Why Communication Matters More Than You Think
In the short-term rental world, your communication style directly impacts your success. A smile in the listing photo might attract attention, but it's the timely and thoughtful messages that create a sense of care and reliability. Guests expect not just a place to stay, but a full-service experience. Great communication helps you:
- Increase booking conversions
- Create memorable guest experiences
- Get more 5-star reviews
- Boost your Airbnb, Booking.com and other platform rankings
- Improve guest loyalty and repeat bookings
Communication is not an optional skill — it’s a core strategy.
Key Stages of Guest Communication
1. Pre-booking Messages
This is the guest's first impression — and often the deciding factor in whether they choose your place. Your reply should be quick, warm, and informative.
Tips:
- Respond within 5–15 minutes
- Personalize the message using the guest’s name
- Avoid dry or robotic language
- Ask clarifying questions if needed
Example: "Hi Alina! Thanks for your question — yes, the apartment is available. You can check in anytime after 3 PM. Let us know if you need parking info. We'd love to host you!"
2. Booking Confirmation and Welcome Message
Once the guest books, they look for reassurance. Use this moment to build trust and set expectations.
Include:
- Thank you note for the booking
- Quick overview of next steps
- Ask about arrival time
- Let them know detailed info is coming later
Example: "Thank you for your booking, Ivan! We're happy you chose MIRO Rooms. One day before arrival, we'll send detailed self-check-in instructions. In the meantime, feel free to reach out anytime."
3. Check-in Instructions
Send this 24 hours before arrival. It’s one of the most important moments — and the first real service touchpoint.
Best practices:
- Include visuals (photos, Google Maps link)
- Clearly state access codes, key collection method
- Add a support contact (chat or phone)
- Use structured format: headers, paragraphs, lists
Recommended phrase: "If anything’s unclear, just text us anytime — we're nearby and ready to help."
4. Support During Stay
Even the best apartments may lead to questions or issues. The host’s job is to respond quickly and with empathy.
Golden rules:
- Reply within 5–10 minutes
- Don’t get defensive about complaints
- Show you care, even if it’s not your fault
Example: Guest: "It's too noisy, I can’t sleep." Host: "Thanks for letting us know. We’re really sorry to hear that. We’ve already talked to the neighbors and are doing our best to reduce the noise. Would you like us to bring you earplugs?"
Important: Even a short "We understand — looking into it now" is better than silence.
5. Checkout and Review Request
Your final message is a chance to leave a lasting impression and invite a review.
Include:
- Thank the guest for staying
- Hope to host them again
- Direct but friendly review request
Example: "Thank you for staying with us! We hope you had a great time. If you have a minute to leave a review, we’d truly appreciate it — it helps us grow and improve."
How to Automate Guest Messaging
Automation helps maintain consistent standards, especially when you manage multiple listings or travel frequently.
Tools:
- PMS platforms (Hospitable, Guesty, Tokeet)
- Auto-templates with variables: {guest_name}, {check_in_date}, {check_in_link}
- WhatsApp or Telegram bots
Messages you can automate:
- Booking confirmations
- Check-in instructions
- Checkout instructions
- Review reminders
- FAQs (Wi-Fi, heating, trash, etc.)
Benefits of automation:
- Consistency
- Fast response
- Fewer missed messages
Automation doesn’t mean being robotic — it means ensuring quality and availability.
How to Handle Negative Reviews
Bad reviews aren’t the end of the world — they’re a chance to show professionalism and care. The key is to acknowledge the guest’s feelings, not argue with them.
Response structure:
- Thank the guest for their feedback
- Apologize without assigning blame
- Share what actions you've taken
- End on a positive note
Example: "Thanks for your feedback. We're sorry you experienced any inconvenience. We've already replaced the water heater to prevent this in the future. We hope the rest of your stay went well."
Avoid:
- Arguing publicly
- Shifting blame
- Ignoring the review — future guests are reading
Conclusion
Good communication isn’t just about speed or politeness. It’s about empathy, clarity, and attention to detail. Hosts who master this skill earn trust, better reviews, and more bookings.
Automate what you can — but always leave room for the human touch. Guests notice it in every message.
If you’d like professionals to manage guest communication for you — the MIRO Rooms Rentals team can take over. We build custom message flows for every apartment type and guest segment, test templates, track effectiveness, and ensure each message feels personal and genuine.
Want this done for you? Just reach out. We’ll understand your needs and propose a solution that works.