This "work" is based on communication. Communicating is fundamental. The guest is the cornerstone of everything. You have to take care of him through words. Words tell who you are, and define your identity and your values.
As far as I am concerned, I structure my communication in the lapse of time going from the "reservation" to the "check-out".
My scheduling involves a few e-mails, with alerts on Google Calendar. You can count them on the fingers of one hand:
° Thumb: even if the guest arrives at my home two months later, he receives confirmation that his reservation is successful. I am pleased to inform you that your request has been accepted. Thank you for choosing me! I will make sure you have a truly unforgettable stay. See you in Milan!
The e-mail contains some questions.
What is the reason for your trip to Italy (tourism/work/study/other)? Understanding the motive and the purpose of the traveller is very important to me because there are needs, motivations and purposes of the tenant to which tourist leases respond (vacation, holiday, recreation, rest) and there are needs, motivations and purposes of the tenant to which non-tourist transient leases respond (work, study, need for care for oneself or family members, etc. ), which the legislature of 1998 decided to keep clearly separated because each of the above-mentioned negotiating figures responds to different purposes.
Which are your expectation about my house? Understanding the traveller's expectations is very important in order not to disappoint him: this thing affected the review.
Do you have any preference in bed arrangements? Over the years I've learned that bedding arrangements are very important and it's good to know in advance.
Need help booking a visit to a museum or a table at a restaurant? Let me know. I will be happy to help and advise you for the best!
The first message ends by summarizing the essential points of his stay.
This is a rental of a property or a part of a property (room). A rental agreement will be signed upon arrival. The local tourist tax will be collected. Documents will be requested to be turned over to the Police Headquarters (art.109 TULPS). If requested, a receipt will be issued to the debtor (art.1199 civil code).
The property is located ............. at house number .......... Arrival is scheduled for the day .......... The departure is scheduled for the day ........... the rent is agreed in € ............ the security deposit (in case of direct booking or use of other portals) is agreed in € ........................ . The kitchen is fully equipped. Towels and bedding are provided.
° Index finger: a week before arrival, the guest receives a second e-mail in which I remind him of the agreed time of arrival and the necessary fulfillments. All information on how to get to the apartment according to the means used by the traveller (plane, train, car) was provided.
° Middle finger: the day after arrival, the guest receives a "follow-up e-mail." Is everything okay? You can find all the instructions for using the apartment in the "House Manual". I wish you a peaceful vacation. If you need any assistance, please contact ..................... (from 8 a.m. to 10 p.m.).
° Ring finger: the day before departure, the guest receives the e-mail of "check-out”. Before leaving, check the drawers and bedside tables so as not to leave personal belongings, cell phones, glasses and so on. If you stay a few hours in Milan, you can leave your luggage at ..................... Enjoy the day!
° Little finger: the day after departure, the guest receives a post-stay monitoring email, with a request for review. It was nice meeting you. I hope you enjoyed your stay at my home. I would like to know what you liked about it. Suggestions for improving my home are welcome. I hope to have you as my guest again next time you come through here.
All the preset messages can be customized: all I have to do is only change names and surnames and rents. It’s a nice time-saver both for me (it allowed me to devote my time to other things) and for the guest (the guest who arrives in a place he doesn’t know needs reassurance during his stay).
These messages help to build a relationship. Tourism is made of people who help people. And what is hosting if not a beautiful act of kindness, declined in a thousand different ways, something akin to a vitamin supplement of courtesy, of sincere benevolence, to be taken consistently day after day, creating a bond between host and guest?