The intention for this document is to offer guidelines for new hosts on communicating with your guests. Properly communicating with guests will not only outline procedures but will establish a relationship with them. When guests feel they know you, they are more likely to respect your rules/policies and your property resulting in higher quality guest stays and better reviews.
The following suggestions and example templates are only templates. Try to personalize the messages for your guests as you see fit.
Responding to a booking request
To ensure good quality guests, consider some points when interacting with a potential guest.
- If you allow instant booking, you may consider selecting requirements to instant book such as requiring a government issued ID, prior host reviews, and response to a pre-booking message (where you can reiterate a policy or rule such as no events/parties).
- If the potential guest is not “verified” on the Airbnb platform, you can ask them to get account verified by going to: https://www.airbnb.com/verify
If Airbnb blocks the website address, say, “the main Airbnb website followed by /verify.” For best results, some people have found helpful to use a computer/laptop rather than a mobile device. Ask them to let you know if they have any questions about the process (or if they have been successfully able to get verified). - Take the opportunity to ask their reason for visiting if they have not told you already. Make sure you are comfortable with their intentions. If the booking is not confirmed yet, you can decline if you feel uncomfortable. And if booking is already confirmed, you can always contact the hosting platform if you feel uncomfortable with the guests’ intentions for the opportunity to cancel.
Booking is Confirmed
- Send a message as soon as the booking is finalized. Note: these messages can be automated on the Airbnb platform if you choose.
- Thank them for booking with you.
- Set a precedence for reading and responding to the messaging system. (hosts often get poor communication from guests and it may simply be an issue with receiving them promptly).
- Use their first name (it is more personal)
- Consider asking them to please review the full listing, house manual, and rules/policies. This will take away excuses later on. Consider emphasizing the number of occupants and gatherings as critical with consequences for breaking them.
Example:
[first name], thank you for booking with us! Please note, we will use this platform messaging system for communication. I will send pertinent information regarding access and other instructions. Responding in a timely manner is appreciated.
Please re-review the house rules/policies to ensure there are no surprises. Breaking house rules at a short term rental can put the guest and host in a bad situation. It can also contribute to hosts losing their short term rental permit and license.
[list house rules here]
If these policies are violated it could result in fines, the reservation being terminated with no refund, and all guests escorted from the premises. Please respond and confirm you agree to all rules and policies. We greatly appreciate it.
Don’t hesitate to ask any questions or clarifications. We will do our best to give you a 5-star stay. My best, [your name]
One Week Before Trip
This may not be necessary unless there is a long gap between booking and arrival. Use it as another touch point as needed.
- Use first name when addressing them
- Thank them again for booking with you.
- Mention that you will be sending access information a day or two before their arrival.
Example:
[their first name], thank you again, for booking with us. I will be sending you a message a day or two before arrival with instructions on how to enter the home. We are pleased to host you. Don’t hesitate to ask any questions. My best, (your name)
Note: if you are not getting responses from your guest, ask them a question that solicits a quick response. For example, “quick question, do you drink coffee?” If you still don’t get a response, consider calling them to check in and explain the messaging system for relaying information. Encourage using the platform messaging system to keep records of communication.
Day (or two) Before Arrival
Note, the Airbnb platform allows you to enter “info for guests” where Airbnb will send out pre-booking and post-booking details as well as arrival details. Some information below may be duplicated information if you have that activated. You can manage that information in listing details.
- Use first name
- Present clear instruction for how to get to property and how to enter property.
- Mention your rules and policies (they get this during booking as well)
- Remind them when check-in time is. If they ask for an early check-in, you may want to have a canned message for questions you get asked a lot.
- Consider asking when they may be arriving (it helps to know if they got in okay – you can often monitor smart locks, etc. But if they get in at midnight, it’s nice to know ahead of time)
Example:
[first name], we look forward to having you stay at our home. GPS should easily direct you to the residence [address]. To make your arrival seamless, you will have a [keypad entry]. Here are some instructions…. [add clear step by step instructions]
There are more instructions on Wi-Fi, appliances, etc. located […….] as well as our rules and policies such as […]. Please review them again to ensure there are no surprises. And don’t hesitate to ask any questions.
Please let us know when you may be arriving so we can be on alert in case you have any issues entering. Check-in is 3PM.
Send any questions you may have. We aim to give you a 5-star stay. [your name]
Checking In with Guest after Arrival
- Send after you are sure they have arrived and had a chance to settle in. Waiting until the next morning is fine. If you’re not willing to go over there at 9PM to take care of an issue, don’t send the message at 9PM.
- Welcome them to your city/town/state (if they are from out of state)
- Ask them if they have any questions or need anything. (only IF you are willing to accommodate extra towels or something they might request)
Example:
[first name], Welcome to [your state/city]! I hope your entry into the home was seamless and you are finding everything you need. If I’ve missed anything or you have any questions, don’t hesitate to ask. Wishing you a relaxing stay. My best, [your name]
Last Night of Stay
- Send the afternoon/evening before their departure or morning of departure.
- Thank them for staying with you.
- Explain any instructions you’d like them to do before departure.
- Remind them of check-out time (this can avoid uncomfortable situations)
- Ask them to mention when they have departed (this allows you to feel comfortable entering property before check-out time if you want to get started on cleaning).
Example:
[first name], On your last night, I want to thank you for staying with us. I hope your stay was enjoyable. [….] will give you departure instructions to ensure a 5-star review to you as a guest (or list your instructions here). Check-out time is [11am]. It would be much appreciated if you let us know when you have departed. Safe travels to you and your group. I Hope you will consider staying with us in the future. My best, [your name]
Thank You for Staying with Us
Try to walk through the property before sending this thank you message. If they have damaged or broken rules, it is important to capture images and contact the hosting platform immediately. (Please see instructions in another document on how to do so)
- Send after they have checked-out (as soon as you can to plant an expectation on a good review)
- Thank them again. If you’ve had a chance to walk through the property, be specific if they have left it clean and tidy. You then give them the indication that you will give them a high rating which in turn may persuade them to give you one as well.
- Ask them to come back again (if this is what you wan
Example:
[first name], thank you for staying with us and leaving the property in tip-top shape. It is so appreciated! (omit if they did not meet your expectations). We hope we’ve given you a 5-star stay. If we’ve fallen short, please let me know how we can fix that. I hope you will come back again. Your host, [your name]
Additional Messages you may want to consider….
Reiterating your policies and rules
You may consider having a canned message if you are suspicious of a guest not following your rules. Give them the impression that neighbors, or yourself, will alert authorities, as necessary.
Example:
[first name], I want to reiterate our no events or parties’ rule. Our HOA and neighbors feel strongly about maintaining a quiet, serene community and will enforce this rule, as necessary. Please respect the policies in place for an enjoyable stay.
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