Tips for guest communication

Modified on Thu, 22 Aug at 4:32 PM

It is essential to communicate effectively with your guests as it helps prevent misunderstandings and ensures a smooth, enjoyable stay for everyone involved. Make sure to maintain a friendly and professional tone in all interactions. Being a responsive host is equally important. When guests can easily reach out and receive quick, helpful responses, they are more likely to feel comfortable and enjoy their stay. Here are our top tips to help you communicate with your guests effectively.

Get to know your guests

As soon as we confirm a booking for your property, we highly recommend getting in touch with your guests as soon as possible to introduce yourself and share important information about check-in instructions, house rules, etc.

We highly recommend trying to learn a bit more about your guests' travel plans without being intrusive. This personal touch helps you anticipate their needs, share helpful tips, and offer additional services. This simple gesture shows your guests that you care about their experience, making them feel valued and welcome from the moment they make a booking.

If they're traveling with children, find out their ages, and you can then suggest age-appropriate activities in the local area. For instance, families with young children might appreciate knowing about nearby playgrounds, family-friendly restaurants, or local attractions tailored to kids. This proactive approach not only helps them plan their stay but also enhances their overall experience.

If they’re celebrating a special occasion like a birthday or anniversary, seize the opportunity to upsell a birthday package or any other special offerings. Consider providing a welcome hamper with essentials, or inquire if they have any special requests. This opens up chances to upsell extras like scattered rose petals, balloons, or a bottle of champagne.

You might want to provide a small touch for free, such as a handwritten welcome note or a local treat, which always goes well. Small touches like these can make a big difference and leave a lasting impression, turning a good stay into a memorable one and giving guests the opportunity to leave a good review.

Use Guest Messaging feature

If you're listing your property with Travelnest on Airbnb and Booking.com, please use our Guest Messaging feature and download our app to communicate with your guests on the go. For other channels such as Expedia, TripAdvisor, Vrbo, and Holidu, once we receive a booking for your property, our team will send you a confirmation email and SMS containing all the relevant booking information.

Reply to your guest messages quickly

Show you care: Quick replies show guests you value their time and want to give them great service.

Increase bookings: Guests are more likely to book with hosts who respond quickly, especially when they need more information about your property.

Get positive reviews: Fast communication can lead to positive reviews, which help attract more guests.

Boost visibility: Booking sites often promote hosts who respond quickly, making your listing more visible.

Resolve issues quickly: Quick replies help solve any issues before they become bigger problems, ensuring guests have a smooth stay.

Make it easy for guests to find your property

Finding your property shouldn’t be a challenge. If your place is hard to locate from the main road, offer detailed instructions, including a pinpointed location on Google Maps. Clear directions can save guests from frustration and start their stay off right.

As you get more bookings, you'll learn what guests frequently ask. Use this insight to create an FAQ section in your welcome email/message. Answer common questions like “What’s the Wi-Fi password?”, “Is there parking?”, and “What’s the checkout procedure?” Addressing these in advance helps manage expectations and ensures guests can start their stay with confidence.

Provide a comprehensive welcome guide

Once your guests arrive at the property, having a handy and informative welcome pack should answer any questions they may have during their stay. From how to work the television, gas hob, oven, grill or washing machine, to what delicacies they can find in the local pub, as well as local attractions and transport options, a great welcome guide cuts down on phone calls to you and messages.

Ask your guests for feedback

It is important to gather feedback from your guests as it helps you understand where you can improve as a host and identify any features that might be missing. Reviews not only help your listings gain more exposure on booking sites, but also provide an opportunity to improve your listings and address any issues that guests might have during their stay.

Responding to guest reviews shows that you are an engaged and responsive host who addresses guest concerns. Typically, booking sites will send a reminder to guests to leave a review after their check-out. However, sending a follow-up email or text message can gently remind them to share their thoughts. This proactive approach ensures you don't miss out on valuable feedback and helps guests remember to leave a review.

Handling negative reviews from guest

When receiving negative feedback, it's important to stay calm and professional in order to address the situation effectively. Begin by thanking the guest for their input and acknowledging their concerns to show that you value their opinion.

Provide clear solutions or improvements that you plan to make, demonstrating your commitment to take actions to improve guest experience. Consider negative feedback as an opportunity to learn and refine your hosting practices, ultimately improving future guest experiences and ensuring a higher standard of service.

Implement these tips to enhance your communication with guests and create memorable stays. If you have any questions or need advice, please reach out to our friendly customer support.