As part of our Airbnb management service, we communicate with guests rapidly on your behalf to secure bookings and ensure five-star stays every time. We answer guest questions, deal with their problem or complaints and handle feedback from neighbours.
Every great and experienced holiday let manager knows that hosting always begins with a warm welcome – and we know more than most how important the first dialogue with guests is, as it often sets the tone for all future conversations as well as their potential stay.
We use the Airbnb host inbox as one of our most powerful conversion tools, allowing us to connect and respond to guests instantly, whether before, during or after their trip. We’re the masters of personalised automation and know exactly how to prepare guests before arrival.
Airbnb states six instances where you should be communicating with guests.
For some hosts, choosing their personal bandwidth and deciding how much to communicate with their guests can be a struggle.
From experience, we know that guests expect instant, or fast answers to their questions, which means if you don’t want to lose the booking, you need to be relatively quick to respond.
Depending on your property type, your guests will also have certain expectations. For example, guests spending a large amount of money in a private villa are much more likely to have higher expectations, which might require additional communication throughout their stay. So, hosts should always be prepared.
As beneficial as guest communication is, it’s one of the most time-consuming duties of any Airbnb host or property manager.
In fact, this study suggests that Airbnb hosts spend 75% of their time talking to current and potential guests. And this might be scary for savvy landlords, who know that spending so much time in one area is a risk to the overall success of their let business.
Remember: You only have 24 hours to respond back!
Automated messages can be a good tool for responding to guests quickly, but they can also be a nuisance as they don’t always consider original guest queries or questions. If not done correctly, it’s very obvious if you’re using a template or a bot, which can be quite frustrating for the user.
Hosting requires your main focus to be on your guests at all times – it’s all about them, their experience and their holiday.
Regardless of your property type, a host must have a hospitality mindset and have what it takes. An Airbnb host and a landlord are two different roles.
When you decide to host on Airbnb, you’re signing up to offer a much different experience to long-term letting. Instead, you have joined the service industry.
As Airbnb is a platform that ranks listings by their positive reviews, it’s critical for the overall success of your business.
We make hosting simple. From the first point of contact to being on-site to provide support, we’ll be there 24/7 to ensure your home remains safe and that your guests are well taken care of.
Our services in this area are as follows:
More often than not, this equates to very happy guests. See how much you could earn.
Different methods have some plus and minuses. For example, some guests appreciate personal meet and greets to welcome and introduce them to the property, while others want to be left alone to relax after a long journey.
Self-check-in methods have become more commonly used. The significant advantage is the flexibility it offers guests when to check in and allows guests to manage their timing – it also resolves issues around travel delays.
Guests will either check out with us or self-check out. In both cases, we provide the information when they need to check out, a reminder to leave the property in a good state and any specific instructions specific to that property (e.g. heating systems, where to leave the keys, etc.).
We respect guests’ privacy but always ensure they know we are available and on hand if they need any help or information about their stay.
Our customer service is online every day from morning until night to support the guests in any way.
HelloGuest employs several techniques to ensure guests are well-informed about their upcoming stay.
The day guests book, we send them a welcome message and request information regarding their travel timing.
Once this has been confirmed and closer to the arrival date, we provide guests with all the information they need about the check-in process.
They would have also received this information via email alongside any terms and conditions they may need to sign (for example, you may have a hot tub policy that needs to be acknowledged).
Our guest communication will include details like the property address, directions, access instructions, house rules, operating rules, and helpful tips like local places to visit, where to eat, host contact info and WiFi passwords.
– We’re staycation and property let experts with real-hand experience.
– You get the support you need with Airbnb professional co-hosts.
– We take care of your home and guests.
– We provide exceptional hosting and guest experiences (five-star rated)
– Allows you to share your space when you are busy or away.
Turn your second home or empty property into an easy and lucrative opportunity. Onboard.
Professionalism and consistently delivering a quality service are his key focus and to ensure the team and operations deliver on this.
Being a natural extrovert and a go-getter, Veronica is a great communicator and is the face of Hello Guest.