Marketing tips
Mastering guest communication for Travelnest hosts: Your ultimate guide to become a top quality host
10 Jul 2024
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By Sophie Eminson
Managing guest expectations can be much harder during peak travel seasons. Every hospitality professional knows the struggle of juggling multiple bookings across different platforms. It can feel like a minefield trying to remember when each guest is coming and going. Travelnest is here to simplify this chaotic process by syncing your calendars from more than 30+ booking sites and centralising communication into one easy space. Whether your guests have booked through Airbnb, VRBO, Booking.com, or directly through Travelnest, you can handle all communications with ease. In this guide, we'll cover valuable tips on managing guest communication expectations and best practices for communicating with your guests. Read on to discover how to keep things running smoothly and ensure your guests have an enjoyable stay.
Why Managing Guest Expectations Matters
Setting clear expectations with your guests will not only enhance their experience but also make your job easier. When guests know what to expect, they are less likely to be surprised or disappointed. Clear communication helps prevent misunderstandings and fosters a smooth, enjoyable stay for everyone involved.
Setting Communication Timelines
One of the most effective ways to manage guest expectations is to establish communication timelines. Inform your guests when they can expect to hear from you and how often. Include these timelines at the end of every email and make sure they are clear and consistent. If you provide your phone number, outline the hours when you're available to respond to messages and calls.
Pro Tip
Use highlighting or bold text in your emails to emphasise key points and ensure your guests don't miss important information.
Handling Questions and Uncertainties
Guests will inevitably have questions about their stay. It's important to answer these queries promptly and honestly. If there's something you don't know how to handle, be upfront about it. Redirect guests to the appropriate booking channel if necessary, or reach out to Travelnest for assistance.
Pro Tip
Set your expectations for guests by communicating in the manner you wish to be spoken to. This establishes mutual respect and clarity.
Preempting Property Issues
Transparency is key when it comes to potential issues with your property. Inform your guests ahead of time about any quirks, such as a door that doesn't open fully or light bulbs that need replacing. This transparency can alleviate anxiety and reduce the chances of guests being caught off guard upon arrival.
Pro Tip
Provide an easy way for guests to report issues during their stay. This shows that you value their comfort and are committed to resolving any problems quickly.
Best Practices for Communicating with Airbnb Guests
When it comes to managing guest expectations, there are several best practices to keep in mind:
Remain Professional and Polite
The old phrase "kill 'em with kindness" holds true, especially when dealing with guests who have complaints. Staying professional and polite, even in challenging situations, can turn a negative interaction into a positive one.
Reiterate Important Information
It's common for guests to miss or overlook important details. To avoid misunderstandings, reiterate crucial information multiple times. Use bold text and highlight key points where necessary.
Respect Guest Privacy
Once your guests have checked in, give them the space to enjoy their stay without unnecessary interruptions. Unless they reach out to you or you notice an issue, allow them to feel like the property is their own.
Respond Promptly to Issues
Address any issues promptly during and after the guest's stay. Aim to respond within an hour during sociable hours, and within 24 hours after the guest has left. Avoid getting defensive and handle public reviews with grace by reaching out to discuss any concerns directly.
Own Up to Mistakes
If you're in the wrong, admit it and take responsibility. Trying to explain away a situation will likely lead to a negative review. Guests are often more forgiving when you acknowledge your mistakes and take steps to resolve them.
How Travelnest Can Help
By using Travelnest, you can manage all your guest communications in one centralised platform. Once you’re signed up, you can download our mobile app, where you can easily handle guest communication from Airbnb and Booking.com. This makes it easier to keep track of bookings, respond to inquiries, and handle any issues that arise. With Travelnest, you'll have one less thing to worry about, so you can focus on providing exceptional hospitality.
Conclusion
Managing guest expectations and maintaining clear communication is essential for hospitality professionals. By following the tips outlined in this guide, you'll be well-equipped to handle guest interactions with confidence and professionalism. Remember, happy guests are more likely to leave positive reviews and return for future stays.
Ready to take the next step? Join Travelnest today and streamline your guest communication process. Your guests (and your sanity) will thank you!
