Using Pre-Arrival Emails to Reinforce House Rules

For vacation rental hosts, the guest experience starts well before check-in. In fact, one of the most important tools for ensuring a smooth stay happens behind the scenes—pre-arrival emails.

Done right, pre-arrival emails do more than provide check-in instructions; they reinforce your house rules, set expectations, and help prevent misunderstandings that could lead to poor reviews, property damage, or even liability claims.

In this post, we’ll explore how to use pre-arrival emails to support your house rules in a way that’s clear, professional, and guest-friendly—so everyone feels informed, respected, and ready for a great stay.

Why Pre-Arrival Emails Matter in Guest Communication

When guests book your property, they’re often juggling flights, travel logistics, and excitement about their trip. A well-timed, well-crafted pre-arrival email acts as a helpful nudge that sets the tone for their stay and answers their key questions.

But even more importantly, it’s your opportunity to reinforce your house rules without sounding heavy-handed. Pre-arrival emails help reduce rule violations, improve guest satisfaction, protect your property and business, and encourage respectful behavior from the start. 

Many vacation rental homeowners rely on platforms like Airbnb or Vrbo to share house rules—but guests often overlook them. By reiterating those policies through direct email, you’re ensuring they actually get seen.

What to Include in Your Pre-Arrival Emails

An effective pre-arrival email should strike a balance between being informative and welcoming. Here are the core components to include:

Warm Welcome and Introduction

Begin with a friendly greeting. Remind guests of their upcoming trip and express your excitement about hosting them.

Example:

“We’re thrilled to welcome you to [Property Name]! Your stay is just a few days away, and we’ve put together a few helpful tips and reminders to make your visit as smooth and enjoyable as possible.”

Key Details and Check-In Instructions

Cover essentials like check-in time, how to access the property (key code, lockbox, etc.), parking instructions, and Wi-Fi information. 

Keep it clear and organized—bullet points or numbered lists help with readability.

Highlight of House Rules

Here’s where you reinforce expectations without overwhelming the guest. Choose the most important house rules—typically 5 to 7—and include a link to the full guide.

Common house rules to feature:

• No smoking on the property
• No unauthorized guests or parties
• Quiet hours (especially in residential neighborhoods)
• Pet policy, if applicable
• Check-out instructions

Example:

“Just a few friendly reminders to help ensure a great stay for everyone:

• No smoking inside the home
• Please respect our quiet hours from 10 PM – 8 AM
• Only registered guests are permitted to stay overnight
•  Kindly leave the property in good condition at check-out

You can view the full house manual here: [Link]”

Emergency Info and Contact Details

Be sure to include:

• Your preferred contact method
• Local emergency services
• Nearest hospital or urgent care

Personal Touches and Local Recommendations

Round out your pre-arrival message with dining tips, nearby attractions, or anything unique about your property. This helps shift the tone from instructional to inviting, which balances the rules section nicely.

When Should You Send Pre-Arrival Emails?

Timing is everything when it comes to effective guest communication. We recommend sending your pre-arrival email 3–5 days before check-in. This gives guests time to absorb the information and ask any final questions.

If you send it too early, it may get lost in their inbox. Too late, and it may feel rushed or last-minute.

Some hosts also send a brief reminder email 24 hours before arrival, especially for self-check-in properties. This message can reiterate the top 2–3 rules and remind them of how to access the home.

Tips to Reinforce House Rules Effectively

• Be Clear, Not Overwhelming — Keep rule descriptions short and specific. Long paragraphs or overly formal language can come off as intimidating. A friendly, direct tone works best.
• Use Formatting for Emphasis — Bold or bullet key rules. Use headers or emojis to break up sections and make content skimmable.
• Position Rules as a Positive — Frame your rules around guest comfort and community respect rather than just restrictions. For example, “To keep the neighborhood peaceful for everyone, we kindly ask that guests observe quiet hours after 10 PM.”
• Back it Up with Protection — Mention that your property is covered by short-term rental insurance and guest screening services like those provided by Safely. This shows guests that you take safety seriously, which subtly encourages responsible behavior. For example, “For everyone’s peace of mind, we use trusted guest screening and offer protection through Safely to ensure a secure and enjoyable experience for all.”

The Role of Pre-Arrival Emails in Property Management

Beyond helping guests, pre-arrival emails also benefit you as a host or property manager. They serve as documented communication in case issues arise, and they can reduce:

• Misunderstandings about rules
• Property damage
• Last-minute questions
• Negative reviews due to miscommunication

In short, good communication supports good property management. If you’re working with a property management service, make sure they include pre-arrival emails as part of their process—and that the messaging aligns with your expectations and brand tone.

Sample Pre-Arrival Email Template

Subject: Your Upcoming Stay at [Property Name] – What You Need to Know

Hi [Guest Name],

We’re so excited to welcome you to [Property Name] in just a few days! To help you prepare for your trip, here are a few important details:

Check-In Info

• Check-in: After 4:00 PM
• Address: [Property Address]
• Lockbox Code: [Code]

House Rules (Please Read)

• No parties or unregistered guests
• Quiet hours: 10 PM – 8 AM
• No smoking indoors
• Please treat our home with care

In Case of Emergency

• Local emergency: Dial 911
• Nearest hospital: [Hospital Name, Address]
• Contact us: [Phone/Email]

Local Tips
We love [Local Café Name] for breakfast and [Trail Name] for a relaxing hike!

Let us know if you have any questions. Safe travels—we can’t wait to host you!

Best,
[Your Name / Property Management Team]

When guests feel informed and welcomed before they even arrive, they’re more likely to respect your home—and your rules. Pre-arrival emails are a simple, low-cost tool that can help protect your property, reduce headaches, and deliver a better guest experience.

At Safely, we help vacation rental homeowners manage risk from the start through expert guest screening, short-term rental insurance, and reliable communication strategies. Clear, proactive outreach like pre-arrival emails helps make sure your home stays safe and your guests stay happy. Explore Safely’s guest screening and short-term rental insurance services that are designed to help you protect your rental, streamline operations, and deliver a five-star guest experience.