How do you effectively communicate with guests during their stay?

[Elisa]

Hello everyone 😊,
I hope you’re having a great week!

Effective communication with guests starts with clarity and warmth. Share the key details before arrival, and once they’ve checked in, keep messages short, friendly, and timely. Staying available, but not intrusive, helps guests feel supported and confident throughout their stay.

How do you effectively communicate with your guests?

I’m looking forward to reading your thoughts!

Warm regards,
Elisa 🌻

[Patricia2526]

Hi @Elisa 

Before every guest arrives, I make sure all check-in instructions are clearly communicated in advance. Then, on the day of check-in, I also send a friendly reminder letting them know that if they need anything or encounter any issues during their stay, they should not hesitate to message me. I reassure them that I’m always available to help make their stay as smooth, comfortable, and stress-free as possible.

[Elisa]

Hi @Patricia2526 😊, 

Thank you for sharing this here!

How do you usually communicate with them, via Airbnb messages or other ways?

[Patricia2526]

Hi @Elisa 

I use the Airbnb messaging inbox for all communication so everything stays recorded and easy to track.

[Elisa]

Hi @Patricia2526 😊, 

Thank you for letting me know!

Do you ever exchange phone numbers?

[Elaine701]

@Elisa 

Here's my traditional wisdom on this topic:

First, I've always operated on the belief that it's important to meet and greet. Not just to show them the way things in the house work (guests won't take it in by reading it), but to establish a more personal relationship that encourages mutual respect, and hopefully, minimise problems or conflicts. We've  already established WhatsApp contact, so there's an open line of instant communication, so then we leave them alone to enjoy their stay. And so far, the results have been (mostly) good.

Our villa has a few things guests need to know, like how the rubbish is dealt with, how the TVs and  music system works, how to best use the air con and heating... 

...AND we are obliged by law to copy thier passports. So it's easiest to just do get it all done in a half hour face to face. 

But this seems to be changing. 

In the past year or so, we've been sensing a bit different attitude from guests.

Some, if not "many", give the impression that they'd prefer little or no contact. Nice enough people, but often surprised that we're there to greet them on arrival, and perhaps even a bit agitated about having to endure all that blah blah. They aren't here to see us. They just want to get on with their holiday (?)

So, we've started to just give them self check in. Entry code, etc.. but we'll only give those entry instructions on the day of their arrival, for security reasons. And so that they don't forget or lose it somehow. Guests sometimes ask for it a week or more in advance. I just tell them I'll send it to them on the day of their arrival. 

So, we always leave a nice assortment of breakfast things, drinks and snacks, and a couple of bottles of locally produced wines, we've created some plasticised printed cards detailing the things they need to know .. And we ask them to take photos of their passports and WhatsApp them to us. 

Against all my basic instincts, so far it seems to work, although guests still fail to absorb info we would previously personally tell them, and often later ask about things that are clearly written on the printed cards we leave on the kitchen table 😳...

...yet we're consistently receiving even better reviews than before, and still have very few problems with guests. And honestly, it's easier and less time consuming than personal meet and greet. 

??

[Elisa]

Hi @Elaine701 😊, 

Thanks so much for sharing this and I totally get your approach.

I’m curious, have you noticed if certain types of guests still prefer a personal welcome? Do you think this is becoming the norm for most hosts now?

[Elaine701]

@Elisa 

Hmm... Good question. 

My overall sense is that guests are increasingly perceiving Airbnb to be just another booking com, but for vacation homes (as in our case). 

Our guests almost always are not the hotel type. They're looking for a home away from home for their vacation. And that's why they're looking on Airbnb.

But they're becoming less and less responsive to communication between booking time and arrival.

For example, it's important to know what time their flight is arriving, so that we know how we need to schedule noir cleaning crew. We often have less than 24 hours between guests.

It can take days to get any response from a guest.  I presume it's the Airbnb messaging system, because most guests don't use the app. They book it through a web browser (like they would on booking com) and so they don't necessarily receive any alert to an incoming message.

We don't establish WhatsApp contact until the last week before their arrival, because instant messaging is very important for syncing their arrival and making sure they receive all the check in data, and being able to respond quickly in the event of any issues or questions. 

Again, my sense is that they are increasingly expecting an Airbnb to be like a hotel on booking com. 

They pay money. It's booked. They arrive, get the key and have their holiday. And everything is supposed to easy and simple. Like in a hotel...

...but without having to suffer common hotel inconveniences like cleaners or maintenance people or noise from other guests. They get a private pool..kitchen, living room, dining room etc.  ...and that's the attraction over a hotel. 

I could be wrong, but that's how it seems.

That doesn't mean they're undesirable guests. Our last few years have been filled with  really desirable guest after desirable guest. I just think they're seeing Airbnb more like a booking com hotel, but for a home. It's not personal. 

But to actually answer your question, yes, we still have a few that exhibit a  preference for personal contact. But it's the minority. 

[Elisa]

Hi @Elaine701 😊, 

I completely get what you mean, it must be tricky balancing the “home away from home” experience with guests who expect the simplicity of a hotel.

I'm glad you can rely on WhatsApp closer to arrival, especially with tight turnovers and guests not checking Airbnb notifications. Even if most guests are more transactional now, it’s nice that some still value personal contact.

[Andrea6232]

Buongiorno @Elisa ,

I communicate exclusively through Airbnb chat, also using quick and scheduled replies 😉

Andrea

[Elisa]

Ciao @Andrea6232 😊, 

Thank you for letting me know!

Why do you only communicate through the Airbnb chat?

[Andrea6232]

@Elisa just in case any problems arise 😉

[Elisa]

Ciao @Andrea6232 😊, 

It makes sense.

I wish you smooth bookings ahead!

Will you be in Italy for Christmas and New Year?

[Andrea6232]

@Elisa 

Xmas in Ponte di Legno and New Year in Venice 😍

[John5097]

@Elisa 

Each listing is different. 

This was my most recent review from a guest. They happened to be traveling from UK on their honeymoon.

This will be one of my last guest so this was both very rewarding and I also prefer to end it on a positive note. 

I was even looking forward to this guest as guest from the UK are always excellent communicators, very considerate and polite, but for some reason this one didn't resend to the second message. This isn't uncommon at all but as its one of my last guest I noticed their most recent review they left for anther stay on the same trip just before their stay at mine, praised the host for accommodating a late check in, how delightful the host was to meet them in person, and how much they enjoyed their conversations with them. 

So this illustrates that guest can appreciate different approach to hosting and different approach to communication. 

I do include a handwriten welcome card, and cut some flowers for them out of the yard, but the suggestions they got were from my guest guide book. I simply didn't like messaging guest after they checked in from the get go, as there was really nothing else I could provide to improve their trip. 

After 491 reviews I was surprised communication is one of my highest rated sub calories. I just think guest don't want to be on their phones, have to go to a special app, or they may try and respond to a text notification that doesn't go though, and instructs them to go to the app instead. 

I don't take it personal most guest have already been on several Airbnb stays and have found that host to be intrusive, so a lot of them might reply to my second message as "thank you so much, if we need anything we will reach out!" which means they don't want to be expected to respond to canned automated messages they have experienced on previous trips.