Before you use the templates
A good guest message is short, personal and focused on one next step. Keep these four rules in mind:
- Start with the guest's name. It's the quickest way to stop a message feeling canned.
- Be specific. Instead of "we have great rates", give the dates, number of guests and total price.
- Ask one question or request one step. The guest should know immediately what to do next.
- Write in the guest's language. Replying to a German or Russian guest in their own language builds far more trust than a conversation through a translation tool.
Replace the square brackets ([Name], [date], [price]) with your own details. The German templates use the formal "Sie" and the Russian ones the formal "Вы".
1. Replying to a price and availability question
When a guest gives dates and a number of guests and asks for a price. This is the message where most bookings are won or lost, so send it as fast as you can.
English
Hi [Name], thanks for your message! Our [room type] is available for [number] guests from [check-in date] to [check-out date]. The total for [number] nights is [price], breakfast included.
Would you like me to book it for you? I just need your full name and phone number.
German
Guten Tag [Name], vielen Dank für Ihre Nachricht! Unser [Zimmertyp] ist vom [Anreise] bis [Abreise] für [Anzahl] Personen frei. Der Gesamtpreis für [Anzahl] Nächte beträgt [Preis] inklusive Frühstück.
Soll ich die Buchung für Sie vornehmen? Dafür benötige ich nur Ihren vollständigen Namen und Ihre Telefonnummer.
Russian
Здравствуйте, [Имя]! Спасибо за сообщение. Номер [тип номера] свободен с [дата заезда] по [дата выезда] для [количество] гостей. Стоимость за [количество] ночей — [цена], завтрак включён.
Оформить бронирование? Для этого мне нужны только Ваши имя, фамилия и номер телефона.
2. When the dates are taken: offer an alternative
"Sorry, we're full" ends the conversation. Offer nearby dates or another room type instead.
English
Hi [Name], unfortunately our [room type] is fully booked on [date]. I can offer two options: a [alternative room type] on the same dates ([price]), or the [room type] from [alternative dates] ([price]). Which would suit you?
German
Guten Tag [Name], leider ist unser [Zimmertyp] am [Datum] ausgebucht. Ich kann Ihnen zwei Möglichkeiten anbieten: ein [anderer Zimmertyp] zu denselben Daten ([Preis]) oder den [Zimmertyp] vom [anderer Zeitraum] ([Preis]). Was passt Ihnen besser?
Russian
Здравствуйте, [Имя]! К сожалению, на [дата] номер [тип номера] уже занят. Могу предложить два варианта: [другой тип номера] на те же даты ([цена]) или [тип номера] с [другие даты] ([цена]). Какой вариант Вам удобнее?
3. Booking confirmation
When you confirm a booking. Put all the key details in one message, so the guest never has to ask again.
English
Hi [Name], your booking is confirmed!
Dates: [check-in] – [check-out], [number] nights
Room: [room type], [number] guests
Total: [price]
Payment: [payment method and due date]
Cancellation: [cancellation policy]Check-in is from [time] and check-out is by [time]. If you have any questions, just message this number. See you soon!
German
Guten Tag [Name], Ihre Buchung ist bestätigt!
Zeitraum: [Anreise] – [Abreise], [Anzahl] Nächte
Zimmer: [Zimmertyp], [Anzahl] Personen
Gesamt: [Preis]
Zahlung: [Zahlungsart und Fälligkeit]
Stornierung: [Stornobedingungen]Check-in ist ab [Uhrzeit], Check-out bis [Uhrzeit]. Bei Fragen schreiben Sie uns einfach an diese Nummer. Wir freuen uns auf Sie!
Russian
Здравствуйте, [Имя]! Ваше бронирование подтверждено.
Даты: [заезд] – [выезд], [количество] ночей
Номер: [тип номера], [количество] гостей
Итого: [цена]
Оплата: [способ и срок оплаты]
Отмена: [условия отмены]Заезд с [время], выезд до [время]. Если появятся вопросы, пишите на этот номер. Ждём Вас!
4. Pre-arrival information
One or two days before arrival. Directions and check-in details cut down last-minute calls, and it's the best moment to mention your extras.
English
Hi [Name], we're looking forward to welcoming you on [date]!
Location: [map link]
Check-in: from [time]. If you arrive earlier, you're welcome to leave your luggage with us.
Parking: [parking information]If you'd like an airport transfer or [extra service], we can arrange it now. Could you let us know your estimated arrival time?
German
Guten Tag [Name], wir freuen uns darauf, Sie am [Datum] bei uns begrüßen zu dürfen!
Lage: [Kartenlink]
Check-in: ab [Uhrzeit]. Wenn Sie früher ankommen, können Sie Ihr Gepäck gern bei uns lassen.
Parken: [Parkinformationen]Gern organisieren wir vorab einen Flughafentransfer oder [Zusatzleistung]. Wann werden Sie voraussichtlich ankommen?
Russian
Здравствуйте, [Имя]! Ждём Вас [дата].
Как добраться: [ссылка на карту]
Заселение: с [время]. Если приедете раньше, можно оставить у нас багаж.
Парковка: [информация о парковке]Можем заранее организовать трансфер из аэропорта или [доп. услуга]. Подскажите, пожалуйста, примерное время прибытия?
5. Welcome on arrival day
After check-in. Put the most-asked details, such as the Wi-Fi password and breakfast times, in one message.
English
Welcome, [Name]! Your room is [room number].
Wi-Fi: [network name] / password: [password]
Breakfast: [time range], [place]
Reception / emergencies: [phone]If you need anything, just message us here. Enjoy your stay!
German
Herzlich willkommen, [Name]! Ihr Zimmer: [Zimmernummer].
WLAN: [Netzwerkname] / Passwort: [Passwort]
Frühstück: [Uhrzeit], [Ort]
Rezeption / Notfall: [Telefon]Wenn Sie etwas brauchen, schreiben Sie uns einfach hier. Einen schönen Aufenthalt!
Russian
Добро пожаловать, [Имя]! Ваш номер: [номер].
Wi-Fi: [название сети] / пароль: [пароль]
Завтрак: [время], [место]
Ресепшен / экстренная связь: [телефон]Если что-то понадобится, просто напишите нам сюда. Приятного отдыха!
6. A quick mid-stay check-in
On day two or three. It gives you a chance to fix a problem before the guest leaves and writes a review.
English
Hi [Name], is everything going well? If anything is missing in your room or there's something we can arrange for you, just let us know.
German
Guten Tag [Name], ist alles zu Ihrer Zufriedenheit? Wenn in Ihrem Zimmer etwas fehlt oder wir etwas für Sie organisieren können, geben Sie uns einfach Bescheid.
Russian
Здравствуйте, [Имя]! Всё ли в порядке? Если в номере чего-то не хватает или мы можем что-то для Вас организовать, просто напишите нам.
7. Thank-you and review request after check-out
The day after check-out. Give the review link directly so the guest doesn't have to look for it, and tell them how to book direct next time.
English
Hi [Name], thank you so much for staying with us! If you enjoyed your stay, we'd really appreciate a short review: [review link]
Next time, you can book directly via [website / phone]; we always have [small perk] for returning guests.
German
Guten Tag [Name], vielen Dank, dass Sie bei uns zu Gast waren! Wenn Ihnen der Aufenthalt gefallen hat, würden wir uns sehr über eine kurze Bewertung freuen: [Bewertungslink]
Beim nächsten Mal können Sie direkt über [Website / Telefon] buchen; für Stammgäste halten wir immer [kleiner Vorteil] bereit.
Russian
Здравствуйте, [Имя]! Большое спасибо, что выбрали нас. Если Вам понравилось, будем очень благодарны за короткий отзыв: [ссылка на отзыв]
В следующий раз можно забронировать напрямую через [сайт / телефон]; для постоянных гостей у нас всегда есть [небольшой бонус].
8. Apologizing for a late reply
When you see a message hours later. Keep the apology short and get straight to the answer.
English
Hi [Name], sorry for the late reply. For [date], [answer]. Would you like me to book it for you?
German
Guten Tag [Name], entschuldigen Sie bitte die späte Antwort. Für den [Datum]: [Antwort]. Soll ich die Buchung für Sie vornehmen?
Russian
Здравствуйте, [Имя]! Извините за поздний ответ. На [дата]: [ответ]. Оформить для Вас бронирование?
Who will send these messages?
Templates help your team reply quickly and consistently. But bookings are most often lost at night or during busy hours, when nobody can look at the phone.
The AI receptionist Mira takes care of situations 1, 2 and 8 herself. Whatever language the guest writes in, she understands the question, replies in that language using the live prices and availability in your dashboard, and collects the booking request. She only gives the Wi-Fi password to guests staying that day, and she sends in-stay requests to your team's guest requests board. That leaves you the messages that need a personal touch, like confirmations and welcomes.
We cover more ways to cut commission in 7 ways to reduce Booking.com commission.