Updated on August 12, 2024
How can you enhance your guests’ experience at your short-term rental and attract more 5-star reviews? The trick often lies in excellent communication.
Communication is “the most cost-effective piece to your hospitality operations puzzle that you have ever put into place,” said Tyann Marcink Hammond, Queen of Guest Experience at Touch Stay and a Missouri-based host and manager, during Rent Responsibly’s Better Stays Together: Southeast event in April 2024. (Log into the RR Network to watch her entire session.)
The right words at the right time and place enhance guests’ first impressions, manage their expectations, personalize their experiences, resolve problems, boost positive reviews, and build trust in your business.
Short-term rental hosts statistically struggle with initiating communication with guests. According to the 2023 Guest Communication Study by Touch Stay, two-thirds of guests receive one to two or no communications from their host. Less than half of guests said they felt “well looked after.”
The study found a link between more frequent communication from the host and guest satisfaction. One-third of guests who received one to two contacts reported that their hosts provided all the information they needed, plus extra tips and recommendations. The percentage bumped to 44% with three to five interactions and 50% with six to 10 communications.
“The sweet spot for higher guest satisfaction is only three to five messages,” Tyann noted.
In addition, about 69% of guests said communication influenced their likelihood of leaving a positive review.
In this playbook, we’ll show you how to nurture better communication with guests from pre-booking to post-stay.
Leverage FAQs to identify what to communicate to guests
One of the best things to do first is identify past guests’ frequently asked questions when they booked, before they arrived, when they arrived, and when they departed. These are the biggest opportunities to anticipate your guests’ needs and proactively meet them through good communication.
“Look back at what your past guests have asked you and when they’ve asked you these questions,” Tyann said. “You’re going to see a pattern forming, and you’re going to know what your current and future guests could ask you. Then, you’re going to map out and answer their questions before they even ask you those questions.”
Use the SPRINKLE Method to craft how you communicate with guests
Developed by Rent Responsibly’s Alexa Nota from her days in property management, the SPRINKLE Method helps craft clear, friendly messaging.
Be Succinct
Keep messaging concise so that important details aren’t buried. If your message is too long, your guest may not read it.
Be Professional
Maintain a business casual tone and ensure your writing is polished with correct spelling and grammar.
Be Relatable
Find something to agree with or connect with your guest about, even when you have to give them an answer they may not like.
Example: We love pets! Unfortunately, due to family members’ severe allergies, we cannot host your furry family members.
Be Instructive
Provide clear directions if you need guests to do (or not do) something specific.
Example: Please enjoy the hot tube between the hours of [X to X]. We ask all guests to rinse off before using the spa and have provided the outdoor shower for your convenience.
The hot tub is professionally serviced on a [schedule] basis, so please do not put any chemicals in the spa.
For everyone’s safety, keep all glass away from the hot tub. The home has pool-safe drinkware and tableware for the hot tub area.
The No, But Rule
Make your no clear and final, but offer an alternative.
FAQ: Can I host my bachelor party/wedding/graduation party at your home?
Answer: Hi [Name], That sounds like a fun trip! We don’t host parties or group events at our property, but take a look at [event venue name] or [accommodation that allows parties]. I think they could be a great fit for your needs.
Keep Things Easy
Don’t make it hard for guests to follow house rules or procedures.
Example: Minimize your travel footprint by placing your recyclables in the marked bin [insert nearby location] and putting all organic waste in the countertop composter.
Leverage the Law
Deflect to rules you didn’t create, like local laws, septic limits, or insurance requirements.
FAQ: Can extra people stay in your vacation rental? They are OK with sleeping on the couch or an inflatable mattress.
Answer: While we would love to accommodate more people, local law limits this home’s occupancy to [##]. The [Town of X] will issue a fine of [$XXX] for over-occupancy. We recommend [nearby property] for hosting additional guests.
Use Effective Timing
Sprinkle the information guests need when and where they need it. This allows for better retention and comprehension and makes your guest feel well taken care of because you anticipate their needs.
Map your timeline of when to communicate with guests
“When you drip feed this information to your guests, they’re going to pay better attention, they’re going to absorb more information, and they’re going to ask fewer questions,” Tyann said.
Pre-Booking: Set the right expectations
Set the right expectations starting with clear and detailed listings. Ensure that house rules, parking availability, and quiet hours are disclosed upfront. This helps manage guests’ expectations from the beginning.
Example: “Our driveway can accommodate up to [X] vehicles. If you need more parking spaces, public parking is conveniently located at [parking location].”
Answer any pre-booking inquiries graciously yet firmly, setting clear expectations and boundaries. Some of the questions potential guests ask at this stage can be challenging, so be prepared.
For additional tips on answering difficult questions from guests or potential guests, check out our Guest FAQs and Friendly (but Firm) Communication Templates inside the Rent Responsibly Network.
Pre-Arrival: Generate excitement and offer a hand in travel planning
This is a great time to send guests helpful travel tips such as what to pack and routes to avoid. Include local recommendations and a link to your digital guidebook with the top three reasons they should access it.
“It could be a list of your favorite restaurants, so the guests can book their tables right away. It could be the list of shows, attractions, and how to get their tickets,” Tyann said.
In your rental agreement and pre-stay messaging, remind guests of important policies like noise, parking, and trash – even if those policies were already outlined in the house rules on your listing – so they can plan accordingly.
“Communicating with your guests after reservation and before arrival is your critical window to ensure your guests know the rules of parking and where to park,” said Dave Krauss, CEO of Rent Responsibly, during the Poconos Hosting Essentials webinar in June 2024.
In-Stay: Offer helpful reminders to make things easy
Use brief automated messages and onsite signage to remind guests of things like quiet hours and trash pickup days. Place these reminders in strategic locations, such as near indoor/outdoor egresses, porches, and patios, and next to Wi-Fi passwords.
For example, place hot tub rules next to the hot tub and quiet hours next to the Wi-Fi password.
“Those are the types of little nudges and reminders that can ensure your peace of mind, five-star reviews, and continued success in driving complaints down,” Dave said.
Post-Stay: Follow up to win them back again
After their stay, send a thank-you message and mention how much you appreciated hosting them and hope they enjoyed their stay. You can also offer them an incentive to book again in the future.
This is also the time to kindly ask for a review. Sometimes just asking for a review can make the difference between getting and not getting one.
“This is something that’s so so very simple, something that it will immediately give you an edge over all of your competitors because only a fraction of hosts and managers actually do this,” Tyann said. “On top of that, it’s going to cost you zero dollars.”
For more guest communication resources and a replay of Tyann’s session at Better Stays Together, become a part of the RR Network. Join for free or log in here >
