The Importance of Guest Communication: How to Keep Guests Happy and Informed

In the world of short-stay rentals, communication is everything. It’s not just about providing a roof over your guest’s head—it’s about creating an experience they’ll remember. One of the simplest yet most powerful ways to ensure happy, satisfied guests (and glowing reviews!) is through clear, timely, and thoughtful communication.

From the moment a guest inquires about your property to the day they check out, keeping them informed every step of the way is key to a smooth and enjoyable stay. In this post, we’ll explore why effective guest communication is so important and how you can keep your guests happy and informed from start to finish.

1. The Pre-Booking Phase: Setting Expectation

This is where the magic begins! Potential guests are browsing, comparing, and dreaming about their stay. When someone sends an inquiry, your response time and the clarity of your communication are critical.

Prompt Responses to Inquiries

Guests want quick answers. Responding to booking inquiries within an hour (or faster, if possible) can significantly increase your chances of securing a booking. If they’ve asked about availability or requested more details about the property, a prompt and friendly response will give them confidence that you’re an attentive host.

Clear Property Descriptions

Make sure your listing is packed with detailed, accurate information. This will reduce back-and-forth messages and help guests feel informed before they even reach out. Highlight key amenities, house rules, and anything unique about your space that they might want to know. By being upfront and transparent, you can manage expectations and avoid any misunderstandings later.

Transparent Policies

Whether it’s the check-in/check-out times, your pet policy, or additional fees like cleaning costs, laying everything out clearly at the start can prevent confusion or frustration down the line. No surprises = happy guests!

2. Pre-Arrival Communication: Building Anticipation and Trust

Once a guest has booked, it’s time to roll out the red carpet (metaphorically, of course). This stage is all about making your guest feel welcome and prepared for their upcoming stay.

Confirmation and Welcome Message

After a booking is confirmed, send a personalised message welcoming them to your property. A simple “Thank you for booking! We can’t wait to host you” goes a long way in building rapport. Include a brief overview of what to expect and let them know you’re available for any questions.

Detailed Arrival Instructions

Make the check-in process as smooth as possible by providing step-by-step instructions. If you’re using a key box, send the code ahead of time, along with clear instructions on how to find the property, where to park, and any other arrival details they’ll need. Guests will appreciate not having to chase you for this info!

Local Recommendations

Guests often love to receive a few local tips to enhance their stay. Whether it’s your favourite nearby café, a hidden beach, or the best spot for a morning walk, offering some local insight can make your guest’s experience even more memorable.

3. During the Stay: Staying Available Without Being Overbearing

Once guests have checked in, the goal is to give them the space to enjoy their stay while reassuring them that you’re available if needed.

Check-In Follow-Up

A quick message shortly after check-in to see if everything is going well can be a nice touch. Something like, “Hope you’ve settled in! Let me know if you need anything,” shows that you’re attentive without being intrusive.

Proactive Support

Be available to address any issues that might arise, but let the guest initiate contact. By providing a phone number or messaging option for them to reach you, you’re giving them peace of mind that if something goes wrong (like a tricky TV remote or a missing kettle), help is just a message away.

Mid-Stay Check-In (for longer stays)

For guests staying longer than a few days, it can be nice to send a polite mid-stay check-in. A message like, “Just wanted to make sure you’re enjoying your stay. Let me know if you need anything or if I can assist in any way!” shows that you care about their experience and are ready to help if necessary.

4. Handling Issues: Resolving Problems Quickly and Professionally

Even with the best preparation, things can sometimes go wrong—it's part of the gig. Whether it’s a malfunctioning appliance or a noisy neighbour, the way you handle guest issues can make or break their stay.

Timely Responses to Concerns

When a guest raises a concern, time is of the essence. Responding quickly and with a plan of action demonstrates that you’re committed to resolving the issue. Even if the problem can’t be fixed immediately, keeping the guest informed shows them you care.

Empathy and Solutions

Approach problems with empathy, and offer solutions. A broken heater? Provide extra blankets while you arrange for repairs. If guests feel heard and supported, they’re more likely to overlook minor hiccups and leave a positive review.

How to Handle Difficult Guests

Difficult guests happen. The key is to stay calm, professional, and focused on finding a solution. Whether it’s addressing a complaint about noise or handling an unreasonable demand, maintaining a positive attitude and looking for a compromise can help diffuse the situation.

5. Post-Stay Communication: Leaving a Lasting Impression

Your guest’s stay is over, but your communication doesn’t end there! Post-stay messages can help create a lasting positive impression and encourage repeat bookings.

Thank You Message

Send a personalised thank-you note after check-out. Something like, “Thank you for staying with us! We hope you enjoyed your time and hope to host you again soon,” leaves a positive lasting impression and shows that you value their business.

Encouraging Reviews

It’s okay to ask for feedback! Politely ask the guest to leave a review, as reviews are crucial for building trust with future guests. A simple, “We’d love to hear about your experience—please feel free to leave a review!” can prompt a great response.

Loyalty and Repeat Guests

If your guest had a great stay, why not invite them back? Offer a small discount or special rate for a future booking to encourage loyalty. Repeat guests mean less time spent attracting new ones, and they often leave even better reviews the second time around.

6. Tools and Platforms to Streamline Guest Communication

Managing communication manually can get overwhelming, especially if you’re handling multiple properties. Thankfully, there are plenty of tools to help streamline the process.

Using Messaging Platforms

Platforms like Airbnb’s built-in messaging system, or third-party tools like Hospitable or Smartbnb, make it easy to manage guest communication. They keep everything in one place and can even send automated responses to common questions.

Automated Messaging

Set up automated messages for key points in the guest journey—confirmation, check-in, check-out, etc. This takes some of the pressure off while ensuring guests receive timely information.

Maintaining a Personal Touch

While automation is great, it’s important to balance it with personalisation. A warm, friendly tone goes a long way, so personalise key messages where appropriate, especially when following up on issues or thanking guests for their stay.

Conclusion: Let Us Handle It All For You!

Effective guest communication is the backbone of a successful short-stay property. From the moment they make an enquiry to the time they leave a review, keeping your guests informed and happy is key to creating positive experiences, great reviews, and repeat bookings. But managing all that communication can be time-consuming and stressful.

That’s where we come in! At Esc, we specialise in short-stay property management, and we know how to keep your guests smiling from start to finish. From handling enquiries and check-ins to dealing with any issues that arise during their stay, we take the stress off your plate. Our team ensures that your guests are always informed, happy, and well taken care of—leaving you free to enjoy the benefits of your investment without the hassle.

Get in touch today to learn how we can help manage your property and keep your guests coming back for more!