Airbnb is a marketing platform that is unlike other ones you are using in that it has a more informal feel to it. The platform has its own “vibe”, which could be called perhaps, young and cheery. If you read the reviews that both guests and hosts post, they generally put an optimistic and happy vibe even when perhaps a party may not have been completely satisfied. We have seen this in our own reviews where there is sometimes a disconnect between what a guest might say publicly versus what they will say to you in the private sections of reviews.
We take both what guests say publicly and what they say in private as constructive information to improve our offering as well as confirm that we are satisfying our guests expectations. One of the first types of feedback we got was on our communications which was sometimes not responsive enough. We took a look at what we were doing and came up with a consistent communication protocol that we use for all guests. It looks like the following. First a word about how to communicate within Airbnb.
Airbnb Communication Channels
Airbnb sets up communication channels that owners and guests use during the complete rental lifecycle. Before a booking has been confirmed, owners and guests communicate within the Airbnb messaging system that is tied to the cellphones that each party provided. This is the only way to communicate prior to booking. Once a booking has been confirmed, Airbnb provides the actual cellphone number plus an anonymous email communication link that provides communication to the real underlying email accounts of both parties.
The ways you can communicate are as follows:
- Airbnb messaging platform, which copies to cellphones.
- Direct cellphone messaging.
- Anonymous email link.
Direct cellphone calling.
Right off the bat, we suggest that you don’t use cellphone calling. Nobody wants to make or receive calls anymore. Well, almost nobody. We have had guests who do not have cellphones and wanted to talk on standard land lines. This doesn’t happen that often, but we are more than happy to talk if that is what the guest wants. Also, if a guest has an urgent need they might call. That’s about it.
Which Airbnb Channel To Use?
Given the four three communication channels above, how should you use them? We have found that hosts and guests usually have their own preference for what kind of communication channel they prefer. As a host we try to be flexible based upon each guest, we have the following suggestions:
- Use the Airbnb messaging platform over direct cellphone messaging. This creates a communication trail that is documented within Airbnb in case any issues come up. There is little difference since all messages should be copied to cellphones.
- When a booking has been confirmed, use both messaging and email to communicate with each guest (at least initially). If will then become evident which channel the guest prefers in the way that they respond.
- When you communicate using email, we suggest starting a new email message (in the To: line) for each communication. If the anonymous email link is CC-ed or copied we have found this to not always work as expected. For example, a CC-ed message would drop attachments. The software appears to be changing over time so if you really need that mail to work correctly, the best option is to always compose a new message.
This is a sample communication flow that we use for our guests. It is broken up for each stage of the work flow.
Booking Inquiry
For a booking inquiry, you will need to approve, deny or ignore the guest’s request. Ignoring means to neither approve or deny, but send a message to the guest indicating why you cannot accommodate them. There are many reasons why you might not be able to accommodate them, here is a frequent reason: pets.
Mike and Danielle
If you can accommodate the guest, tell them so:
Mike and Danielle
Booking Request/Instant Book
When a booking request has come through, we approve it immediately unless there is a problem such as double booking or an obvious violation of house rules (such as pets). Depending on the timing of the request in relation to the check-in date we initially send one of two messages. Which one we use depends on how close the check-in is. We get requests for check-ins that are a few weeks away or up to a year away. If the stay is well into the future, we send welcome information in another message, whereas if the stay is close we send the welcome information immediately. There is a balance here. If you send welcome information too soon, the guest will lose it in their email. If you send it too late, they might feel neglected. The demarcation we have selected is about 3-4 weeks prior to the stay.
For a check-in well into the future:
To help with your planning, here are a few important details. We will provide made beds, bath and beach towels. The garage has beach items, including chairs, boards, and umbrellas.
Mike and Danielle
For a check-in that is near term, we send this message along with the specific check-in information PDF.
Mike and Danielle
Post Booking
When a booking has been confirmed, guests need to know at least how to check-in and check-out. The itinerary and booking page of the stay could provide all this information, but it doesn’t do it that well. This is partly on purpose because Airbnb tries to accommodate all types of hosts some of whom will provide details on their own (for example, they don’t require that you actually provide a check-in/check-out time). As a vacation property landlord, you are already setting up a standard routine for guest stays that you share with them prior to their stay.
We suggest that you send a formatted document that provides the information that guest needs to find your space and get access. When this document is sent out, we also copy the message to their cellphone as well. So, if the mail doesn’t work, they will at least get the text message. This is extra insurance to confirm that they actually got it. Here is a reprint of text message that we send:
Mike and Danielle
Itinerary Document
Guests are used to receiving detailed documentation about a reservation in email and often times in a printable document. This is standard practice in the hospitality industry as reservations usually marry different components of a trip so that the guest doesn’t need to hunt around different web sites or apps to get the information they need. It also provides a concrete point of reference to make sure that the dates and times of each component are correct and that no mistakes were made.
When you follow the same practice, this will make your guest experience more professional and improve your communications.
What you put in your document is up to you, but there is some information that is essential:
- Property address
- Property directions
- Guest name/Party information
- Key code/Key access information
- Check-in/Check-out times
- Check-out rules and expectations
- Garbage/Recycling information
- Parking
Attached below is a sample of the document that we use for our guests.
guest-itineray-template
