An arrival message has a practical job: help guests reach the property, get inside and know where to turn if something is unclear. It does not need to contain the whole welcome guide.
Use the message for the details someone may need while travelling. Let the guide hold the longer explanations they can explore once they have settled in.
Lead with the information needed for arrival
Start with the property name, arrival date and check-in time. Add the address and a precise entrance description if the map location alone is not enough. If there is parking, explain where guests should leave the car before they unload.
For properties with more than one entrance, a clear photo can be useful. Make sure the description still works without it, in case the image takes time to load.
Avoid sending conflicting versions of the same instruction across several messages. Keep the information in your arrival message consistent with the guide and the details shown elsewhere in the booking journey.
Share the guide before it is needed
Include the guest-guide link with a short explanation of what is inside. Guests are more likely to understand its purpose when you name a few relevant things: arrival instructions, Wi-Fi, appliance notes and local recommendations.
Check the link on a phone before sharing it. Confirm that it opens the intended property, that the useful arrival details are easy to locate and that any access controls behave as expected.
If you display a QR code at the property, keep the direct link in your arrival message too. A guest who has not reached the door yet cannot use a card sitting inside the cottage.
Handle access details deliberately
Decide how and when you share entry information for a confirmed stay. Avoid placing a live door code in a public article, demonstration guide or unrestricted marketing preview.
If access details will be sent separately, tell guests when to expect them and where to look. Make sure there is a clear contact route if the information does not arrive or they cannot use it.
For properties where mobile reception can be unreliable, consider what guests need to save before the journey. An address and a brief arrival summary should not depend entirely on opening a long online guide at the gate.
A message you can adapt
Hello [first name], we’re looking forward to welcoming you to [property] on [date]. Check-in is from [time].
The address is [address]. Look for [entrance landmark], and park [parking instructions].
Your guest guide is here: [link]. It includes arrival details, Wi-Fi, house notes and a few local favourites.
[Explain when and how the confirmed guest will receive access details.]
If anything is unclear, contact us through [your usual guest contact channel]. Have a lovely journey.
Replace every placeholder and remove anything that does not apply. Send the message through the communication process you use for that booking, taking account of the relevant platform's requirements.
Read it once as someone who has never visited
Ask a friend to follow the message from the main road to the front door. Notice where they hesitate, then edit that part rather than adding more information everywhere.
A useful arrival message gives guests confidence about the next step. The guide can take care of the rest, including the little details that turn an unfamiliar property into a comfortable place to stay.
