How do I communicate with guests before and during their stay?
As an Airbnb host, effective communication with your guests is crucial for providing an exceptional experience and maintaining a successful rental business. At 53 Degrees Property, we understand the importance of clear, timely, and helpful communication throughout the guest journey.
Pre-Arrival Communication
Before your guests arrive, it’s essential to set the stage for a positive experience. Here are some key points to consider:
- Use Airbnb’s Messaging Platform: Encourage guests to contact you through Airbnb’s messaging system. This keeps all communication in one place and protects both parties.
- Provide Clear Check-In Instructions: Send detailed information about how to access the property, including key collection or lockbox codes.
- Share Local Information: Offer directions, parking details, and recommendations for local attractions and restaurants.
- Remind Guests of House Rules: Gently reiterate any important rules or policies to ensure everyone is on the same page.
- Offer a Warm Welcome: A friendly message can go a long way in making guests feel welcome before they even arrive.
During the Stay
Once your guests have checked in, it’s important to remain accessible and responsive:
- Be Available: Ensure guests can reach you easily throughout their stay. Enable mobile and email notifications so you don’t miss any messages.
- Respond Promptly: Aim to address all enquiries and concerns as quickly as possible, ideally within a few hours.
- Provide Emergency Contact Information: Make sure guests have a way to reach you that doesn’t rely on internet access, such as a phone number.
- Offer Assistance: Be proactive in asking if guests need any help or have any questions during their stay.
- Respect Privacy: While it’s important to be available, also respect your guests’ privacy and avoid unnecessary communication.
Leveraging Technology and Services
To enhance your communication strategy:
- Enable Notifications: Set up push notifications through the Airbnb app or opt for email, text, or phone call alerts for new messages.
- Consider Airbnb Management Services: Companies like 53 Degrees Property can handle this aspect for you, ensuring professional and timely responses.
Related FAQs
1. What is the best way of contacting guests before their stay?
The best way to get in contact with guests before their stay is through Airbnb’s messaging platform. This allows you to quickly and easily send texts to guests and answer any questions they may have. You can also use it to send instructions for arrival and provide information about the local area.
You can read and send texts via Airbnb.com or through the mobile app. You should also make note of your guests’ phone number just in case. If customer service isn’t your forte, you can have an Airbnb management service communicate with guests for you instead.
2. How can I ensure that I am responsive to guest messages during their stay?
To ensure that you are responsive to guest texts during their stay, set up notifications in your account settings. You can enable push notifications through the Airbnb app, or receive an email, text or phone call when you receive a new text. Turn up the volume for notifications on your device to ensure you don’t miss the alert.
Try to read and reply to all guest communication as soon as possible. You can also set up an automatic response to let guests know that you will get back to them soon. Also, ensure your guests have your phone number in case they have problems using Airbnb’s messaging service.
3. Is it important to provide local recommendations to guests before their stay?
Yes, providing local recommendations to guests before their stay can help enhance their experience and make them feel more welcome. This can include recommendations for restaurants, tourist attractions, cultural events and other activities in the area. Guests often love learning about secret spots that only locals know.
Additionally, consider providing directions to the nearest shops, bus stops and railway stations, and telephone numbers for local taxi companies.
4. What kind of information should I include in check-in instructions for guests?
Instructions should include details on how to access the property, such as where to find the keys or how to use a lockbox. Let guests know what time they can check in, and whether you offer a luggage drop-off service if they arrive early.
You should also provide any important information about the property, such as how to use appliances or where to find extra linens. An Airbnb management service can help you develop a smooth, hands-off experience that minimises your workload and makes guests feel welcome.
How do I manage check-ins and check-outs?
5. How quickly should I aim to respond to guest messages on Airbnb’s messaging platform?
Airbnb requests that hosts respond to all guest messages and booking requests in this inbox within 24 hours. However, the sooner you reply, the happier your guests will be – especially if their question or concern is time-sensitive.
Whenever possible, it’s a good idea to aim to respond to all messages within a few hours. This shows that you are attentive and responsive to guests’ needs, which can lead to positive reviews and repeat business.
6. Can I hire an Airbnb management company to handle guest communication for me?
Yes, hiring an Airbnb management company is a great option if you don’t have the time or desire to communicate with guests yourself. These companies specialise in letting and managing short-term rental properties, and can handle all aspects of Airbnb hosting on your behalf.
They will take care of everything from responding to messages and providing check-in instructions to managing cleaning and maintenance tasks. Contact 53 Degrees Property today to learn more.
7. How can I make sure I am available to assist guests during their stay?
Before their arrival date, make sure you let your guests know the best way to reach you if they have a query or problem. This may be through Airbnb, phone call, text or another preferred messaging system such as WhatsApp.
Throughout your guest’s stay, make sure you keep your device’s sound switched on so that you’ll be alerted if they contact you. You can also consider hiring an Airbnb management company to handle guest communication and assistance.
8. Should I provide my guests with my contact information in case of emergencies?
Yes, it’s a good idea to provide guests with your contact information for emergencies. They will be able to see the phone number listed on your Airbnb account, so make sure that it is correct and up-to-date. You can also inform guests of other ways they can reach you, such as your work telephone number or email address.
Always ensure they have a method of contacting you that does not rely on internet access. Additionally, leave a booklet or folder in the property containing instructions on what to do in an emergency.
9. How can effective communication with guests improve their overall experience?
Effective communication with guests can improve their overall experience by making them feel welcome, valued and well looked after. If you respond to their messages promptly, your guests will know that you are a responsive and reliable host. This will help them feel safe, secure and comfortable during their stay.
Moreover, providing clear, helpful information and recommendations will make your guests’ experience easier and more enjoyable.
10. Are there any common mistakes hosts make when communicating with their guests?
Common mistakes that hosts make when communicating with their guests include:
- Not responding to messages in a timely manner
- Failing to provide alternative contact details in case of issues with the Airbnb platform
- Not addressing guests’ concerns, requirements or special requests
- Providing inaccurate information about the property or unclear check-in instructions
- Not providing any local tips or recommendations
- Not being available to assist guests during their stay
Hiring an Airbnb management company can help you avoid these mistakes and provide guests with a better experience.
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