What do you include in your welcome message?

[Elisa]

 

Hello everyone, and wishing you a great week! 😊

Today, I’d like to talk about the welcome message. It’s that first little moment when guests start to feel they’re in good hands.

Some hosts keep it short and sweet—check-in time, Wi-Fi, house rules. Others add a personal touch, like a nearby bakery they love or a kind note to say, “I’m glad you’re here.” 

There’s no right way to do it, just your way.

What do you like to include in your welcome message?

I’m looking forward to reading your thoughts!

Warm Regards,

Elisa 🌻

[Elisa]

Hi @Bekalu0 😊, 

Thank you for sharing this here!

This is a lovely welcome message, great tips inside. Well done 😍

What kind of replies do you usually get?

Warm regards 🌻,

[Sharon1192]

Hi there, I have an immediate welcome message when they book, about 3 sentences that say thanks for booking, how we love sharing our tiny house with others and how we love our town and that we will send check in instructions just before arrival.

Night before check in I sent the Welcome, Check in message. I did have a template Ive used for yrs, last yr I ran it through Chat gpt to make it more personable, you can tailor it to your personality or vibe of your guests, etc. I said to make it more cozy, romantic sounding as that is more of my vibe, but you can insert all different terms "Make it sound more cheeky, make it sound like a romantic stay" insert whatever terms, whatever your vibe or guest avatar typically is or the mood you like to give off from your place. I edited it. Also make things more short and sweet and take out a lot of the Caps and DO NOT or negative sounding talk. Such as "Please refrain from smoking or vaping, this keeps the place fresh and clean" with a flower emoji.  People dont like seeing a bunch of Do not do this or that. Chat gpt can run through your message and soften it too. I also dont send many messages during the stay anymore as it seems airbnb is already doing that and I find it frankly annoying myself when im traveling and I get all those automatic airbnb messages. My guests are typically 1-3 nites and I live on site so they can find me easily or ask me questions. I save more personal recommendations for once they check in or if they ask questions, such as we have a top restaurant here in town that is a must and is in walking distance to our place, but its not open ever day and its only open for dinner, so not all guests stay here when its open or get in after its closed. So I reserve that depending on their stay and if that aligns. I tell them if there is road construction or anything else going on or a special event that sometimes effects getting into our street, they really seem to appreciate that.

[Elisa]

Hi @Sharon1192 😊, 

Thank you for sharing this here!

Your approach is so accurate, I'm impressed. How long have you been hosting?

Warm regards 🌻,

[Sharon1192]

Thanks Elisa, Ive been hosting for 5 yrs

[Sean1710]

I send one message automatically after a guest books which opens with a warm greeting. I thank them and give them a big welcome to San Diego. Then I layout serveral important house rules - all guests must register, what are the checkin and checkout times, available parking and strict non smoking. I want to give them the opportunity to cancel quickly in case they missed any of them prior to making the reservation. Then, one day prior to their start date, I send a second automated message wherein I provide, the physical address, the lockbox number, wifi info and extensive details about the neighborhood setting as well as the interior of the rental. I try make it as simple as possible for them to get settled into their new home. They shouldn't have to reach out to me with questions immediately upon arrival if I've done this well. To me, this empowers them. It maximizes their comfort, sense of security and privacy to have those details up front and in writing to consult at their leisure. I strive to make all of my communications this way, to be prompt, clear and thorough.

[Elisa]

Hi @Sean1710 😊, 

Thank you for your comment here!

This is a great start with your guests. From where are you sending the automated message?

Warm regards 🌻,

[Saundra-Lee0]

I try to minimze what I include in the welcome message by putting check in directions and the key code and wifi password. I always include a greeting as well to be personable to guests 🙂 

[Elisa]

Hi @Saundra-Lee0 😊, 

Thank you for participating in this conversation. 

How do you personalise your greetings?

I'd love to understand your approach, you might have so many creative ideas! 😍

Warm regards 🌻,

[Pascale653]

Hi @Elisa

Below is wording of my welcome note to guests, which also includes two more pages, one with fire exit instructions (a requirement here) and a copy of the house rules (I share my apartment with my guests who rent one bedroom) :

Dear ‘handwritten name’

Welcome!

WIFI:                     

PASSWORD:         

I hope that you will enjoy your stay here.

Please don’t hesitate to disturb me at any time, should you need anything or wish to ask any questions.

As I am working towards gaining positive 5 stars ratings, you are most welcome to give me immediate feedback over anything that requires urgent attention.

Or else, any suggestions you may have over future improvements for this flat can be written on the back of this sheet.

Your safety and comfort are important to me.

‘Handwritten signature’

PS: I would be grateful if you would treat this place as if it were your own.

[Elisa]

Hi @Pascale653 😊,

Thank you for sharing this comment here.

This is a great message!

Do you always use the same one, or do you change it a bit depending on the guest you're welcoming?

Warm regards 🌻,

[Pascale653]

Hi @Elisa,

Thank you. It's the same message for everyone.  

[Elisa]

Hi @Pascale653 😊, 

Thank you for letting me know!

How do your guests react to it?

Warm regards 🌻,

[Pascale653]

Hi @Elisa

I don’t get any comments about it, but I think it helps guests feel more comfortable in asking me questions, or for extra help, and that I do care about them enjoying their stay.  I also think it helps guests understand that I value their opinion and to make them feel empowered in giving a rating.  I added this welcome note after I was given a truly awful (🥺) rating a few weeks after starting Airbnb.

[Elisa]

Thank you for letting me know, @Pascale653 😊

You’re totally right. What kind of questions do guests usually ask you after receiving this message?

Warm regards 🌻,

[Pascale653]

Hello @Elisa

I realise belatedly that I may have misunderstood the meaning of the words ‘welcome message’ – my apologies - as I understood it to be a piece of printed paper left on guest’s desk in room, once the guest has arrived at the apartment, instead of the online welcome message after the guest has just booked.  So, in the case of a message after a guest has booked online, I thank them and say they will be welcome.  Then, depending on information guest has sent upon booking, I will ask them questions such as to confirm that they have read the house rules, especially if they have no or very few ratings.  I inform them that they will receive directions to my place a few days before their arrival and leave it open to ask any questions they may have, which they rarely have at that stage.

In the case of the welcome note left on guest’s desk when they arrive at the apartment, when there are questions, it may be about using the washing machine, local cafes/restaurants, public transport, if guest can come in at any time of the night (which of course they can).  I have added a small house manual, but verbal communication is usually preferred.

Sorry for the long winded reply.