5 Pre-Arrival Messages for Guests (Cuts Questions by 70%)

I’ve been renting out 7 apartments in Split since 2016. The first two seasons were hell. Not because of the guests, but because of me. My phone was ringing off the hook. "Where’s the parking?", "What’s the WiFi password?", "Did you forget about us?". The same questions, a dozen times a day. I was losing my mind, and guests were arriving already a bit frustrated. I thought this was just part of the job.

It’s not. After nine years and hundreds of guests—from Germans who plan every minute to Americans booking from the airport—I developed a system. A system of five simple messages. Since I implemented them about five years ago, the number of calls and messages with the same old questions has dropped by, and I'm not exaggerating, about 70%. Guests arrive happier, I’m calmer, and my reviews are better. This isn't some marketing magic; it's pure organization. Here's exactly what I send and when.

— 01Message #1: Immediately After Booking – Confirmation & Welcome

Send your first message within a minute of a new booking. It should confirm the reservation, thank the guest, and set a professional, welcoming tone. Include a brief summary of their booking (dates, number of guests) to build immediate trust and ease any anxiety they might have after spending 800 EUR on your property.

This is a key psychological moment. The guest just hit "Book" and gave you their credit card number. An instant, personalized confirmation tells them, "Everything's okay, we've got your reservation, and we're looking forward to your stay." Booking.com and Airbnb have excellent tools to automate this. Set it up once and forget about it. The important thing is not to overwhelm them with information right away. Nobody is thinking about parking three months in advance. The goal of this message is just one thing: to say "Thanks and welcome."

Template: Immediately After Booking

Subject: Your reservation for Apartment More, Split is confirmed!

Hi {Guest Name}, Thanks for booking our apartment from {Arrival Date} to {Departure Date}. We're looking forward to hosting you! I'll send over all the details about your arrival, the address, and how to get the keys about a week before you get here, so everything is fresh in your mind. If you have any questions in the meantime, feel free to ask. Best regards, Mario

— 02Message #2: One Week Before Arrival – All the Practical Info

One week before arrival, send an email with all the practical information your guest will need. This message should include the exact address with a Google Maps link, parking instructions, key pickup details (lockbox or in-person), and the WiFi password. This single message solves 80% of common questions and prevents last-minute panic calls.

Be brutally detailed. If parking is public and paid, write exactly which zone it is and how much it costs per hour (e.g., in Split, Zona 2 is about 1 EUR/hour). If you have a key lockbox, film a short 15-second video of how to use it and send a link. A good lockbox costs about 40 EUR and is the best investment I've ever made. Give them the WiFi password now. Why should they have to look for it when they walk in, tired from their trip? The goal is to make the guest feel like you've thought of everything.

Template: 7 Days Before Arrival

Subject: Important Information for Your Upcoming Stay in Split

Hi {Guest Name}, Hope you're getting excited about your trip! Here is all the information you'll need for a smooth arrival and check-in: 1. Address: Moja ulica 1, 21000 Split Google Maps link: {insert link} 2. Parking: The apartment does not have private parking. The nearest public parking is on the next street (Zona 2, paid approx. 1 EUR/hour from 7:00 AM to 7:00 PM). Alternatively, free parking can be found a 10-minute walk away, and I'd be happy to show you where. 3. Key Pickup (Check-in): Check-in is available from 3:00 PM. We use a key lockbox for a flexible arrival. The lockbox is located to the right of the front door. The code is 1234. Please let me know your approximate arrival time. 4. WiFi: Network: ApartmanMore_5G Password: Summer2026 5. Guest Registration (eVisitor): Please send me photos of the IDs or passports for all guests so I can register you in the eVisitor system. This is a legal requirement for all tourists in Croatia. See you soon! Mario

— 03Message #3: 24 Hours Before Arrival – The Final Touches & Weather Forecast

This message, sent 24 hours before arrival, is a final reminder with a personal touch. Confirm their estimated arrival time, include a brief weather forecast for the next few days, and ask if they need anything specific, like a baby crib. It shows you care and gives you one last chance to get their info for the mandatory eVisitor registration. Per the Zakon o ugostiteljskoj djelatnosti (Hospitality and Catering Industry Act), guest registration within 24 hours is mandatory, and the fines are steep.

A small touch like a weather forecast (just copy-paste it from DHMZ) works wonders. It tells the guest, "I'm thinking about you and your experience, not just your booking." Last year, I had a family from Ireland. I sent them a forecast with three days of sun. They replied in 5 minutes: "Thanks! We just repacked and took out the umbrellas to make room for more swimsuits!" It's these little things that lead to 10-star reviews.

Template: 24 Hours Before Arrival

Hi {Guest Name}, Just a quick message to check that everything is going well with your travels. The apartment will be ready for you tomorrow from 3:00 PM. The weather forecast for Split looks fantastic: sunny and 28°C tomorrow, and 29°C the day after. Perfect beach weather! Just let me know what time we can expect you. Safe travels! Mario

— 04Message #4: On Arrival Day – "I’m Here When You Get Here"

On the morning of arrival, send a short, informal message to confirm you're ready for them. Something simple like, "The apartment is ready, see you this afternoon!" puts a traveling guest at ease. They might be driving for 8 hours, and this quick note reassures them that everything is on track for their arrival.

Travel is stressful. Guests worry about traffic, finding the address, and whether the key will be where you said it would be. Silence from your end only amplifies that anxiety. This message is like a digital hug that says, "Don't worry, everything is under control, we're waiting for you." Of my 87 bookings last season, at least 30% of guests replied to this message with "Thanks so much, that's great to hear!", which proves how much it means to them.

Template: Morning of Arrival

Hi {Guest Name}, Wishing you a safe trip! The apartment has been cleaned and is all ready for you. See you when you get here! Mario

— 05Message #5: One Hour Before Arrival – Final Coordination

The final message, sent an hour before their estimated arrival, is for last-minute coordination. Ask where they are and confirm who will meet them (you, a family member) or simply repeat the lockbox code. This prevents waiting around and ensures a smooth check-in, which is crucial for a good first impression and a high "Check-in" score on Booking.com or Airbnb.

If you do in-person check-ins, this message is a lifesaver. No more sitting on a wall for an hour because your guest got stuck in traffic at the Lučko toll plaza. Ask them to message you when they pass the Dugopolje tollbooth (if they're coming to Split), and you'll know you have exactly 20 minutes. If you use a lockbox, this is a final reminder of the code so they don't have to scroll through old messages while standing at your door with three suitcases.

Template: One Hour Before Arrival

Hey {Guest Name}, Hope the drive is going well. Just checking in, are you getting close? This will help us coordinate the key handover. (If you have a lockbox: "Just a reminder, the code for the key lockbox is 1234.") Drive safe! Mario

This system isn't complicated. You can set everything up as a template on the rental platforms. It might seem like a lot of work at first, but once it's running, it frees up a huge amount of your time and mental energy. Instead of answering the same questions over and over, I now talk to my guests about where to find the best ice cream on Hvar or how to avoid the crowds at the fortress in Dubrovnik. That's the part of hosting I love, and automation lets me focus on it.