3. Guest Communication

Help you communicate effectively and resolve guest queries.

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.

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].”

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.

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)

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.

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.