Why Guests Verify Everything After They Book
A 10-minute message fix that lowers arrival stress
Why Guests Keep “Just Checking”
Guests don’t usually message because something is wrong.
They message because they’re unsure.
“Just checking…”
“We’re not sure if this is right…”
Those messages show up even when your instructions are clear and complete. Parking is explained. Entry is covered. Timing is outlined. And still, guests hesitate.
This happens whether messages are written manually, copied from a template, or sent automatically. The tool isn’t the problem. The tone is.
When messages sound overly polished or generic, guests reread them looking for what they might miss. Arrival becomes a moment of second-guessing instead of settling in.
Where Arrival Stress Actually Starts
Most arrival stress doesn’t come from problems you caused.
It comes from too many small decisions landing at once.
Generic, formal language makes those decisions feel riskier than they need to be.
Phrases like:
“Happy to help!”
“Please don’t hesitate…”
“We hope you enjoy your stay…”
aren’t wrong. They’re just everywhere.
When tone feels corporate, guests read instructions while quietly wondering:
Am I doing this right? Should I ask? Am I already a problem?
Clear instructions don’t always reduce stress when the tone feels stiff.
Fewer decisions, and a human tone, do.
If this feels familiar, it’s because arrival-day issues usually start earlier than check-in. We broke that pattern down in more detail in this week’s newsletter on reducing guest arrival issues before arrival.
The One Change That Reduces It
The workflow shift:
Stop trying to sound generic.
Make your messages sound like how your property actually speaks — the tone guests hear most often.
One change. One message. Ten minutes.
Fix One Message Today (10-Minute Quick Win)
Step 1: Choose one message
Pick one message you send often:
Booking confirmation
Check-in instructions
Arrival-day message
Do not rewrite everything. One message is enough.
Step 2: Paste or rewrite using the prompt below
If you use AI or a PMS message editor, paste this in.
If you don’t, use it as a checklist while rewriting manually.
Prompt:
“Write this like how our property actually speaks, talking to our ideal guest.
Keep it to 3 sentences.
Use contractions.
No exclamation points.
Include one real detail about the property or location.”
Step 3: Read it out loud
If it sounds like something someone at your property would actually say, you’re done.
If it sounds stiff, generic, or overly polite, remove one sentence and try again.
Step 4: Replace only that one message
Do not touch anything else today.
Let guest replies tell you whether it worked.
This Works No Matter How You Send Messages
This same approach works whether messages are typed by hand, sent through a PMS auto-responder, or generated with AI — because the fix is about tone, not tools.
What Improves When Tone Matches the Property
When messages sound like the place guests are about to arrive at:
Guests relax sooner
Clarification messages drop
Arrival feels calmer before it begins
Communication reviews improve naturally
This isn’t about better writing.
It’s about fewer arrival-day interruptions and fewer fires to put out.
Your voice.
Less friction.
Calmer arrivals.
That’s the workflow.
No rebrand required.
If you try this on one message, I’m curious what changes — even small ones.
I’m spending the next few weeks talking with operators about recent guest communication challenges, especially around automation and where things break down in real life. I’m exploring a course idea and want to pressure-test it against actual experiences, not assumptions.
If you’ve dealt with this recently and are open to a short conversation, hit reply, or message me, let me know. No pitch — just listening.
Such a useful post! Thank you!