Free templates for hotels
Hotel guest message templates you can copy today
Templates for the messages a front desk sends every week, from the pre-arrival message to the check-out reminder. Replace the words in [brackets] and send. Click a template to select it.
Before arrival
Booking confirmations, changes, cancellations, deposits and failed payments: reservation confirmation email templates.
Travel disruption before arrival
When weather, strikes or road closures may affect arrival.
Hi [Guest name], we've seen that [event, e.g. the storm warning for Friday] may affect travel to [city]. Your reservation for [dates] stands. If your plans change, reply here and we'll help with your arrival time or dates under your rate's conditions.
Pre-arrival message
Send two or three days before arrival. Ask the questions that save time at the desk.
Hi [Guest name], we're looking forward to seeing you on [arrival date]! Check-in starts at [time]. A few quick questions so we can prepare:
1. What time do you expect to arrive?
2. Will you need parking?
3. Is there anything we should know, such as an allergy or a special occasion?
Just reply to this message. See you soon, [Hotel name]
Reply to an early check-in request
Hi [Guest name], thanks for letting us know you'll arrive early. Check-in is normally from [time]. [We can have your room ready by [time] for [fee / at no charge]. / We can't promise an early room that day, but you're welcome to leave your luggage with us and use [lounge, breakfast, spa] until it's ready.]
Late check-in instructions
For guests arriving after the front desk closes. Send only to the guest named on the reservation, through the channel they booked with, on the day of arrival. Send the room number separately from the entry code.
Hi [Guest name], since you're arriving after [time], here is how to check in:
1. Go to [entrance or kiosk location].
2. Use code [code] / collect your key from [key box location].
3. We'll send your room number in a separate message.
If anything doesn't work, call or message us at [number]; someone will answer. Safe travels, [Hotel name]
Arrival and during the stay
Welcome letters, room notes, amenity cards and welcome messages by text: hotel welcome letter templates.
Room not ready yet
Hi [Guest name], we're sorry, your room isn't quite ready yet. We expect it by [time] and will message you the moment it is. Meanwhile, you're welcome to leave your luggage at the desk and [enjoy a coffee on us / use the lounge].
Moving the guest to another hotel
When the hotel can't provide the booked room. Agree the details with management before sending.
Hi [Guest name], we're very sorry: we're unable to provide your room tonight. We've reserved a [room type] for you at [partner hotel], [distance] from us, at no extra cost, and [transport arrangement]. Your reservation number there is [number]. [Name] at our front desk will help you with anything you need.
Housekeeping note to the guest
Left in the room after service, or when service was declined.
Dear guest, your room was serviced today by [Name]. [As requested, fresh towels are outside your door.] If you need anything, call [extension] or message us on WhatsApp at [number]. Have a lovely day!
Maintenance issue reported
Hi [Guest name], thank you for letting us know about the [problem] in room [room]. We've passed it to our maintenance team and someone will come by [timeframe]. [If it can't be fixed quickly, we'll offer you another room.] We're sorry for the trouble.
Departure and after
Check-out reminder
Send the evening before departure.
Hi [Guest name], a reminder that check-out is tomorrow by [time]. Need a little more time? Reply to ask about late check-out. You can leave your key at [location]. Thank you for staying with us!
More templates
Guides
Tips that make templates work
- Lead with what the guest needs: dates, times, codes and how to reach you, before anything else.
- Protect access details. Send entry codes only to the guest on the reservation, close to arrival, and never together with the room number.
- One channel to reply to. Tell guests exactly where to write back.
- Write in the guest's language when you know it.
- Promise only what is confirmed. Upgrades and late check-out belong in a message once they are arranged.
- Ask for a review once, with a direct link.
Una answers when guests reply
Your PMS can send these on schedule. When a guest writes back, Una answers in their language at any hour and passes anything that needs a person to your team. See how Una handles guest messages and how Una answers your hotel's phone.