Any point in the guest journey where a positive or negative experience can significantly impact their overall satisfaction and likelihood to rebook or leave a good review.
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Glossary Term: Customer Service
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The ability to communicate with guests in multiple languages, either directly or through translation services, expanding the potential guest pool and improving customer service.
The duties and obligations of a short-term rental host, including providing accurate listing information, ensuring guest safety, and addressing guest concerns.
The exchange of information between hosts and guests before, during, and after a short-term rental booking, including inquiries, confirmations, and feedback.
The process of interacting with guests before, during, and after their stay. This includes answering inquiries, providing check-in instructions, addressing concerns, and soliciting feedback.
The process of monitoring, responding to, and managing guest reviews and feedback across various platforms to improve guest satisfaction and online reputation.
The assistance and communication provided to guests before, during, and after their stay, addressing any questions, concerns, or issues that may arise.
Personalized check-in services where a host or representative physically greets guests upon arrival, provides property tours, and answers questions.
Providing customer service and communication to guests in multiple languages to cater to a wider audience and enhance their experience.
Methods used by hosts to gather structured feedback from guests after their stay, such as online surveys, review requests, or feedback forms, enabling improvements and addressing any issues.
The process of addressing and resolving problems or disputes that may arise between hosts and guests during a short-term rental stay.
The speed at which a host responds to inquiries and booking requests from potential guests on platforms like Airbnb and VRBO, impacting booking rates and guest satisfaction.