[Ep 4] Messaging 101

Superhost Unveiled

Are your messages helping you get amazing reviews? Are you getting reviews at all? If you answered "no" to either of these questions, this is for you.

From day one we invested in automatic messaging. It was an important investment that not only saved us time and energy but also ensured consistent messaging across all guests. In total, we have five automatically scheduled messages. We also have three manual messages that we think is a secret weapon when getting more 5-star reviews.

Booking Confirmation

Immediately after booking, guests receive a welcoming message from the hosts. This prevents any question about if payment went through and instantly sets a standard for the hospitality they can expect during their stay.

10 day's out

Ten days before the guest is scheduled to arrive, our next message is sent. This message includes our digital guidebook as well as check-in instructions. You'll notice that we include check-in instructions consistently in our pre-visit messaging to help ensure a smooth check-in experience (one of the parameters for a review).

7 day's out

Similar to the last message, this message reminds the guests of the check-in instructions as well as includes the guidebook again. Our goal is to alleviate any anxiety that a guest may feel leading up to their trip.

Secret Message #1: Early Check-In

This is our first secret messaging tip. When our cleaners finish turning a house early, we make an effort to message the upcoming guest and let them know that they can check in early if they wish to. We do this regardless of if the guests previously asked about early check-in. Many guests ask to check in early. There are cases when guests miscalculate their travel time and have to occupy their time until the official check-in. Whether the guests can check in early or not, there is no harm in notifying them that they can check in an hour or two early. In fact, your guests will likely thank you.

Secret Message #2: 24 Hour Check How Things Are Going

In our experiences as guests ourselves, neither of us can recall a time when a host has messaged us after the check-in without being prompted with a question. Why is this? Just because the guest has settled into the home, does not mean your job as the host is finished. We automatically send a simple message 24 hours after they have checked in to ensure that everything is going as planned. This allows the guests to ask questions and report any issues. This is your opportunity as a host to re-direct the course of the stay if a guest is not satisfied.

Check-out Instructions - 24 hours prior to check-out

A check-out reminder message may seem a bit condescending but never assume the guests know everything. Just because you write check-out instructions in your guestbook, your house rules, and on your listing does not mean the guest will read them. This is another automated message that has helped our guests feel confident that they checked-out properly and has streamlined the check-out process. We tell the guest exactly what they need to do before departure.

Secret Message #3: A compliment to the guest after departure

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