Guest Messaging Master Pack
45+ templates cover the messages you have to get right: refund demands, complaints, a suspected party at 11pm, damage found after checkout, and cancellations.
The messages that protect your revenue and your rating are the ones you can't wing
Anyone can write a check-in message. The messages that protect your revenue and your ratings are the hard ones: the guest demanding a refund for rain, the suspected party at 11pm, the AC that died in August, the third late-checkout push.
This master pack covers the full journey plus 20+ difficult-situation scripts, each written to be firm, kind, and platform-policy-aware. Each one de-escalates the guest while documenting your side. Includes an automation map showing which messages to schedule and when.
Written by Eric, who founded a vacation rental company in 2004 and spent close to a decade deep cleaning rentals somebody else had already called clean.
What is inside: all 8 parts
This is the complete contents list, not a highlights reel. Every line below is a part of the file that is already written and already laid out. The wording and the layout are done. You open it in Word, Google Docs, LibreOffice, or Pages and overwrite the bracketed fields with your own details.
- The complete 14-message guest journey sequence, refined
- Complaint responses: cleanliness, amenity failure, noise, neighbors, weather
- Refund & discount request scripts (partial-refund framework included)
- Party / extra-guests / smoking suspicion scripts: escalation in 3 steps
- Damage discovered after checkout: the message + claim sequence
- Cancellation scripts: yours, theirs, and extenuating circumstances
- Late checkout, early check-in, pet surprises, lockouts, lost & found
- Automation map: what to schedule, what to send manually, and when
What it replaces
the work it removes- A blank document and every decision inside it. Somebody has to work out what belongs in each of those 8 parts, write the wording, and lay it out, 8 times over. That is the part already done.
- A generic small-business template with the word "property" pasted over it. It was written against one problem: The messages that protect your revenue and your rating are the ones you can't wing.
- Version chasing. If the file gets revised, the new one is a free re-download, not a second purchase.
- A subscription. It is a DOCX file you keep. Nothing logs in, nothing syncs, and nothing stops working when a card expires.
When not to buy this
said plainly- If what you want is software that runs itself, this isn't it and never claimed to be. It's a DOCX file you open, edit, and own. No app, nothing to log into.
- Already have a version of this written down, with a team that follows it? Keep it. Swapping a working system for a stranger's is a downgrade.
- The writing is done. Filling in your codes, your local numbers and your house rules is still on you.
- You have not read one of these yet. 9 of the 35 files download with no account and no email address. Take one of those first and judge the writing before you spend $69 CAD.
There is no buy button for this one file. I would rather say so than print a price you cannot pay.
The 26 Pro toolkits are sold as one thing. One payment of $69 CAD opens all of them. This file does not sell on its own, so there is no separate price to quote for it. What I will stand behind is a count: 26 files, 168 written parts between them. Every toolkit is named on the pricing page before you decide. Anything added to the library later is included, and nothing renews.
Three more that sit next to this one
Same category first, meaning Guest Messaging, then the library's featured picks if the shelf runs short. Free ones download without an account; Pro ones come with the $69 CAD All-Access Pass.
WORDFreeGuest Message Templates: Starter Pack
12 ready-to-send messages cover every stay, from booking confirmation to review request. Paste them into your Airbnb or Vrbo saved replies and swap the bracketed fields once.
WORD ProReview Response Library & 5-Star System
25 responses give you something calm to post under a glowing, lukewarm, or unfair review, plus the four in-stay touch points that head off the bad ones.
PDFFreeTurnover Cleaning Checklist
A room-by-room list your cleaner works from on a turnover, plus what to restock. When they're done they send you 10 photos.