WhatsApp message templates for Nigerian shortlet hosts, from enquiry to checkout
Clavibase
It is 11:15 p.m. A guest arriving tomorrow wants the address again. Another is asking whether the generator runs all night. A third has gone quiet after you quoted the rate. You are typing the same answers you typed last weekend, from memory, on a cracked phone screen.
Most Nigerian shortlet stays run through WhatsApp from first “Hi, is it available?” to the final “Thank you, we’ve left.” That is fine. The problem is writing every message from scratch. Replies get slower, details change from guest to guest, and the important bits (payment, access, house rules) get lost in friendly chat.
Below is a set of templates for each stage of a stay. Copy them into WhatsApp Business quick replies or a notes app, change the bracketed parts, and send.
Why templates beat typing from memory
Templates are not about sounding robotic. They protect you from the mistakes that happen when you are tired or busy:
- quoting a different rate from the one on Instagram;
- forgetting to mention the caution fee until the guest is at the gate;
- sending last month’s Wi-Fi password;
- leaving out the estate gate instruction, so security calls you at 10 p.m.
Write each template once, carefully, and you only need to fill in dates, names, and amounts. Keep your tone warm and add a personal line when it fits. The structure does the heavy lifting.
Stage 1: The first reply to an enquiry
Speed wins here. Guests often message several apartments at once, so a clear answer within minutes beats a perfect one hours later.
Hi [Name], thanks for reaching out. [Dates] are available at [Apartment name], [area]. The rate is ₦[amount] per night, so ₦[total] for [number] nights. It includes Wi-Fi, [generator/inverter details], and [parking]. How many guests will be staying, and what time do you plan to arrive?
If the dates are taken, offer an alternative instead of a flat no:
Hi [Name], [dates] are already booked, sorry. I have [alternative dates] free, or [other unit] is available for your dates at ₦[amount] per night. Would either work for you?
Stage 2: Answering the usual questions
Most enquiries ask the same four or five things. Save one reply for each.
Power
We have [24-hour inverter backup / generator from 6 p.m. to 7 a.m. / both]. Public supply in the area is [usually good / irregular], so we keep backup ready. AC works on [generator / inverter / public supply only].
Location and parking
We are in [estate/street], close to [landmark]. There is [secure parking for one car inside the compound / street parking]. I’ll share the exact pin after booking.
Visitors and parties
Day visitors are welcome until [time], up to [number] at a time. Parties and overnight guests who are not on the booking aren’t allowed, as the estate is strict about noise and security.
Keep these short. If a guest wants more detail, they will ask.
Stage 3: Moving to payment
Many WhatsApp bookings stall between “okay, I’m interested” and money actually arriving. Make the next step obvious, with a deadline.
To hold [dates], please complete payment here: [booking or payment link]. I can keep the dates for you until [time] today. Once payment is confirmed, I’ll send your booking confirmation and check-in details.
If you collect a caution fee, say so now, not at check-in:
Please note there is a refundable caution fee of ₦[amount]. It is returned after checkout once the apartment has been checked.
A payment link with a clear reference is easier for both of you than transfers to a personal account and screenshots that may or may not be real.
Stage 4: Booking confirmation
Once payment clears, send one message that becomes the record of the stay. If anything changes later, update and resend this message rather than scattering details across twenty chats.
Hi [Name], your stay is confirmed.
Apartment: [name and unit] Dates: [check-in date] to [check-out date] ([number] nights) Guests: [number] Amount paid: ₦[amount] Caution fee: ₦[amount], refundable after checkout Check-in: from [time] Checkout: by [time]
I’ll send directions and access details the day before you arrive. Thank you for booking with us.
Stage 5: The day before arrival
This is the message that prevents most arrival-day calls. Send it in the afternoon so the guest has time to plan their route around traffic.
Hi [Name], looking forward to having you tomorrow. Here are your arrival details:
Address: [full address], near [landmark] Location pin: [link] Estate gate: tell security you are visiting [unit/name]. [Any gate code or ID requirement.] Access: [key collection, lockbox code sent on the day, or who will meet you] Wi-Fi: [network name] / [password] Contact on arrival: [name and number]
Please let me know your expected arrival time so I can make sure everything is ready.
Send the lockbox code on the day itself, not the night before, if you prefer to keep it close.
Stage 6: Check-in day
A short welcome once they arrive sets the tone and opens the door for problems to come to you early, not in the review.
Welcome, [Name]. I hope the trip in was okay. A quick reminder: house rules are on the card in the living room, and the generator switch is [location]. If anything isn’t working, message me here and I’ll sort it out quickly. Enjoy your stay.
Stage 7: Mid-stay check-in
For stays of three nights or more, a light check-in on day two catches small issues before they become complaints.
Hi [Name], just checking that everything is going well. Do you need anything, such as extra towels, more drinking water, or a cleaning top-up?
Don’t over-message. One check-in is helpful; three feels like surveillance.
Stage 8: Checkout reminder
Send this the evening before departure.
Hi [Name], a reminder that checkout is tomorrow by [time]. Before you leave, please:
- switch off the AC and lights;
- leave the keys [on the dining table / in the lockbox];
- message me once you’re out.
If you’d like a late checkout, let me know tonight and I’ll check whether the next booking allows it.
That last line matters. If another guest arrives the same day, you need the request early, not at 11:50 a.m.
Stage 9: After checkout
Close the loop on the caution fee and ask for a review while the stay is still fresh.
Thank you for staying with us, [Name]. The apartment has been checked, and your caution fee of ₦[amount] has been [released / will be refunded by (date)]. If you enjoyed your stay, a short review would mean a lot to us. You’re welcome back any time.
If you need to make a deduction, be specific and send photos:
Hi [Name], thank you for staying with us. During the checkout inspection we found [specific damage]. Photos are attached. The [repair/replacement] cost is ₦[amount], so we’ll deduct that from your caution fee and refund the balance of ₦[amount]. Happy to talk it through if you have questions.
Tips for keeping templates useful
A few habits keep your templates accurate as things change:
- Review them every month, especially Wi-Fi passwords, rates, and gate instructions.
- Use WhatsApp Business quick replies (type “/” to pull them up) so you’re not copying from notes.
- Keep one version per property if your units differ in power setup, parking, or access.
- Make sure whoever covers for you, such as a co-host or caretaker, uses the same set.
Where templates stop and a system starts
Templates fix the words. They don’t fix the record behind them. If dates, payments, and caution fees only live in chat threads, you still have to scroll to check whether a guest paid, which unit they booked, or whether a caution fee is still pending.
Clavibase handles the parts of this flow that shouldn’t depend on your memory. Your direct booking storefront lets guests check dates and pay without waiting for you to reply, and confirmed stays land on one calendar across your properties. If you take a caution fee through Clavibase, you can release it or make a claim after checkout, and if you do neither, the guest gets an automatic full refund about 48 hours later through Paystack. Your templates then point guests to a link instead of carrying the whole booking.
The short version
Write each message once, properly, and reuse it: first reply, common questions, payment, confirmation, arrival details, welcome, mid-stay check, checkout, and caution fee. Guests get faster, clearer answers. You get your evenings back and fewer “please, what’s the address again?” messages.