What do you do when you get a new reservation?

[Lisa1831]

When you get a new booking do you contact the guest to acknowledge the reservation?  For example: do you send a thank you, or look forward to hosting you message?

If you do acknowledge the reservation how long after do you contact the guest?

Also if you do not acknowledge the reservation - why?

[Jackie378]

I always say, hi _____, thanks for booking and I look forward to meeting you! Please let me know if you have any questions leading up to your arrival. -Jackie. 

Then a couple of days before they arrive I’ll message again. 

[Branka-and-Silvia0]

@Lisa1831 

as soon as we get the booking we thank them and ask if they need parking or transfer from the airport and what is the exact time of their arrival so we can come and meet them... and of course, we answer their questions (if they ask for some info)

[Beth80]

I always respond with a greeting. " Hi, thanks for choosing my home." Usually followed by a question. Such as, what time should I expect you? Are you a vegetarian or have any food allergies? ( Since breakfast is included)  Basically anything to start a conversation. 

[Susan151]

My system is quite simple and to date, has worked well. Upon a booking, I immediately send them a message thanking them for choosing my listing and letting them know when to expect the next communication from me. If they asked a question or included any information in their initial message, I include something in this message that relates to their information. Sometimes that includes "Whoa, I am no where near there. You have 48 hours to cancel without penalty."

Seven days before their arrival, they get the big email. I ask how they will arrive [so I can send directons], when they plan to arrive, the first names of their travel companions, and their breakfast selection. If they let me know that they are arriving by air, I will ask for the flight information "so they don't have to alert me if there is a flight delay." The big email generally results in one or two followups back and forth.

I have been told by numerous guests that receiving a message so quickly after booking made them feel as though they had not booked into a black hole. A lot of hosts out there don't communicate at all [I have learned.]

[Suzanne302]

@Lisa1831 

Yes! As soon as possible I send a "thank you for choosing to stay in my home and I look forward to hosting you" type message. I also explain I'll be sending detailed check-in instructions within 3 days of their arrival.

From a guest's perspective when I've traveled, I always appreciated the acknowledgement of the booking.

[Lisa1831]

@Suzanne302 @Susan151 @Beth80 @Branka-and-Silvia0 @Jackie378 

Thank you for responding.

I guess because you all are experienced you give such wonderful customer service.  

I have booked and not heard from the host unless I contact them to confirm they received the booking.

I am glad to know from you all this is not the norm.

[Lawrene0]

It's not the norm at all, @Lisa1831. As a host I am like the others and write as soon as possible after I receive the booking. As a guest, I'm like you and want to hear from my host. Sometimes there is a delay, and that is sometimes because they are not as tied to their computer as I am to my phone. 🙂

There is a host near me like that. He is old school, and fires up the computer a couple of times a week. He assures me this is fine... I do know that, initial communication aside, he's an awesome host once you get there. 

When I don't hear anything for a day or two from a host, I write to ask (or re-ask) a question. Usually something about check-in. "Will 2 pm work for you?" That sort of thing. Sounds like you do the same.

Are you dealing with an unresponsive host right now?

[Lisa1831]

@Lawrene0 

Yes I was and i decided to cancel. They responded that they were busy. I understand that but at the same time the longer I wait to buy a ticket to travel there the more it cost. 

They are new host. So I get that. 

[Pam176]

I always respond to a booking with a welcome message letting them know that I will also contact them re check in closer to their arrival - seems to work well!

As a guest, I like to hear from the host at least once after booking and before I arrive too.  I think it sets the standard for what they can expect when they stay

[Kelly149]

@Lisa1831 my guests have a contract and a guest info form to fill out and return to me so they get a message to say "Thanks! and check your email for a message from me" and then the email with more info and the attachment. My communication is simple or complicated based on how well their message indicates that they've actually read and understood my listing.

like @Susan151 I want them to cancel quickly if there is a mismatch of expectations

[Kath9]

@Lisa1831, I am shocked that a host wouldn't contact you after you have booked. I always contact a guest immediately to thank them for booking and letting them know I will send arrival details closer to the time (which I do a couple of days before their arrival date). Your experience is not the norm at all. I would definitely mark this host down for poor communication in your review.

[Lisa1831]

@Kath9 With the new hosts it seems to be a thing.

I think they may feel that it is not necessary. 

[Branka-and-Silvia0]

@Lisa1831 

did you check your host's profile and see how many listings he has? Maybe he is an agency with 100 listings?  Do you know how to check in?

[Lisa1831]

@Branka-and-Silvia0 

They just have the one listing.