A collection of documents, often digital, provided to guests in short-term rentals, containing property information, house rules, local recommendations, and emergency contacts.
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Glossary Term: Guest Communication
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The practice of sending customized messages or alerts to guests at various stages of their booking journey, from pre-arrival instructions to post-stay feedback requests, to enhance their experience and encourage repeat bookings.
A predefined strategy for communicating with guests during unexpected events that disrupt their stay, such as power outages, internet failures, or natural disasters. This plan outlines how to inform guests, provide updates, and offer solutions to minimize inconvenience.
Maintaining clear and timely communication with guests throughout their stay, from pre-booking inquiries to post-stay follow-ups, to ensure a positive experience and address any concerns promptly.
Digital tools and platforms designed to assist hosts with managing their short-term rentals, encompassing tasks like listing distribution, booking management, guest communication, and financial reporting.
A document or digital resource provided to guests upon booking or arrival that contains essential information about the short-term rental property, including check-in/out instructions, Wi-Fi passwords, appliance usage, and local recommendations.
A proactive and personalized approach to communicating with guests throughout their short-term rental journey, from pre-booking inquiries to post-stay follow-ups.
Proactive communication initiated by a host or property manager to guests, such as pre-arrival instructions, local recommendations, and follow-up messages.
An “Ojalá Review Response” is a thoughtful and personalized response to a positive guest review, expressing gratitude for their kind words and highlighting the aspects of their stay that contributed to their positive experience. It aims to amplify the Ojalá Effect and encourage future bookings.
Utilizing various communication channels like messaging apps, email, and SMS to provide a seamless and integrated guest experience throughout their stay.
A communication strategy that utilizes a centralized platform to manage guest messages from various channels, ensuring efficient and timely responses.
The steps involved in welcoming a new guest to a short-term rental, from booking confirmation to check-out instructions.