Mastering Communication with Guests
Clear, prompt, and thoughtful communication can make the difference between a one-time guest and a loyal repeat customer. It can also help you secure positive reviews, increase your occupancy rate, and avoid potential misunderstandings.
In this blog post, we’ll share strategies for improving communication with your guests, from the first inquiry to check-out. Whether you’re looking to streamline your communication process or add a personal touch to your guest interactions, these tips will help you maintain a positive relationship throughout their stay.
1. Respond Promptly to Inquiries and Booking Requests
First impressions matter. One of the most important aspects of guest communication is the initial response to inquiries and booking requests. Quick replies set the tone for the rest of the interaction and increase the likelihood that potential guests will choose your property.
Set Response Time Goals: Aim to respond within an hour, especially during peak booking times. Many platforms, like Airbnb, track your response time, and quick responses can improve your rankings.
Automate Where Possible: Use automated templates for common questions. Whether it’s providing more details about the property or answering specific booking inquiries, pre-written templates save you time and ensure consistency in your replies. But remember to customize these responses for a personal touch.
Be Courteous and Professional: Always maintain a friendly, polite, and professional tone in your messages. Guests appreciate hosts who are approachable and responsive.
2. Set Clear Expectations with Detailed Listings
While communication with guests is important, setting expectations upfront is equally crucial. A listing that outlines all the details about your property, house rules, check-in instructions, and other essential information will reduce confusion and prevent unnecessary back-and-forth with guests.
House Rules: Clearly outline your house rules, including check-in/check-out times, quiet hours, pet policies, smoking policies, and any other restrictions. Be concise, but make sure everything is covered.
Accurate Property Details: Ensure your listing accurately reflects the amenities, size, location, and other key aspects of the property. Misleading descriptions can lead to unhappy guests and negative reviews.
FAQ Section: Consider adding a Frequently Asked Questions section to your listing to answer common queries. This helps guests find information easily and reduces the number of questions you need to answer manually.
3. Keep Communication Transparent and Accessible
Clear communication is essential before, during, and after a guest's stay. However, being transparent and accessible throughout the guest’s entire experience will foster trust and satisfaction.
Pre-Arrival Communication: Once a guest books, send a welcome message and provide all the necessary check-in information. Include clear instructions about key access, parking details, and directions to your property.
Availability During the Stay: While it’s important to respect your guests’ privacy, make sure they know how to reach you if they need assistance. Whether it’s a question about the Wi-Fi password or an urgent maintenance issue, being responsive during their stay is key to a positive experience.
4. Address Problems and Complaints Quickly
No matter how great your property is, issues may arise during a guest’s stay. The way you handle problems and complaints can turn a negative experience into a positive one and even lead to glowing reviews.
Stay Calm and Professional: If a guest raises an issue, stay calm and professional. Acknowledge the problem and express empathy. Let them know you’re working on a solution.
Respond Promptly: The faster you can resolve the issue, the better. Whether it's something small like a broken appliance or a larger concern, timely action shows that you care about your guests' comfort.
Go the Extra Mile: If an issue requires more time or effort to fix, offer something to make it right—like a discount, extra amenities, or a voucher for a local experience. This can help turn a potentially negative review into a positive one.
5. Send Thoughtful Messages for Special Occasions
One way to stand out from other hosts is by adding a personal touch to your communication. Acknowledging special occasions (like birthdays, anniversaries, or holidays) shows your guests that you care and can create memorable experiences.
Welcome Messages: When guests arrive, send a warm, personalized welcome message. Consider adding small local recommendations (like a great coffee shop or must-see attractions) to enhance their experience.
Special Occasion Recognition: If you know a guest is celebrating something special during their stay, send a thoughtful message or small gift. A simple note, a bottle of wine, or a local treat can go a long way in making their stay even more memorable.
6. Ask for Feedback and Reviews
As an experienced owner, you likely understand the value of guest reviews. They’re one of the most powerful tools for attracting future bookings. But instead of waiting for guests to leave their own reviews, ask for feedback directly.
Request Reviews: After check-out, send a thank-you message and kindly ask guests to leave a review if they enjoyed their stay. You can even prompt them by asking for specific feedback about what they loved or what they think could be improved.
Address Negative Feedback: If you receive a negative review, respond politely and professionally. Thank the guest for their feedback and explain any changes or improvements you plan to make based on their comments. This shows future guests that you’re committed to improving.
Conclusion
Communication is one of the most powerful tools in your arsenal as a short-term rental owner. By being clear, timely, and thoughtful in your interactions with guests, you can create positive experiences that lead to better reviews, repeat bookings, and ultimately, higher revenue.
At LocalSTR, we’re here to help you make it easier and more effective. If you’re looking for assistance with streamlining your communication processes or any other aspect of short-term rental management, don’t hesitate to reach out.
