How to write Airbnb message templates that still sound human

Start from the questions you actually get
Read the last thirty messages and count the repeats; those are your templates, not a generic list.
Put every fact in one place
Door code, wifi, parking, checkout time -- if a fact lives in two templates it will eventually disagree with itself.
Leave the greeting variable
Templates read as templates when the first line is identical every time.
Keep one escalation path
Every template should end with a way to reach a person, because some questions are not template questions.
Re-read them after a listing change
A template that mentions the old parking arrangement is worse than no template.

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