Wi-Fi details message
Send this with check-in, or as soon as they say they are inside and cannot find the network.
{Guest name}, Wi-Fi for {Property name} is the network {Wi-Fi network}. The password is {Wi-Fi password}.
Join that name, not a similarly spelled network. Passwords are case sensitive.
If a phone will not stay connected, try this before you restart anything else: {Retry step}. The printed card in the home uses the same name and password.
When to send
Send the Wi-Fi note when the stay includes Wi-Fi and the guest is about to need it, which is check-in, not the day they booked. {wifi_network} and {wifi_password} have to match the card in the home and the router. If you changed the password last month and the card still shows the old one, fix the card before you send the message. Two versions in the same stay produce a thread full of screenshots.
{guest_name} can get this in the same hour as the door code, as its own short message, so the code and the password are not a single block they have to scroll through at the curb. If they write “we’re in, what’s the wifi” you send this immediately, even if you had planned to wait. {retry_step} is the one thing that actually helps your router: forget the network and rejoin, toggle airplane mode, or use the 2.4 GHz name if you publish a second network for older devices. Write the step you have seen work, not a generic troubleshooting tree.
If the home has no Wi-Fi, do not send this template with “none” in the password. Tell them there is no Wi-Fi in a single sentence that matches the listing, so you are not inventing an amenity.
Timing tip
The useful moment is when they are inside and their phone is prompting them. A password sent a week early gets mistyped into a note they cannot find. A password sent only after they ask is also fine if the card in the kitchen is correct and easy to see. Use the message as the backup for a card that is behind a picture frame nobody opens.
If the router reboots nightly, say that inside {retry_step} with the approximate minute, so a drop at 3am does not become a maintenance emergency. If a captive portal or a terms page must be accepted, {retry_step} should say “open a browser and accept the page” because phones hide that step.
Do not include a link to a speed test or a support site. Keep the name, the password, and one retry.
Common mistakes
A password that does not match the card is the first one. Read {wifi_password} off the card or the router sticker while you type, including capitals and any symbol. Then join from your own phone and forget the network when you are done, so you are not holding a slot on a five-device limit.
The second is the guest network versus the one your locks and cameras use. If you have a separate guest network, {wifi_network} is that name. Do not hand out the network that runs the smart lock. A guest who shares that password has a path toward equipment you did not mean to expose. If you only have one network, say so by using its real name, and accept that this is the network.
The third is blaming their phone in the first reply. {retry_step} is a single try. If that fails for more than one person in the group, the router is the suspect. Restart it if you can do that remotely, or tell them which plug it is and that they may unplug it for thirty seconds. Put the plug location in {retry_step} only if you are comfortable with them touching it. Do not ask them to reconfigure a router.
Keep the card and the message together
The Wi-Fi card generator prints a card in the browser from the name and password you type. It does not upload those values. If you print a card, the message should repeat it, not invent a second password. When you rotate a password, reprint the card and update this template’s blanks on the same day. {property_name} on the card and in the message should match, so a guest in a building with several networks knows which note they opened.