Why is Airbnb prompting me to get in touch with my guest over a week ahead of their booking?

[Brenda1620]

I'm getting SO many automated reminders from Airbnb, and I'm feeling like some of them are redundant. Why am I being prompted to get in touch with guests over a week before their arrival? This seems like so much redundant work since their trip plan - to my understanding - doesn't get released until 48 hours before they check in. (Along with all of the directions, questions, etc. that will be answered in their trip guide). Am I missing something?

[Elena4354]

Hey @Brenda1620, I understand  you‌😊‌,
A few years ago, we didn't get as many reminders about each booking as we do today. But trust me, it's very important. There are millions of hosts have active listings on Airbnb today, but not every host is responsible and well-organized. For some hosts, it's their main business, while others just rent out their second home or room from time to time and don’t monitor their account every minute like I do 😊. 

Reminders are really important and I think they work well for some of us‌😀‌.

All the best. 

Elena. 

[Brenda1620]

@Elena4354 So... do you personally reach out to your guests over a week ahead of time, before they have their trip guide? If yes, what do you say?

[Elena4354]

@Brenda1620 , no, I don't contact guests over a weel ahead. 

I have a flexible cancellation policy, so my guests receive a registration form (required by law) 2 days before arrival and detailed check-in instructions the day before arrival.

All messaged are scheduled automated messages. 

The messages from Airbnb are just a reminders about the upcoming reservations. 

[Brenda1620]

Ok that's helpful to know they automatically get notified 2 days before. Thanks!

[Alicia753]

Hi Brenda,

Currently, Airbnb doesn’t offer specific settings to customize the frequency or types of automated reminders you receive as a host. These reminders are part of Airbnb’s system to ensure consistency in communication and guest satisfaction. However, you can manage your notification preferences to some extent through your account settings to adjust how you receive these reminders (email, text, or push notifications).

If you find the reminders redundant, reaching out to Airbnb support might be helpful. They can provide insights into any new features or upcoming changes that might give you more control over communications. Meanwhile, leveraging your own automated messaging system, like a chatbot, could help manage repetitive communications efficiently.

I hope this helps.

All the best,

**

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[Brenda1620]

Thanks @Alicia753 , that's good to know. I don't have a website, so I'm not sure how a chatbot would help. I will reach out to AirBnB however, to get some possible help as to what they're expecting me to do.

[Brenda1620]

UPDATE: Reached out to Airbnb to figure out what's expected, or if I could suggest that the week-before prompt be taken off since so many people have agreed it's not helpful. And wow, they were not helpful at all. After insisting on trying to solve the "booking problem" they started giving me links to on how to use quick replies and just could not understand my question at all.

[Shelley159]

Hi @Brenda1620 

The way I see it, the so-and-so is arriving in 8 days reminder is for hosts with infrequent bookings who may have forgotten how close the next booking is. Airbnb hopes 8 days is enough time to do a good clean & maintenance if you weren't ready. You don't have to message the guest.

The so-and-so is arriving in 2 days reminder is useful for most of us, to make sure we've been in contact with that particular guest and that all ducks are in a row for their stay. When I get that reminder, I read through the booking, check they have arrival details, check the number of guests, do they need a cot, etc. 

[Patricia2526]

Hi @Brenda1620 

The Airbnb guest check-in reminder is really helpful, especially if you have more than one listing. I send check-in details to welcome guests, provide directions for travel planning, but not the exact unit number to prevent early arrivals and avoid surprising outgoing guests.

[Guy991]

Hello @Brenda1620 ,

A week ahead of time is too much. I think that for a guest, it is nice to receive a message from a host two days before check-in to know that the host is proactive and ready for them. For hosts who do in-person greetings, it is also an opportunity to remind the guest to update their arrival time.

[Brenda1620]

Yes 2 days ahead seems to be the best time for sure. We do reach out to make sure they're ok with directions and to find out the arrival time. Several guests told me that they appreciated the communication.

[Elaine701]

@Brenda1620 

We've set up a cordial automated response to every booking, which thanks the guest for their booking, and indicates that we will be contacting them one day before their arrival with additional arrival information, but in the mean time we will be happy to answer any questions or special requests. That seems to be quite enough.

From then on, it's only responding to guest questions (if any), and nothing more until the day before arrival - when you give them directions, check in instructions or anything else they need to know, just like you said you would.

Giving them details a week in advance is a bit too early. They'll likely forget and won't be able to find it (or won't bother) and will simply ask again just before their arrival.  If they have to ask, it makes the host appear un-proactive and lazy (even if you gave it all to them a week ago), which tends to set a poor tone to start.

It's been widely published by experienced hospitality experts that the first responses and proactive nature of the host, along with helpful instructions - at the time they need it - and particularly the first 10 minutes' experience following their arrival  - set their basic impression for their entire stay. And that has a funny way of trickling down into reviews in one way or another.

[Brenda1620]

Yes I totally agree that a week in advance to get a random message from the host is definitely not helpful. I've been replying quickly to initial requests, answering any questions promptly as they come, and get in touch 1-2 days before arrival to see if they need anything (primarily directions from the airport, as getting to my place can be tough with the lack of transportation in my area).

And thank so much for the information about the first 10 minutes. We do try to be home to welcome them, as well as making sure our locks work. I guess that raises another question; I've been trying to politely get guests to let us know when they're arriving, do you ask that? What's your protocol?

[Rebecca]

Hey @Brenda1620 👋

You've got some wonderful support here from some of our Hosts. Have any of the answers helped? 
 
If so, it's always a lovely gesture to pop a like on the comments 👍  and mark a best answer ☑️ . It's like a big virtual hug to the members who supported you and the best answer also supports other Hosts who may have similar questions in the future. 😊