When you own a vacation rental, having superior guest communications in place is just as important as making sure your home is in top condition for each and every stay booked. Even the most memorable property option out there won’t receive the stellar feedback from visitors it deserves if your guests can’t find the answers to the questions they have along the way in a timely manner. Yes, guest communication can be highly time-consuming if you don’t have a strategic plan in place, and many worry that they simply won’t be available to respond to questions at all hours of the day or night. However, from pre-booking to post check-out, making sure your guests know exactly where to go with inquiries at a moment’s notice is a must. The following are some of the best practices you can put in place for guest communication when you want to make sure a stay at your Pocono rental property is always memorable from start to finish.
Make Sure the Essential Details Are Available Right on Your Listing
A great way to connect and communicate with your guests about your home’s layout, functionality, and logistics is to include the answers to frequently asked questions right on your marketing listing! Before a prospective guest even books a stay, they’ll gain insight into many of the questions they’re bound to have upfront when you include detailed information into your marketing plan. This could and should include a comprehensive list of all your vacation rental’s amenities as well as its distance from top area attractions. Don’t overlook highlighting any extra feature available for guest use during a stay like a hot tub, fireplace, bikes, or kayaks for outdoor adventures. You’ll also want to make sure you dedicate time to letting prospective guests know about any and all home policies you enforce, as well as check-in and check-out procedures in detail. Whether your home includes smart lock check-in options, an unwavering check-out time, or amenities you don’t provide up front that they’ll want to be sure to pack, a listing is the perfect reference point for guest answers before they even arrive.
Don’t Hesitate to Automate Some of Your Correspondence
You certainly want to offer your guests personalized responses when they reach out directly to you with questions, concerns, or comments, but a series of automated messages set up to ensure your guests have access to the details they need during their stay is a good idea too. This can save you significant time while guaranteeing you won’t accidentally overlook some of that vital information your guests deserve to have at their fingertips.
A few great automated messages to add to your lineup would be a confirmation email after they book a stay that also thanks them for choosing you and your property, as well as a pre-stay message that reiterates check-in time, arrival information, parking details, directions, and house rules, followed by an email with specific to access details for the home like Wi-Fi codes, security system setups, garage access numbers, and more. It’s always nice to send a message the day after your guests check in to see if they have any questions if you haven’t heard from them since their arrival. A last-day automated check-out reminder is a helpful hosting touch followed by a thank you message and request for feedback after they check out. This type of series of automated messaging lets your guests know you care about their stay but doesn’t feel pushy or invasive if they’re hoping to relax, unwind, and enjoy your property at their own pace.
Even a Small Digital Guidebook Goes a Long Way
Making sure you have a guidebook of some type in place for your guests upon arrival in your vacation rental goes a long way toward showing them you’ve invested in the personal communication touches that matter most. It also sets you up as an area expert and makes them feel even more at home and at ease upon arrival. While there’s no reason not to create a physical guidebook with your favorite restaurant, attraction, and event recommendations, if you choose to, crafting a digital guidebook that you can send to guests instead is another option. This is a convenient choice when you want to be able to update your guidebook at the touch of a button from your end of things or send a digital notice to your guests in real-time when you find out about a fun event that might have just popped up in town during their stay that you think they might love to attend.
Communication Counts
Owning a vacation rental is about maintaining a beautiful space for guests, but communication is key to keeping guests returning to your property time and again. Above all, it’s important to be clear and concise about your property’s features, rules, and procedures from the start. If any issues arise during a guest’s stay, being readily available to answer the call can prevent tensions from rising and a quick resolution can even lead to a great review despite the unexpected troubles. Being responsible is essential when you want to build a reputation of trust with your guests and the community you work in at large. When you professionally receive feedback as well, you’ll find you can grow your business year over year with great communication leading the way to success.
Reach Out Today to Learn More
When you know you want to streamline your vacation rental business, partnering with the professional property management team at Pocono Mountain Rentals is the place to start. Reach out today to learn more about our comprehensive services that include world-class guest communications to make your approach to business scalable, seamless, and always satisfying to those who book a stay in your home.
