# 3. Guest Communication

Key Principles for Messaging

1\. Respond Quickly

• Aim to reply to guest messages as soon as possible. Prompt responses show attentiveness and reliability.

• Avoid waiting longer than 24 hours to respond unless it’s an emergency or outside your operational hours.

2\. Avoid Generic, Templated Responses

• Guests appreciate personalised replies that directly address their questions or concerns.

• Avoid copy-pasting generic templates without tailoring them to the situation.

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How to Respond Effectively

1\. Directly Address the Guest’s Query

• Read the message carefully and ensure your response answers all their questions.

• If a guest asks for details about a packing list, don’t just say, “Check the itinerary”; instead, respond like this:

“Hi \[Guest’s Name], for your upcoming trip, we recommend packing \[specific items]. Let me know if you have additional questions!”

2\. Acknowledge Receipt of Their Request

• Even if you don’t have an immediate answer, confirm that you’ve seen their message and are working on it.

• Example: “Hi \[Guest’s Name], thank you for your question about \[specific topic]. I’ve received your request and will get back to you with more details shortly!”

3\. Follow Up Using an Additional Communication Method

• While messaging on the platform is vital, we recommend following up through another form of communication (e.g., email or phone) to ensure the guest feels supported.

4\. Maintain a Friendly Yet Professional Tone

• Avoid using overly casual text message language like “Hey, got ur msg. Thx!”

• On the other hand, don’t be overly formal as in a business email. Strike a balance:

“Hi \[Guest’s Name], thanks for reaching out! I’d be happy to assist with \[specific request].”

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Important Reminders

1\. Double-Check the Guest’s Name

• Address the guest by their correct name to avoid confusion and ensure a positive impression. Sending the wrong name can make them feel undervalued or lead to them ignoring the response.

• Example: Always confirm their name in the salutation (“Hi \[Guest’s Name]”).

2\. Proofread Before Sending

• Review your message for clarity, typos, or grammatical mistakes.

• Ensure the information is accurate and aligns with your trip details.

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Examples of What to Avoid

1\. Too Formal

Dear Guest,

We have received your request and will respond in due course.

2\. Too Informal

Hey, thx 4 ur msg, will get back 2 u l8r!

3\. Incorrect Name

Hi Lisa,

Thanks for your message!

(when the guest’s name is actually Emily)

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Follow-Up Expectations

1\. After the Initial Response:

• If the guest doesn’t respond within 48 hours, follow up politely to ensure they received your message.

• Example:

Hi \[Guest’s Name], I just wanted to follow up on my previous message to see if you needed any more information. Let me know how I can assist!

2\. Final Communication Check:

• If an issue remains unresolved, escalate it to your team or contact the platform support team for assistance.

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Best Practices Summary

• Respond promptly to all messages, ideally within 24 hours.

• Personalise your responses to address the guest’s query directly.

• Confirm receipt of requests and follow up as necessary.

• Maintain a friendly, professional tone—neither too formal nor too casual.

• Double-check names and proofread messages before sending.

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