Top 10 Airbnb Communication Strategies Hosts Must Follow to Get More Bookings in 2024

Airbnb communication is an important aspect of generating new reservations. It must be faultless to attract more bookings. Guests’ willingness to book with you will depend on your tone, speed in replying, and capacity for insightful responses. Before, during, and after their stay, guests always appreciate the host’s prompt and efficient communication.

A well-thought-out set of Airbnb communication guidelines will assist you in providing an outstanding guest experience and increasing your bookings. Use the advice in this article to impress visitors while saving time.

1. Use polite phrases in your
Airbnb communication

Always act professionally when speaking with visitors, regardless of whether they do the same for you. It would be ideal if you thanked them for getting in touch with you initially. If, for any other reason, you are unable to fulfill a guest’s request, wish them luck in their search and provide some possible alternatives.

Table of courteous phrases in Airbnb communication

Situation	Polite phrase
Guest inquiring about availability	“Thank you for your inquiry. We appreciate your interest in our property.”
Unable to accommodate guest’s request	“Unfortunately, we are unable to accommodate your request at this time. We apologize for any inconvenience this may cause.”
Suggesting alternative options	“While we are unable to fulfill your request, we would be happy to suggest some alternative options that may better suit your needs.”
Requesting additional information	“We kindly request some additional information to assist us in addressing your inquiry fully.”
Confirming a booking and expressing gratitude	“Thank you for choosing our Airbnb for your stay. We are delighted to confirm your booking and look forward to hosting you.”
Responding to a guest’s query or concern	“Thank you for bringing this matter to our attention. We understand your concern and will do our best to address it promptly.”
Wishing the guest a pleasant stay	“We hope you have a fantastic time during your stay with us. If you need any further assistance, please don’t hesitate to let us know.”
Thanking the guest for their feedback	“We greatly appreciate your feedback/review. Thank you for taking the time to share your experience with us and future guests.”

Don’t be too casual when responding to your guests, even if you should strive to be as specific as possible. You run a business, so treat any correspondence with Airbnb as though you were doing so on behalf of the company. More about it you can find in our article on communication in the hospitality industry.

2. Personalization of your answers is key
in the Airbnb communication

Keep in mind that you are conversing with a real person. Making a good impression requires personalization. 80% of consumers are more willing to purchase goods or services that provide tailored experiences. Similar rules apply to communication on Airbnb. Here are some suggestions for customizing your responses if you’re unsure how to do it:

• Craft human-sounding messages from our customer service division;
• You must always use the prospective guest’s name;
• Incorporate guest’s personal information;
• Update current guests with personal data from the reservation;
• Tailor recommendations and suggestions;
• Respond with empathy and understanding.

If you really want to personalize your communication processes with your guests but don’t have time, our CHM team can do it instead of you! We can manage everything and even more. Please familiarize yourself with our Airbnb property management services and don’t wait to become a successful host on this platform!

3. Always start a conversation with
your Airbnb clients

After confirming a reservation, if a guest booked your place but didn’t strike up a discussion, feel free to do so. By doing this, you can demonstrate that you are a kind and caring host. Even if the passenger makes the reservation well before the travel dates, starting the conversation encourages them to maintain it.

It also lets you give any additional information about your property that the visitor might have missed, such as the house rules. Inform your guests that you look forward to their visit and can assist them anytime.

4. Create a sense of urgency
in your messages

A typical message you can get is asking if your property is still available for some dates. Instill a sense of urgency if you want guests to make quick bookings. You can say, “It’s available right now. However, I’ve talked to another potential guest who hasn’t yet confirmed their reservation”. Another option is to make an instant booking special offer.

Urgency strategies for Airbnb messages: table showcase

Message scenario	Example
Inquiry about listing availability	“It’s available right now. However, I’ve talked to another potential guest who hasn’t yet confirmed their reservation.”
Last-minute availability	“We just had a cancellation, and our listing is now available for your desired dates. Don’t miss out on this opportunity!”
Limited-time discount or offer	“For a limited time only, we’re offering an exclusive 20% discount on bookings made within the next 24 hours. Secure your reservation now!”
Competitive demand for a popular listing	“Our listing is highly sought after, and we’ve been receiving multiple inquiries. Act fast to secure your reservation before someone else books it!”
Upcoming event or holiday-related urgency	“With [upcoming event/holiday] just around the corner, our availability is quickly filling up. Reserve now to guarantee your stay during this busy period!”
Limited availability for a specific date or time	“We only have one opening left for the dates you requested. Don’t delay and secure your reservation before it gets booked by someone else!”
Special package or add-on with limited availability	“We have a limited number of spots available for our exclusive spa package. Book now to indulge in this unique experience during your stay!”
Seasonal offer or discounted rates expiring soon	“Take advantage of our current seasonal offer before it ends on [expiration date]. Secure your booking now to enjoy discounted rates!”

This strategy discourages guests from trying to get a discount while simultaneously encouraging them to make their appointments right away.

5. Respond promptly to all the
guests’ messages

More guests book with hosts who answer fast. If the host does not reply to a first message concerning the availability of a listing within 24 hours, a guest is more likely to leave that listing. In fact, if they didn’t get a speedy response, 57% of guests stated they would book with a competitor.

Before a dispute develops or Airbnb support is called in, a prompt answer also aids in defusing a problem. When issues emerge, don’t let visitors handle them alone. You need to be their initial point of call for guests’ care issues.

6. Update your Airbnb communication
by setting up automated messages

These automated messages can include a simple ‘Thank you for booking with me’ message after a guest books your property or a friendly follow-up message if you haven’t heard back from a guest who asked a question but didn’t book.

Pros vs cons: automated messages on Airbnb

Pros	Cons
1. Time-saving. Save hosts time by sending pre-written responses to common inquiries or messages.	1. Lack of personalization. May feel impersonal and fail to establish a genuine connection with guests.
2. Consistency. Ensure that guests receive consistent information and prompt responses.	2. Limited flexibility. May not account for unique or specific situations, requiring manual intervention.
3. Immediate responses. Can provide instant replies, enhancing guest satisfaction and reducing wait times.	3. Missed opportunities. May not address specific guest needs or inquiries adequately, potentially leading to missed opportunities for engagement or bookings.
4. Standardization. Help maintain a professional and organized approach to guest communication.	4. Limited customization. May not effectively adapt to individual guest preferences or circumstances, leading to a less personalized experience.
5. Scalability. Efficiently handle a large volume of inquiries, especially during busy periods.	5. Risk of errors. Run the risk of containing inaccuracies or outdated information if not regularly reviewed and updated.

Automated messages also allow you to interact with guests when you’re not physically available to do so. Remember that we have our Airbnb chat templates at your disposal with a special discount.

7. Answer the questions to guests completely

Frequently, guests will ask hosts for assistance rather than calling Airbnb support. As a result, you must ensure that you can respond to all of a visitor’s inquiries or point them toward the appropriate support systems.

To provide guests with the appropriate information, it would be preferable to always keep up with the most recent Airbnb news and support updates. Ensure you are familiar with the solutions to any queries a guest might quickly find in the Airbnb support part of the website.

8. Ask your Airbnb guests
how you can help them

One of the most crucial aspects of your Airbnb communication strategy is asking for feedback. This is a terrific strategy to get more reservations and the only way to get as many 5-star reviews as possible. Here’s a list of 8 questions you can ask your guests to understand them better:

• Is there anything specific you would like assistance with during your stay?
• Do you have any special requests or requirements we should know about?
• Are there any specific amenities or facilities you would like to have access to during your stay?
• Is there any information or recommendations you need about the local area or attractions?
• Do you have any dietary restrictions or preferences we should take into consideration?
• Would you like assistance with transportation arrangements or local transportation options?
• Do you want to explore any particular activities or experiences during your stay?
• Do you need additional information or clarification about the property or its amenities?

Before guests make a reservation, you need to understand what makes them pause or unhappy if you want 5-star feedback. Since you can edit your listing, house rules, or the property itself, communication should be aimed at identifying these issues.

9. Be transparent and honest regarding
your house rules

Airbnb house rules are also part of your Airbnb communication process. Transparency in house rules means there shouldn’t be any ambiguity or uncertainty for guests about the rules at your property.

Airbnb house rules (clickable)

 

Download free template

Keep your house rules’ “don’ts” lists short. Your guests may feel uneasy when considering renting your place as a result. Prospective visitors would probably go elsewhere for a property with less stringent rules if they encounter a big list of prohibited things. Read more in our article about Airbnb house rules.

10. Don’t skip post-departure
Airbnb communication

It would be best to immediately contact your guests to express your gratitude for having them stay at your house. Simply saying that hosting them was a joy is proper Airbnb etiquette. Such a gesture can assist in alleviating any hassles that could have occurred that would otherwise be recalled as unpleasant during their stay.

At the same time, make sure to ask for a review from them. You can also promise to keep them updated on sales and limited-time offers by sending them regular emails. More perfect techniques for achieving great results you can get during a personal consultation with us. 

To sum up

Now, all you know can be great rules to communicate with your Airbnb guests. You can tailor your messaging to meet the guests’ needs more effectively. Remember:

• Working with reviews is an important area affecting the business’s reputation and sales.
• To make it easier to work with reviews, divide them into segments and set a priority.
• When communicating with a client, remain neutral, and stick to a businesslike tone.
• Pay attention to the guest – enter into a dialogue with them, understand the situation, and offer a solution.
• If a guest is wrong in a particular situation, gently tell him about it and offer a solution to smooth out the negative.
• A live dialogue on the phone is more effective than online because this way a guest feels needed.
• Most of the negativity is smoothed out by a phone call.

Frequently asked questions about
Airbnb communication rules

Updated on: 2024-03-10. Author: Karina

Tags: Airbnb management