Great communication with your guests is the key to delivering first-class customer service. However, messaging with potential and current guests can often be both challenging and time-consuming. After several years in the short-term rental industry, I can confidently say that this is where we “spend — invest” 75% of our total guest interaction.
An average traveler browses around 8 listings and sends an inquiry message to about 5 of them before making a booking.
Fun fact: Most guests tend to prefer listings with Instant Book enabled. [Learn more here.]
Over 60% of hosts and property managers respond to guest inquiries within 60 minutes. While that may sound fast, to a guest it can feel like an eternity. That’s why many hosts choose to use automated messaging solutions available on various online platforms.
At Planbnb, we use Guesty, but a quick Google search will reveal dozens of similar tools. In fact, Booking.comnow includes built-in automated messaging functionality.
The best way to stay prepared and respond quickly is to create a set of pre-written messages for common scenarios. That way, you can simply copy and paste with ease!
Here’s how I personally work as the manager of several dozen properties:
In the Channel Manager we use, we’ve set up the following automated messages, each scheduled according to specific timeframes.
Booking Inquiry:
Many guests choose to send a message before making a reservation. These questions can vary greatly, so unfortunately, we can’t always be prepared in advance!
Confirmation:
The first automated message I send is related to confirming the reservation. This always includes a warm thank-you note and a message expressing how happy I am to host them. I also ALWAYS add some personalized details. I greet them by name and mention their specific arrival date. I don’t want the message to feel like a generic template. Finally, depending on the length of their stay, I ask if they would like mid-stay cleaning, extra sheets, etc.
Before Check-in:
The next message I send goes out three days before the scheduled arrival. In this message, I ask about their estimated arrival time and whether they’ll have transportation to reach the property. I also make sure to provide them with all the necessary information to help them arrive quickly and safely.
I also send them a link to the Airbnb guidebook I’ve created for my city. There, I include recommendations for places to visit, eat, or enjoy local entertainment.
Check-in Day:
The message I send on the day of check-in is very brief. I simply wish them a smooth and pleasant journey. I also mention how happy I am to finally meet them in person and remind them of the time and place of our scheduled meeting.
After Check-in:
The day after the guests arrive, I send a message asking how everything went with their arrival and if they need anything from me.
Before Checkout:
One day before their departure, I ask how their overall stay has been and remind them of the checkout time.
Checkout Day:
We usually meet outside the property so I can say goodbye in person. In some cases, I meet them at a nearby café for a final chat. During this conversation, I always ask for feedback and make it clear that their comments and insights are extremely important to me.
After Checkout:
The morning after their departure, I send a final thank-you message. I express my gratitude for leaving the place so tidy and let them know I’ll be looking forward to hosting them again next year. Of course, I make sure they have my personal phone number for any future bookings — for obvious reasons.
Review Reminder:
Some channel managers offer an automated review reminder feature. If not, we should always remember to manually send one message kindly requesting a review. It’s best to wait about 7 days, and if the guest hasn’t left a review, follow up with a short reminder message.
Here is my own message, for example:
— — — — — — — —
Dear – first_name –
I hope you enjoyed your stay at our home and that you had memorable experience.
We love sharing our home with great guests such as yourself and one of the best «trust» builders is reviews from past guests. We would really appreciate you taking 90 seconds to give us a 5 star review so others can enjoy our home
Thanks in advanced and we really appreciate your help.
I look forward to having you back for your next vocation!
Best personal regards
John
— — — — — — — —
The above sequence of messages may seem a bit “excessive” and perhaps even tiring, but it’s highly effective. Guests will truly feel that you care about them and that you’ve taken the time to ensure their stay is as smooth as possible.
Follow these steps, and I promise your reviews will skyrocket!
