The average duration it takes a host to respond to guest inquiries or messages, a crucial factor in providing excellent customer service.
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Glossary Term: Guest Support
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The responsibility of the host to address any necessary repairs or maintenance issues that arise during a guest’s stay, ensuring a comfortable and functional rental experience.
A badge displayed on Airbnb profiles indicating that a host consistently responds to inquiries within a short timeframe, typically within an hour.
Assistance and support provided to guests throughout their stay, addressing their needs and resolving any issues.
Establishing and maintaining clear, timely, and effective communication channels with guests throughout their stay, from booking to checkout.
The concept that 80% of guest communication issues in short-term rentals can be addressed with 20% of commonly prepared responses or automated messages.
A designated person or service that guests can reach out to for urgent assistance or maintenance issues during their stay.
A dedicated platform within Airbnb for hosts and guests to communicate and resolve any issues or disputes related to bookings.
On-demand maintenance and repair services for short-term rental properties, addressing issues like plumbing, electrical, HVAC, or appliance malfunctions to ensure guest satisfaction and property upkeep.