Guest Messaging Automation Playbook | Cairns Airbnb Templates

Automations don’t need to sound robotic. In the world of Cairns short-stays, communication is the primary driver of 5-star reviews. If you respond quickly and proactively, guests feel cared for before they even arrive. Here is our tested playbook and the exact templates we use for our owners.

The Golden Rule: One Action Per Message

Don't overwhelm your guests. The most common mistake Cairns hosts make is sending a massive "wall of text" upon booking. We recommend breaking your communication into a timed sequence. This keeps your listing at the top of their inbox and ensures they actually read the important stuff (like parking!).

1. The Enquiry Response

Instant Response Hi {first_name} 👋 Thanks for your interest in {property_name}. Dates are available! Quick wins for your stay: free secure parking, high-speed Wi-Fi, and we're just a 5-min walk to the Esplanade. Would you like me to pre-approve your booking?

2. Booking Confirmation

Booking + 1 Hour Stoked to host you, {first_name}! Your stay at {property_name} is confirmed. I’ll send through a detailed check-in guide with your access code and parking map 3 days before you arrive. If you have questions about reef tours or shuttles in the meantime, just shout!

3. The Pre-Arrival Check-In

3 Days Before Welcome to Cairns week! 🎉 Check-in is from 3pm. Parking: Bay {number}. Access Code: {code} (activates at 3pm). Guide Link: {digital_guide_link} Humidity Tip: Keep balcony doors closed and use AC 'Dry' mode for the best comfort!

4. The First Evening Check-In

First Night (6pm) Hi {first_name}, just checking in to make sure you’ve settled in nicely. Is the AC and Wi-Fi all working perfectly for you? Let me know if you need anything at all to make your first night more comfortable!

5. The Review Hook (Checkout)

Checkout Day (9am) We loved hosting you! Checkout is 10am. Please just pop the used towels in the basket and start the dishwasher if you have a second. Travel safe! If we earned 5-stars, a quick review would mean the world to our local Cairns team.

Wet-Season Snippets

In Cairns, the "Wet Season" can confuse guests. We use a proactive snippet to manage expectations: "It’s a bit damp outside, but the reef is actually beautiful in the rain! Just a reminder to keep doors shut to keep the humidity out and the AC running smooth."

"Automation reduces your workload, but personalization builds the relationship. We use software to send these, but our local team is always standing by for the human touch."

Summary: Messaging Checklist

Set up automated replies for common questions (Wi-Fi, Parking, Checkout).
Schedule a "Comfort Check" for the first evening—it stops bad reviews before they happen.
Always include a link to a digital guide so guests can help themselves.
If you're spending too much time on your phone, see how we handle guest comms for you.

Guest Messaging Automation Playbook (Templates Included)