What's your preferred form of communication with guests?

[Elisa]

Hello everyone 😊,

I hope your week is going smoothly.

I would like to discuss the way you choose to communicate with your guests.

Using the Airbnb platform to exchange messages offers advantages in terms of security and record-keeping.

On the other hand, texting allows for responsiveness and a sense of connection that can strengthen the relationship with your guests. Phone calls, meanwhile, enable direct and personal interaction, though some guests might prefer to avoid verbal conversations, especially in an international context.

What’s your preferred method of communicating with your guests: through Airbnb, by text, by phone, or perhaps by email?

Wishing you a great day,
Elisa 🌻

[Elisa]

Hi @Joyce26 😊, 

Thank you for sharing this in the community!

I am sorry about the issue you are dealing with. I am mentioning a few experienced hosts who might know how to help you: @Joan2709, @Zheng49, @Guy991, @Richard531, @Frances3408, and @Dave-and-Deb0.

Thank you in advance everyone!

Warm regards 🌻,

[Lorna170]

I communicate through the AirBnB website on my computer.  I do not use the phone App.  I do not use WhatsApp.  My guests typically do not text me and do not call me.  I am not sure that they even look at the AirBnB website once they have booked. 

I wish that AirBnB would provide me with the guest's email and a phone number once they have been paid by the guest for the booking.  I have to ask the guest for it so that I can send the guest their (State required) Rental Agreement and Welcome Package.  The AirBnB platform does not allow for PDF attachments, which is totally annoying and really archaic programming.  

[Elisa]

Hi @Lorna170 😊,

Thank you for your comment, I really appreciate it!

You are bringing up a very valid point. Feel free to share 👉 this feedback here.

Warm regards 🌻,

[ManiKu0]

I can Guests send me a Whatsapp message immediatly after booking so, it all starts from there. I prefer communication at AirBNB only, we wished to keep my personal communication at Whatsapp and Guests communication at AirBNB only. There is no such preferences.

[Elisa]

Hi @ManiKu0 😊, 

Thank you for your comment!

Do your guests also call you, or is it just texting?

Warm regards 🌻,

[Elaine701]

@Elisa 

By far, WhatsApp is the most common means of communication in Europe, and all of our guests prefer it. They use it constantly, and it's quite difficult to miss a message. And it's much faster than the Airbnb app; Instant, rather than minutes or hours. And it's  simple to send photos and other documents, links to local attractions or Google maps... etc. Also, you can see if the guest has received the message in addition to if they've read it (e g., message received - flight has landed). And WhatsApp doesn't block content that Airbnb doesn't like (e.g., certain links, phone numbers, addresses, etc). 

Most communication between host and guest is benign stuff like flight arrival times, any special requests, local info, directions etc. So WhatsApp is much better for this type of communication, and guests overwhelmingly prefer it.

But for anything involving an "issue", it's important to use the Airbnb message system. Just for posterity (not that written proof of guest misbehaviour guarantees that you would prevail in any potential dispute, but it can help). 

[Elisa]

Hi @Elaine701 😊, 

Thank you for sharing your approach here!

Do you use the Airbnb messaging system to communicate with your guests about the concerns or issues you have? Are they okay with switching from WhatsApp to the Airbnb messaging system?

Warm regards 🌻,

[Elaine701]

@Elisa 

In general, I have developed a system that minimises guest conflict "issues" that would require use of the Airbnb message system, but generally speaking, guests are unfamiliar with the Airbnb message system, and/or don't in even have the app, so the communication is by email, which can be rather slow, and even ignored if it winds up in their spam folder.

They do know WhatsApp, and use it constantly. It's instant and pretty difficult to miss a message. 

But if there's some potential dispute "issue", I switch to the Airbnb message system, and if they receive any message I send them, good, if they don't, it's not my problem. It's on record that I addressed the problem. That doesn't guarantee I would prevail in any dispute, but it can help. 

[미나3]

저는 대부분 에어비앤비로 게스트와 소통하고 있어요. 하지만 예약확정 된 고객이 왓츠앱 사용을 요청 하는 경우에는, 왓츠앱과 에어비앤비를 동시에 사용해서 소통하고 있습니다. 😊

---

I mostly use Airbnb to communicate with guests, but if a confirmed guest requests to use WhatsApp, I use both WhatsApp and Airbnb to communicate with them. 😊

Google translation added by OCM

[Elisa]

Hi @미나3 😊, 

Thank you for your comment!
It's so lovely to adapt to your guests.

Do your guests also call you, or is it just texting?

Warm regards 🌻,

[미나3]

대부분의 게스트는 문자만해요😊 

--

Most guests only text 😊 

Google translation added by OCM

[Greg2406]

@Elisa 

Good to hear from you.    We highly recommend that all Hosts communicate with Guests (after the booking) via the platforms message board AND text message.   Both have a date and time stamp on them and, speaking from experience, these are critical to have should there be any issues.    

[Elisa]

Hi @Greg2406 😊, 

Thank you for commenting here, it's always nice reading about your approach with guests.

How do you deal with guests who prefer to communicate via other messaging platforms or call you?

Warm regards 🌻,

[William2438]

@William2438 I prefer to communicate with them via text message on my cell phone rather than the app. I have way too many notifications going off on a daily basis and I don’t want to add another one. I used the text message app for 95% of my interactions with the human race so I want to keep it consistent.  After the guests book the property I send them a text message so they have my phone number and I send them a video walk-through of the house to make sure that they’re really comfortable moving forward

[Elisa]

Hi @William2438 😊, 

thank you so much for this comment! 

Your process is really interesting. Did someone help you settle this out, or did you do it by yourself?

Warm regards🌻,