Guest communication templates that still sound human
A useful template remembers that a guest asked a real question, not that a workflow was triggered.
Use a frame, not a script
A good template holds the facts that should never be forgotten. The person replying still reads the conversation and changes the wording to fit the guest.
Arrival message
Start with the check-in time, exact entry steps, parking details, and the fastest way to get help. Put the information in the order the guest will use it.
When something goes wrong
Acknowledge the specific problem, say what is happening next, give a real update time, and follow through. Polite language cannot replace a plan.