@Lorna170
WhatsApp is probably the single most popular smartphone messaging system in the world. It's like texting, but with any kind of media, including text, voice, video, documents, photos, web links... And when you send a message it's immediately received by the recipient and notified of it (if they have access to the internet, mobile or otherwise) . And it's as easy to use as a light switch. And it's free.
It's great for use in hospitality, not only because the response is immediate, but even if you can't get to it right away, it's always there to catch up, and the app gently reminds you that you have unread messages.
If there's something they're confused about, or a problem at the villa, they just WhatsApp me with their question, even take a photo to show it.. I can then determine whether to explain it, show them how to resolve it, or go over and handle it myself.
But it's also very helpful for assisting guests with directions, recommendations for restaurants or attractions.
For example, if they're at the beach, and would like a recommendation for a good nearby place to eat or a, supermarket with fresh fish, or whatever.. they just ask, it's easy for them. So, I just send them the Google Maps link to my favourite places in the area (I have them stored already, don't have to look them up). They can open it with one click, and find out everything about it, including getting directions from their current location. All with very little effort on my part.
But there's another extremely helpful feature; I usually contact the guest by WhatsApp long before they get on their flight, to introduce myself and establish that realtime line of communication.
I've already asked what time their flight is supposed to arrive, but you can't be sure... And I don't want to sit waiting for them at the villa.
So, before their flight lands, I send them a "Welcome to Mallorca" message. But no, they won't receive it in the air...
Yet, as soon as they land, they'll receive the message, and I can see if they've received it, so I know they've landed, and I can pretty well estimate when they'll be arriving. So I don't waste time waiting for them if their flight is delayed, because otherwise, I wouldn't know. And they couldn't tell me either, because they're in the air.
It's a great thing to have in this business. It really simplifies the task of managing guests, and enables you to provide them great service.. Without much work.
No way I could do that through the Airbnb messaging system.