Communicating with guests: 5 tips and 5 mistakes to avoid
- Alfredo
- 6 days ago
- 2 min read
In short-term rentals, guest communication isn't a detail — it's part of the experience itself. A timely, well-crafted message carries as much weight as a spotless property or a sea view. Yet it remains one of the most underestimated aspects of property management.
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What communication do you use?
0%Custom, manual
0%Automatic, chat bot
0%Both based on needs and time
5 tips that make a real difference
1. Cover every channel
Airbnb, Booking.com, WhatsApp, email, direct messages. Be present wherever your guest is — don't force them to track you down on a channel they don't use.
2. Speak your guest's language
English is non-negotiable. Add German, French, or Spanish depending on your source markets. A message in the guest's native language isn't a nice-to-have: it measurably shifts how they perceive your service.
3. Automate the predictable, free up time for everything else
Automated responses are your best tool for FAQs, pre-arrival instructions, and check-out reminders. But every automated message should feel like it was written by a real person. Tone matters as much as content.
4. Actually personalize
Use the guest's name. Mention the specific property they booked, the dates, something relevant to them. If they're celebrating an anniversary, acknowledge it. These small details turn an ordinary stay into something they'll remember — and review.
5. Anticipate questions
At least 70% of guest requests are predictable: where to park, how check-in works, where to eat, how to get there. Send this information before they ask. You save time on both sides and project the image of a service that's genuinely attentive.
5 mistakes that damage the guest experience
1. Slow response times
During daytime hours, more than 60 minutes to reply is too long. Guests compare properties in real time: whoever responds first has the advantage. Slow replies aren't just inefficient — they signal disorganization.
2. Using the same template for everyone
Guests spot it immediately. A one-size-fits-all message signals indifference, not efficiency. The time you save on the message, you lose on the review.
3. Communicating only in Italian
On international platforms like Airbnb and Booking.com, your guests come from everywhere. Italian-only communication is a commercial limitation before it's even a service one.
4. Ignoring the guest's preferred channel
Some guests won't open an email but reply to WhatsApp in 30 seconds. Others prefer in-app messages. Adapting to the guest's channel is part of the service, not an afterthought.
5. Delegating everything to automation
Automated responses handle routine. But for complaints, unusual situations, or specific requests — a human response is the only right response. A chatbot that handles a problem doesn't resolve it: it escalates it.
Effective communication doesn't require sophisticated technology. It requires method, consistency, and attention to detail. Automate the predictable. Personalize the rest. Your guests will notice — and they'll say so in their review.
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