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?

[Rebecca]

Hi @Jessica369 👋

Oh I agree, getting that first message out early is a fabulous way to set the tone. I love a good scheduled message too! How do you make them sound personal to the guest and not just reading like an auto response? 

[Jonny120]

I totally agree - the first messages are important and agree with others that critical house rules and or managing expectations should be included and emphasised to avoid poor reviews later as in my experience too many guests do not read the listing - especially house rules (as well as very clear details in the listing such as amenities). I say keep messages short, but generate a bit of a conversation, which means more details can be brought in. I think of work etiquette and how long emails don't work, but a series of shorter ones with 1 or 2 points, inviting a response work better. 

I have received loads of positive feedback appreciating details as well as 100% 5 star rating on communciation. I use information giving, such as alerting Guests to the paper copy of 'Information' on the bed, which includes wifi passwords etc and other welcoming info to slip in a house rule or remind them of the size of the room (which is mentioned so many times in the listing but people still dont read it!)

A typical first message from us includes:

- Looking forward to hosting you and hope your travels go well

- Give us your estimated ideal check-in time, and we'll do our best to meet your needs (self-check in details, etc if timings require this/allow will follow their response)

- (if not provided) tell us a bit more about yourself - we love to know who we're sharing the space with

A follow-up message once they give us a check-in time typically includes

- Thanks (and details of self-check in time/our availability) 

- The room is very small and comfortable - please use the kitchen and living room if you need more space to relax (times you can do this are on the listing and on the welcome sheet)

- Please let us know if you need something at the time for example extra towels, blankets, cleaning,  heater, fan etc at the time, during your stay and not after the fact in a review when we can't do anything about it

- Physical copy of Welcome Information sheet is full of useful information, including wifi passwords, eateries, places to visit and maps, as well as house rules as per the listing

- Looking forward to meeting you and hosting you. 

We've learnt to explain why we might emphasise something in the house rules - such as 'we've had a few issues with ....so just want to make sure you know that... so please do not... thank you for your understanding. This gets positive responses and everyone's clear.

Hope thats of interest. I appreciate each situation and listing is unique but this works really well for us.

Jonny 

[Gregory118]

We're host to a "monthly stay" kind of Airbnb, and find that we can always improve our instructions and tips in the arrival and departure process,  even making use of photos.  This might be of more importance to us as we are out-of-town hosts.

Also, I think we are more prone to the "newby" Airbnb'er, who is not necessarily comfortable with navigating the site and/or the communication process,  particularly during check-in.

Case in point was a call from a recent guest, brand new to Airbnb, trying to use our key-pad system and not having any success and a bit panicky over it;  luckily we could pick up immediately and take her through it step by step in a calming manner;  all was good after that.

After reviewing our arrival guide with a more critical eye, we revamped it,  plus giving more attention to the less experienced guests.