BOOKING ACCEPTANCE AND COMMUNICATING WITH GUESTS
After a reservation is confirmed, both parties are given each other’s full name and phone number.
You will receive a reservation confirmation email to let you know about the upcoming reservation, which will include a link to view the full itinerary on Airbnb:
You can also get this information by logging into Airbnb and going to Your Reservations.
Should you wish, you’re able to continue messaging your guest through the Airbnb messaging platform.
Your guest will also receive their itinerary containing useful information about the reservation, such as the check-in and check-out times, your address and contact information, as well as access to their receipt, your house rules and house manual:
Whilst non-obligatory, you should also send a welcome email. This will typically include confirmation of the trip details, information on how the guest is able to get to your home from common arrival points (e.g. airports, train stations, etc.), and questions that clarify check-in details (e.g. arrival time, possession of cars and need for parking, etc.). Creating a high-quality template email will enable you to re-use it for each reservation you receive.
The purpose of such an email is twofold:
- It demonstrates that you’re a friendly, communicative and contactable host.
- It helps you understand where your guests are arriving from and at what time. You can then use this information to provide useful information on how to get to your placeto ensure a seamless check-in process (which you’ll be rated on shortly).
These days, many guests use the text messaging app Whatsapp. Upon confirmation of a reservation, you will receive your guest’s mobile phone number. Using Whatsapp is especially useful for communicating with international guests who aren’t on your local country’s telecommunication network. Alternatively, standard SMS works just as effectively for local guests from your country too.
Once you’ve downloaded the app to your phone and added your guest’s name and phone number to your contacts, you’ll be able to see if they too have the app, and if they do, you can send them a text message:
Even if you send your guests an introductory email, it’s still a good idea to also send them a brief text message too. You may wish to introduce yourself or let them know that they’re able to contact you through that number (or Whatsapp) if they have any questions. You can even let them know that you’ve also sent them an introductory email too.
Despite the usefulness of alternative communication options like text messaging, calling and private email channels; try default to communicating via Airbnb’s private messaging system on the Airbnb platform after having established these other communication channels. Doing so will streamline messages into a single repository both you and your guest are able to reference again in the future, and provide a heightened level of safety and accountability.
You also have an opportunity to develop a House Manual which explains features of your listing (such as how to gain access to the building or apartment). Guests will have access to your house manual once they’ve confirmed a booking.
To avoid repeating yourself in the introductory email and house manual, you may simply wish to reference the existence of your house manual in the introductory email. However, make sure that key information like how to get to your place is included in the introductory email nonetheless. Many guests will continue to reference your house manual throughout their trip too.
House Manuals are covered in greater detail here.
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