Superhost…guest communication

[Santa186]

I Always respond to my clients, always do, no matter what the question or situation is, I always answer.

I try to have a good communication with them, before I go to bed I always ask in a nice way if they need anything, I explain to them that I got to sleep  but in case of emergency a will be there for them.

it works very good for me, they never call.

[Vivek143]

Great Insights !

[Paula]

Hello @Santa186, this is a great strategy, thank you for sharing it!

How do you manage messages you receive during hours when you’re not available, for example at night if something unexpected happens?

Looking forward to learning from your experience.

[Santa186]

Hi @Paula  🙋‍♀️,

Thanks for asking!
To handle nighttime emergencies, I keep a separate, dedicated phone specifically for the Airbnb platform. If that phone rings at night, I know immediately that it is a genuine emergency that needs my attention.

[Sarah7024]

@Santa186 Curious how you have the phone set up with that in mind? Do you only have communications through the app or do you provide the guests with a phone number as well? What have you been contacted for in the middle of the night? 

[Santa186]

Hi @Sarah7024 

For the middle of the night, I strictly use the app. Of course, my guests do have my personal phone number as well, but I make sure to set clear expectations in advance.

I let them know upfront that they can contact me via phone or the platform during the day, but from 10:00 PM to 7:00 AM, I only monitor ONLY EMERGENCY communications through the platform .

Like I've said before, the key is simply to communicate clearly with your guests and always treat them the way you would want to be treated yourself.