Good shortlet guest messages are short, friendly and sent at the right moment. Below are copy-and-edit templates for six moments in every stay: after you accept, the day before arrival, arrival day, during the stay, check-out day and the caution deposit. Swap the words in [brackets] for your own details.
Save them in your phone’s notes, so you can send each one in seconds. Clear messages mean fewer questions, calmer arrivals and fewer misunderstandings.
Five rules for every message
- One job per message. A welcome is a welcome. Do not mix it with rules and money.
- Use their name and yours. A message from a person reads better than one from “Management”.
- Write times clearly. “Check-in from 14:00 (2pm)” leaves no room for doubt.
- Keep money and rules in writing. If there is ever a disagreement, a written message settles it.
- Never send a door code early, or to anyone other than the guest who booked.
On Cabans, guests reach you through “Message your host” on their stay page, which opens a chat with your store. Guests pay online, so never ask a Cabans guest to pay you by bank transfer. Extras they use go on their bill instead.
After you accept
Send this as soon as the booking is confirmed. It sets the tone for the whole stay.
Hello [first name], thank you for booking [home name] from [check-in day] to [check-out day]. We look forward to hosting you. Check-in is from [time] and check-out is by [time]. What time do you expect to arrive? I will send directions and arrival steps the day before. — [your name]
If you cannot host someone, say so kindly and quickly:
Hello [first name], thank you for your request. I am sorry, but I cannot host your group on [dates] because [short, honest reason]. You will get a refund for your stay. I hope you find a lovely place for your trip.
On Cabans, a guest pays before their request reaches you. When you press “Decline”, you can type a short version of that message in “Reason for the guest (optional)”, and the guest is refunded. With instant book, there is nothing to accept: send your thank-you straight away. See how to accept or decline a booking request.
Not sure whether to check each request yourself? Read instant book or request to book.
The day before arrival
This is the message guests use to plan their trip, so make it complete:
Hello [first name], we are ready for you tomorrow. Here is how to find us:
Address: [address], near [landmark]. At the estate gate, tell security you are visiting [home name], [flat number]. Parking: [where to park]. Check-in is from [time]. Please let me know if you will arrive after [time].
Power: [for example, how the generator or solar works]. Water: [anything to know]. I will send your door code on arrival day. Safe travels!
Give the landmark a driver will know, such as a church, a bank or a filling station. Many Lagos and Abuja addresses are easier to find that way. If your estate needs the guest’s name at the gate, send it to security today.
On Cabans, change the last line to: “When you reach the home, tap ‘I have arrived’ on your stay page. Your door code and Wi-Fi password appear there once I approve your check-in.” The address and your arrival steps are on the guest’s stay page from the moment the booking is confirmed.
Arrival day
Send a short note in the morning, then a welcome once they are in:
Good morning [first name]. The home is ready from [time]. Message me when you are at the gate and I will [meet you / send your door code].
Welcome to [home name]! The Wi-Fi is [network name]. The house rules are [where they are], and the check-out checklist is [where it is]. If anything is not working, tell me straight away and I will sort it out. Enjoy your stay.
If a guest asks to arrive early, answer honestly and give a time:
Hello [first name], thanks for asking. Another guest leaves this morning, so the home will be ready from about [time]. I will message you as soon as it is. You are welcome to leave your bags with [security / me] before then.
If a guest is running very late:
No problem, [first name]. Thank you for letting me know. [Name] will be at the gate until [time]. After that, call me on [number] and I will talk you in. Please travel safely.
Change your door code between guests, so an old guest’s code never opens the door for a new one. Our guide to door codes and smart locks explains how.
On Cabans, when the guest taps “I have arrived”, you get an email. Press “Hand over keys”, then “Approve check-in” once they are settled. The guest gets an email saying they are checked in, but it never contains the codes. The codes show only on their stay page. See how to hand over keys and check your guest in.
During the stay
On a longer stay, check in once, early on:
Hello [first name], just checking that everything is fine. Is there anything you need?
When a guest reports a problem:
Thank you for telling me about [the problem], and I am sorry about it. [Name] will come to fix it at [time]. I will message you when it is done.
When the power or water fails, tell guests before they have to ask:
Hello [first name], grid power is off in the area at the moment. The [generator / inverter] is running and will stay on until [time]. Please switch off the air conditioning when you go out, so the power lasts. I will let you know when grid power is back.
When a house rule is broken, stay polite and specific:
Hello [first name], a neighbour has mentioned loud music after [time]. Please could you keep the noise down after [time], as the house rules say? Thank you for understanding.
When a guest asks to stay longer:
Good news: [date] is free, so you are welcome to stay. [How to add the night.] Check-out will then be [new day] by [time].
On Cabans, guests send requests from “Stay services” on their stay page, and you get an email. When you press “Start” or “Mark as done”, the guest is not emailed, so add a one-line message too. A guest who is fully checked in can also ask for more nights with “Extend my stay”. You see “The guest wants to stay longer” on the booking: press “Approve extension” if the dates are free, and they pay for the extra nights online through Paystack.
Check-out day
Send a reminder the evening before. A friendly nudge helps guests leave on time.
Hello [first name], a quick reminder that check-out is tomorrow by [time]. Before you go, please [wash up / empty the bins / leave used towels in the bathroom]. Please leave the keys [where]. If you need a little more time, ask me tonight and I will see what I can do. Thank you for staying with us!
And after they leave:
Thank you for staying, [first name]. I hope you enjoyed it. I will check the home today and message you about your caution deposit by [day].
Asked for a late check-out? See early check-in and late check-out before you reply.
On Cabans, add: “When you leave, please tap ‘I am leaving’ on your stay page.” You get an email when they do. Then press “Confirm check-out”, with photos of how the home was left if you like.
About the caution deposit
When everything is in order, say so quickly. It is the best news a guest gets after a stay.
Good news, [first name]: everything was in order, and I have released your full caution deposit of [amount]. Thank you for looking after the home.
When something was damaged, be calm, clear and fair:
Hello [first name], thank you again for staying. When I checked the home, I found [what was damaged or missing]. I have attached a photo, and a [receipt / quote] showing the repair costs [amount]. I would like to keep that amount from your deposit and return the rest, [amount]. Please let me know if you see it differently.
Keep only the real cost of real damage. Normal wear, old faults and the ordinary clean after a stay are not reasons to keep a guest’s money.
On Cabans, press “Approve full refund” to release the deposit. To keep part of it, press “Raise a dispute”, enter the amount, explain what happened and add your photos. Nothing is kept until the Cabans team decides. The guest can ask for the deposit back from 14 days after check-out, so settle it before then. Refunds reach guests within 14 days at most, usually in about 5 days. See caution deposit protection for hosts.
What never to put in a message
- Promises you cannot keep. Do not write “24-hour power” if the generator goes off at midnight.
- Codes in a group chat. Send them only to the guest who booked, and only on arrival day.
- Blame. “You broke the kettle” starts an argument. “The kettle is not working after your stay” starts a conversation.
- Surprise charges. Any extra cost should already be in your listing, house rules or an agreed message.
- Pressure. Never rush a guest out of the door or chase them for praise.
Putting it to work
Copy each template into your phone’s notes and fill in the parts that never change: your home’s name, address, landmark, gate steps and times. Then each message needs only the guest’s name and dates. If a team member or co-host answers guests too, share the same set, so every guest hears the same voice.
Put your key rules in your house rules and listing, not only in messages. Our shortlet house rules template and shortlet guest agreement fit alongside these messages.
Running several homes? Manage your shortlet bookings in one place, with requests, arrivals and departures in their own tabs. The free Host Academy walks through every stage of a stay. And you can take bookings online, with the price, rules and cancellation terms shown before guests pay. Not listed yet? List your short let.
See how other hosts describe their homes in shortlets across Nigeria and shortlets in Lekki.
Frequently asked questions
What should I send a guest after they book?
A short thank-you that repeats the dates, the check-in and check-out times, and asks what time they expect to arrive. Say when you will send directions. Keep it to a few lines.
When should I send check-in instructions?
Send directions and arrival steps the day before arrival, when the guest is planning the trip. Send the door code only on arrival day, and only to the guest who booked.
How do I remind a guest about check-out without being rude?
Send a friendly message the evening before. Give the time, two or three simple jobs, and where to leave the keys. Offer to help if they need more time, rather than warning them about charges.
How do I tell a guest I am keeping part of the caution deposit?
Say what was damaged or missing, attach a photo, and show the real cost with a receipt or quote. Offer to return the rest. Stay calm and factual, and never keep more than the damage costs.
Should I message guests on WhatsApp?
WhatsApp is quick, but keep anything about money, dates, rules and damage in writing where both of you can find it later. If you booked through a platform, use its messages for those.
How quickly should I reply to guest messages?
As fast as you reasonably can, especially on arrival day and when something is broken. If you cannot fix a problem at once, reply to say you have seen it and when it will be sorted.
Do I need to send the door code to guests who book on Cabans?
No. You save the door code and Wi-Fi password in “Stay information”. The guest sees them on their stay page once you press “Approve check-in”, and they are never sent by email. Your message only needs to tell the guest where to find them.
Related guides
Shortlet check-in instructions template · Turning over a shortlet between guests · Shortlet house rules template · Shortlet agreement: what to include · How much caution fee to charge · Shortlet cleaning checklist · Shortlet listing tips
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