A metric used by Airbnb and VRBO to track how quickly a host responds to guest inquiries and booking requests, influencing search ranking and Superhost status.
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Glossary Term: Guest Communication
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A metric measuring the average time taken by a host or property manager to respond to and resolve guest inquiries or issues, reflecting customer service efficiency and responsiveness.
Emphasizes the importance of timely and effective communication between hosts and guests throughout the booking process and stay, fostering trust and enhancing the overall experience.
Establishing consistent and standardized communication practices with guests throughout their stay, from pre-arrival instructions to post-departure follow-up.
Utilizing instant messaging features within platforms or dedicated apps for swift communication with guests regarding bookings, inquiries, or issues.
Enabling guests to submit maintenance requests by scanning a QR code linked to a dedicated communication channel or platform.
Facilitating a system for reporting lost and found items through a QR code linked to a dedicated communication channel or platform.
A feature on booking platforms that allows potential guests to inquire about the availability and pricing of a short-term rental for specific dates without committing to a reservation.
Providing guest communication and support in multiple languages to cater to international travelers and expand the potential guest pool.
Maintaining a prompt and consistent response time to guest inquiries and messages, demonstrating professionalism and attentiveness.
Developing effective communication and negotiation techniques to handle guest inquiries, resolve conflicts, and secure bookings at optimal rates.
Offering communication and support to guests in their native language, either directly by the host or through translation services, to enhance the guest experience.