A practical guide to guest communication  

Guest expectations have come a long way. A clean, comfortable place is still important, but it’s no longer enough on its own. These days, people are looking for more from their stays. They want things to be easy. They want to feel welcome. And they want to connect with the place and the people behind it. 

That can feel like a lot to keep up with, especially when you are already juggling bookings, housekeeping, marketing and everything else that comes with running a holiday rental. But the good news is, thoughtful guest communication does not have to be time-consuming or complicated. With a few simple tools and a bit of planning, you can create a great experience from the moment someone books to long after they check out. 

In SuperControl, you have access to a range of communication tools that help you do just that. You can automate emails and SMS, create message templates, use guest tags to tailor content, and set up triggers based on guest behaviour. And with MyStayPlanner, guests can access all the essentials about their stay in one handy place, without having to search their inbox. 

Every guest journey has a few key moments: when they are dreaming, planning, booking, staying, and sharing. This guide focuses on the four stages you can influence the most—pre-arrival, arrival, departure and post-stay—and how to make each one count. 

Are your emails doing more than confirming bookings? 

Sending a confirmation and a review request is a good start. But they are just that, a start. 

Imagine your messages also answered common questions before guests even had to ask. Or shared your favourite local walks, the best fish and chip shop nearby, and reminded them about those extras they can add to their stay. These small things help guests feel looked after and build trust without adding more work to your plate. 

The trick is to think of communication in stages. When you break it down into smaller moments, before arrival, during the stay, when they leave, and after they have gone, it becomes much easier to stay connected in a meaningful way. 

Pre-arrival 

This is your first chance to welcome guests and set the tone. 

After the booking confirmation, consider sending a short sequence of emails that share useful info in small, well-timed chunks. You could include how to find the property, when to expect check-in details, what they might want to pack, and a few things to do nearby. This is also a good time to offer extras like welcome hampers, recipe kits or anything else that adds a personal touch. 

Every guest is different, so tailoring your messages can make a real difference. A couple planning a quiet weekend might want very different info than a family with small kids or someone bringing a dog. SuperControl lets you use guest tags and booking data to customise messages, so the right people get the right details. 

If you are using MyStayPlanner, even better. It gives your guests a personal, mobile-friendly hub with everything they need to know about their stay. They can view their booking, check-in info, local tips, and any extras they have added all in one place. It saves them time and reduces the number of questions you get in your inbox. 

Arrival 

Now the trip begins, and your guests are stepping through the door. 

A warm, clear welcome message at this point can make all the difference. Think about including things like how to use the heating, where to find the Wi-Fi password, or how to operate the log burner. It’s the kind of info that makes people feel settled and confident, especially if they arrive late or after a long journey. 

Adding a personal touch here really helps. Maybe it is a small treat from a local business or a handwritten note. You can also include last-minute extras they might want to add during their stay. If you are using MyStayPlanner, guests can view and book these add-ons at their own pace, without needing to message you directly. 

Arrival is not just about being helpful. It is also an opportunity to show that you care, and that they have made the right choice by booking with you. 

Departure 

Saying goodbye matters too. 

A short, friendly message the night before checkout can wrap things up nicely. Thank them for their stay, remind them of key checkout details, and let them know you are around if they have any last-minute questions. 

A day or two later, follow up with a simple request for a review. Guests are much more likely to leave feedback if the message feels personal and the timing is right. This is also a great moment to offer a rebooking incentive. A small discount or early access to peak dates could be just the nudge they need to book their next visit while the trip is still fresh in their minds. 

SuperControl’s automated emails make it easy to schedule these messages in advance. You can even include different follow-up content based on the property the guest stayed in or direct them to your preferred review site. It is all about making the process smooth, both for you and for them. 

Post-stay 

Just because a guest has left does not mean the relationship has to end. 

In fact, this might be the most powerful moment to stay in touch. This is when they are still talking about their holiday, showing off photos, and thinking about the next trip. 

Use SuperControl to build a guest database that grows with every booking. You can keep track of guest preferences, send relevant updates, and create simple email campaigns that feel friendly and timely—not like spam. 

Think about seasonal updates, news about a new property or upgrade, or even a quick message on the anniversary of their stay. These small gestures help keep your property top of mind and encourage direct bookings in the future. If the guest originally found you through a third-party site, this is your chance to bring them back as a direct booking, saving everyone a bit on fees. 

Writing messages that land well 

The best guest communication sounds like it is coming from a real person. 

Try to keep things warm, clear and down to earth. Break up long messages into shorter paragraphs. Avoid using ALL CAPS, which can feel a bit intense. Instead of saying “CHECKOUT IS AT 10AM,” try something like “Just a friendly reminder that checkout is by 10am. Let us know if you need anything before you go.” 

Tone can be tricky over email or text, especially when messages are short. A good rule of thumb is to stay kind, helpful, and leave room for questions. A simple “Let me know if there is anything I can help with” goes a long way. 

Bringing it all together 

Creating a great guest experience does not mean doing everything manually. 

With SuperControl’s automation tools, you can stay in touch with guests at the right moments without spending hours at your desk. Use automated emails, SMS, custom letter templates, MyStayPlanner, and guest tags to keep your communication organised and personal. 

The result is fewer questions, more confident guests, and a better overall experience—for them and for you. 

If you want to get started with templates, ideas, or a full walkthrough, head over to our Help Centre. There is a whole section on guest communication including examples to help you make it your own. 

Not using SuperControl yet but curious about how it could work for you? Book a discovery call with our team. We will walk you through the tools, answer any questions, and help you figure out if it’s the right fit for your business.