Strategies and tools used to manage and analyze customer interactions throughout the guest journey, aiming to enhance satisfaction, loyalty, and repeat bookings.
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Glossary Term: Guest Communication
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The continuous process of collecting, analyzing, and acting upon guest feedback to improve the short-term rental experience, address issues, and enhance guest satisfaction.
Specific guidelines and expectations set by hosts for their short-term rental property, addressing issues such as noise levels, smoking policies, and pet restrictions.
The use of technology to automate repetitive customer service tasks in short-term rental management, such as responding to frequently asked questions or managing booking inquiries.
Data that guests willingly and proactively share with short-term rental hosts, such as preferences, interests, and travel styles. This information can be collected through pre-stay questionnaires, guest portals, or direct communication, enabling hosts to personalize the guest experience.
A comprehensive document or digital resource provided to guests upon booking or arrival, containing essential information about the short-term rental, local area, house rules, and contact details.
Detailed instructions provided to guests explaining how to access the property upon arrival. This can include information about key codes, lockboxes, parking, and any other relevant details.
The specific instructions provided to guests for how to check out of the property, including returning keys, locking up, and disposing of trash.
A record of all interactions and communications with guests, including inquiries, booking confirmations, and issue resolutions.
Tasks performed by a co-host, such as guest communication, cleaning, maintenance, and problem resolution.
Guidelines for professional and respectful communication between hosts, guests, and other stakeholders in the short-term rental industry.
A feature within a property management platform that consolidates guest communication from multiple channels, such as Airbnb, VRBO, and email, into a single inbox.