The most successful aparthotels all have one thing in common: exceptional communication. Not just fast replies, but proactive, well-timed messaging that gives guests confidence from booking to checkout.
This guide covers how to structure your messaging flow, what to say at every stage of the guest journey, and how to strike the right tone.
You'll also get practical templates and tips to help you automate with care, stay consistent at scale, and deliver a frictionless experience every time.
Aparthotel guest experience is built on clarity, speed, and trust. Nowhere is that more critical than in aparthotels, where the lack of a traditional front desk puts the burden of communication directly on digital channels.
40% of negative reviews are linked to poor communication—delayed responses, unclear instructions, or lack of follow-up. Unlike hotels, aparthotels often operate with leaner teams and less in-person contact, which means every message needs to do more heavy lifting.
The brands that win 5-star reviews consistently create smooth, proactive, and frictionless communication from booking through to checkout. That doesn’t mean more messages—it means the right message at the right time, using the right tone and tools.
In 2025, guests expect independence.
In fact, 73% of travelers now prefer to use self-service technologies during their stay, including digital check-in, mobile room access, and automated support source.
For aparthotels, this shift unlocks major advantages—faster turnover, fewer on-site staffing needs, and scalable operations across multiple properties. But it also introduces new risks: if communication isn’t seamless, the guest experience falls apart. There’s no front desk to soften the landing.
Self-check-in doesn’t mean less hospitality. It means hospitality has to be embedded in every automated interaction. From the booking confirmation to the check-out instructions, the tone, timing, and content of your messages need to make the guest feel supported, even when there’s no one physically there.
Every missed message is a missed opportunity. Guests won’t always tell you when something’s unclear. They’ll leave a 3-star review instead.
The most common communication gaps in aparthotels are:
Data from Expedia shows that properties with higher review scores receive 72% more bookings on average source. Better communication is one of the easiest levers to pull.
A clear, consistent messaging flow is essential. It keeps guests informed, reduces inbound questions, and reinforces your brand’s reliability.
For aparthotels, your messaging should follow a simple 4-stage lifecycle:
This is your chance to build trust before the guest even arrives. You should include:
Sent 24 to 48 hours before arrival. This is the most crucial message in your entire flow.
You should include:
Send a short message the day after check-in. This prevents issues from going unreported and shows you care.
Keep it short:
“Hi [Guest Name], just checking in to see if everything’s going smoothly. Let us know if you need anything during your stay.”
This one message can dramatically improve review outcomes and reduce negative feedback.
Send this the evening before departure or on the morning of checkout.
You should include:
This structured flow sets the stage for automation and makes sure every guest gets the same high standard of service.
Timing: Send 24 to 48 hours before check-in
Purpose: Ensure the guest feels prepared and supported before arrival
Subject: Your Stay at [Property Name] – Arrival Details
“Hi [Guest First Name],
We’re looking forward to hosting you at [Property Name]! Your stay starts on [Check-in Date], and we’ve prepared everything for a smooth arrival.
Here are your check-in details:
Please take a moment to review our house guidelines: [Link or short summary, e.g. quiet hours after 10PM]
Safe travels and see you soon,
[Your Name or Brand Team Name]
[Phone Number or Message Link]”
Timing: Send on the day of arrival, ideally 2 to 4 hours before check-in
Purpose: Eliminate any friction or uncertainty at the door
Subject: Check-In Instructions for [Property Name]
“Hi [Guest First Name],
Your apartment at [Property Name] is ready from [Check-in Time] today.
Here’s everything you need to check in smoothly:
Please remember our house rules:
[Short version – for example, “Quiet hours begin at 10PM. No parties or unregistered guests.”]
Enjoy your stay!
[Your Name or Team Name]”
Timing: Can be sent alongside check-in instructions or separately later that day
Purpose: Set boundaries without sounding confrontational
Subject: A Quick Note About House Rules
“Hi [Guest First Name],
Thanks again for choosing [Property Name]. Just a quick reminder about our house rules to make sure everyone has a great stay:
The building is residential, so keeping things peaceful helps avoid any complaints or disruptions.
If you need anything during your stay, just reply to this message or call us at [Phone Number].
Thanks for your understanding,
[Your Name or Team Name]”
Timing: Send the morning after arrival or midway through a longer stay
Purpose: Prevent issues from going unreported and show guests they’re being looked after
Subject: Just Checking In – How’s Everything Going?
“Hi [Guest First Name],
We hope you’re settling in well at [Property Name].
Just checking in to make sure everything is working as expected. If there’s anything you need—extra towels, local tips, or assistance with the space—we’re happy to help.
Feel free to reply directly to this message or call us on [Phone Number].
Enjoy the rest of your stay,
[Your Name or Team Name]”
Timing: Send within 12 hours of checkout
Purpose: Prompt positive reviews while the experience is still fresh
Subject: Thank You for Staying with Us
“Hi [Guest First Name],
Thanks again for staying at [Property Name]. We hope you had a comfortable and enjoyable visit.
If you have a minute, we’d really appreciate it if you could share your experience by leaving a quick review here:
[Insert review link – Airbnb, Booking.com, Google, etc.]
Your feedback helps future guests and means a lot to us.
Thanks again,
[Your Name or Team Name]”
Clear, well-timed communication has a direct impact on guest satisfaction and reviews. But it’s not just about what you say—it’s how you say it. These tone of voice tips help you sound confident, human, and professional in every message.
Your tone should reflect what guests value most in an aparthotel: clarity, trust, and warmth. There’s no front desk to smooth over a misstep, so your written communication needs to do that job.
Follow these guidelines:
Not every message should be manual. Not every message should be automated. The right balance saves time while still making guests feel looked after.
Use automation for timing-critical or repetitive messages:
These messages benefit from consistency. Automating them ensures they’re sent at the right time, every time.
Avoid automation when context or emotion matters:
These moments call for a human response. Guests can spot a generic message immediately—and if they’re already frustrated, it makes things worse.
💡 Use message templates as a base, then personalize when needed. It keeps response time low without sacrificing quality.
As your operations grow, keeping guest communication consistent across properties and channels becomes more complex.
The right tech solutions can help you stay responsive, reduce manual work, and ensure no message gets missed.
Here are the most useful types of tools for aparthotel operators:
Most modern PMS platforms include built-in messaging tools. These can automate pre-arrival and post-checkout messages, pulling in dynamic details like guest names, dates, and access codes.
Popular options include Mews, Guesty, and Hostaway.
These are designed specifically to manage the guest journey—from booking through to review. Some tools include review prompts, upsell features, and automated issue resolution workflows.
Examples include Duve, Operto, and Enso Connect.
Property insights platforms like Minut help you send timely, contextual messages when excessive noise, smoking, party risks, and environmental risks are detected.
Instead of waiting for a guest or neighbor complaint, you can act immediately with a friendly, automated message—then follow up manually if needed.
This creates a seamless bridge between guest privacy and building harmony.
If you manage listings across Airbnb, Booking.com, and direct sites, unified inboxes are essential. These tools consolidate communication, prevent delays, and let you track response time across platforms.
Look for integrations via your PMS or tools like Host Tools and Smartbnb.
The best approach combines automation with clear ownership. Set up message flows that run reliably in the background, but always have a person available when the situation calls for it.
Every stay is shaped by moments that either build trust or create friction. In aparthotels, where guests rely entirely on digital touchpoints, communication is the experience.
When your messaging is clear, time-sensitive, and human:
Well-structured communication improves satisfaction, drives repeat bookings, lowers operational overhead, and strengthens your brand.
Strong guest messaging should be a core part of running a high-performing aparthotel.
