Communication Pro-tips

MAN, AIN'T NOBODY GOT TIME FOR THAT!
But actually, you do!
Play it smart, and what appears to have been a long thought out message will actually take you about ten seconds.

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  • Attempt to answer questions before guests ask them
  • Include answers to common questions in your “welcome messages” (even if this means repeating info in your listing)
  • Evolve your welcome messages as you better learn what common hang-ups are for guests
  • For easy copy/paste messaging, keep a copy of your standard “welcome messages” stored as a note on your phone or computer.

First Message: as soon as the booking is received

To start things off on the right foot, send your guest a quick note immediately upon receiving a booking. Some people get nervous about booking on Airbnb / Vrbo, and reassuring them with prompt communication starts things off well and reduces the likelihood that they’ll cancel.

An example of a first message could be:

Hi [Guest name],

 I just saw your booking come in and I’m excited to host you!

 I’ll message you detailed check-in instructions at least one week prior to your arrival.

 Please let me know if you have any questions in the meantime.

Sincerely,
[Your name]

Second Message: 1-2 weeks before the guest’s arrival

One or two weeks before the guest arrives, send the follow-up message with pertinent details. Though much of this information is a repeat of what is included in the listing, I found that providing a distilled version with all necessary information helped reduce the number of messages I needed to respond to.

Hi [Guest name],

Your trip is right around the corner, and so I wanted to send the following check-in instructions. I’m looking forward to hosting you!

In case I’m not home/awake when you arrive, here are the details on how to get in.

Address: [Your address]
1. Press the small white ‘Schlage’ logo on the red front door lock. This will activate the keypad.
2. Enter your combo: 5555 [the last 4 digits of your listed phone number], and the door will unlock.
3. When you leave, press the ‘Schlage’ logo again and the door will lock.

Your room is up the stairs to the left as you enter. Your name will be written on your door.

For wifi, it’s ‘New England Clam Router’; password: $uperCoolBoston .

If needed, you can park in my driveway (on Elm St), or on the street (using the parking permit left in the kitchen)

Though check-in isn’t until 3pm, feel free to drop your bags at the house (in 1st floor laundry room) at any time. Similarly, though check-out time is 11am, feel free to leave your bags at the house for the day.

Please let me know if you have any questions 🙂

Safe travels,
[Your name]

By implementing these messaging tips, you will receive fewer messages, resulting in a business that requires less of your attention to run, and guests who feel they are stepping into a very well-run establishment.