Pre-departure email: the simple habit that prevents forgotten details
5 min · StayParlo Journal
Why a pre-departure email really makes a difference
Most hosts invest heavily in welcoming their guests, but completely overlook the end of the stay. Yet this is often the moment when costly oversights happen: keys not returned, trash not taken out, heating left on full blast, or windows left wide open. A simple email sent 12 to 18 hours before check-out is enough to remind guests of the essential rules without coming across as intrusive.
This message also plays an important psychological role. It subtly signals to guests that their stay is coming to an end and that it's time to start preparing their departure. This forward-thinking approach reduces last-minute stress on both sides: guests don't panic trying to figure out where to leave the keys, and you don't have to deal with urgent messages on the morning of check-out. It's a small gesture, but its impact on the host-guest relationship is very real.
The essential elements to include in your email
A good pre-departure email should be short, clear, and readable in under two minutes. Start by reminding guests of the exact check-out time, then list the three or four expected actions: collecting rubbish and placing it in the designated bins, leaving the keys in the right spot (key box, concierge, letterbox), closing all windows, and switching off the lights and electrical appliances. There's no need to write an essay — a simple bullet-point list is all it takes.
Be sure to also include a human touch. Sincerely thank your guests for their stay, wish them a safe journey home, and invite them to leave a review if they enjoyed their experience. This short closing line significantly increases the rate of positive reviews, as it reaches guests at just the right moment — when the memory of their stay is still fresh and positive.
How to structure and automate this message without spending time on it
The good news is that this email doesn't need to be written by hand for every guest. Create a base template in your preferred messaging tool — whether directly through Airbnb, Booking.com, or an external property management tool — and schedule it to send automatically the evening before departure, around 6 or 7 PM. At that time, guests have generally returned from their day out and are more likely to take the time to read their messages.
If you manage multiple properties or want to take things further, a digital guidebook like StayParlo can automate the sending of this message while integrating departure instructions personalised for each property. This allows you to centralise all communication in one place and ensure perfect consistency, even during peak season when check-outs follow one after another.
Common mistakes that make this email pointless
The number one pitfall is overloading the message. If your email contains ten detailed instructions, paragraphs of house rules, and several questions all at once, guests simply won't read it. Be selective: only keep what is truly essential for departure. Secondary information such as the Wi-Fi code or restaurant recommendations already has its place in the welcome guidebook — not in this email.
Another common mistake is sending this message too early or too late. Sent three days in advance, it will be forgotten. Sent on the morning of departure, it arrives too late to be acted upon. The ideal window is between 12 and 20 hours before check-out. Also avoid a tone that is too cold or overly administrative: you are a host, not a building manager. A warm message will always deliver better results.
Personalising your email to maximise its impact
A generic email works, but a personalised email works better. Always include the guest's first name, the name of your property, and the exact check-out time. If the stay has been a long one — a week or more — add a sentence that acknowledges the length of the stay and reflects your commitment as a host. This level of personalisation takes just thirty extra seconds, but it changes how guests perceive the experience.
Finally, adapt the content slightly based on the guest profile. A family travelling with children will appreciate a reminder to check under the beds and inside drawers to make sure nothing is left behind. A business traveller will value confirmation that the departure process is quick and straightforward. These subtle adjustments show that you paid attention to your guests throughout their stay — and that will come through in their reviews.
Frequently asked questions
What is the best time to send the pre-departure email?
The ideal window is between 6 PM and 8 PM the evening before check-out. Guests are generally free at that point, the stay is wrapping up, and they have plenty of time to take note of the instructions without any last-minute stress.
Should I send this email even if the departure instructions are already in the welcome guidebook?
Yes, absolutely. Even the most attentive guests tend to forget details they read at the beginning of their stay. This email acts as a well-timed, targeted reminder — it complements the welcome guidebook rather than replacing it.
Can this email really help generate more positive reviews?
Yes. By ending your communication on a warm note and naturally inviting guests to leave a review, you encourage them to share their experience while it is still fresh in their minds. It's one of the simplest levers you can use to increase your review rate.
Create your welcome guide in 20 minutes
Multilingual, AI concierge, protected codes. 14-day free trial.
Start for free