Pre-arrival
Knowing your guest's estimated arrival time lets you schedule cleaning, avoid having the apartment occupied by the cleaner at check-in, and handle delays without panic. A simple question sent 2-3 days before arrival gets a reply in 75% of cases. Here three variants: light and warm, operational, integrated in the check-in message.
When to send
When to send: 2-3 days before check-in. Not immediately after booking (guest doesn't know yet) nor the same day (too late to organize cleaning). If guest doesn't reply within 24 hours, gentle follow-up.
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}}, your arrival in {{city}} is getting close! To organize the apartment best, could you give me a rough idea of when you'll be arriving on {{check_in_date}}? Even just "morning", "afternoon", or "late evening" works for me. Thanks!Good morning {{guest_name}}, 3 days to your check-in on {{check_in_date}}. To coordinate cleaning and make sure the apartment is ready exactly when you arrive, could you tell us your estimated arrival time? Even a range like "between 2 and 5 PM" is perfect. Thanks.Hi {{guest_name}}, some info for your arrival on {{check_in_date}}.
Check-in is from {{check_in_time}} onwards. To best organize cleaning, could you tell me roughly when you plan to arrive? If you don't know yet, message me when your travel details are clearer.
Full instructions (address, key safe code, Wi-Fi) come 24 hours before check-in. Talk soon!Respect it. Some guests dislike being monitored and that's it. In that case, schedule cleaning to finish by the standard check-in time (e.g. 2:00 PM) and accept flexibility as a cost. If you manage 10+ apartments, consider an explicit policy: "check-in 3:00–8:00 PM without notice, outside hours on request".
Keep flexibility for delays under 1 hour — it's normal. For larger delays, activate the 'Late guest check-in' template and propose options: key safe, trusted neighbor, late check-in after 10 PM with dedicated instructions.
No, not reliably. Delayed flights, layovers, baggage claim, and transfer to apartment make flight time a very imprecise proxy. Better to ask the guest directly for estimated arrival time at the apartment — it's 5-10x more accurate data.
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.