A Vacation Rental Management Guide to Guest Communications

How to Improve Guest Experience, Reduce Support Requests, and Increase Repeat Bookings

The guest relationship does not end when a reservation is completed. In many ways, the most important communication begins after the booking confirmation.

The time between booking and arrival is filled with opportunities to build trust, answer questions, reduce guest anxiety, and create a smoother vacation experience.

For vacation rental companies, post-booking communication serves several important purposes:

• Ensures guests receive critical reservation details
• Reduces repetitive support questions
• Creates a better arrival experience
• Builds confidence before the trip
• Increases guest satisfaction
• Encourages reviews and repeat bookings

It also creates an opportunity to improve email deliverability.

A guest who has just completed a reservation is highly engaged. They expect communication from your company, making this the perfect time to encourage positive email habits such as moving emails to their Primary inbox, adding your email address to contacts, and interacting with your messages.

A thoughtful guest communication strategy improves both the guest experience and your ability to reach the inbox.

 

Why the Booking Confirmation Page Matters

Many vacation rental companies treat the confirmation page as simply a receipt.

It usually includes:

• Confirmation number
• Arrival date
• Departure date
• Property information

However, the confirmation page is one of the most valuable touchpoints in the guest journey.

The guest has just:

• Completed a transaction
• Provided their email address
• Shown interest in your brand
• Expected additional communication

This is the ideal moment to help guests receive important emails and understand what happens next.

Did you know?

When people book over the phone or through a third party like VRBO, their email address is also sent to our Oliver platform for ongoing communication. If some listings sites hide their email address and but a reservationist gets it at any point - encourage them to add it to your software so they too will get the stay based emails.

 

Maximizing Booked Guest Benefits Immediately After Booking

The confirmation page should include simple instructions that help guests receive important reservation emails.

1. Encourage Guests to Move Emails to Their Primary or Focused Inbox

One of the easiest ways to prevent missed communication is to encourage guests to organize your emails correctly.

Include a message such as:

Don't Miss Important Updates About Your Stay

To make sure you receive your confirmation, arrival instructions, and important updates:

• Move our email to your Primary inbox (Gmail)
• Move our email to your Focused inbox (Outlook)
• Check your Spam or Junk folder if you do not see it

This helps ensure guests receive:

• Payment reminders
• Check-in instructions
• Door codes
• Property information
• Local recommendations

It also signals to mailbox providers that your emails are important and wanted.

 

2. Ask Guests to Add Your Email Address to Their Contacts

Encourage guests to save your reservation email address.

Example:

Add [email protected] to your contacts so you don't miss important information about your upcoming stay.

This simple step helps mailbox providers recognize your company as a trusted sender.

It is especially valuable because vacation rental emails often contain time-sensitive details guests cannot afford to miss.

 

3. Confirm the Guest's Email Address

A simple typo can create major communication problems.

Before guests leave the confirmation page, provide an opportunity to verify their email.

Example:

Your reservation details will be sent to:

[email protected]

Is this correct?

If not, update your email address before leaving this page.

This reduces:

• Failed confirmations
• Missed check-in instructions
• Guest frustration
• Customer service calls

 

4. Encourage Guests to Reply

Replies create a stronger relationship than one-way communication.

Consider encouraging guests to respond:

Have questions about your upcoming stay? Simply reply to this email and our team will be happy to help.

Other examples:

• "Celebrating a special occasion? Let us know."
• "Have questions about the area? We are happy to provide recommendations."

Replies help demonstrate genuine engagement while giving guests an easy way to communicate.

Make sure your team monitors the inbox and responds promptly.

 

5. Tell Guests What Emails They Should Expect

Many guests ignore emails because they are unsure whether they are important.

Set expectations immediately after booking.

Example:

Here's What Happens Next

You can expect emails from us regarding:

Immediately After Booking

• Reservation confirmation
• Payment details
• Rental agreement

Before Arrival

• Check-in instructions
• Directions
• Door access information
• Parking details
• Property information

During Your Stay

• Local recommendations
• Support information
• Important updates

After Checkout

• Feedback request
• Review request
• Future vacation opportunities

Knowing what to expect helps guests recognize important emails.

 

6. Encourage SMS Communication When Available

Email should remain a primary communication channel, but many travelers prefer text updates for urgent information.

If your company offers SMS communication, encourage guests to opt in.

Examples:

• Arrival reminders
• Check-in notifications
• Important updates

A multi-channel communication strategy helps ensure guests receive critical information.

 

Best Practices for Reservation Confirmation Emails

The confirmation email is one of the most important messages a guest receives.

It should immediately provide confidence that their reservation was successful.

Include:

Reservation Details

• Guest name
• Property name
• Confirmation number
• Arrival date
• Departure date
• Number of guests

Payment Information

• Amount paid
• Remaining balance
• Payment schedule

Leverage the “Booker”

Instead of simply letting a guest know these details right on the email. “Link” to it on your website. This does require a login but think of the benefits:

• Users have to click through to your website - signaling trust to mailbox providers, ultimately helping your deliverability and SEO.
• On this dashboard allow the booker to add other party members to it – for them to see pertinent stay details. Now you’re collecting more emails from other potential future guests you can market to.

Next Steps

Clearly explain what happens next.

Example:

Your check-in instructions will arrive 3 days before your arrival.

Contact Information

Include:

• Phone number
• Email address
• Support hours
• Emergency contact information

Best Practices for Pre-Arrival Emails

Pre-arrival emails should make guests feel prepared and excited.

A strong pre-arrival email should include:

Arrival Details

• Check-in time
• Property address
• Parking instructions
• Door code information
• Key pickup details

Property Information

Include:

• Wi-Fi information
• Appliance instructions
• Pool or amenity details
• Important property rules

Local Recommendations

Help guests plan their experience:

• Restaurants
• Activities
• Attractions
• Local events

The best pre-arrival emails feel like a concierge service, not just instructions.

 

Make it Personal

Instead of generic information – assign managers to properties and merge in their headshot, contact information and more. Basically, a signature block to where the email seems more like a personal concierge than a campaign. This will lead to more guests feeling comfortable reaching out with issues and or creating a feeling of hospitality that will help your review. This is important because maybe they will let you know the AC isn’t working great, allowing you to address it before they simply leave a 1-star review.

 

Best Practices for During-Stay Communication

During-stay communication should focus on support and creating a positive experience.

Examples:

Welcome Message

Welcome! We hope you have an amazing stay.

Helpful Information

Share:

• Local events
• Weather updates
• Restaurant recommendations
• Property reminders

Easy Problem Resolution

Make it simple for guests to contact you.

A guest with an easy way to solve a problem is less likely to become frustrated.

 

Best Practices for Checkout Emails

Checkout communication should make the departure process simple and stress-free.

Include:

• Checkout time
• Cleaning instructions
• Key return details
• Final reminders

Avoid making checkout emails feel like a list of demands.

Instead, explain why each step matters.

Example:

Please place used towels in the bathroom so our housekeeping team can quickly prepare the home for the next guest.

 

Best Practices for Post-Stay Emails

The relationship with a guest should continue after checkout.

Post-stay emails can generate:

• Reviews
• Repeat bookings
• Referrals
• Brand loyalty

A strong post-stay strategy should include the following steps.

 

Create a Private Feedback Opportunity Before Requesting Public Reviews

One of the biggest missed opportunities in vacation rental marketing is sending guests directly to public review sites without first creating a way for them to provide private feedback.

While online reviews are essential, many guests simply want to feel heard when they have concerns.

Create a simple feedback option:

How was your stay?

We would love to hear about your experience. Your feedback helps us improve our homes and provide better experiences for future guests.

[Share Your Feedback link to internal survey or review page]

This allows guests to:

• Share what they loved
• Provide suggestions
• Mention concerns
• Report issues

Private feedback gives property managers an opportunity to:

• Identify recurring issues
• Improve operations
• Address concerns
• Strengthen guest relationships

The goal is not to prevent honest reviews. The goal is to create a better communication process.

 

Encourage Public Reviews From Happy Guests

After providing a private feedback opportunity, encourage satisfied guests to share their experience publicly.

Example:

We strive for 100% satisfaction -  If you enjoyed your stay, we would appreciate you  sharing your experience with future travelers. If your stay wasn’t perfect, give us feedback here (link to internal review page)

Don’t forget to provide all applicable review options. While some travelers prefer Facebook, other are used to Google or Tripadvisor. You’ll get more total reviews by giving them the option.

 

Encourage Repeat Direct Bookings

Past guests are one of the most valuable audiences for vacation rental companies.

They already:

• Know your brand
• Trust your property
• Understand your booking process

Post-stay emails can include:

• Return guest discounts
• Early booking opportunities
• Seasonal offers
• Loyalty programs

A successful post-stay email turns a completed reservation into a future booking opportunity.

 

Reduce Guest Support Calls Through Better Communication

Many guest questions happen because information was not delivered clearly.

Common questions include:

• Where is my door code?
• What time is check-in?
• Where do I park?
• What is the Wi-Fi password?
• How do I access the property?

A strong communication sequence answers these questions before guests need to ask.

Better communication leads to:

• Fewer support calls
• Less staff workload
• Happier guests
• Better reviews

 

Vacation Rental Guest Communication Checklist

Before launching your communication strategy, confirm:

✅ Guests receive an immediate booking confirmation
✅ Guests are encouraged to move emails to Primary or Focused inbox
✅ Guests are encouraged to add your email address to contacts
✅ Guest email addresses are verified
✅ Guests know what emails to expect
✅ Pre-arrival emails are timely and helpful
✅ Check-in instructions are easy to find
✅ Guests have a clear support contact
✅ Checkout instructions are simple
✅ Private feedback is collected
✅ Happy guests are encouraged to leave reviews
✅ Past guests receive repeat booking opportunities

 

Final Thoughts

Guest communication is one of the biggest opportunities vacation rental companies have to improve satisfaction, reduce operational headaches, and increase revenue.

The best operators do not view emails as simple notifications. They view every message as an opportunity to build trust and create a better guest experience.

By optimizing the booking confirmation page, improving reservation communication, collecting feedback, and staying connected after checkout, vacation rental companies can create happier guests, stronger reviews, and more repeat direct bookings.

Great guest communication starts before the guest ever arrives—and continues long after they leave.

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