As an Airbnb host, managing my property and ensuring a smooth guest experience can be demanding. From remembering to send check-in instructions to providing timely updates about property maintenance, it's easy to overlook important details. However, with the help of automated messages, I've streamlined communication and elevated my hosting game while maintaining a personal touch.
The Purpose of Automating Messages One of my main goals in automating some messages was to take the mental load off myself as a host. Remembering to send key messages became a challenge when managing a property and working a full time job, but I still wanted to provide excellent customer service. Automated messages allowed me to focus on personalized interactions while ensuring that crucial information never slipped through the cracks.
Enhancing the Guest Experience I quickly realized that automated messages played a pivotal role in enhancing the guest experience. One time, I forgot to send a text to a guest in the morning to let her know that our pool maintenance guy would be letting himself into the backyard. She was caught off guard when he showed up, and I knew I had to make sure it never happened again. By automating a message to inform guests about scheduled maintenance activities, I could keep them aware of what was happening with the property, leading to more 5-star reviews and satisfied guests.
Types of Automated Messages To ensure a seamless experience for my guests, I've set up several automated messages. I also made the decision to not automate certain types of messages. If you're new to hosting, I would recommend less automation versus more. By responding personally to most messages you'll get a feel for what types of communications can be automated in a natural way and what types of messages would feel clunky if they were sent by a computer. Below is my general workflow of messages. Please feel free to copy and customize for your own listing.
Booking Confirmation: I don't automate this message. I would say 98% of the time the guest has some kind of question when they book. My husband and I have stayed in Airbnbs where we asked a question upon booking and got an automated message that didn't address our question. That experience can feel inauthentic. Remember, Airbnb is all about personalized hospitality. For this reason, we always respond to the booking request personally. We thank them for booking, address any questions, set the expectation that a check-in code will be sent the night before their arrival and let them know to reach out with any questions.
Check-in instructions: I provide guests with detailed instructions and a door access code to make their arrival hassle-free. We experimented with sending this the morning of arrival but we usually had guests reach out wondering when they would be getting the code. I totally get it, travel can be stressful and you don't want to worry that the host may forget you're arriving. We switched to sending the info the night before and have not had any issues.
Automated message:
Good morning {guest name}, We're so excited to have you stay with us! We've added an access code for you to use our lock. You'll be able to use the code {arrival date and time - departure date and time}. TO UNLOCK: From the outside, press the home logo and enter ####. TO LOCK: From the outside, press the Lock logo. From the inside, turn the thumbturn. Here's our guidebook if you want any recommendations for local places (link to guidebook). Please don't hesitate to reach out with any questions.
Maintenance reminders: Guests receive friendly reminders in the morning when lawn maintenance or pool cleaning is scheduled, keeping them informed and avoiding any surprises.
Automated message: Hi {guest name}, Just a friendly heads-up that our lawn maintenance guy, Alex, will be coming today between 11 and 2 to keep the property in top shape. If you need anything, I'm just a text away!
Automated message: Hi {guest name}, Just a heads up that our pool guy, John, will be at the house to clean the pool today between 12 and 3. There's no need for you to be home during this time, he comes through the back gate, we just didn't want to catch you off guard. Please let us know if you have any questions.
Trash collection reminders: A night before trash collection day, I send a reminder to ensure guests adhere to the property's guidelines.
Automated message: Hi there! Tomorrow is trash collection day, so please remember to place the bins outside by the curb. Thanks for helping us keep the place tidy!
Check-out instructions: We send this message at 6pm the night before check-out. Our check-out instructions are pretty low-maintenance. If you're asking the guest to clean more I would recommend sending instructions 24 hours before check-out.
Automated message: Hi {guest name}, We hope you enjoyed your stay! Just a reminder that check-out is at 10am and the check-out instructions for tomorrow are listed below. Please let us know if you have any questions.
Please leave used beds unmade
Please leave used towels hanging up
Put any last minute dishes in the dishwasher
Make sure to turn off the stove and any lights
Replace any furniture that was rearranged
Please lock doors
Thank you for staying with us and safe travels home!
Personalizing Automated Messages While automation is key, I always strive to maintain a personal touch in my messages. I make sure they sound like something I would write in a normal text, and I always let guests know they can reach out to me with any questions. In fact, this occasionally leads to personal conversations, ensuring that guests have a high-touch experience.
Benefits of Automated Messaging Implementing automated messaging has brought tremendous benefits to both me as a host and my guests. It has lightened the mental load of remembering to send standard messages, allowing me to focus on providing exceptional customer service. At the same time, guests feel informed and well-cared for, which leads to more positive reviews and satisfied guests.
I hope this information was helpful. Happy hosting!
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