A solid pre-arrival message sets expectations and reduces day-of stress. Send it 7–10 days before arrival, in the guest’s conversation thread, so it sits next to their booking.
What to cover
Exact address and arrival window.
Transport: airport pick-up if included, or directions if not.
Packing list — what to bring, what is provided.
Day-1 outline.
Wi-Fi, dietary and accessibility reminders.
Emergency contact.
Your direct contact for day-of issues.
Format
Bullet points beat paragraphs. A reply can be up to 10,000 characters, and you can attach files, so a PDF with a map and logo works well.
Send it
Open
and find the guest’s conversation.
Write the message and attach any files.
Send. The guest is emailed straight away.