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 @Krystin24 👋

It’s good to hear most guests prefer texting or using the app! 

I love that you're so welcoming to our furry family. It makes travelling with them so much easier. I love taking our pup away with us, but we usually end up camping as it's a lot easier. 

Shottisham is lovely place and near Hollesley and Shingle Street which is my favourite place to visit for fossil hunting! I do love Suffolk! 

[Jessica369]

I love getting that first message out sharing gratitude and warm outreach. There are so many amazing Airbnb‘s and hosts and we are excited when travelers choose our property! Hosts are proud of their rentals, right? As a guest, I love when hosts reach out as though it was personal and not just one more task for the day. As a host, I try to make sure each guest feels that as well. 

That initial message can be scheduled easily so that no guest is missed. A thank you, a simple confirmation of dates, check in times, along with a quick reminder of our guidebook page and our Airbnb listing for easy details about where they will be staying. seems to cover all the bases. It gives them the opportunity to reach out about early check-in or late checkout, it gives them time to double check dates, and the Airbnb listing page allows hosts to cover so many great details about location and house rules. Reminding guests that it’s available to them helps answer so many questions right off the bat.

I have found that the week before check-in is a great time to share a few extra details and reminders with guests as they get ready to travel. A reminder of how their door code will be sent to them, detail about how to check into the property, where to go, where to park. The initial message can sometimes get forgotten, so scheduling an easy update helps to confirm some of these questions. 

[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 

[Rebecca]

Hi @Jonny120 👋

I agree with the short messages, sometimes there is a risk of information overload! 

Having the paper info on the bed is a nice touch too.  Do you find guests actually use the kitchen and living room much, or do they mostly stick to their room? 

[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.

[Rebecca]

Hi @Gregory118 👋

Photos definitely help and hopefully now that photos and videos can be added to scheduled messages, it must help, especially for guests who aren’t used to Airbnb or key-pad entries.

Being out of town probably makes it trickier when something goes wrong, especially with tech. Have you thought about adding short video clips to your scheduled messages for things like the keypad or appliance quirks?

[Karen114]

I do a brief welcome message and also include a link to  the digital guest guide so they can get started planning things to do and see right away.  Nobody reads the guide 😐.

Then leading up to their stay we do a drip email campagin mentioning things to do in the area with travels tips  and a little bit about the property.  As we get closer to stay dates,  a link is sent again for guest guide. 

Several days before arrival SMS and channel messages are used to make sure they are getting the pertinent info such as door codes, address,  parking directions etc.  

Most of the time the information is well received and mentioned in our reviews.  Some guests do not agree and think it's too much.  I would rather be too much than having someone standing at the door at midninght not knowing how to get in 🙃

I use a PMS, OwnerRez so it is easy to set the automation off at the right times. 

[Rebecca]

Hi @Karen114 👋

Thanks for joining in with the conversation. I like the idea of sending info to guests in 'layers'. At least the guide is there if they need it.

Are your emails all automated? 

[Karen114]

@Rebecca  Yes everything is automated to go off at the time it makes the most sense to receive.  Small bites 😊