Why Timing Matters when Sending Scheduled Information to Guests

Why Timing Matters when Sending Scheduled Information to Guests

Like so much in life, timing is everything when it comes to sending information to guests about their vacation rental property, whether it’s WiFi codes and rules for maintaining the house or a guide to things to see and do in the area.

But it’s essential that they receive the information that they need at the right time to minimize unnecessary questions and avert anxiety.

Here are some best practices for sending scheduled messages to your guests at every step of their stay by email and text.

1

One week before arrival

Schedule a pre-arrival email containing a guestbook or area guide to help your guests plan their trip. This gives guests time to choose activities, book restaurant reservations and get the lay of the land. It also helps them know what to bring, whether it’s pods for the coffeemaker or hiking boots.

2

One day before arrival

Send a text message with the door code and check-in time. Having vital information at their fingertips when they need it reduces the number of guest calls.

3

One day after arrival

Schedule a text message to make sure your guests are settled in and to learn about any issues they may have with the house. Besides tackling problems quickly, this gives you a back up should guests later complain to Airbnb or VRBO about a problem with the house that they never mentioned to you.

4

One day before departure

Send a text message to remind your guests of check-out time and provide final cleaning instructions.

5

One to three days after departure

Schedule an email containing a thank-out note and a survey. The survey will give you an idea of how they’ll review your property. If there’s a problem, you’ll have an opportunity to address it before the guest leaves a review that’s less than five stars. Communicating with guests after their stay is also a great way to encourage them to book directly next time, perhaps at a lower price.

Keep in mind that your guests are on vacation. You don’t want to overwhelm them with messages, so send no more than three or four texts during their stay.

The easiest way to schedule and send messages by email and text is to use a platform with a scheduling feature like RueBaRue Guest Communication Platform. To learn more, schedule a 30-minute demo.



Up Next: How to Make the Most of Guest Reviews in 2020

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