Guest Communication

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Good communication leads to better reviews and repeat bookings.

Responding to Inquiries

When a guest sends an inquiry:

  1. Respond within 24 hours - Faster responses lead to more bookings
  2. Answer all questions - Be thorough and helpful
  3. Be personal - Use the guest’s name and acknowledge their trip details
  4. Offer assistance - Suggest local tips or answer questions they haven’t asked yet

Automated Messages

Set up automated messages to save time:

Booking Confirmation

Sent immediately after booking:

  • Welcome message
  • Confirmation of dates
  • What to expect next

Pre-Arrival (1-2 days before)

  • Check-in instructions
  • Access codes
  • Directions and parking info
  • Your contact information

Check-In Day

  • Welcome message
  • Reminder of house rules
  • How to reach you for help

Check-Out Reminder

  • Check-out time and instructions
  • Cleaning expectations
  • Reminder to leave a review

Go to Host Dashboard > Messaging > Automated Messages to set these up.

Message Templates

Create templates for common responses:

  • Inquiry response: Thank them, confirm availability, highlight features
  • Booking confirmation: Welcome, next steps, what to expect
  • Check-in instructions: Detailed access and arrival info
  • Local recommendations: Restaurants, activities, tips
  • Check-out reminder: Instructions and thank you

Best Practices

Do:

  • Respond promptly (within a few hours if possible)
  • Be warm and welcoming
  • Provide clear, detailed information
  • Use proper grammar and spelling
  • Follow up if you haven’t heard back

Don’t:

  • Share personal contact info before booking confirms
  • Make promises you can’t keep
  • Be overly formal or robotic
  • Ignore difficult questions
  • Communicate outside the platform

Handling Difficult Situations

Guest Complaints

  1. Acknowledge the issue promptly
  2. Apologize for the inconvenience
  3. Offer a solution or compensation if appropriate
  4. Follow up to ensure resolution

Cancellation Requests

  • Review your cancellation policy
  • Consider the circumstances
  • Offer alternatives (date change) when possible
  • Process refunds according to policy

Damage Reports

  1. Document with photos
  2. Communicate calmly with the guest
  3. File a claim through MyGoodRental if needed
  4. Don’t withhold security deposits without documentation