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Maintenance visit message

Message templateFor guestsSend: As soon as a repair visit is neededBy HostCalmlyUpdated Oct 30, 2026How we write templatesReport an error

Short answer

When a repair can't wait until checkout, message the guest before anyone comes by. Explain what needs fixing, ask permission, offer a time window and say who is coming and roughly how long it will take. Let the guest choose whether to be there, and don't send anyone in until the guest has agreed to a time.

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Hi [Guest name], I hope your stay at [Rental name] is going well. [The issue, such as the dishwasher not draining] needs a repair, and I'd like to send a technician to fix it. Would a visit between [time window] on [date] work for you? It should take about [length of visit]. - Who's coming: [technician's name and company] - What they'll do: [the work, and which rooms they need] You're welcome to be there or to head out while they work. They won't come in until you've confirmed a time, and they'll knock first. If that window doesn't suit you, reply with a time that does and I'll do my best to arrange it. Thanks for your patience, and sorry for the disruption. [Your name]
9 parts still in [brackets]

When to send it

Send it as soon as you know a visit is needed, and at least a few hours before the window you're proposing. Give the guest a real choice of time. Repairs that can wait, such as a loose cabinet door, belong in the next turnover instead. Send a short reminder about an hour before the visit and a thank-you once the work is done.

Tips

  • Ask, don't announce. "Someone is coming at 10" feels like an intrusion; a window and a request for a yes doesn't.
  • Keep the time window to two hours or less where you can, and tell the guest right away if the technician is running late.
  • Say which rooms the technician needs, so the guest can put personal things away.
  • Check your platform's current rules and your local law on entering a booked rental before you schedule anything.
  • If the problem takes away something the guest booked for, such as air conditioning or the hot tub, consider a partial refund. On Airbnb, hosts can send money to a guest through the Resolution Center (opens in a new tab) once the reservation has started.

Frequently asked questions

Can I send a technician without asking the guest?

For routine repairs, ask first and agree on a time. In a genuine emergency, such as a leak or a gas smell, contact the guest right away and follow your platform's rules and local law.

How much notice should I give?

As much as you can. A few hours is the minimum for a routine visit, and a day ahead is better. Offer more than one window if possible.

Should I offer compensation for the disruption?

If the problem or the visit takes away something the guest paid for, a partial refund through the platform is a fair gesture. For a short, minor visit, a sincere thank-you is usually enough.

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