20 Common STR Guest Questions
& Response Templates

Hi [Guest Name]! Great question — you'll find the WiFi details on the card on the kitchen counter, but here they are just in case: Network: [WIFI_NETWORK] Password: [WIFI_PASSWORD] Works on all floors. Let me know if you have any trouble connecting — it's been rock solid, but happy to help if anything's off.

Welcome, [Guest Name]! So glad you've arrived. Here's how to get in: [IF SMART LOCK] Door code: [CODE] — just enter it on the keypad and the lock will click open. [IF LOCKBOX] Lockbox is on the [left/right] side of the front door. Code is [CODE] — the key inside opens the main door. The code is unique to your stay and deactivates automatically at checkout. Any trouble, call/text me directly: [HOST_PHONE] Enjoy your stay! 🏠

Hey [Guest Name]! Parking details: [CHOOSE ONE:] You have one dedicated spot — it's [location description, e.g., "the second space from the left in the underground garage"]. No permit needed; your vehicle is registered for the stay. — OR — Street parking is free and unlimited right in front of the building. No permit required in this zone. If you need a second spot, there's a [paid lot / free overflow area] at [cross street], about [X] steps away. — OR — There's a shared garage — enter from [street name]. The gate code is [CODE]. Your assigned space is #[NUMBER]. Let me know if you need anything else!

Hi [Guest Name]! Standard check-in is at [CHECK_IN_TIME]. [IF EARLY CHECK-IN POSSIBLE:] The property looks good for an earlier arrival! You're welcome to check in any time after [EARLY_TIME]. The place will be all ready for you. [IF EARLY CHECK-IN NOT AVAILABLE:] Unfortunately, [previous guests check out at 11am / we have a turnover this morning], so the full space won't be ready before [CHECK_IN_TIME]. That said, you're welcome to drop your bags at the property from [BAG_DROP_TIME] if that helps — just let yourself in and leave them in the entryway. Looking forward to having you! Let me know if you have any other questions before arrival.

Of course, [Guest Name]! Early arrivals are no problem for luggage. You're welcome to swing by and drop your bags in the entryway any time after [BAG_DROP_TIME] — use the same door code that's in your check-in instructions. The rest of the property will be getting cleaned, but the entry area is available to you. If that's not early enough, [LUGGAGE_STORAGE_OPTION — e.g., "there's a Bounce luggage storage location at [ADDRESS] that's convenient for your area"]. They're inexpensive and reliable. We'll have everything fully ready by [CHECK_IN_TIME]. Have a wonderful morning in [CITY]!

Great timing — [NEIGHBORHOOD] has some really good spots. Here are my actual favorites (places I go myself, not just tourist picks): 🍽️ [RESTAURANT_1] — [2-sentence description, e.g., "Best brunch in the area. The outdoor patio fills up fast on weekends — try to go before 10am or after 1pm."] 🍽️ [RESTAURANT_2] — [e.g., "Casual Italian, open late, BYOB. Perfect for a relaxed dinner without a reservation."] 🍽️ [RESTAURANT_3] — [e.g., "Local favorite for coffee and pastries — worth the 10-minute walk."] For broader options, [NEIGHBORHOOD_GUIDE_LINK / "the guidebook on the kitchen counter"] covers my full list with hours and price ranges. Enjoy — eat well! 🙌

Hey [Guest Name]! Here's your quick essentials map: 🛒 Groceries: • [STORE_NAME] ([DISTANCE/TIME], e.g., "2-min walk, 24hrs") — full grocery store, best for a real shop • [CONVENIENCE_STORE] ([DISTANCE] — quick snacks and basics 💊 Pharmacy: • [PHARMACY_NAME] ([DISTANCE]) — [HOURS, e.g., "open until 10pm daily"] ⛽ Gas: • [GAS_STATION] on [CROSS_STREET], about [X] min by car Google Maps has all of these if you search "[YOUR_ADDRESS]" and tap "Nearby." Anything else you need, just ask!

Love it — [CITY/NEIGHBORHOOD] is great for a weekend. Here's what I'd actually do: For your first evening: → [ACTIVITY_1, e.g., "Walk [STREET/AREA] — best vibe in the neighborhood, especially after 7pm."] During the day: → [ACTIVITY_2, e.g., "[MUSEUM/PARK/MARKET] is worth 2–3 hours if you haven't been."] → [ACTIVITY_3, e.g., "The [FARMERS MARKET/SUNDAY MARKET] runs [DAYS] at [LOCATION] — really good local scene."] Don't miss: → [HIDDEN_GEM, e.g., "[VIEWPOINT/LOCAL_SPOT] — most visitors miss it. [SHORT_DIRECTIONS]."] If you want a more comprehensive list by category (outdoors, nightlife, families, etc.), I've got a full guide in the property — it's the folder on the coffee table. Have an amazing trip!

Totally manageable without a car from here! Here's how most guests get around: 🚗 Rideshare: Uber and Lyft are both active in the area. Average wait is [X] mins. For airport runs, budget [~$X] each way to [AIRPORT_NAME]. 🚇 Public Transit: [IF APPLICABLE] The [BUS_LINE / METRO_LINE] stops at [NEAREST_STOP], about [X] min walk. $[FARE] per ride, or download the [TRANSIT_APP] app for day passes. 🚲 Bike Share: [IF APPLICABLE] [BIKESHARE_NAME] docks are [LOCATION]. The [NEIGHBORHOOD_BIKE_PATH] is really pleasant if the weather cooperates. 🚶 Walking: Honestly, [WALKABLE DESTINATIONS] are all easy on foot from here — [DISTANCE_EXAMPLE]. Happy to give you point-to-point directions to anywhere specific — just ask!

Absolutely — here are the numbers you need: 🔴 Property Emergency (call/text 24/7): [HOST_PHONE or EMERGENCY_LINE] Response time: I aim to respond within 15 minutes, day or night. For anything urgent, calling is faster than messaging. 🏥 Nearest ER: [HOSPITAL_NAME] — [ADDRESS] ([X] min by car/rideshare) 🚒 Non-emergency police/fire: [LOCAL_NON_EMERGENCY_NUMBER] (Call 911 for any real emergency — this is for non-urgent situations) 🔧 Property issue during odd hours: Text the number above and I'll get you sorted. For things that can wait until morning, a message is fine. Hope you don't need any of these — but good to have them! 🙂

Hi [Guest Name]! Checkout is easy — here's the short list: ✅ Check out by [CHECKOUT_TIME] ✅ Leave used towels in the [bathroom / laundry area] ✅ Load any dirty dishes into the dishwasher and start it (or rinse and stack) ✅ Dispose of any trash in the [TRASH_LOCATION] ✅ Make sure all windows/doors are closed and locked ✅ Leave the keys / door code card [WHERE — e.g., "on the kitchen counter"] That's genuinely it. No need to strip beds, vacuum, or deep clean — the cleaning crew handles everything else. Thanks for staying — hope it was a great trip! If you have a moment to leave a review, it really does make a difference for us. 🙏

Hi [Guest Name]! Happy to clarify — here's how cancellations work for this booking: 📅 Cancel [X]+ days before check-in: Full refund (minus the service fee, which Airbnb processes) 📅 Cancel [Y–X] days before: [PARTIAL REFUND TERMS, e.g., "50% refund on the nightly rate"] 📅 Cancel within [Y] days: Unfortunately, the reservation is non-refundable at that point. [IF FLEXIBLE:] That said, if something unexpected comes up, reach out to me directly. I can't guarantee anything, but I'm willing to work with guests on genuine emergencies when the calendar allows. The full policy is on your booking confirmation page on Airbnb as well — that's always the authoritative version if there's any discrepancy. Anything else I can help with?

Hi [Guest Name]! Thanks for asking (always appreciated — really). [IF WITHIN MAX OCCUPANCY:] The property sleeps up to [MAX_GUESTS], so one extra person is totally fine. No additional charge for that — enjoy having your friend join! [IF EXTRA FEE APPLIES:] The listing is set for [BASE_GUESTS] guests. We do have a [$ AMOUNT] per-night fee for additional guests beyond that. I can send you a modified booking request through Airbnb to cover the extra night — just let me know you'd like to proceed. [IF AT MAX CAPACITY:] Unfortunately, the property is already at its maximum capacity of [MAX_GUESTS] for safety and insurance reasons. I'm sorry I can't accommodate an extra guest on this one. Let me know how you'd like to handle it!

Hi [Guest Name]! Thanks for checking — really glad you asked. Quiet hours are [START_TIME, e.g., 10pm] to [END_TIME, e.g., 8am]. During that window, we ask that music and conversation be kept to indoor levels that won't carry to [neighbors / adjoining units / nearby properties]. For the get-together: small gatherings of [GUEST_LIMIT, e.g., the booking party + a few friends] are fine. What we want to avoid is anything that becomes a full party or disturbs the neighbors — that's the line. [IF NO PARTIES POLICY:] To be clear: the listing has a no-events/no-parties policy (it's in the house rules), so we do need to keep it to a low-key gathering. If the neighbors reach out to us about noise, we'll need to ask you to wrap it up — but as long as everyone's considerate, you should be fine. Have a great time!

Hi [Guest Name]! 🐾 [IF PETS ALLOWED:] Great news — we do welcome well-behaved pets! There's a [$ AMOUNT] pet fee per stay to cover additional cleaning. A couple of quick notes: please don't let them on the furniture, and make sure any messes in the yard are cleaned up before checkout. If you want to add the pet fee to your booking, Airbnb should let you update it — or I can send a modification request. Just confirm the [breed / size if applicable] and we'll get you sorted. [IF NO PETS:] Unfortunately, this property is pet-free — we have guests with allergies who stay regularly, so we have to keep that policy consistent. I'm sorry I can't make an exception on this one. [OPTIONAL: "If you're looking for a pet-friendly alternative in [AREA], [X resource] is a good place to search."] Thanks for understanding!

Hi [Guest Name], I'm really sorry about that — not the experience we want you to have. Thank you for letting me know right away. I'm on it. [I'm contacting our maintenance team now / Give me [X] minutes to troubleshoot remotely and see if there's a quick fix.] [IF QUICK FIX EXISTS:] Quick thing to try first: [TROUBLESHOOTING_STEP, e.g., "for the garbage disposal, there's a small reset button on the bottom — push it once and see if that clears it."] [IF SENDING SOMEONE:] I'm sending [our maintenance contact / a technician] over. They'll reach out to you directly at [GUEST_PHONE?] to confirm timing — should be within [X] hours. [IF CAN'T FIX IMMEDIATELY:] While we get this sorted, [WORKAROUND, e.g., "the hall bathroom has everything you need in the meantime"]. I don't want this to interrupt your stay more than necessary. Thanks for your patience — I'll follow up as soon as it's resolved.

I'm really sorry, [Guest Name] — that's genuinely disruptive, and I understand. Let me see what I can do. [IF FROM A NEIGHBOR:] I'm reaching out to [the neighbor / building management] right now. I can't guarantee an instant result, but I want you to know I'm taking it seriously and making noise about it on your behalf (pun intended). [IF ONGOING / PERSISTENT:] If it continues past [TIME] and you haven't been able to sleep, please call me directly at [HOST_PHONE]. In a worst-case scenario, I want to make sure you're not left with a ruined night and no options. In the meantime: [PRACTICAL TIP, e.g., "white noise apps (I use 'Calm' personally) or running the fan at low speed can take the edge off street noise significantly."] I'm going to follow up with you in the morning to make sure everything settled down. So sorry again — this shouldn't be your problem to deal with.

Hi [Guest Name]! Absolutely — let me sort that out. [IF EXTRAS ARE AT THE PROPERTY:] Good news — there should be extra [SUPPLY] in the [LOCATION, e.g., "cabinet under the bathroom sink / hall closet / pantry"]. Should be enough to see you through. If you can't find it, let me know and I'll confirm the exact spot. [IF NEED TO RESTOCK:] I'll arrange a drop-off. What's the best time for you today — would [TIME_WINDOW] work? I'll leave everything at [DOOR / DESIGNATED SPOT] so there's no need to be home. [IF SHORT STAY AND NOT PRACTICAL:] The nearest [STORE] is at [LOCATION], just [X] min away — they'll definitely have it and it's an easy run. Let me know if you'd prefer the drop-off option and I'll make it happen. Sorry you ran short — I'll make a note to up the starting supply for future guests.

Hi [Guest Name]! Sorry about that — let's fix it. Quick troubleshooting first: 1. The thermostat is [THERMOSTAT_LOCATION]. Make sure it's set to [HEAT/COOL] mode (not "Fan Only") and that the target temperature is set [higher/lower] than the current room temp — it won't kick on otherwise. 2. Check that the mode switch [IF APPLICABLE, e.g., "on the side of the unit"] is set to [COOL / HEAT] for the season. 3. [IF SMART THERMOSTAT:] If the screen is off, press it once to wake it. The app is [APP_NAME] if you prefer to control it from your phone — I can share access. [IF ISSUE PERSISTS:] If none of that works, let me know immediately. Sleeping in extreme heat or cold isn't acceptable and I'll arrange either a technician or [CONTINGENCY, e.g., "portable AC units / space heaters that I keep for exactly this situation"]. Current outdoor temp is [SEASON-RELEVANT COMMENT] so I want to make sure you're comfortable. Text me directly if this isn't resolved in the next 20 minutes.

Hi [Guest Name]! Happy to walk you through it. [FOR TV:] TV Quick Guide: • Use the [BRAND] remote — the black/silver one on the [LEFT/RIGHT] side of the coffee table • Press the power button, then [SOURCE/INPUT] until you see [HOME SCREEN] • For Netflix/streaming: [BUTTON SEQUENCE or "press the Netflix button directly"] • Streaming accounts already logged in: [LIST SERVICES, e.g., Netflix, Hulu, Disney+] [FOR WASHER/DRYER:] Washer: Load clothes → add detergent from [LOCATION] → select [NORMAL/QUICK] cycle → press Start. Dryer: Transfer clothes → check lint trap [LOCATION] → select [MEDIUM] heat → press Start. Takes about [40–50] min. [FOR OTHER APPLIANCES:] There should be a quick-start guide in the [APPLIANCE MANUAL FOLDER in the kitchen drawer / binder on the shelf]. Let me know which appliance and I'll send you the exact steps. [FOR SMART HOME:] The [HUB / APP] is [PLATFORM, e.g., Google Home / Amazon Alexa]. Say "[WAKE WORD], turn on the living room lights" — it responds immediately. I can walk you through anything else, just describe what you're trying to do!