Be ready when guests need you

Timely, clear communication is key to five-star hosting. Guests say receiving helpful instructions and fast responses is crucial. “Good communication helps guests feel taken care of, which is the heart of hosting,” says Sadie, a Superhost in Santa Fe, New Mexico.

Strive to provide the information guests need, when they need it.

People are balancing a lot when traveling. Aim to provide useful information at the right time without giving guests more than they can absorb.

• Use scheduled messages. These allow you to share certain details when guests are likely to want them. For example, many Hosts include directions to their place in a scheduled welcome message the day before check-in.

• Write a thorough house manual. Include clear guidance for where to find important things, and step-by-step instructions for devices and appliances.

• Post useful information in multiple places. You might leave operating instructions near the thermostat and outdoor grill as well as in your house manual. Guests should be able to find the details they need without having to search for them.

Guests expect you to reply quickly, especially on the day of check-in or if issues arise. For non-urgent questions that come up during a stay, it’s reasonable to respond within 12 hours. For urgent matters, like missing a key to get inside, you should respond within an hour.

• Set up notifications. Use the Airbnb app to stay on top of guests’ messages. Opt in to push notifications in the app and in your device’s settings, keep your device handy with the sound on, and check for messages periodically during stays.

• Have a backup plan. Arrange for help when you’re not available. Enlist a Co-Host or other support person and share their contact information with guests.

• Use quick replies. These allow you to respond to certain questions even faster by writing answers in advance. For example, you might set up a quick reply listing your favorite nearby restaurants to send when guests ask for local recommendations.

Try to look at every situation from the guest’s perspective, especially when things don’t go as planned.

• Stay calm. Unexpected issues can be challenging for everyone. Take a few deep breaths and focus on resolving the matter at hand.
• Be transparent. Let guests know you’ve received their request, and that you’re working on it. Explain when you expect to find a solution and how you’ll keep them informed.
• Respond with empathy. Put yourself in your guests’ position. Even little things can feel like a big deal when they’re away from home.

Information contained in this article may have changed since publication.