When a guest messages you, assume they are contacting a few places simultaneously. The host who responds the fastest and removes the most friction is almost always the one who wins the reservation. Speed is your biggest asset here. If you wait even thirty minutes to reply, they have likely moved on. Even if you don’t have a full answer to a complex question yet, send a quick note immediately to let them know you’re looking into it. This keeps you at the top of their mind and stops them from browsing other options. Once you reply, keep them engaged by ending your message with a question. If they ask about an amenity, confirm you have it and then ask what brings them to town. This keeps the conversation flowing naturally on your thread rather than a competitor's.
Lastly, use the pre-approve tool to make booking a single-click process for them. If they still seem to be hesitating, offering a small, free perk like an early check-in can be the exact nudge they need to close the deal. If you have any additional questions, feel free to reach out. Good luckk!
