How to effectively communicate with guests before their stay

[Rebecca]

Getting the first message right can set the tone for the whole trip. Some hosts keep it short and sweet with just the essentials, while others like to share more detail up front, things like house rules, check-in steps, or even a few local recommendations.

There’s no single “right way” to do it, and that’s what makes this interesting. Do you find that less is more? Or do your guests appreciate having all the information in one go?

I’d love to hear how you handle it. What do you always include in your first message? And have you found any little touches that make a big difference?

[Lorna170]

@Rebecca   Guests DON'T READ.  

IMO, it is best to mention the critical house rules in the description or on the photo captions.  Going through the amenity lists and adding notes where available is also useful.  Guests rarely seem to delve as far as House Rules.  

Once a guest has booked, I follow up with the booking thank you message which contains the arrival and departure dates and times of the booking, the number of persons and pets staying, and what communication(s) they will receive prior to arrival, i.e., driving and access directions, places of interest, where to eat, etc.  I reiterate the house rules and what amenities are available.  

[Rebecca]

Hello @Lorna170 👋

Thank you for sharing your approach. Putting the important house rules in the description and photo captions sounds like a good idea. I also like that you can add notes to the amenities. 

Do you get many guests tactually reply to your follow-up messages, or do most just read and move on? 😊

[Hagen24]

After playing around with different options, I find it suitable to send a welcome message right after the booking and let the customer know, that he will get additional details two days before his arrival.

And two days before he gets a detailled message with all the information he needs to know.

Since our guests book weeks or even months before their stay it helps to get the information right before their arrival. In the beginning guests were sttruggling with finding the information they have been sent right after the booking, if this happened weeks ago.

[Rebecca]

Hi @Hagen24, thanks so much for your reply. That sounds like a good way to do it. I can imagine people (like me) do tend to forget things if there’s too much time between booking and their stay. Splitting up the info probably saves you a few repeat questions too.

Do you ever get guests asking for extra details even after you’ve sent that second message, or does it usually cover everything they need?

[Kiera145]

Hello Rebecca! 

Communicating with guests is one of the top things that can lead to getting a 5 star review. We are consistently getting reviews mentioning our responsiveness and ease of communication. 

Our first message goes to the guest (automatically) 5 minutes after booking.  We thank them for booking their stay with us and let them know we are looking forward to hosting them. 

Then I give them the link to our guidebook.

Then I tell them that there will be another message coming their way a few days before arriving and to keep an eye out for it. That is the message that I give all of check in information in. 

I then let them know that they are free to reach out with any questions or thoughts and we are happy to help. 

Three days prior to arrival, our check in message (again, automatically) is sent with all of the details in 1, 2,3 information format.  I find that keeping steps or information like this brief, friendly and bulleted -all with the aim to serve the guest -  is best.  It must be working because almost all guests never have an issue and chec in/check out usually goes very seamlessly with only positive reviews.

Hope that is helpful! Feel free to reach out if there is anything you'd like clarification on. 

Cheers,

Kiera

[Rebecca]

Hi @Kiera145, 

It sounds like you’ve got a tidy system sorted, kinda like @Hagen24. I really like the idea of sending your guidebook. I bet it makes them feel super excited about their visit and all the wonderful things to see. 

Did you have this set up from the beginning, or was it something that grew over time? 

[Grant360]

I do the same as most others. Guest get the confirmation auto sent after they book letting them know there will be more info coming closer to their check in date. I also manually send our Guidebook so they can look into things to do while here. 
a few days before check in they are sent the directions, WiFi info and code to enter, we use the last 4 digits of their phone number so it’s easy for them to remember. 
in the Dome we have a list of rules and instructions on how to use things. 
There will always be those that don’t read the  listings and constantly message with questions. I’ll answer and refer them back to the listing. That usually stops the messages. 

[Rebecca]

Hi @Grant360 👋

Thanks so much for sharing with us. There's a lot of like-minded hosts here! Using the last four digits of a guest’s phone number for the entry code is clever and must save a lot of confusion for the guest. And having instructions in the Dome itself probably helps too - I had to head to your listing to check out the Dome! How awesome is that?! 😍

Do you ever get guests who still can’t remember the code or mix it up, or does your system catch most of those issues?

[Karina1088]

Hola estimada comunidad, me ha servido mucho enviar mensajes personalizados donde coloco la información más importante en la plataforma, además de colocar pequeños letreros dentro del departamento, así tienen las reglas de la casa siempre presentes 😊

Saludos..

_______________________________________________________________________
 
Google Translation added by Community Manager:  

Hello lovely community,
I've found it really helpful to send personalised messages with the most important information through the platform. I also put up small signs around the flat, so the house rules are always visible. 😊

Best wishes.

[Rebecca]

Hi @Karina1088 👋

Thanks for stopping by! I love a good sign! It is true, some people do miss things online all the time. 

Have your guests every commented about the signs? 

[Karina1088]

Por supuesto!! Me han indicado que les ha ayudado mucho ☺️!

Además dibujé un mapa de ubicación con las calles y los lugares cerca de la propiedad...

Normalmente los huéspedes no leen las normas de la casa en la página, pero como están dentro del departamento, es algo q no pueden olvidar 😊!!

Saludos..

[Krystin24]

We keep communication warm, professional, and organized! Guests get a few friendly messages through Airbnb quick replies and our TouchStay guidebook, so everything they need — from check-in details to local favorites — is right at their fingertips.

Because we’re proudly pet-friendly, our messages include a few fun “paw-sonal” touches 🐾 to help guests and their pups feel at home. Right before check-in, we share our direct phone numbers so they can reach us anytime.

We love helping other hosts craft great guest messages and offer co-hosting services for anyone wanting to make their hosting experience smoother and more personal.

[Rebecca]

Hi @Krystin24 👋

Aw, those pet-friendly touches must go down well with guests bringing their dogs 🐕 . I didn't know you could share your phone numbers! It must be easier if guests needs help last minute.

Do you ever find that guests call you for random things? 😅

[Krystin24]

Hi Rebecca:

Fortunately, guests do not call often - most like to text us directly or use the AirBNB app. It is nice for them though if there is an immediate issue (battery in remote keyless entry died :(. 

Being a dog lover myself, we are thankful to have found a way to incorporate this love within the home and make our property dog-centic vs. being just dog tolerant or dog friendly. 

I noticed you are in Suffolk Coastal District in the UK. My dad was in the military, and we lived in Shottisham (near Ipswitch) for several years when I was younger.  I absolutely love it over, have fond memories and hope to return one day. 

Warmly, 

Krystin