Free template · updated November 3, 2026

Heat not working message template for Airbnb hosts

A cold house is urgent for guests, especially in winter or with kids. Start with the simple checks that solve many cases, like the thermostat mode and batteries, then say how soon help is coming.

Keep safety first in every version. Guests should never use the oven or a barbecue for heat, and if they smell gas or a carbon monoxide alarm sounds, they should get out and call for help right away.

The template

Replace anything in [brackets] with your own details.

Quick checks

Hi [Guest first name],

I'm sorry it's chilly! Please try these first:

On the thermostat [Thermostat location], check it's set to Heat and above the room temperature.
If the screen is blank, [Battery or reset step, e.g. new batteries are in the drawer below].
For the heat pump, use the remote [Remote location] and press [Button] until you see the sun symbol.
[Switch to check, e.g. the furnace switch by the basement stairs is on].

If it's still cold after 20 minutes, let me know and I'll arrange help.

Please don't use the oven or a barbecue to heat the house. If you smell gas or a carbon monoxide alarm goes off, leave the house and call [Local emergency number] from outside.

[Host first name]

Repair on the way

Hi [Guest first name],

Thanks for trying those steps. I've booked [Technician or company] to come at [Time], and they'll need [What they'll need, e.g. access to the basement for about an hour].

In the meantime:

Extra blankets are [Blanket location].
There's a portable heater [Heater location]. Please keep it at least a metre from beds, curtains and anything that can burn, and switch it off when you're out or asleep.
[Other way to warm up, e.g. the fireplace; steps are in the house guide]

I'm really sorry for the trouble. I'll message you as soon as it's fixed, and if it can't be sorted today, we'll talk about options.

[Host first name]

Tips

Write the thermostat steps for your exact model, with a photo of the screen.
Keep spare thermostat batteries and extra blankets where guests can find them.
Make sure every rental has working smoke and carbon monoxide alarms, tested regularly.
If you leave a portable heater, choose one with tip-over and overheat shut-off, and put the safety rules beside it.
Have the heating serviced before winter so a breakdown mid-stay is less likely.

Put it on one guest page instead of a binder

Keegix turns your welcome book into one link and a QR sign by the door. Upload the binder you already have and AI drafts the page in about a minute, or paste this template in. Free forever for one property.

Upload my binder, free See a sample guest page

Questions

What should I do if the heat stops working at my Airbnb?

Send guests simple checks first, then book a technician and tell them when. Point them to blankets and a safe portable heater meanwhile, and keep them updated.

Is it safe for guests to use a space heater?

A modern heater with tip-over and overheat shut-off is the safest choice. Ask guests to keep it at least a metre from anything that can burn and to switch it off when asleep or out.

Should I refund guests if the heat was out?

If the problem affected their stay, a partial refund or other fair gesture is good practice. Send any refund through the platform.

More free templates

All guest message templates · Every free template

Free to use

Copy it, change it, print it, use it with any platform. Sharing it with a host group, on a blog or in a forum? A link back to this page helps other hosts find the latest version:

https://keegix.com/guest-messages/heat-not-working/