How do you make yourself available for guest support?

[Marcos760]

I’d love to hear how you all deal with this…  

We all know it’s totally normal for guests to have questions during their stay. But it’s also VERY common for them to ask things that are already in the check-in instructions, houserules, or are pretty obvious 

Sometimes it even feels like the host is expected to be a 24/7 hotel front desk.

How do you handle this in practice:

Do you reply anytime a guest messages you?  
Are you available 24/7?  
Do you set specific hours to respond?  
Do you inform guests about your availability in advance?  
Or do you just respond based on urgency?  
Have you ever ignored “less reasonable” questions? 

My experience:  

I usually reply quickly, even when the answer is already written somewhere and the guest could easily find it.  

But honestly, sometimes it gets tricky…  

I’ve received a message at 1:00 AM asking how to turn off the balcony light (when the switch is right next to the door ).  

Another time, at 3:00 AM, a guest asked whether they should take out the trash at check-out… even though check-out was only at 11 AM.  

So… how do you balance being responsive without feeling tied to your phone all the time?  

[Kitty-and-Creek0]

@Marcos760 

Nope, we are not a 24/7 hotel front desk, and good grief! Right? 

I silence my phone when I go to sleep and turn it back on in the morning. 

Of course I give the guests a personal tour at check in, show them literally everything they might find remotely tricky. That includes light switches, which are also labeled. 

In addition, I have no check out instructions or tasks. They are on a "time out" from things like that. 

[Elaine14]

I think we have a broadly similar approach. I don't  label  light switches but do show them the one for the hall light and I demonstrate  where the switch is on the bedside lamps.  Yes, its definitely  important  to put our phones on silent at night, but otherwise  I am pretty glued to my phone all day! We once had a guest whose motor bike had broken down. I was in the middle of videoing and photographing a huge Asian wedding so it wasn't easy  to chat -  in Italian - to offer them the best support about breakdown assistance! Hosts always do what they can to help guests, though! 

[Chris24883]

@Marcos760 I have been hosting for 21 years and have never experienced early morning calls or texts!  (knocking on wood). I too have my phone on silent, so even if I would receive a call or text, I would not respond until 7am. However, I do respond promptly to any and all questions or concerns when I am not in bed. 

[Aquino3]

Hi @Marcos760 

Just like kitty explained, my phone goes silent after 11pm and back to sound at 5am. Those are my reachable hours. We are not 24 hr hotel concierge and guest should by now know this. 

On the other hand, at checkin, I still give all the information that was already provided in the instructions as I know people have a tendency to not look before asking. This way at 1 am the only reason for a message would be a 911 emergency. 

[Paula]

@Aquino3 it’s a great strategy to include all the information in the instructions. Have you ever had a situation where guests messaged you during the silent period? If so, what was the situation?

Regards,

[Anita1540]

@Marcos760 I'm new host, since October 2025. The guests that have messaged me have been reasonable questions, and I always respond timely. I have not received anything outside of normal hours, but I don't silence my phone in case there's an emergency in the house such as plumbing or heating/air issues. Hopefully everything stays consistent as it has been, all my guests have been great, left the house in perfect order and sheets stripped and trash thrown out.

[Andy4419]

@Marcos760 I take a slightly different approach. I actually use an AI chatbot to help handle guest messages.

It answers most common questions instantly (check-in instructions, Wi-Fi, house rules, etc.), especially the ones already covered in the guide. This helps reduce repetitive questions and keeps response time fast.

For me:

• I’m not strictly available 24/7
• The AI handles routine questions anytime
• I step in personally for anything urgent or more complex

Guests still feel supported, but I’m not tied to my phone all day. It’s been a big help in setting boundaries while still providing a good experience.

[Uliana1407]

How did you add so chatbot?

[Paula]

Hello @Uliana1407 

Thank you for asking this question. I’m tagging @Andy4419  here so they receive a notification of your message and can respond with their answer.

To tag someone, simply type @ and select the account from the dropdown menu 😊

Regards,

[Matt-And-Ruben0]

what chatbot do you use? what does it cost and how large is your operation? all whole homes? individual rooms? average nightly rate? I think all of these make a difference as to how we handle our business.. 

[Paula]

Hello @Marcos760, This is a great question, and many hosts have shared their strategies. What do you think about them?

Looking forward to hearing from you.

[Charles2088]

Hi Marcos,

Thank you for asking this question!

Yes, I make it a point to respond to every guest message as soon as it comes in day or night. In my experience, prompt communication is one of the most important aspects of hosting. Guests feel valued and reassured when they receive a quick response, especially when they are enquiring about a booking or need assistance during their stay.

My approach is simple a guest should never be left wondering. Whether it is a booking enquiry at midnight or a check-in question early in the morning, I respond immediately. This not only builds trust but also increases the chances of securing the booking.

I would advise fellow hosts to turn on notifications and treat guest communication as a priority. A quick response can be the difference between a confirmed booking and a guest moving on to another listing. The few minutes it takes to reply are always worth it.

Happy hosting to all!

[Cathy1312]

I answer questions as long as I am awake. I turn my ringer down so unless someone has an emergency I will not hear it. I think it is good to respond asap after all it is our property that we are renting out. 
I haven’t had any weird messages except for the people asking where more caffeinated coffee is. I responded the next day with, everything there is complimentary. 
I just want to know what’s going on all the time in case of emergency. I think I would screen my messages and if it’s silly like where is a light switch that is obvious, I would wait on that. Some people are more needy than others. 

[Guy991]

Hello @Marcos760 ,

I am available 24/7. I’ve had occasions where a drunk guest couldn’t find the keys in the garden and called me at 2:30 AM for help, but that is an extreme situation.

What I do is anticipate their questions and leave a very detailed house manual in the property. I also message guests several times to remind them to check the book.

For example, when a guest once asked me where the switch for the balcony light was, I added it as a separate chapter in the manual; since then, I’ve never had another guest repeat the question.

Regarding checkout, it makes sense to get a message at 3:00 AM because they might have an early flight and are about to leave.

The day before checkout, I send a detailed explanation of where the trash bins are and how I expect the house to be left.

The more proactive you are, the less you will be bothered later. If you automate the process correctly, you won’t even have to think about it anymore.

I hope something here will help.