Series Five: How to Build a Guest-Friendly Communication System for Your Short-Term Rentals
One of the keys to creating a great guest experience is effective communication. From the first inquiry to post-checkout follow-ups, clear and timely communication sets the tone for the entire stay and ensures guests feel supported and informed throughout their journey.
1. Pre-Booking Communication
The first impression is critical. Ensure that your property listing is clear, detailed, and up-to-date. When a guest reaches out with questions, respond quickly and professionally. The goal is to build trust and provide helpful information without overwhelming them.
Pro Tip: Use automated responses for FAQs (like check-in/check-out times, amenities, or parking information), but always personalize messages to avoid sounding robotic.
2. Pre-Arrival Communication
A few days before check-in, send a detailed welcome message. This should include check-in instructions, property rules, Wi-Fi credentials, and a list of recommended local restaurants or attractions. You want guests to feel like they’re entering a well-organized space where they’ll have everything they need.
Pro Tip: Create a digital welcome guide (using platforms like Guestline or Touch Stay) to give guests all the info they need in one place.
3. During the Stay
Stay available without being overbearing. Check in with guests mid-stay (via message or call) to see if they need anything. This shows you care about their experience and ensures they know how to reach you should any issues arise.
Pro Tip: Use messaging apps like Airbnb’s messaging system or WhatsApp for easy, instant communication.
4. Post-Checkout Communication
Once your guests have checked out, send a thank-you message and ask for feedback. This helps you maintain good relationships with guests and opens the door for constructive feedback.
Pro Tip: Sending a personalized thank-you message increases the chance of repeat bookings, especially if you address specific moments from their stay.
At AirStay Design and Consulting, we specialize in creating guest-friendly communication systems to streamline your operations, making sure guests feel welcomed and well-informed before, during, and after their stay.
