We know that managing a property can be challenging, and clear and efficient communication can make all the difference in guest satisfaction and business success.
The Importance of Communication
Good communication with guests not only improves their experience but also makes day-to-day management of the property more accessible. Here are some reasons why communication is vital:
Quick troubleshooting
Being available and responding promptly can prevent negative reviews.
Setting expectations
Clear information helps guests know what to expect, avoiding misunderstandings.
Generate a good impression
Friendly, attentive communication can turn occasional guests into regulars.
Zendesk: Host Wise Ticketing System
At Host Wise, we use Zendesk to manage all guest requests organizationally and efficiently. This system guarantees that no message goes unanswered and that all questions are resolved in a timely manner.
Aircall: Call Monitoring
In addition to messages, we monitor guest calls through Aircall. This system allows us to record and review calls, ensuring that all telephone interactions are high quality and answered quickly.
Response SLAs (Service Level Agreement)
We maintain strict SLAs (Service Level Agreements) to ensure fast and effective communication:
Queries
We will respond within 1 hour.
Aircalls
We respond within 3 minutes for same-day check-ins.
Customizing responses
Each guest is unique, and therefore, so are our responses. We personalize every message to ensure every guest feels valued and welcome. We use adaptive templates that can be adjusted to reflect our customers' personalities and the specifics of the booking.
Messages at Key Moments
To be a good host, you must respond to your guests' messages, especially on Airbnb, which favors quick responses and generally rewards those who respond in less than an hour.
Inquiries or Reservation Requests
Respond as quickly as possible (ideally within an hour). Potential guests are likely to inquire about your home or request reservation approval. Spend time reviewing profiles and reading reviews before accepting, and negotiate or clarify questions before guests feel confident proposing a booking.
Reservation Confirmation
Send a message of thanks and availability to answer questions. This helps create a good impression and sets the tone for open communication during your stay.
Arrival
Remind guests of check-in instructions and important notes a day or two in advance. For example, provide information on how to get there, nearby public transport, the distance from the airport, and even tips on the cheapest gas station nearby.
During the Stay
Make sure guests have everything they need for a comfortable stay and have recommended shops, activities, and restaurants. Continuous communication throughout their stay can significantly increase guest satisfaction.
Departure
Thank guests and ask for a review right after check-out. Also, leave your review as soon as possible. This final step is crucial for maintaining good trust and getting helpful feedback.
Practical Tips from Our Team
Be proactive and engage with your guests from the first contact.
Honesty is the key to creating realistic expectations.
Always ask guests how you can improve their stay.
Empathy can transform a problematic situation into an opportunity for loyalty.
