How do you handle repetitive guest questions?

[Livia1475]

Hi everyone! New here and curious — how do you currently handle guests asking the same questions over and over? WhatsApp, printed guide, PDF?
What works best for you?

[Emiel1]

@Livia1475 

It is not my experience that my guests always ask the same questions.

What kind of questions are you referring to ?

[Livia1475]

As a guest I don't always ask — but I do receive a flood of WhatsApp messages 24h before arrival with all the info. Check-in code, WiFi, parking, house rules...

The problem is: when I actually need it (standing at the door, tired after travelling), I have to scroll back through a long WhatsApp conversation to find it. Not ideal! 😅

I'd much rather have everything in one simple link I can open anytime.

[Paula]

Hello @Livia1475, thanks for sharing this. I just wanted to share this article about using Airbnb chat to talk with your host anytime.

I am also tagging a few hosts here so they can share where they usually leave all this information, like the check-in code, Wi-Fi, parking, and house rules, for guests to easily find it: @Elise43 @Livia120 @Helen471 and @Vivek143 

Regards,

[Livia1475]

Many thanks, Paula! I really appreciate it.

[Elise43 · Accepted solution]

Hi @Livia1475, lots of repeated guest questions usually means you haven’t through through your messaging flow. Communication is really a system, and it’s also, I think, the heart of hosting. I mentor new hosts for Airbnb’s SetUp program and I just made a PDF about staging communication, with a lot of explanations and sample templates. I’d be happy to send it to you if you want to DM me your email address. 

Communicating the right info at the right time really matters— that’s where auto-messages are so powerful. 

You will also save yourself a lot of pain if you send guests a copy of your house manual and local guide when they book— that’s when they are excited and will read it!— and make sure it is easy and fun to read— my guests always tell me they love our guide because it’s opinionated, funny, and full of info you will never find if you are not a local! 

But please DM— I think about how to explain the nuances of communication All The Time and I’d love to share what I’ve been working on! 

warmly,

Elise

[Livia1475]

Hi @Elise43 , thank you! I’d love to read your PDF. I can’t seem to find the DM option on Airbnb Community — would you mind messaging me first?

[Elise43]

When I tried to message you the system said you hadn't opted in for messages, so I'll drop the link to my PDf here and see if that works!  

https://drive.google.com/file/d/1ZDvw5iJa9hUiQMEVgZ03TdfWUtEtjqHR/view?usp=sharing

I hope you enjoy it!

[Livia1475]

Dear @Elise43, many thanks. It is beautifully done. I will read it and isnpire myself. Have a great day. Livia

[Helen3]

I can't see you have any stays as a guest but it would be unusual for a host to provide information via what's app when there is a simple link on the Airbnb platform that you can open at anytime to find the information you mention @Livia1475 

[Livia1475]

Dear Helen, my experiences in Spain were actually quite different. There, the company renting out the apartments usually sent me a lot of information via WhatsApp about 24 hours before check-in — for example regarding key collection, arrival instructions, parking, or the Wi-Fi details. 

[Helen471]

@Livia1475 I always make sure to send the most pertinent information the as the last message before their arrival (Property Address, Parking Information, Lockbox Code). This way, the Guest has the most important information as the last message on the message thread. I also do have specific "check-in instructions" that I believe Airbnb sends to Guests before their arrival.