Automate your guest messages

The five messages every booking needs — with the right send times, variables, and template copy for Smoobu.

Why messaging automation is the highest-ROI setup task

Most negative reviews don't come from the apartment itself — they come from communication gaps: the guest didn't know how to get in, the code arrived late, there was no check-out reminder. Smoobu can handle all of this automatically. But only if you set up the templates properly once. Takes about 45 minutes; saves hours every week.

Where to find message templates in Smoobu

  1. Open Smoobu → left menu → Automation → Messages.
  2. You'll see a list of all existing templates. Add new ones from the top-right button.
  3. Each template has: subject line, message body, trigger (e.g. "X days before check-in"), property (or "all"), and channel (Airbnb, Booking.com, all).
  4. Click "Insert variable" in the text editor to add placeholders like guest name, check-in time, or access code — never type them by hand.
Channel routing note: Airbnb messages go through Airbnb's messaging system — Smoobu sends on your behalf as a proxy. Direct bookings and Booking.com come from your configured sender email. Make sure a sender address is set in Smoobu → Settings → Email.

The five core templates

1

Booking confirmation

Immediately after booking

Confirms the booking, reassures the guest, sets the communication tone. Keep it short — the guest just wants to know the booking went through.

Hi {{guest_firstname}},

thanks for booking — looking forward to your stay at {{apartment_name}}.

Check-in: {{checkin_date}} from {{checkin_time}}
Check-out: {{checkout_date}} by {{checkout_time}}

About 72 hours before arrival I'll send you a separate message with check-in instructions and your door code.

See you soon,
{{host_name}}
{{guest_firstname}}{{checkin_date}}{{checkout_date}}{{apartment_name}}
2

Pre-arrival with door code

72 hours before check-in

The most important message. Too early (7+ days) and it gets buried. Too late (12h before) and the guest might be travelling without Wi-Fi. 72 hours is the sweet spot: close enough that they're paying attention, early enough to answer any questions.

Hi {{guest_firstname}},

you're arriving soon — here's everything you need for check-in.

Address: {{apartment_address}}
Check-in from: {{checkin_time}} on {{checkin_date}}
Door code: {{access_code}}

Enter the code on the keypad outside the front door. No app needed.

[Add: Wi-Fi credentials, parking info, house rules]

Feel free to message me with any questions.
{{host_name}}
{{guest_firstname}}{{access_code}}{{checkin_date}}{{checkin_time}}{{apartment_address}}
3

Check-in check

2 hours after check-in time

Short message on arrival day: everything okay? Gives guests a low-friction way to flag problems before they become bad reviews. Optional, but the ROI is high.

Hi {{guest_firstname}},

hope you arrived safely! Is everything alright at {{apartment_name}}?

Just drop me a message if anything is missing or needs sorting.

{{host_name}}
{{guest_firstname}}{{apartment_name}}
4

Check-out reminder

Evening before check-out (or 10 hours before)

Reminder of check-out time and process. Reduces late check-outs and missed key returns for setups without a smart lock.

Hi {{guest_firstname}},

just a reminder that check-out is tomorrow, {{checkout_date}}, by {{checkout_time}}.

[Add: check-out instructions — lock the door, leave the key, close windows, etc.]

Hope you had a great stay!
{{host_name}}
{{guest_firstname}}{{checkout_date}}{{checkout_time}}
5

Review request

24–48 hours after check-out

Timing matters: immediately after check-out feels pushy. 24–48 hours is optimal — the guest is home, relaxed, and positive memories are fresh. On Airbnb, reviews are only shown after both parties submit, so tone matters more than a direct link.

Hi {{guest_firstname}},

was great having you at {{apartment_name}}! Hope you enjoyed it.

If you'd like to leave a review, I'd really appreciate it — it helps other guests decide and gives me useful feedback.

Warm regards,
{{host_name}}
{{guest_firstname}}{{apartment_name}}

Review requests: timing and tactics

Timing is the most common mistake. Send a review request immediately after checkout and it reads as automated pressure. Send it three weeks later and the stay has faded. 24–48 hours is the window: guests are home, relaxed, and the positive memories are still sharp.

On Airbnb, reviews are hidden until both parties submit — or until 14 days pass. Submitting yours first nudges the guest to respond. Waiting to see if they review first costs completions.

One request. Not two. A follow-up reminder comes across as pressure, and pressure is the fastest route to a defensive review.

Direct bookings and Booking.com

These platforms have no built-in review flow. Your post-stay message is the only prompt the guest will see. One specific detail from the stay — even just naming the apartment or something they enjoyed — is the difference between a message that gets read and one that gets ignored.

Common issues

Messages aren't being sent to Airbnb guests

Airbnb messages via Smoobu require Smoobu to be authorised as a messaging sender in your Airbnb account. Check: Smoobu → Settings → Channels → Airbnb → "Messaging enabled". If the option is missing or toggled off, re-authorise the Airbnb connection.

Guest isn't receiving the pre-arrival message — even though the template is set up

Common causes: (1) The template is scoped to a specific property but the booking is on another. Set the filter to "All properties". (2) The booking was created after the trigger point (e.g. last-minute booking, 24h before check-in). Smoobu doesn't fire a trigger that's already in the past — create a separate template with "immediately" or "1 hour after booking" for last-minute reservations. (3) The trigger is set to a specific time but check-in time isn't stored in Smoobu.

Access code placeholder is empty in the sent message

The {{access_code}} variable only outputs a value if the code was generated before the message send time. If the lock was offline at booking, there's no code. Fix: check the booking under "Smart Lock" — if empty, restore the connection, click "Regenerate code", then send the message manually.

I want different templates for different channels

Smoobu supports channel-specific templates. When creating a template, choose Airbnb, Booking.com, Smoobu Direct, or "all channels" under the Channel field. Create a direct booking template (with bank transfer details) and a separate OTA template (without payment info).

Want to set up your whole messaging system properly? I'm happy to help with setup — especially if you're combining smart lock automation with guest messaging.

Get in touch → → Set up smart locks with Nuki

The channel manager I actually use. Airbnb, Booking.com, and direct bookings in one dashboard — 14-day free trial, no credit card.

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