Respond quickly to guests

Timely, clear communication is key to five-star hosting. Guests say receiving helpful instructions and fast responses is crucial. Strive to provide the information guests need, when they need it.

People are balancing a lot when travelling. Aim to provide useful information without giving guests more than they can absorb.

• Schedule quick replies. Quick replies are short, pre-written messages you can set up to automatically share details with guests at key moments. For example, many hosts include directions to their place in a scheduled welcome message the day before check-in.

• Write a thorough house manual. Include clear guidance for where to find important things and step-by-step instructions for devices and appliances.

• Post useful information in multiple places. You might leave operating instructions near the thermostat and outdoor grill as well as in your house manual. Guests should be able to find the details they need without having to search for them.

Guests expect you to reply quickly, especially on the day of check-in or if issues arise during their stay. For non-urgent questions, it’s reasonable to respond within 12 hours, though it’s best to respond as soon as possible. For urgent matters, like missing a key to get inside, you should respond within an hour.

• Set up notifications. Use the Airbnb app to stay on top of guests’ messages. Turn on notifications in the app and in your device’s settings, keep your device handy with the sound on, and check for messages periodically during stays.

• Have a backup plan. Arrange for help when you’re not available. Find a co-host or other support person and share their contact information with guests.

• Use quick replies. These allow you to respond to certain questions even faster by writing answers in advance. You can edit Airbnb’s templates or create your own. For example, you might set up a quick reply listing your favourite nearby restaurants to send when guests ask for local recommendations.

Try to look at every situation from the guest’s perspective, especially when things don’t go as planned. “Good communication helps guests feel taken care of, which is the heart of hosting,” says Sadie, a Superhost in Santa Fe, New Mexico.

• Stay calm. Unexpected issues can be challenging for everyone. Focus on resolving the matter at hand.
• Be transparent. Let guests know that you’ve received their request and that you’re working on it. Explain when you expect to find a solution and how you’ll keep them informed.
• Respond with empathy. Put yourself in the guest’s position. Even little things can feel like a big deal when they’re away from home.

Information contained in this article may have changed since publication.