I recently posted this in my FB Group and thought it might be of interest to share. Love to hear your own thoughts - don't be too harsh!
The $900 Text Message That Changed Everything
Why Great Communication Is Your Airbnb's Secret Weapon
It was 10pm when my phone buzzed. "Hi! Just arrived but can't figure out the lockbox. Standing outside in the rain"
3 years ago, I would have panicked. Thrown on clothes, driven 1.5hrs up to my property, and spent the next hour apologizing profusely while secretly cursing myself for not explaining the lockbox better. Instead, I sent a quick voice message walking them through it, followed up with a warm "Hope you're settling in well!" text, and went back to sleep.
That guest left a glowing review mentioning my "incredible responsiveness" and has booked with me three more times since. Each stay? About $900. That's $2,700 in repeat business from one 30-second voice message.
Here's what I wish someone had told me when I started hosting: Communication isn't just good customer service. It's the difference between a struggling side hustle and a thriving business.
The Hidden Cost of Bad Communication
When I started hosting, I thought communication was about being nice. Send a welcome message, respond to questions, maybe check in once. But after managing over 2,000 bookings, I've learned that communication is actually about three things: trust, clarity, and timing.
Bad communication doesn't just create unhappy guests—it creates expensive problems. That time I didn't clearly explain the parking situation cost me a $150 cleaning fee when frustrated guests tracked mud through my house. The week I was slow responding to booking inquiries cost me 3 reservations to faster competitors.
But here's the thing that surprised me most: Good communication doesn't just prevent problems. It actively makes me money.
The Communication Sweet Spot
The best-performing hosts I know have cracked a code that I missed for years. They've figured out exactly when and how to communicate to maximize both guest satisfaction and their own efficiency.
Take my good friend Sarah, who manages 8 properties in Queensland. She sends three messages to every guest: A booking confirmation with key details, a pre-arrival message 24 hours before check-in, and a quick check-in follow-up. That's it. No novels, no constant checking in, no overwhelming guests with information.
Her secret? Each message serves a specific purpose and prevents specific problems. The booking confirmation sets expectations and reduces anxious pre-trip questions. The pre-arrival message eliminates 90% of "How do I get in?" texts. The check-in follow-up catches issues before they become complaints.
Result: 4.9-star rating across all properties and guest messages that consistently praise her "seamless communication." I've adopted her system and seen similar results.
The Messages That Make Money
Not all communication is created equal. Some messages prevent problems, others create opportunities. The money-making messages are the ones that turn my one-time guests into repeat customers and enthusiastic reviewers.
The welcome message where I mention local coffee shops my guests love. The check-out message where I thank them by name and invite them back. The follow-up email I send three months later with a returning guest discount.
These aren't just nice touches—they're business strategy. My repeat guests book often, leave better reviews, and refer friends. They're worth 3-5x more than one-time visitors.
My Communication System
Here's what I've learned works: Create a simple system that covers the guest journey without overwhelming anyone. My guests want to feel taken care of, not managed.
Before Arrival: I send one message with everything they need to know. Parking, check-in process, WiFi, house rules. I make it scannable with bullet points or emojis. I include my phone number and best times to reach me.
During Stay: I only communicate if they reach out first, or if there's something time-sensitive they need to know, like a bush fire warning. Nobody wants to feel watched.
After Departure: I send a genuine thank-you message within 24 hours. I mention something specific about their stay. I invite them to return.
The key is consistency. Every guest gets the same high-quality communication experience, whether it's my first booking or my hundredth.
When Communication Goes Wrong
Last month, I got a message from a newer host that I assisted through the Ambassador program: "My guest is complaining about everything. Says the place is dirty, the WiFi doesn't work, and I'm impossible to reach. I responded to her message three hours after she sent it!"
Three hours might not seem long, but in guest time, it's an eternity. When someone's standing in your property with a problem, every minute feels like ten. And once they're frustrated, everything else becomes a bigger deal than it actually is.
The fix isn't being available 24/7. It's setting clear expectations about response times and having backup solutions ready. I tell my guests I typically respond within one hour (30mins if I can) during the day, and I leave detailed instructions for common issues so they don't have to wait for me.
The Bottom Line
Good communication has transformed my hosting business in ways I never expected. My guests book longer stays when they trust I'll be responsive. They're more likely to follow house rules when I've explained them clearly. They leave better reviews when they feel cared for rather than managed.
But the biggest change isn't in my booking revenue—it's in my stress level. When I nailed my communication system, hosting became dramatically easier. Fewer panicked late-night calls. Fewer misunderstandings. Fewer bad reviews.
That 10pm lockbox text? Years ago, it would have ruined my night and probably resulted in a mediocre review. Now it's just another opportunity to show up for my guests in a way that keeps them coming back.
My communication style doesn't have to be perfect. It just has to be clear, consistent, and genuinely helpful. Master that, and you'll discover what I've learned: Great communication isn't an expense. It's an investment that pays dividends every single booking.
