A guest shouldn't have to ask the same question twice.

Short-Term & Vacation Rental Discussions
1moFollow

A guest shouldn't have to ask the same question twice.

Odoh Theophilus Tochukwu
Virtual Assistant · Member since 2026 · 65 posts · 16 votes

One thing I've noticed in STR operations is that repeated questions usually point to a communication gap.

If guests constantly ask:

• Where do I park?
• How do I get in?
• What time is checkout?
• Where do I put the rubbish?

The problem may not be the guest.

The information may simply not be reaching them at the right time.

Good guest communication isn't about sending more messages.

It's about sending useful information before the guest needs it.

That makes the stay easier for the guest and reduces repetitive work for the host.

#GuestCommunication #STRManagement #GuestExperience #AirbnbHost #PropertyManagement

1Reply
117 views

Most Popular Reply

Andrew SteffensBusiness Member
Tampa, FL · Member since 2022 · 3k+ posts · 3k+ votes
1mo
Quote from @Adrienne Rammohan:
Quote from @Andrew Steffens:

Double edge sword, put all the necessary info in a welcome packet - it can get lengthy.  Once its lengthy people dont read.


 I think you're absolutely right--what do you think a good solution is?


 Its hard to combat someone's unwillingness to read - we segment the info into easier digestible chunks, that works well for 95%+ of people.

[email protected]813-563-0877
Vacation Rentals of Florida53 Reviews
WebsiteView Page
4Reply
See this reply in the discussion

7 Replies

Jump to latestLatest
  • Theresa HarrisPro Member
    Member since 2019 · 15k+ posts · 11k+ votes
    1mo

    Some of the time the information is there or was given and they didn't bother to read it.  Basic info should be posted inside the unit as well as given to them when they check in.

    1Reply
    • John UnderwoodPro Member
      Investor · Greer, SC · Member since 2014 · 13k+ posts · 17k+ votes
      1mo
      Quote from @Theresa Harris:

      Some of the time the information is there or was given and they didn't bother to read it.  Basic info should be posted inside the unit as well as given to them when they check in.


       Very true!

      I don't get many questions but on the rare occasion that I do, the answer was either in the pictures, the description or the checkin checkout instructions. 

      1Reply
  • Andrew SteffensBusiness Member
    Tampa, FL · Member since 2022 · 3k+ posts · 3k+ votes
    1mo

    Double edge sword, put all the necessary info in a welcome packet - it can get lengthy.  Once its lengthy people dont read.

    [email protected]813-563-0877
    Vacation Rentals of Florida53 Reviews
    WebsiteView Page
    3Reply
    • Adrienne RammohanPro Member
      Investor · Washington, DC · Member since 2022 · 117 posts · 133 votes
      1mo
      Quote from @Andrew Steffens:

      Double edge sword, put all the necessary info in a welcome packet - it can get lengthy.  Once its lengthy people dont read.


       I think you're absolutely right--what do you think a good solution is?

      [email protected]
      BiggerPockets
      0Reply
    • Andrew SteffensBusiness Member
      Tampa, FL · Member since 2022 · 3k+ posts · 3k+ votes
      1mo
      Quote from @Adrienne Rammohan:
      Quote from @Andrew Steffens:

      Double edge sword, put all the necessary info in a welcome packet - it can get lengthy.  Once its lengthy people dont read.


       I think you're absolutely right--what do you think a good solution is?


       Its hard to combat someone's unwillingness to read - we segment the info into easier digestible chunks, that works well for 95%+ of people.

      [email protected]813-563-0877
      Vacation Rentals of Florida53 Reviews
      WebsiteView Page
      4Reply
  • Mike Shemp
    Rental Property Investor · Stewartsville, NJ · Member since 2016 · 418 posts · 280 votes
    1mo

    Most guests don't read - They just want the key code and wifi password usually, so that's what we put in the the last message to them before check-in.

    Mike

    0Reply
  • Angela Venger
    Member since 2026 · 47 posts · 21 votes
    1mo

    Andrew's segmenting point is right, but I'd go further than chunks. What I do is log every question a guest asks me, and if the same one comes up more than twice it goes into my automated reply system, so I never answer it a third time by hand. That way the welcome packet doesn't have to carry everything, it only carries the stuff that keeps actually getting asked. I've got 4 properties and I answer every message myself, and thats the only reason its still possible. Mike is right that the message with the door code is the one everybody opens, so the top two or three end up in there.

    0Reply
Join the conversationCreate a free account to reply, vote on answers and follow this thread.
Log InJoin for Free