Help Guiding Guest to my Hotel due to language barrier

[Tom4227]

I have been trying to guide a group of Chinese visitors to my Hotel all day. It was my understanding that there was a translation feature via messaging. Can someone help me to help these guests arrive to my Hotel? 

[Tom4227]

According to their profile the guest speaks 中文. Is there anyone who could assist these guests with instruction. Any help would be GREATLY APPRECIATED from this community. I am trying to ease the stress of this group of 8 people who are lost and likely exhausted. 

I have sent Google Map links. They have found someone to translate a conversation on the phone. They are finding it difficult to navigate even with GPS. Unfortunately, I don't know their location. 

[Shelley159 · Accepted solution]

Hi @Tom4227 

In the Airbnb app one can turn on translation (menu, settings, translation). Theirs is probably turned off, but it may be difficult to explain to them.

It's probably quicker to just type something in English in Google Translate, translate it to Chinese and paste the Chinese translation in the message thread.

[Tom4227]

Thank you for your response, @Shelley159 . I have taken your suggestion and tried using Google Translate. The guest is reading my messages but not responding. I'm hoping they found an attraction to visit along the way. 

[Bhumika]

Hi @Tom4227 , thanks so much for sharing that @Shelley159 's suggestion worked!

Do keep us posted if the guest responds. Hope everything goes smoothly.

All the best 🌻

[Tom4227]

The group just arrived at my hotel! Thankfully they made it okay. They had been chatting with me since 11:30 am, so I'm happy to see they successfully arrived. I appreciate the support from everyone. 

[Bhumika]

So glad to hear that the group made it to the listing! @Tom4227 😍 

I am tagging @Shelley159 as well, so that she gets to read this good news 🎉 

Thank you for the updates and keep in touch 🤗

By the way, I am curious to know, do you often welcome your guests in person? Do you live near your listing?

Hope the guests have a wonderful time under your hospitality 😃

[Tom4227]

My business partner and I both have homes within a block of here. I don't personally welcome guests but there are staff who are here to assist. We leave our phone numbers for guest to text or call if there are issues after hours. We have been trying to improve our listings based on feedback from guests. One day soon we'd like to become a "Superhost". If you'd like to private message me, I'd be happy to chat and get some feedback. Thank you.