During the stay
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').
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}}, 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.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.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.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.
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.
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?
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.