Communicate effectively
Communicating effectively with guests can help turn a good stay into a great one. Use Airbnb’s messaging features to share important details and reminders, respond to questions quickly and extend a warm welcome.
Starting with the basics
How you deliver information helps set the tone for a stay. Do your best to:
Be available. Turn on notifications to receive and respond to guests’ messages quickly. Annette, a host in San Francisco, says that even for minor issues, she asks guests to “contact us immediately and we’ll take care of it”.
Be transparent. Accurately portray what guests should expect. “What you tell your guests they’ll be getting and what they get when they arrive need to be congruent,” says Daniel, a host in San Francisco.
Be open. Ask guests how you can help them feel comfortable and welcome. “There are going to be things that we don’t anticipate,” says Sadie, a host in Santa Fe, New Mexico.
Be caring. How you respond to a problem can leave a lasting impression. “You can turn a tough situation into another booking if you handle it correctly, by showing empathy and working fast to resolve it,” says Felicity, a Superhost in New South Wales, Australia.
Messaging at key moments
Anticipate what guests need to know while they’re planning and travelling to minimise questions. Consider sending messages at key moments like these:
Booking enquiry or request. Having a good response rate is one of several factors that can help your listing appear higher in guests’ searches on Airbnb.
Booking confirmation. Send a “thanks for booking” message to connect and let guests know you’re available to answer any questions.
Arrival. Remind guests one to two days before check-in that they can find details and directions in their Trips tab, and share any important notes about getting inside.
During a stay. Ask guests shortly after they arrive if they have everything they need to make their stay comfortable. You can recommend your favourite local shops, restaurants and things to do.
- Departure. Send a note shortly after checkout thanking guests and asking them to leave a review. Write a review for guests as soon as you can.
Automating your messages
You can use quick replies in the Messages tab to respond rapidly or to schedule them for automatic delivery later.
A quick reply is a short, pre-written message that’s saved as a template in your messaging settings. Placeholders for details, like the guest’s first name, personalise each message by using data from your listing or the reservation.
You can create your own quick replies or edit Airbnb’s templates. For example, if you frequently answer similar questions before guests book, try saving your standard response as a quick reply.
Information contained in this article may have changed since publication.