During the stay
When the guest writes that they'll arrive later than expected (canceled flight, missed train, highway jam), your reply determines their emotional experience during the difficult hours they're living. Three variants: short delay (1-2 hours), serious delay (3+ hours with possible check-in issues), unexpected night arrival.
When to send
When to send: within 15 minutes of guest's notification. Even just 'I read, don't worry, organizing' beats silence.
Three tone variants. Pick the closest match to your style, or use them as a baseline to personalise.
Placeholders like {{guest_name}} are intentionally left visible — replace them with your data before sending.
Hi {{guest_name}}, no problem for the delay, happens often. I'll wait calmly.
🔑 The check-in instructions you already have work normally — the key safe stays accessible.
If the new time changes again (later than you think), let me know. Otherwise, all set.
Travel safely and see you soon!Hi {{guest_name}}, I get it, happens. Don't worry, I'll wait whatever your arrival time.
What stays valid:
🔑 Key safe accessible 24/7. Code already in instructions I sent. Works whatever hour you arrive.
📶 Wi-Fi active, heating already set. Apartment ready.
A small touch given the delay:
⏰ If the travel issue means you need to catch up on sleep, tomorrow's late check-out is safe until {{extended_check_out_time}} without problems.
One question: do you have a way to eat something when you arrive (stocked kitchen or open restaurant)? If late evening after 10 PM, in the apartment you have {{available_food}} (pasta, biscuits, water); restaurants open late: {{late_restaurant}}.
Travel calmly, talk when you arrive.Hi {{guest_name}}, got it, it's frustrating. But it's managed.
Instructions for night arrival:
🚗 If by car: nearest 24/7 parking is {{24_7_parking}} ({{address}}).
🚪 Key safe remains accessible at any hour. Code {{key_safe_code}} (same as initial message).
🤫 Only: when entering at night, speak softly and close the main door by hand (sensitive neighbors after 11 PM).
📞 For access emergency: I'll keep the phone on tonight, direct number {{emergency_number}}. Call me if the safe doesn't open.
🛏️ Apartment already ready: sheets made, heating on, towels in bathroom, Wi-Fi ('{{wifi_name}}' / '{{wifi_password}}'). Go straight to rest.
Tomorrow morning we'll catch up calmly. No rush. See you!Only if delay is due to your issue (non-working keys on arrival, apartment not cleaned, etc.). If delay is due to travel issues (canceled flight, missed train), no refund — you're not responsible. Stay courteous but firm.
No, never. Self-service key safe is the solution. Waiting in person stresses you, guest feels awkward, and night check-in works better if silent.
Out of 1,000 Verto AI bookings in Italian cities (Jan-Mar 2026): 12% have delays >1 hour vs communicated time. Of these, 4% are delays >3 hours. Numbers to consider when planning cleaning rotation.
Want to automate the non-template replies too?
Templates cover predictable cases. For everything else — unexpected questions, photo attachments, voice notes, different languages — Verto AI replies on its own, understands context, and keeps the tone you set.