Manage Your Airbnb
Prompt and generous Airbnb messages can turn disasters into minor hiccups. Read these 10 common mistakes hosts make and how to avoid them.
As an Airbnb host, one thing that might surprise you is just how much time you spend sending Airbnb messages to guests.
And how impactful that communication is.
That’s because prompt and generous responses to your guests can turn a disaster into a minor hiccup.
Strong guest communication will make hosting more enjoyable, help you get more 5-star reviews, and get you closer to earning Airbnb Superhost status.
In this post, I’m walking you through 10 common Airbnb message mistakes and how to avoid them.
This post may contain affiliate links. If you click a link and make a purchase, I may earn a commission at no additional cost to you. As an Amazon Associate, I earn from qualifying purchases. I’m not affiliated with Airbnb in any way (other than being an Airbnb host, of course). Read my full disclosure policy here.
Contents
- 10 Mistakes All Hosts Need to Avoid When Sending Airbnb Messages
- 1. Not hearing your phone at night
- 2. Not providing exceptional customer service
- 3. Not creating scheduled Airbnb messages
- 4. Not double checking scheduled messages
- 5. Not accommodating early check-in/late checkouts
- 6. Not sending a mid-stay message
- 7. Not making your checkout time abundantly clear
- 8. Not including cleaning instructions
- 9. Not encouraging guests to come back
- 10. Not pausing before responding
- Takeaway
10 Mistakes All Hosts Need to Avoid When Sending Airbnb Messages
1. Not hearing your phone at night
As an Airbnb host, you’re now a very important customer service representative.
You’re providing 24/7 support.
Seriously.
It won’t happen often, but, every once in a while, you’ll need to help guests in the middle of the night.
For example, one of my recent guests got locked out at 3 am. If my cell phone hadn’t been loud enough to wake me up, I would have had no idea our keyless entry wasn’t working. My guests – who were arriving after a long travel day – would have been locked out in the middle of winter.
Because I answered my phone in the middle of the night and resolved the issue right away, those guests left me a 5-star review.
So, not being able to hear your phone ring at night is a huge mistake Airbnb hosts need to avoid.
Recommended: 3 Surprising Things to Know BEFORE You Start an Airbnb
2. Not providing exceptional customer service
I want you to think about the worst customer service experience you’ve ever had.
Now think of the best experience.
What was each one like?
What made the difference between the awful experience and the great experience?
Which company are you more likely to return to and recommend to friends?
The customer service experience you provide has a huge impact on your business.
Exceptional customer service will lead to more 5-star reviews, repeat guests, and higher revenue.
Here are three tips to succeed at this:
- First, expect things will wrong so you’re prepared, not upset.
- Second, plan to be generous. Create rules for yourself about how you’ll compensate your guests depending on the situation. For example, “If an appliance isn’t working, I’ll offer to reimburse them for 10% of their booking.”
- Lastly, take a deep breath. Don’t respond until you’re calm and unemotional.
Recommended: 3 Surprising Things to Know BEFORE You Start an Airbnb
3. Not creating scheduled Airbnb messages
As a host, you don’t have time to waste manually sending Airbnb messages to your guests.
But, there’s standard information your guests need before, during, and after their stay.
Instead of sending each message manually, create scheduled messages. Airbnb will automatically send these to your guests at the exact time you specify.
Better yet, save even more time by copying my 5 Essential Scheduled Airbnb Messages.
Then, the only messages you have to manually send are when guests reach out with a question.
Like these tips? Then you’ll LOVE my Listing Optimization Guide!
4. Not double checking scheduled messages
While scheduled messages are a huge time saver, Airbnb does “skip” messages from time to time. Typically, messages will get “skipped” (meaning they’re not sent) when a guest books within 48 hours of check-in.
Each one of your scheduled messages will have important information that guests need. So, double-checking that these messages actually sent – especially when you get a last-minute booking – is essential.
Recommended: 5 Essential Airbnb Messages That Will Save You Time
5. Not accommodating early check-in/late checkouts
By far the most common question I get from guests is if they can have an early check-in or late checkout.
Even though it requires more work on your part, I highly recommend accommodating these changes.
That’s because it improves your guests’ experience at no cost to you (unlike everything else related to your Airbnb!)
Creating a standard rule for yourself will help you quickly grant or deny these requests.
For example, I don’t accommodate an early check-in or late checkout on “back-to-back” days. “Back-to-backs” are when I have one guest checking out the same day another guest is checking in. That’s because there wouldn’t be enough time for the cleaners to finish cleaning.
I also don’t approve these requests until the day before, to ensure there isn’t a last-minute “back-to-back” booking.
6. Not sending a mid-stay message
One of the most frustrating aspects of being an Airbnb host is getting negative reviews.
That said, one of the best ways to prevent negative reviews is simple – send a mid-stay message.
The goal of a mid-stay message is to catch and address any issues your guests have before they leave a review.
Something as simple as “I hope you’re having a wonderful stay! Is there anything I can do to make your stay more enjoyable?” sent as a scheduled message the day after check-in is all you need.
Recommended: 5 Essential Airbnb Messages That Will Save You Time
7. Not making your checkout time abundantly clear
One of the most common issues Airbnb hosts run into is unexpected late checkouts.
Late checkouts aren’t only cumbersome to deal with; they also impact your cleaning crew and even your next guest, if they’re checking in that same day.
The best thing you can do to prevent this is make your checkout time super clear.
Include it in your scheduled messages.
Explain in your house rules that any costs related to a late checkout will be billed to the guest.
And, if it continues to be a problem, print it out and put it on your fridge so guests can’t miss it.
Recommended: Everything You Need to Know About the Airbnb Resolution Center
8. Not including cleaning instructions
I recommend asking your cleaning crew if there’s anything they need guests to do before they leave.
Your cleaners have a lot of work to do in a short period of time. If guests do a few things before they leave, it will keep cleaning costs low and ensure your next guests get to arrive to a clean property, right on time.
Include those instructions in your checkout message. Schedule that message to be sent at 5 pm the night before checkout so your guests have time to read it.
Like these tips? Then you’ll LOVE my Listing Optimization Guide!
9. Not encouraging guests to come back
I encourage every single guest (that has had a positive experience) to stay with me again.
I even invite guests back who cancel their reservation (as heartbreaking as it is for me!)
These guests have already decided they want to stay at your Airbnb. So, getting them to come back next time is easier than convincing an entirely new person to pick your Airbnb over the competition.
Repeat guests who know they like your place will help you meet your revenue goals (and make hosting much more enjoyable!)
10. Not pausing before responding
Your Airbnb is a business and it’s important to treat it as such.
That means, from time to time, guests are going to do things that upset you. And you need to do your best to not let that show.
If a guest does something that upsets you, make sure to pause before responding to give yourself time to become less emotional. When you do respond, be as professional and kind as you can.
Recommended: 3 Surprising Things to Know BEFORE You Start an Airbnb
Takeaway
That’s it! All 10 common mistakes hosts make when sending Airbnb messages.
Avoiding these mistakes will help you get more 5-star reviews and get you closer to earning Airbnb Superhost status.
Recommended: How to Make Negative Airbnb Reviews Work in Your Favor
Recommended: The Hands-Down Best Way to Respond to Airbnb Reviews
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Are there any other mistakes you’ve seen Airbnb hosts make? Let’s chat in the comments.
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