Guest Communication for Vacation Rentals: Tips & Best Practices

Elevate guest communication for vacation rentals with these expert tips. Maximize guest satisfaction and build great rapport for a successful vacation rental business.

A stunning vacation home with quality amenities is just one piece of the pie for impressing guests. But it won't mean a thing unless you prioritize guest communication for vacation rentals.

A stellar stay starts way before guests check in at your property. Picture guests sending you messages and asking questions, and you straight up ignoring them. It doesn't create a very welcoming atmosphere, does it?

We get it. There's a limited number of times you can explain to guests how to self-check in without losing your mind. And yet, there are tips and hacks to avoid the nitty-gritty while establishing great rapport. In this guide, we'll deep dive into them.

When to Communicate With Guests

Guest communication for vacation rentals doesn't stop when visitors book with you through OTAs like Airbnb or your own book-direct website. In fact, that’s when it begins.

Here are some prime times to communicate with visitors and have them longing with anticipation for their upcoming trip:

• Just after booking. This is your chance to show that you're more than a vacation rental. Thank guests for entrusting you with their stay, and paint a picture of a welcoming and helpful host.
• Two or three times before arrival. Share information in tiny bites to pump up guests' excitement for their visit. It could be things to do in the area, local attractions, or the amenities you'll offer.
• On the check-in day. Share valuable information for guests' check-in, such as how to get to your apartment, where they'll find the keys, and when they can check in.
• After the check-in. Follow up with guests to ensure they have everything they need for their stay. Show that you're available to accommodate them further.
• Before their departure. Share valuable information for guests' check-out, such as when the check-out is, where to leave the keys, or any special instructions you might have for them.
• After check-out. Thank guests for a wonderful stay with you. Encourage them to leave a positive review, and show your availability to host them in the future.

Best vacation rentals communication tips

Common Guest Communication Challenges for Hosts

If you've been hosting for a while, you're probably aware of communication and guest service challenges. So let's address the elephant in the room before sharing insights on how to face them:

1. High-maintenance Guests

High-maintenance guests are a thing, and they usually have specific needs and demanding requests that exceed what you offer. They're harder to please and might cause you problems throughout their stay. Especially when it comes to communication, they might request 24/7 support.

2. Repetitive Guest Queries

Guests don't always read the information you share, so they might ask more than once about the same issues. For example, they might ask about your vacation rental check-in or how to find the property. This can be time-consuming and draining for hosts.

Vacation rental communication and guest services

3. Impersonal and Robotic Messages

Copying and pasting the same message to all guests without personalization will make you sound robotic and cold. Guests want to feel special. So, you might consider investing in a direct-booking website that'll facilitate guest communication and allow you to add personal touches.

4. 24/7 Availability

Staying on top of your inbox is a full-time job. But as a business owner and a human being, your time is limited. You might do things manually for one or two properties, but if you handle larger portfolios, 24/7 availability is simply impossible.

Great tips for vacation rental communication

Tips for Effective Guest Communication for Vacation Rental

1. Be Accessible

Excellent communication and guest services start with an accessible host. So don't check in guests and forget their existence. Always have your phone with you and be ready to answer additional inquiries. Respond to their messages with empathy and patience, and be resourceful to make this a five-star experience.

2. Provide Clear Information

Lose the jargon and the slang, especially if you host international guests. Instead, use simple language and concise information to appeal to different audiences. Doing so will save you time from answering the same questions and add value to your guests' experience.

Communication tips for vacation homes

3. Set Up Automated Messages

What are your guests' most popular questions? Use the answers to create message templates and schedule them to be sent automatically. It could be house rules, check-in instructions, and local recommendations. This will save you lots of time and leave guests with positive impressions.

4. Personalize Messages

Avoid robotic guest communication for vacation rentals by adding personalized touches to guests' messages. For example, you can add your guest's name or cater recommendations for things to do in the area. This will show guests that you value them and create a personal connection for the long run.

Helping guests with travel planning

5. Be Professional and Friendly

This is no office or corporate setting. It's one person renting from another, hoping for an unforgettable stay. So don't feel the urge to write messages to guests as if you're talking to your boss. Keep things casual yet professional, with friendly touches to show that you genuinely care about them.

6. Create a House Manual

Consider creating a house manual or, better yet, a digital guidebook. Include all the information guests need throughout their stay to avoid repetitive questions. For example, include instructions on operating the house and electrical devices, dos and don'ts for their stay, travel tips, and more. Forward it to guests before arrival so they can read it at the time that suits them best.

Communicating with guests through vacation rental websites

Establish a Winning Guest Communication Strategy for Vacation Rentals

Efficient guest communication should be fast and helpful, but not at the expense of your own mental health. As a host, you should also have the time to focus on other parts of your business. So, automating communication and guest services is imperative.

At Houfy, we prioritize trust and allow members to be able to connect directly before making a reservation. After that, we support direct communication between guests and hosts for a winning overall experience. List your property today and benefit from a direct-booking solution without additional fees.