
Security deposit (if applicable).
Payment schedule – list the dates when payment(s) are due. Include your bank details if the guest is paying via bank transfer.
The booking terms and conditions.

Guests will also appreciate your recommendations and helpful tips for how they can make the most of their time at your property at the time of booking.

Send them your recommendations (link to your blog posts) of things to see, do and where to eat in your local area. For those guests visiting during peak season, recommend that they book in advance.

For example:
-Top 10 restaurants
-Best beaches
-Weather guide and what to do on a rainy day
-An inventory list of what items are provided

Include or link to the most frequently asked questions and a copy of your guestbook.

Booking confirmation email

Subject: Your booking at [property name] is confirmed (booking number) 

Dear (customer name),

This is to let you know that I have received your booking deposit of (deposit amount) and can confirm that you have been booked to stay at (property name) from (holiday dates & number of nights).

The total price for this booking is (total), and the balance of (balance amount) is due no later than (date balance due). I will send you a reminder with a payment link a few days before.

(Insert the key points as outlined in the section above)

When I receive your full payment, I will send you the directions and welcome arrangements.

(Insert details of any extra requests or answer questions)

We are looking forward to welcoming you and are sure you will have a great holiday.

Regards,

(your name)
(signature with phone number, link to website, social media profiles and reviews)

Note: amend as necessary if payment is made in full.

Property unavailable

Don’t simply delete enquiries if you are already booked for the requested dates. If your property isn’t available, offer alternative dates. The enquirer may be flexible or bookmark your property for a future stay.

Top tip: If you are booked up, maybe suggest similar properties in your area that you know are a good choice. Be helpful.

Unavailable email

Subject: Re: your enquiry for (property name & dates)

Dear (guest name),

Thank you for enquiring about (property name). Unfortunately, our holiday let is booked during the period you requested. Are your dates flexible by any chance? I keep an up-to-date calendar on my website (link to availability calendar).

If you’re flexible, please let me know – or feel free to resubmit your bookings request on our website (website).

Regards,

(your name)
(signature with phone number, link to website and social media)

How to professionally decline a guest booking

Declining low-rated guests or a potentially troublesome guest is an occasional, yet necessary, part of running a holiday let. Every problematic guest has the potential to cause property damage, mess and stress.

If there are red flags in the guest ratings or your gut feeling tells you to decline, then that’s the right decision.

Some booking platforms allow you to decline bookings without sending a message. This keeps things brief and professional.

A simple response like “Unfortunately, the property isn’t available” works effectively. To justify unavailability, you could mention that the property is listed on multiple platforms if they dispute your availability.

Balance payment request

This is an automated reminder that’s sent a week before the balance is due. Again, include a link to pay by credit card or your bank details if the guest is paying via bank transfer. Once the balance payment has cleared, send a confirmation and outline what will happen next.

Request for balance

Subject: The balance for your stay at (property name) is due in the next few days

Dear (guest name),

You are due to arrive at (property name) for your holiday on (arrival date), and we hope you are looking forward to your stay.

You have already paid a booking deposit of (deposit paid), and I would be grateful if you could arrange to pay (balance amount due) for the balance of the rental, which is due by (due date).

(add payment details)

Upon receipt, I will send you directions to (property name) and the check-in details 14 days before arrival.

Regards,

(your name)
(signature with phone number, link to website and social media profiles)

Overdue balance reminder

If the balance isn’t received on the due date, send a reminder.

Subject: The balance for your stay at (property name) is now overdue

Dear (guest name),

The balance for your stay at (property name) from (holiday dates) is now overdue.

In case you have overlooked our recent email reminder, please pay the balance (insert amount) to prevent your stay from being cancelled as per the booking contract.

For your convenience, you can pay here (insert payment details).

Regards,

(your name)
(signature with phone number, link to website and social media profiles)

Balance payment confirmation

Subject: (property name) balance confirmation payment

Dear (guest name),

Thank you for your balance payment.

I will send the arrival information 14 days before your stay. It will detail everything you need to know, including directions, the arrival time, key collection details and other useful information.

Regards,

(your name)
signature with phone number, link to website and social media profiles)

Check-in and directions

About 14 days before arrival, provide your guests with all the information they need to arrive and enjoy your property.

Provide them with:

• Information on your check-in and check-out times.
• Directions to your property (include a what3words).
• Instructions about how to access the property – key safe code, where they can pick up the keys.
• Where to park.
• Wi-Fi and heating instructions
• Key information like the Wi-Fi details, heating instructions, etc.
• A link to/attach a copy of your guestbook.

Check-in and directions email

Subject: Check-in details for your upcoming stay at (property name & dates)

Dear (guest name)

This is to let you know the final arrangements for your stay at (property name) from (holiday dates). 

Check-in is (insert time). Please don’t arrive earlier than the agreed time as the property will be being cleaned and prepared for your stay.

(insert key collection/entry details and an emergency contact number to use if there are any problems)

(give detailed directions, what3words and the address of the property or attach the details with maps, etc).

There is a guestbook in the property with appliance instructions, useful information, directions and tips. Please take a few minutes to read this, as it contains essential information to make your stay an enjoyable one. Please share any useful tips for other guests in the guestbook.

Our guestbook can also be viewed here (insert a link to your guest information or attach it to your email). If you haven’t done so already, please take some time to read this information and our house rules before you arrive. It will help you make the most of your stay.

Should any issues arise during your stay, please report them to us promptly so we may attend to them as appropriate. We can be contacted at (contact details).

We hope you have a fantastic holiday.

Regards, 

(your name)
(signature with phone number, link to website, social media profiles)

Check-up message

The morning after check-in, send guests a text message asking how they have settled in, if they have everything they need or if they have any questions. Most guests won’t complain proactively, but they’ll respond when asked directly. A quick check-up message gives them a chance to bring any problems or questions to your attention before they develop into a grievance.

You could say something like:

Hi (guest name),

I just wanted to make sure you are enjoying your holiday, and you settled in ok.

If there is anything I can do to make your stay more enjoyable, or if you have any questions, please don’t hesitate to ask.

Regards,

(your name)
(signature with phone number, link to website, social media)

Checkout instructions

Providing clear checkout instructions lets your guests know what you expect from them at the end of their stay, so there is no room for misunderstanding. This makes the job of your cleaner much easier, allowing them enough time to take care of everything before your next guests arrive.

Send this email before they arrive and again a couple of days before your guests leave.

Firstly, thank them for staying with you and outline anything the guests need to do before leaving the property, such as:

– Confirm the checkout time they have to leave by
– Remind guests to turn off all the lights
– Set the thermostat back to a specific temperature
– Close all windows and lock doors before leaving
– Dispose of any food they brought with them
– Washup/load the dishwasher
– Empty the bins
– What the guests should do with the keys when they leave
– Inform you of any damage, missing items or problems encountered during their stay.

If you charge a cleaning fee, avoid demanding too much from your guests and keep your instructions to a minimum.

If you have had issues in the past, you may want to consider adding a late checkout fee in the booking terms and conditions. Explain why it’s important that guests check out on time, so your guests understand why you are enforcing it.

Follow-up

Within 24 hours of your guests’ departure, send them an email thanking them for being your guests. You can also use this email to encourage loyalty by turning first-time guests into repeat bookers.

Reviews are essential for building trust, but unless guests are asked, they are unlikely to leave a review about their stay. Encourage guests to tell other people why they enjoyed their stay, and make it easy by sending them a link to where they can leave their review.

Things to include:

• Offer a repeat friend and family booking discount.
• Ask for a review
• A request to follow or like your social media profiles.
• Communicate details of the security deposit – when you’re returning it, and how much.
• Ask them to subscribe to your newsletter to hear about your special offers and news about your area.

Follow-up email 

Subject: Your recent stay at (property name)

Dear (guest name)

We do hope you enjoyed your holiday in (property name) and that you have happy memories of your stay.

(If you’ve left them a glowing review on the site they used to book, tell them).

If you have any comments about our holiday home or suggestions about how we could improve it, we would love to hear them. Please could you take a few seconds to write a review about our (property name) at (insert website where they can write a review, e.g. your website or the site where they booked).

It only takes a few minutes and helps other guests benefit from your experience and advice. Any feedback you have is greatly appreciated.

We hope that we may be welcoming you back to our holiday home in the future. As an extra way to say ‘thank you’ for choosing us, if you or your friends wish to book again, you are entitled to (X%) off the rental rates. Simply use (this code) when you book online through our website.

Regards,

(your name)
(signature with phone number, link to website, social media profiles and reviews)

Booking cancellations and refund requests

Hopefully, booking cancellations will be rare. It’s a difficult situation to deal with, and each owner deals with cancellations differently depending on the reason for cancelling and the cancellation terms in the booking contract.

The following email may be useful, but tailor it to the individual circumstances and whether you are able to re-advertise the dates or not. Try to be as understanding with your guests as possible and add condolences if they’ve had to cancel due to family bereavement.

Booking cancellation

Subject: Cancellation of your holiday at (property name and dates)

Dear (guest name)

We are very sorry to hear that you have decided to cancel your holiday at (your property name) from (holiday dates). We remind you of our cancellation policy and the booking terms and conditions (link to t&c’s).

We have re-advertised the dates, and hopefully we will find someone to stay. If we can re-let the dates, we will refund (the amount paid) less a £30.00 administration charge and any costs incurred in re-advertising the holiday.

If we are unable to re-let the dates, we will refund any costs which we will not incur due to your cancellation, being the cleaning and utility costs which equate to (£).

If you would like us to supply any paperwork to support a travel insurance claim, then please let us know.

We will let you know if we manage to re-let the dates and confirm any refund due.

Regards,

(your name)
(signature with phone number, link to website)

With email templates and the right property management software, you can avoid repetitive tasks and save time by automating your emails to send throughout the booking process. But remember, where possible, your correspondence should be personalised and tailored to the individual guests’ needs.