Hi Lizzie and all,
We use message templates from the day of initial contact as it saves a lot of time, they can be used from mobile devices (cellphone tablet) give us the advantage to answer immediately and guest understands that he is dealing with an organised host.
Template categories
A - Initial contact - Preaproval - Approval - Decline
We use different messages depending guest;s approach we always thank them for contacting, we answer any initial questions they have. As we dont have instant booking ON, we encourage them to book and promise to make their stay as comfortable as possible.
During acceptance phase we send them a Thank you message .
We always ask for team synthesis and check in and check out times
We honestly decline when we understand that our house is not a good fix for them or the guest/s are not a good guest for us.
B - Pre arrival stage
We send them
finding the address details with links for Google maps and GPS systems - Here we request confirmation that they have tried the links and work.
Transportation options and costs to reach us
We have pleanty of suggestions in Getting around section of our listing and we encourage them to read it and make the most of it.
and we request from them the following :
Flight details, ship name and arrival times at ports
Transportation decisions (taxi, public transport own car)
If they use roaming and Prefered way of communication during their arrival (Voice calls/SMS/Viber/Whatsapp)
If they fave some special diatary needs or allergies
2-3 days before arrival we send them :
House rules
Registration form (for tax authorities)
Contact phones
Instructions how will meet them at house port airport meeting point
Weather forecast in their language
Driving tips if they arrive by car
On the arrival day we are in touch via the preferred way of communication
C- AFTER ARRIVAL
Welcome and is everything OK ? message to all hosts.VERY IMPORTANT from day 1 only
If they stay longer this is repeated every 2-3 days
Link to the closest beach to our house.
D- Check out process
Your taxi service is confirmed reminder ,
Good Bye message on their way from home to airport. In this message we include a polite review reminder.
Review reminder after 5 days if they have not written a review
2nd review reminder
If they have left behind anything we take a photo of it and ask them if they want us to send it to them via Post service.
We always use the airbnb messaging system and if anything is sent outside of it we copy paste our answers to the platform as well .
If anyone needs some specific message suggestion , fell free to ask. We will share 🙂
Yiannis Irene