Guest message templates (German)

Why you need a template library on top of automation

Our messaging automation guide covers the five messages that fire on a schedule for every booking: confirmation, pre-arrival, check-in check, check-out reminder, and review request. These run automatically and need no manual input.

But a large part of day-to-day hosting is messages that can't be automated because they respond to a specific situation: a pre-booking inquiry, a special request, a complaint, a house-rules reminder. For these, a library of ready-made snippets is worth having — you adjust and send in seconds instead of writing from scratch every time.

Where to keep these templates in Smoobu

Smoobu distinguishes between automated templates (with a time trigger — see messaging automation) and the direct inbox, where you reply to incoming guest messages. For situational snippets like the ones below, there are two practical options:

1. A template without a time trigger: Under Automation → Messages, create a new template but leave out the automatic send time. It then appears in the inbox as a manually selectable snippet rather than firing automatically.
2. A separate notes file: If you prefer managing templates outside Smoobu, keep them in a simple notes app or document and paste them into the Smoobu inbox as needed.
3. Check the current label: Some Smoobu account versions name manually-selectable snippets differently from automated templates — check the Smoobu help centre for the current menu path if the option isn't immediately visible.

Before booking

Inquiries often come with follow-up questions — availability, special requests, pets. A fast, specific answer noticeably improves your conversion rate compared to a delayed one.

Hi {{guest_firstname}},

thanks for reaching out! {{checkin_date}} to {{checkout_date}} is still available.

[Property] comfortably fits {{guest_count}} people. Let me know if you have questions about amenities or getting there — happy to help.

Best,
{{host_name}}

Hi {{guest_firstname}},

sure! [Specific answer to the request — e.g.: free parking right in front of the building / pets are welcome if agreed in advance / early check-in from noon is usually possible, I'll confirm shortly before arrival.]

Let me know if you have any other questions.
{{host_name}}

Just before arrival

The pre-arrival message with door code runs on automation (see messaging automation). These two situations still come up regularly and need an individual reply.

Hi {{guest_firstname}},

thanks for the heads-up! No problem at all, the access code works regardless of the time — you can check in any time after {{checkin_time}}, no need for me to be on site.

Safe travels!
{{host_name}}

Hi {{guest_firstname}},

happy to answer that: [Wi-Fi name and password are also in the guest guide / parking is located at ... / the nearest supermarket is ...]

Let me know if you have any other questions.
{{host_name}}

During the stay

This is often where a review turns positive or negative. Speed and a calm tone matter more than a perfectly worded reply.

Hi {{guest_firstname}},

I'm sorry to hear that, thanks for letting me know right away. [Specific fix — e.g.: I'll take care of it today / a technician can come first thing tomorrow / I'll drop off the missing [item] within the next few hours.]

Let me know as soon as you can whether that works for you.
{{host_name}}

Hi {{guest_firstname}},

hope you're having a great stay! Just a quick reminder: [the apartment is smoke-free, there's a balcony for that / please keep noise to a minimum after 10pm, as it's a residential building with neighbours.]

Thanks for understanding — let me know if you have any questions.
{{host_name}}

Hi {{guest_firstname}},

of course, that works this time! Check-out for you can be at [new time] instead of {{checkout_time}}.

Enjoy the rest of your stay!
{{host_name}}

Hi {{guest_firstname}},

sorry, I can't make that work this time — the next guest arrives right after you, so I need that window for cleaning.

If it helps, you're welcome to leave your luggage with me / in the entrance area until [time] and enjoy the city a bit longer.
{{host_name}}

After departure

The automated review request handles the standard case. These templates cover the exceptions.

Hi {{guest_firstname}},

while cleaning I found [item] — it looks like it might be yours. Happy to hold onto it. Let me know if you'd like me to ship it to you (you'd cover postage) or pick it up another time.

Best,
{{host_name}}

Hi {{guest_firstname}},

it was great having you at [property]. Hope you'll come back — if you book directly again, I'll gladly offer you [discount/perk], just reach out.

All the best,
{{host_name}}

Tone tips for German-language guest communication

Du vs. Sie is a deliberate choice, not an afterthought. For short-term rentals with a younger, urban guest base, du reads as more personal and fits the casual STR context. For more upscale properties or business travellers, Sie is often the safer default. What matters most: decide once and stay consistent across every template — switching within the same message reads as unprofessional.

For international guests who don't speak German, a bilingual message (German plus English, one below the other) is worth the extra length compared to relying on an uncontrolled machine translation — especially for safety or access information, where a misunderstanding can get expensive.

Emoji are fine in moderation: one smiley at the end of a friendly message reads as warm, three emoji in a complaint response read as tone-deaf. Skip them entirely for serious topics — damage, complaints, cancellations.

Frequently asked questions

Note: the exact naming for templates and snippets in the Smoobu inbox can vary by account version. Check the Smoobu help centre for the current state. Smoobu help centre