Lodgify
Property Management

What Is a During-Stay Message?

Updated 2026-05-28

A during-stay message is a proactive form of guest communication sent while the guest is currently occupying the property, typically a day or two after their arrival. The primary purpose is to check if everything is satisfactory and to offer help or local recommendations.

This gesture of hospitality demonstrates attentiveness and a commitment to providing a positive guest experience. These messages can be sent via text, email, or directly through an OTA messaging platform.

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How it works

Hosts typically schedule during-stay messages to be sent automatically 24 to 48 hours after the guest's check-in time. The message is usually a brief, friendly note asking if the guest is comfortable and if they require any assistance.

For example, it might ask if the guest needs more supplies, has questions about appliances, or would like recommendations for local activities. Using triggers within a property management system allows for the automatic personalization of these messages with guest names and booking details, ensuring timely and consistent communication without manual effort.

Why it matters

During-stay messages are crucial for proactive reputation management and enhancing the guest experience. By opening a line of communication, hosts give guests a private opportunity to report minor issues, which can then be resolved quickly before they escalate into a negative review.

This attentiveness makes guests feel cared for, fostering goodwill that often translates into higher review scores, increased loyalty, and more repeat bookings.

Examples

  • An automated SMS is sent to a guest on the second morning of their week-long stay: 'Hi [Guest Name], this is Mark from Lakeside Cabins. Just checking in to make sure you're settled in and everything is perfect. Please let us know if you need anything at all!'
  • A property manager sends a message via the Vrbo app 24 hours after check-in: 'Hope you are enjoying the city views from the apartment! We just wanted to make sure you have everything you need. Let us know if you have any questions about the smart home system.'
  • For a family on a 10-day beach vacation, the host sends an email on day three: 'Hello [Family Name], I hope you're having a wonderful time. I wanted to see if you needed fresh towels or a mid-stay tidy-up. If you're looking for family-friendly dinner spots, I have some great recommendations.'
  • A host, noticing a heatwave in the forecast, sends a message: 'Hi [Guest Name], I see it's going to be quite hot tomorrow. I just wanted to remind you where the controls for the central air conditioning are located and to confirm it's working well for you.'

Frequently asked questions

When is the best time to send a during-stay message?+
The ideal time is typically 24-48 hours after check-in. This gives guests sufficient time to settle in and identify any questions or issues without the message feeling intrusive. For longer stays of a week or more, a second check-in message around the midpoint can also be a thoughtful touch.
Should during-stay messages be automated?+
Yes, automation is highly effective for sending during-stay messages, especially for managers with multiple properties. Guest communication software allows you to create templates and schedule them to send at the optimal time for every booking. This ensures consistency, saves time, and prevents any guest from being overlooked.
How can a during-stay message help prevent bad reviews?+
It provides a private and convenient channel for guests to raise concerns. By proactively asking if everything is okay, you encourage guests to report minor issues—like a flickering lightbulb or confusion over the TV remote—directly to you instead of letting frustration build and later airing it in a public review. This gives you a chance to fix the problem and turn a potentially negative experience into a positive one.
What is the difference between a pre-stay and a during-stay message?+
A pre-stay message is sent before the guest arrives and typically includes essential information like check-in instructions, directions, and the WiFi password. A during-stay message is sent after the guest has already checked in, with the goal of ensuring their comfort and satisfaction while they are at the property.
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