Communication plays a pivotal role in the success of your short-term rental business. Effective communication not only helps you create positive guest experiences but also ensures a smooth and enjoyable stay for your visitors. This blog explores the essential dos and don'ts of guest communication in short-term rentals, helping you build strong relationships, garner positive reviews, and elevate your rental business to new heights.
Dos of Guest Communication
1. Fast to Respond Respond to inquiries, booking requests, and messages in a timely manner. A quick response demonstrates your commitment to guest satisfaction and sets a positive tone for their stay. My goal is to get to all messages as fast as I possibly can. This goes a long way for guests.
2. Clear and Comprehensive Information Provide guests with all necessary information about the property, check-in/check-out procedures, amenities, local attractions, places to visit and eat, etc. Clear communication minimizes confusion and enhances the guest experience.
3. Warm Welcome Message Send a personalized welcome message before your guests arrive. Express enthusiasm about their upcoming stay and include any special instructions or helpful tips. I go as far as telling all guests what to expect, the address, and what I do include and not include in my STRs
4. Emergency Contact Details Share emergency contact information and details on how to reach you during their stay. This fosters a sense of security and trust. And trust me, it's not fun when something breaks, but it's not if something will happen, it's when will it happen. So just be sure to have this information available for all guests and it will help you later to handle any issues.
5. Clear Check-In/Out Instructions Clearly communicate check-in/out instructions, including directions to the property, access codes, and any other relevant details. Ensure that guests can easily find and access the rental. Lastly, ensure guests know what to prepare for their departure. All check-in instructions are sent 2 days prior to checking in and the check-out instructions are sent the day prior to checking out. This way, there's zero questions for me later.
Don'ts of Guest Communication
1. Overwhelming Communication Avoid bombarding guests with excessive messages or information. While it's important to be thorough, overly frequent communication can be overwhelming. I send 6 auto messages. This is plenty. Do not go over that unless the guests communicates with you on further questions.
2. Lack of Clarity Never leave guests guessing. Unclear instructions, vague details, or incomplete information can lead to frustration and dissatisfaction. I can tell you personally, I have stayed at a lot of Airbnb's and nothing is worse than not having clear instructions for checking in and checking out.
3. Ignoring Concerns Never disregard guest concerns or complaints. Address any issues promptly and professionally to show your commitment to their comfort. Not all homes are perfect and not all guests are perfect. However, always address their concerns the best you can.
4. Intrusiveness Respect your guests' privacy. While occasional check-ins are appreciated, avoid being intrusive during their stay unless it's necessary. Let them be free in your home. And never, I mean never, have a camera inside the home. This is the biggest no-no alive.
5. Unprofessional Language Maintain a professional tone in your communication. Avoid using slang, inappropriate language, or excessive use of emojis, especially in official correspondence. Even though this is one of your homes, this is a business transaction. Please treat this as a business and your guests will respect you for it. (most of the time...)
Effective guest communication not only ensures a pleasant stay but also contributes to positive reviews and guest loyalty. By following the dos and avoiding the don'ts, you can build a reputation as a reliable and hospitable host, attracting repeat guests and word-of-mouth referrals to become the SUPER HOST that you are.
Mastering the art of guest communication is a key ingredient in achieving success in the short-term rental industry. By adhering to the dos and steering clear of the don'ts, you can create a seamless, enjoyable experience for your guests, resulting in glowing reviews, increased bookings, and a flourishing rental business. Remember, the way you communicate sets the tone for your guests' entire stay – make it exceptional!
Authored by Austin Frangoules, owner of STR School - 2023
Comments