Communicating with guests takes up time, evenings, and weekends. Our guest communication experts are here to help around the clock.
The slower you respond to guests, the lower your property appears in Airbnb searches. And with only 24 hours before your response rate depletes, slow messages cost you revenue.
That’s why our team is available 24/7 to answer guest queries and offer support. We answer 90% of messages within 1 hour, so your guests won’t be waiting around.
We know bots can be frustrating, so we put your guests straight through to an online member of our team.
We have a dedicated phone number for each area we operate in, so guests can call us directly.
Our guest communication experts are trained to support your guests quickly, but also to a high standard.
With an average communication rating of 4.6 on Airbnb, we keep guests happy.
We speak to guests all over the world from a range of countries. That’s why our multilingual team speaks four key languages, to ensure we offer seamless support.
Messaging back and forth with guests is a key part of hosting a short-let rental - and it can take up a lot of time. So here’s a few ways to make communicating with guests a little easier.
One way to reduce the pressure of responding quickly (whilst maintaining a personal touch) is to use automated messages. Staying in touch with your guests throughout their booking gives a good impression, and increases the likelihood they'll leave a positive review.
Airbnb's 'scheduled messages tool' allows you to create message templates so you can provide your guests with useful information at the touch of a button. For example, you could create message templates to send a booking confirmation, detailed check-in instructions, a welcome message on the first day of their stay, a check-up message mid-stay, and a check-out message template to thank your guests for staying.
Ideally, you can implement ways to reduce the number of questions your guests need to ask. An easy way to do this is to add a manual in your property to answer the most frequently asked questions.
For example, you could include a quick reminder about house rules, information about your wifi network (wifi name and wifi password), and instructions for appliances like a washing machine or dishwasher. By providing as much information as possible, this should help to free up your inbox so that you can focus on more urgent guest messages.
Or, you could partner with us so that our team is on hand to accept bookings, vet your guests, and respond to messages 24/7.
Get a quick and free estimate for what your property could be earning you with Houst managing it. Then, book a call with our team to discuss it further.Get A Quick Estimate (FREE)