During the stay

WhatsApp template: extra towels and other requests

Extra requests during stay (additional towels, spare sheets, pillows, mid-stay cleaning) happen in 30% of 4+ night bookings. The right reply depends on policy and availability but in all cases must be clear on times and costs. Three variants: extras available free, extras paid, extras unavailable with alternatives.

When to send

When to send: in reply to request. For 7+ night stays, consider anticipating with check-in ('if you need anything more, let me know').

3 ready-to-copy templates

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.

1Available free

Hi {{guest_name}}, of course! {{extra_type}} available immediately.

🛏️ What: {{extra_description}} ({{quantity}})
📦 Where they already are: {{location_in_apartment}} (bedroom closet / chest / utility room)

Clean and ready to use. If you need more, message me here — I have a stock in my office (5 minutes to bring them).

Done! Enjoy your stay.

2Paid

Hi {{guest_name}}, I can organize {{extra_type}} with a small extra cost.

🛏️ {{extra_description}}
💰 Cost: €{{extra_cost}} (for {{includes_what}})
⏰ Timing: I'll bring within {{delivery_time}} (this afternoon / tomorrow morning)

Payment: cash on delivery, or via Airbnb resolution (I'll send link). No complications.

If the cost doesn't work, DIY alternative:
🛒 In the area you have {{alternative_store}} ({{store_distance}} min) where you find what you need at normal customer prices.

Let me know what you prefer.

3Unavailable with alternatives

Hi {{guest_name}}, sorry but I don't have {{extra_type}} available right now.

Honest reason: {{reason}} (high season, stock committed, etc.).

But I have two practical alternatives:

1️⃣ {{distance}} walking is {{store_1}}: sells {{extra_type}} of good quality at €{{price_1}}. Open {{hours}}.

2️⃣ I can lend you {{different_alternative}} I have here (e.g. sheets from another set, different-size towel). Not perfect but functional.

Which do you prefer? I'll fix it right away.

Practical tips

  • 1For 4+ night stays, leave in the apartment already 1 extra of everything. Zero cost, avoids half of requests.
  • 2If you charge, keep symbolic amounts (€5-15). High costs sound predatory. Goal: not lose money but convey seriousness.
  • 3Never say 'we ran out' without alternatives. Always leave a practical way out for the guest.

Frequently asked questions

How many towels should I leave by default?+

Standard: 2 sets per expected person (1 large + 1 small + 1 face). For 7+ night stays, include 1 extra set. One-time spend: €30-50 for quality set — amortized in 6-12 bookings.

Guest asks for extra cleaning during stay: what do I reply?+

For 7+ night stays, consider offering a free or symbolic-cost mid-stay cleaning (€20-30): generates excellent reviews. For shorter stays, usually unnecessary — propose quick bathroom cleaning if needed, free.

How to handle demanding guests?+

Rare but they happen. Stay courteous, but don't give in to unreasonable requests (3 sheet changes in 5 nights, always-new towels). Balanced response: 'I can do X free, beyond requires a cost'. 80% limit themselves quickly.

Want to automate the non-template replies too?

Verto AI handles guest conversations for you, in 25+ languages.

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.