A guest’s experience begins with the first message they send you, not when they check in. These pre-booking or pre-stay questions are your first point of contact. When you respond quickly and thoughtfully, it begins to build a rapport between you and your guest. It shows them you won’t leave them hanging for too long with unanswered questions. This is especially important for that trust to be there in case something urgent comes up. Furthermore, it reduces the chances of conflict arising. When expectations are set from the get-go, there is less room for confusion and error. When you have a plan in place to address these common questions from guests, the experience is better for everyone and will often lead to better reviews.
Host Tools provides an automated, unified calendar for short-term rental hosts, allowing you to seamlessly list on all major channels. Start your free trial today!
Common questions from Airbnb guests
Below are some of the most common questions from Airbnb guests, broken up by when they are most likely to occur:
- Is this listing available for my dates?
- What is included in the amenities?
- Are there any house rules I should know?
- What time can I check in and check out?
- What is the code for the smart lock?
- What is the parking situation?
- Where can I find extra toilet paper or towels?
- How do the [coffee machine, air fryer, kettle] work?
- Who should I contact in an emergency?
- Did you find my [forgotten item]?
- When will my security deposit be returned?
5 tips to prepare for guest questions
Keep the following in mind when getting your online listing ready.
1. Get your listing ready
Your listing is your first impression. Be sure to include items like the following to start things off on the right foot:
- House rules (e.g., noise restrictions, pet policies)
- Amenities (e.g., Wi-Fi speeds, kitchen tools, toiletries provided)
- Check-in/check-out times
- Add clear, high-quality images of your property
2. Automate as much as you can
Host Tools is a game-changer for hosts when it comes to automating your communications. You can automatically send smart lock access codes, reminders for check-outs, parking instructions, house rules, etc. All the important stuff.
3. Utilize quick replies
Another great way to automate your messaging is to utilize our quick replies feature. With our newest AI integration, our AI tool can auto-reply to guests’ booking inquiries, booking confirmations, and booking requests. All in all, using quick replies with tags is a great way to send personalized answers to commonly asked questions with just a few clicks.
4. Create a welcome guide
Whether it’s a physical binder or a digital link, a welcome guide can serve as a one-stop shop for these frequently asked questions.
5. Train your co-host
Do you work with a co-host? Be sure to train them on the importance of timely communications. Teach them how to use automated messaging and auto-replies to help keep them on top of their messaging responsibilities.
Answering these guest questions is about curating an experience that is just overwhelmingly positive. The little detail of answering well and quickly is something guests don’t often think about until it’s done poorly. Your communication plan is all part of a greater plan to keep things moving slowly. Don’t let there be an opportunity for a guest to think, “I wish they would get back to me quicker.” Remember to add a little personal touch to your replies as well. If they’re asking about a great place for breakfast, share your personal favorite. Or, if they have a concern about their experience, respond with empathy rather than defensiveness. Being prepared for questions is one of those parts of hosting that don’t get recognized until it goes wrong. Stay ahead of the game!
Host Tools provides an automated, unified calendar for short-term rental hosts, allowing you to seamlessly list on all major channels. Start your free trial today!
