Twenty WhatsApp message templates for hotels, homestays and guesthouses: from "got room this weekend" to the post-stay review
Guests message before they book, before they arrive, when they cannot find the key box, and when the aircon is loud at midnight. A host cannot be at the desk for all of it. These templates cover the whole stay, and the deposit line that turns an enquiry into a real booking.
Quick answer
Twenty templates across enquiries (availability and rates, what is included, house rules, location), booking (hold and deposit, confirmation, cancellation policy), pre-arrival (directions, check-in time, parking, what to bring), check-in (self check-in code, key box, Wi-Fi), during the stay (requests, issues, late checkout), and after (checkout instructions, thank-you, review request). Confirm nothing without the deposit, and never send the access code before it is paid.
Before you use these
Enquiries
Availability
Yes, [room or unit] is available from [check-in] to [check-out] at RM [rate] per night, RM [total] for [N] nights, for up to [N] guests. Includes [breakfast / parking / Wi-Fi]. Shall I hold it for you?
Not available
Sorry, we are full on those dates. I have [alternative dates] or [alternative unit]. Would either work?
What is included
The rate includes [items]. Extras: [breakfast RM amount, extra bed RM amount, early check-in RM amount]. House rules: [no smoking, quiet hours, max guests].
Location
We are at [address], about [time] from [landmark or airport]. Map: [link]. Parking: [details].
Booking
Hold and deposit
I can hold [unit] for you until [time]. To confirm, please pay a deposit of RM [amount] via [link or bank details]; the balance is due [at check-in / by date]. Cancellation policy: [terms].
Confirmation
Booking confirmed: [unit], [check-in date] to [check-out date], [N] guests, under [name]. Total RM [total], deposit received RM [amount], balance RM [amount] due [when]. Check-in from [time], check-out by [time]. We will send directions the day before.
Cancellation
Understood. Under our policy, [refund terms]. The refund of RM [amount] will be processed within [days]. We hope to host you another time.
Pre-arrival and check-in
Day before
See you tomorrow. Check-in is from [time]. Directions: [link]. Parking: [details]. Please tell me your estimated arrival time so we can be ready.
Self check-in
Welcome. Your unit is [number]. The key box is at [location], code [code]. Wi-Fi: [network], password [password]. Message me here if anything is unclear.
Staffed check-in
Welcome. Please come to [reception location] with your IC or passport; check-in takes a few minutes. If you arrive after [time], call [number].
Early check-in
Early check-in at [time] is [available at RM amount / subject to the previous guest's checkout; I will confirm by 11am].
During the stay
Request
Noted, [extra towels / toiletries]. We will bring them to your unit within [time].
Issue
Sorry about that. [Quick fix if any.] I will send someone to look at it [now / by time]. If it cannot be fixed tonight, we will [move you / compensate].
Noise or rules
A gentle reminder that quiet hours are from [time], as other guests are resting. Thank you for understanding.
Late checkout
Late checkout until [time] is [free today / RM amount / not possible today as the unit is booked]. Shall I note it?
After
Checkout
Checkout is by [time]. Please [leave the key in the box / return the key to reception] and switch off the aircon. Thank you for staying with us.
Thank you and review
Thank you for staying at [property]. If you enjoyed it, a review on [platform] helps us a great deal: [link]. If anything was not right, tell me first so we can improve.
Lost item
We found [item] in your unit. We can keep it for collection or post it for RM [amount]; which do you prefer?
Every template here can be a taught answer or an instruction line in a ReplyKit agent, so availability, rates and pre-arrival details are answered at any hour and the access code is sent only after the deposit without a person copying and pasting. The agent asks the questions in order, fills the lead card, and hands over when the template says a person should. Instructions are in how to write instructions.
The full setup is in the hotel and homestay guide.
Frequently asked questions
When should I send the self check-in code?
Only after the deposit or full payment is received, on the day of arrival.
What should a homestay booking confirmation include?
Unit, dates, guests, name, total, deposit and balance, check-in and checkout times, and the cancellation policy.
How do I handle a complaint during the stay?
Apologise, give a quick fix if there is one, send someone with a time, and state what happens if it cannot be fixed.
Can I ask guests for reviews on WhatsApp?
Yes, after the stay, with the link and an invitation to tell you first if something was wrong.
Can these be automated?
Yes. A ReplyKit agent answers availability and pre-arrival questions and sends the check-in details after payment is confirmed.
Enquiries answered, guests checked in
Twenty accommodation replies as taught answers. 7-day free trial.
Sources and further reading
- WhatsApp Business Messaging Policy · opt-in, opt-out and prohibited-use rules every business must follow
- Harvard Business Review, The Short Life of Online Sales Leads (Oldroyd, McElheran, Elkington, 2011) · firms that responded within an hour were about seven times more likely to qualify the lead
ReplyKit is an independent product and is not affiliated with or endorsed by Meta or WhatsApp. This article is general guidance for running a small business, not legal, financial or regulatory advice.