The messages behind 586+ reviews — now yours to use.

We’re Ken and Moya. At peak we ran fifteen rentals across two countries and three very different markets, seven of them short-term — while Ken owned and operated a live music venue and Moya, a former teacher, worked full time as a nanny. We ran all of it together: both underwriting, both cleaning, both answering the midnight messages. More about how we got here →

The platform fluency most hosts never learn

Airbnb already delivers your address, House Manual and check-in method the moment a booking confirms — and unlocks check-in instructions 48 hours out, on its own. Scheduled messages fire on three triggers only. If you don’t know that, you re-send what the platform already sent and miss the moments it leaves to you.

Vrbo works differently, and every difference is flagged

The full address releases 30 days before check-in rather than at booking. A booking request places a hold on your calendar. And Vrbo doesn’t auto-post check-in steps at all — there, you are the check-in channel. Wherever the two platforms diverge, we say so.

• The Inquiry Reply — sent within the hour, screens the guest without sounding like an interrogation.
• The Pre-Approval — the single highest-leverage message you will ever send, and the one most hosts never send at all.
• The Booking-Confirmed Welcome — sets the tone in the first ten seconds, and points at the House Manual rather than re-sending it.
• The Pre-Arrival Check-In — two to three days out. Captures their arrival time and builds anticipation.
• The Check-In Details — the only message that ever carries your access codes, sent to a confirmed, arriving guest.
• The Hard-to-Find-Property Variant — for the listings drivers circle the block looking for.
• The Mid-Stay Touch — one unintrusive message that catches small problems while they are still fixable.
• The Wi-Fi Quick-Message — the detail guests ask for most, usually within an hour of arriving.
• The Checkout Message — protects the property without souring the goodbye.
• The Review Request — timed the way we actually do it, which is not when most hosts send it.
• The H.O.S.T. Recovery Message — the four-step reply that turns an upset guest into a five-star review.

• Every message a guest receives, from first inquiry to the review they leave.
• The reasoning behind every line, so you can adapt instead of pasting blindly.
• The judgment: when not to message, why we don’t review guests first.
• Every code, password and address stripped out and replaced with fill-in fields — so you never leak your own secrets.

Who this is for

Any host who wants their communication to do the work — new hosts get a complete playbook, experienced hosts get the judgment and the reasoning that sharpen what they already do.