Most hosts would agree that communication is key when it comes to running a successful Airbnb business.
After a guest has left your place, it is important to stay in touch and get feedback. This helps build trust and strengthens the relationship for any future stays.
In this blog post, we’ll cover some top communication tactics for hosts so they can easily connect with guests post-stay!
Why is Post-Stay Communication Recommended?
Post-stay communication is a great way to show your guests that you truly care about their experience. It also allows you to get feedback so that you can improve your listing for future guests.
Furthermore, this type of communication can help build trust and strengthen the relationship for any future stay.
Great hosts use post-stay communication as an opportunity to thank guests for their stay; get feedback about their listing; build rapport and trust for future stays; and to stay in touch with the guests.
When Should Hosts Reach Out?
Most hosts agree that it is best to reach out to guests within 24 hours after they have checked out. This allows you to get their feedback while it is still fresh in their mind.
If you reach out on the same day the guests have checked out, you may come across as being too pushy and they might not even check their phones until later in the day. Waiting more than 24 hours to reach out might make it seem like you don’t care about their experience.
How Often Should Hosts Communicate?
Some hosts like to communicate with guests every day while they are staying at their listing. However, this is not necessary and can actually be a bit much for some guests. A good rule of thumb is to check in with guests every other day. This allows you to see how they are doing without being too overbearing.
What Type of Feedback Should Hosts Seek?
When asking for feedback, make sure to be specific. General comments are good, but you want to focus on the areas that you can improve. Here are some examples of specific feedback you can ask for:
- Did you have any issues with the cleanliness of the listing?
- Did you have enough towels/linens?
- Did you have any problems with the check-in/check-out process?
- Was the WiFi working well?
- Any suggestions on how to make the listing more comfortable?
Asking these questions helps you get insights on how you can improve the Airbnb service you’re offering.
3 Types of Post-Stay Communication Tactics for Hosts
Now that we’ve gone over some general tips for post-stay communication, let’s dive into the different types of communication tactics that hosts can use.
1. Sending a Message on Airbnb Messaging
The first thing you should do after a guest has checked out is to send them a message on Airbnb Messaging. Thank them for their stay and ask if they have any feedback about their experience. If they had a great time, be sure to let them know that you would love to host them again in the future! If they had any issues, be sure to apologise and ask what you can do to make their next stay more enjoyable.
2. Checking in on Social Media
Another great way to stay in touch with guests is to connect with them on social media. After they have checked out, send them a friend request on Facebook or follow them on Instagram. This way, you can see what they are up to and they can see what is going on with your listing. If you have any upcoming events or special offers, be sure to let them know!
3. Leaving a Personal Note
One of the most personal ways to stay in touch with guests is to leave them a personal note. This could be a handwritten note or a card that you leave for them when they check out. Thank them for their stay and let them know that you enjoyed having them as a guest. If you have any upcoming events or special offers, be sure to include those as well!
What If a Guest Leaves Negative Feedback?
If you receive negative feedback, the best thing to do is to take it constructively and use it as an opportunity to improve your listing. Many guests are willing to change their review if they feel like their concerns have been addressed.
You can reach out to the guest and apologise for their experience. Thank them for their feedback and let them know what you are doing to improve the listing. If they are still unhappy, you can offer them a discount on their next stay.
Conclusion
Post-stay communication is a great way to thank guests for their stay, get feedback about your listing, and keep in touch with them for future stays. By using the tips and tactics above, you can ensure that your guests have a great experience from start to finish!
