Great communication is the backbone of a successful short-term rental experience. As a host, your interaction can make all the difference in creating a smooth and enjoyable stay. By communicating at the right times and with the right balance and support and respect for their privacy, you can create a guest experience that earns a glowing review and repeat bookings. Here’s a guide to communicating effectively with your guests to ensure they feel supported and cared for.
- Before Booking – Respond promptly to inquiries. Guests often compare multiple listings, so a quick and friendly response can help secure the booking.
- Answer questions thoroughly – Address their specific needs, whether its about amenities, location, or policies.
- Set expectations- Be transparent about your house rules, check-in/out times, and other important details.
- After Booking – Once a guest has confirmed their stay, its time to provide them with everything they need to feel prepared.
- Send a welcome message – Thank them for booking and share your excitement about hosting them. This would be a perfect time to share your online guest book. Your guest will be able to scroll through and start to plan their day trips to the local hot spots, wineries, or amusement parks.
- Send a friendly message a few days prior to their arrival as a reminder and give them information on when you will be providing details like check-in instructions, parking arrangements and door codes.
- Day of Check in – Check in day can set the tone for the entire stay.
- Morning of check in – Send detailed instructions of when the guest(s) can check in, the gate code, door codes and any specific instructions on how to get to your property. Add in some specific house rules, like quiet times, no animals, smoking etc.
- Arrival Time – Send out a message on specific instructions, such as turning on the water, hot water etc. Let your guest know that you are available for any questions.
- During their stay – While it’s important to give guests their space, staying available and approachable is key..
- Check in the first morning – Send a quick email and check in with your guests, asking them if they are enjoying their stay, let them know that you are available and wish them a nice day.
- Day before check out – Send your guest a reminder of when check out is and let them know how they need to prepare your home for departure, i.e., start the dishwasher and take all trash out. Be sure to let them know where the trash bins are located. Add a friendly message about rating their stay, and ask them to let you know if they had any issues during their stay.
- Day of departure – Send a quick note 30 minutes prior to their scheduled departure time and thank your guest for their stay, and ask them to send you a message when they depart so that you can let the cleaning team know your home is ready for them to begin. Wish them safe travels.
- One day after departure – Send a friendly reminder note thanking them again and inviting them to leave a review. Rate your guest at this time. This allowed enough time for your cleaners to clean and let you know if there were any issues noted.
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