8 Vacation Rental Email Templates to Improve Customer Service

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vacation rental email templates

What is one of the keys to running a successful vacation rental business? Pleasant and helpful responses and answers to guest inquiries.

But, it’s not just about offering great customer service. It’s also about offering fast customer service. If a potential customer emails you and doesn’t hear back quickly enough? They’re likely to go with another property.

Why create email templates for your vacation rental correspondence?

Email templates are an excellent way to streamline your email customer service process and offer faster response times.

Plus, they make your life easier. You don’t have to retype the same information every time a guest has a question about your property, or whenever you need to send over frequently shared information, like house rules.

Creating email templates can be as high-tech or as low-tech as works with your current email process. Of course, we recommend creating templates in Outpost, which can be easily inserted into your emails and tweaked as needed. 

Even with templates, customization is key

Templates are a wonderful tool—until they aren’t.

We’ve probably all had the experience of receiving a bad templated response where the sender clearly didn’t read our email at all. This can actually be worse than a slow response; it shows a lack of concern for the customer’s personal situation and feels robotic and careless.

The key with templated email responses is to use them as a guide. They’re the foundation for an email reply—not the entire email. Think of them like Mad Libs. They’re the structure, but you still need to fill in the specific details and customize them.

Your templates should make it so that you don’t have to type out the same things you’d say to every customer. This might mean greetings, general information about where your properties are located or other similar details, your contact info, and other replicable information. But, your templates should nearly always be tailored to the customer’s unique situation, and modified in response to the conversation.

So, consider constructing your templates with fill-in-the-blank areas, and approach them with the idea that they are the bare bones, not the entire message.

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8 customizable vacation rental email templates—from first contact to follow-up

With that said, the following templates will help get you started on creating your own.

Some, like an email stating your house rules or a departure checklist, you’ll likely be able to use pretty much as-is every time. Others, like the new guest inquiry response template, will need customization depending on the customer’s request.

Auto response for all first-time contact

Hi [customer name],

Thanks for reaching out to us about [rental property]! We’re so glad you’re considering us for your stay.

We’ll get back to you as soon as we can with more details about your request. We do our best to respond within [response time—24 hours, one business day, etc.].

As a note, our availability is always up-to-date on our website—feel free to check it out here [with link]. You can also find more information about [other useful links—an FAQ, your pricing page, house rules, and so on] on our website as well.

We’ll be in touch shortly, and thanks again for choosing [rental property]!

-[Your name and relevant info]

New inquiry response template

Hi [customer name]

Thanks for checking out [rental property]! We’re excited to have you stay with us.

Currently, our availability is [availability information]. The rate for [x number of occupants] on those dates is [rate information, including any fees and taxes]. We accept [payment methods].

Here’s a little more information about the space: [add details about your property here—amenities, location information, and so on].

To reserve [rental property], we require [deposit information, any other needed information]. We also have [cancellation policy, refund policy, or similar information here].

Please let us know if you’d like to book—we can’t wait to meet you!

-[Your name and relevant info]

Reservation and booking confirmation template

Hi [customer name],

We’re so happy you’ve chosen to book [rental property]! We’re here to help make sure you have a wonderful stay.

Here’s your reservation information:

  • Booking confirmation number: [Confirmation number or code, if applicable]
  • Occupants: [Number of occupants]
  • Dates: [Dates of stay]
  • Deposit paid: [Amount]
  • Remaining balance due: [Amount, if applicable—this section will vary based on your fee structure]
  • Special requests: [Note any special requests here—bassinet, extra blankets, and so on]

Please don’t hesitate to reach out to us if you have any questions, and we look forward to meeting you!

-[Your name and relevant info]

FAQs

Hi [customer name],

Thanks for reaching out to [property management name, name of your property, or applicable]. We’re happy to answer any questions you have!

[Insert answer to specific question here. When setting up this template, it’s a good idea to write out answers to several commonly asked questions. That way, when you receive a question, you can simply select the answer that applies to their specific question and modify it to fit their situation.

You can also create an FAQs page on your website to answer common questions, and include that in your email response. Keep in mind that you might at some point notice that your FAQs seem to spark more questions than you intend—so for more on writing better FAQs that you can use as the basis for your email templates, check out this article on figuring out whether your FAQ page is delivering the best information.]

Please let us know if you have any further questions!

-[Your name and relevant information]

House rules

Hi [customer name],

We can’t wait for you to stay at [rental property]! Here are some details and house rules to keep in mind before your trip. If you have any questions, please don’t hesitate to contact us!

  • Check in time is at [x hour], and check out is at [y hour]. If you need a late or early check in or check out, just let us know—we’ll do our best to accommodate you!
  • Always be sure to close all windows when you leave, and lock the door behind you.
  • Please note that there is no smoking allowed on the property.

[*Note: Complete this list with your own house rules—this will likely be your easiest to reuse template, as this information will probably be the same for all guests.]

We’re looking forward to meeting you! If you need anything or have any questions, just let us know.

-[Your name and relevant information]

Maintenance request

Hi [customer name],

Thank you for your email—we’ll do our best to get [issue] taken care of ASAP.

In the meantime, please reply with the following information:

  • When did the issue begin?
  • Which room(s) are currently affected?
  • Does maintenance have permission to enter the rental without you present? If no, when are you available to have maintenance enter the property?
  • Please describe the issue in detail:

If this is an emergency, please contact:

  • [Phone number for your local plumber]
  • [Phone number for your local electrician]
  • [Phone number for your internet provider]
  • [Any applicable maintenance/services contact information]

Thanks for your patience—we’re here to help as soon as we can.

-[Your name and relevant information]

Departure checklist

Hi [customer name],

We hope you have had a wonderful stay at [rental property]! Before you go, we wanted to share this departure checklist with you.

Please kindly take a moment to do the following:

  • Bag all trash and dispose of it in the trashcan outside the property.
  • Remove all food from the refrigerator and freezer.
  • Check for belongings under the beds and in all drawers and closets—we’d hate for you to leave something important behind!
  • [Continued list of departure tasks, as needed]

Once again, we’ve enjoyed having you as our guests and we hope you’ve had a great time in [location]. Thanks so much for choosing [rental property]—please come stay with us again!

-[Your name and relevant information]

Post-stay thank you email

Hi [customer name],

Thanks so much for staying with us at [rental property]! We’d like to take a moment to thank you for supporting our business.

We’d love to have you stay with us again—and we’re offering [X percent, dollar value, etc.] off your next stay (valid through [dates]). Also, if you refer us to a friend, they’ll get [X percent, dollar value, etc.] off their stay as well! Just make sure they tell us [customer’s full name] sent them.

Thanks again for choosing [rental property]. We’re so glad we could be your home away from home in [location], and look forward to seeing you again soon.  

-[Your name and relevant information]

Templates can save you time and improve customer service—but they’re just one piece of the puzzle

On a daily basis, you’re likely working with several other key players to keep your rental business running smoothly—housekeeping, maintenance personnel, and perhaps other support staff.

So, it’s important that you set up processes to make communicating with everyone as smooth and efficient as possible—not just your guests.

A shared inbox tool like Outpost allows you to collaborate with your entire team out of the same inbox (or multiple inboxes), without sharing passwords or stepping on each other’s toes. You’ll be able to assign emails to the right people, see who is working on what, and make sure everything is accounted for. 

For example, let’s say a customer emails you with a housekeeping request. Instead of forwarding the email to your housekeeper and having to message back and forth to sort out details (and risk accidentally including the customer in what goes on the behind the scenes!), you can simply assign it to a member of your housekeeping team and add an internal note that only they will see.

A tool like Outpost will allow you not only to create templates that you can use while communicating with customers, but make it possible to streamline your entire communication process—which saves you time and allows you to focus on managing your business better.

Posted in Customer Service, Email, Industries, Vacation Rental

Briana Morgaine

Briana Morgaine

Briana is the content marketing specialist for Outpost and Palo Alto Software. She enjoys discussing marketing, social media, and the pros and cons of the Oxford comma. Briana is a resident of Portland, Oregon, and can be found working remotely from a variety of local coffee shops.