Free template · updated November 3, 2026

Wifi not working message template for Airbnb hosts

Wifi trouble is one of the most common guest messages, and a router restart fixes it more often than not. Send clear steps, ideally with a photo of the router, so guests can sort it in a few minutes without waiting for you.

If restarting doesn't work, tell guests what you're doing and when you expect it fixed. Offer a practical stopgap, like a nearby café with wifi or a mobile hotspot, especially if they need to work.

The template

Replace anything in [brackets] with your own details.

Quick fix steps

Hi [Guest first name],

Sorry about the wifi! Here's what usually fixes it:

Find the router [Router location, e.g. on the shelf under the TV]. It's the [Router description, e.g. white box with green lights].
Unplug it from the wall, wait 30 seconds, then plug it back in.
Give it 3 to 5 minutes for the lights to settle.
Reconnect to [Network name] with the password [Wifi password].

If it's still not working after that, let me know and I'll look into it right away.

[Host first name]

Still not working

Hi [Guest first name],

Thanks for trying the restart. I've contacted [Internet provider], and [Update, e.g. there's an outage in the area that they expect to fix by 3 p.m.].

In the meantime:

[Café or library name] on [Street] has free wifi and is [Distance] away.
[Backup option, e.g. a mobile hotspot is in the kitchen drawer]

I'll message you here as soon as it's back. I'm sorry for the hassle, especially if you're working.

[Host first name]

Tips

Put a photo of the router and its normal lights in your house guide.
Label the router plug so guests unplug the right thing.
Keep the wifi name and password on a card by the router and in your guide.
If guests often work remotely, a backup hotspot saves a lot of stress.
Check your provider's outage page before walking guests through steps.

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 wifi goes down during a stay?

Have the guest restart the router first, then check your provider's outage status. Give them an update with a time estimate and a nearby place with wifi.

Should I refund guests if the wifi doesn't work?

It depends on how long it was out and how much they relied on it. If you offer a partial refund, send it through the platform.

How do I make wifi problems less common?

Restart the router at each turnover, keep it updated and put it in an open, central spot. A mesh system helps in larger or older houses.

More free templates

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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/wifi-not-working/