It's 11pm. You're in bed. Your phone buzzes.
"Hi! Sorry to bother you, what's the WiFi password?"
Every short-term rental host knows this feeling. And while you want to be responsive and helpful, the truth is most late-night messages aren't emergencies — they're questions that should have been answered before check-in.
Here's how to fix that.
Why Guests Message at Night
Guests don't message late because they're inconsiderate. They message late because:
- They just arrived and something isn't clear
- They couldn't find the answer in your guide (or you don't have one)
- They feel uncertain and want reassurance
The first two are fully in your control. The third one mostly is too.
The 90% Rule
In our experience talking to hosts, roughly 90% of guest messages fall into five categories:
- WiFi password
- How to operate an appliance (TV, heating, coffee machine)
- Checkout time or checkout procedure
- Parking instructions
- Where to find something (extra towels, the bin bags, the spare key)
If your guest guide covers these five areas clearly, most of your messages disappear.
What a Good Pre-Arrival Message Looks Like
Before your guests arrive, send a short welcome message that:
- Confirms check-in time and access instructions
- Links directly to your guest guide
- Tells them the guide has everything they need for their stay
The key is making the guide easy to open. A link they can tap on their phone, not a PDF attachment they have to download and pinch-to-zoom.
Something like:
"Welcome! Check-in is from 3pm. Here's your guide with everything you need for your stay: hellostr.com/h/your-property — WiFi, appliances, checkout, local tips — it's all there. Enjoy!"
Short, warm, and points them straight to the answers.
Set the Right Expectations at Check-In
If you do an in-person check-in, show guests the guide on their phone before you leave. Say something like: "If you have any questions during your stay, check the guide first — I've tried to cover everything in there."
This isn't rude. It's actually reassuring. It tells guests that they have a resource they can rely on, and that they don't need to wait for you to respond to get an answer.
Handle the Genuine Emergencies Well
Reducing non-urgent messages lets you be more present for the ones that matter. A guest locked out in the rain is a genuine emergency. A guest asking about the WiFi at 11pm is not.
When you do get a real emergency, you want to be available and responsive. That's easier when you're not fielding ten routine questions a day.
Make sure your guide includes your contact number clearly and with context: "For urgent issues during your stay, call or text [number]. For everything else, you'll find the answer in the guide."
The Bottom Line
A great guest guide isn't just about being organised — it's about giving guests confidence. When guests feel like they have everything they need, they relax. When they relax, they enjoy their stay more. When they enjoy their stay more, they leave better reviews.
And you get to sleep through the night.
Hellostr makes it easy to build a professional mobile guide for your property in minutes. Guests open it on their phone — no download, no login. Update it anytime and every guest always sees the latest version.
Try it free for 14 days.