The process of identifying, diagnosing, and resolving problems or issues that may arise during the operation of a vacation rental, such as maintenance requests, guest complaints, or technical difficulties.
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Glossary Term: Guest Support
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Having systems in place to address and resolve any issues or problems that may arise during a guest’s stay promptly and efficiently, minimizing disruptions.
The process of guiding new guests through the initial steps of using a short-term rental platform or booking a property, ensuring a smooth and positive first impression.
Creating a smooth and stress-free check-in process for guests, with clear instructions, easy access to the property, and prompt assistance if needed.
Connecting your property management system to Twilio’s communication platform for automated messaging, appointment reminders, and guest support.
Using automated messages to respond to common guest inquiries, provide check-in instructions, or send reminders, freeing up host time and ensuring prompt communication.
Digital platforms and software solutions designed to streamline and automate guest communication for short-term rental hosts, including automated messaging, booking inquiries, and guest support.
The ongoing interaction with guests from pre-booking inquiry to post-stay follow-up, ensuring a positive guest experience.
A secondary physical location used by a property management company or host to manage operations, handle guest inquiries, or store supplies.
Providing 24/7 guest assistance for emergencies, questions, or issues that may arise during their stay.
Providing prompt and efficient property management services that address the specific needs and concerns of both property owners and the defined target market.
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.