This is a super important item to cover because how to communicate with guests after hours can be the reason of our review being lower by a whole 1-2 stars.
It is super important to know that there are templated responses that go out to guest to make sure that they don't miss important details (as well as these save us from repeating the same details over and over again manually with each guest). These responses go out on the channels and on email. Where I see that previous questions from guests are missed are primarily on the channels, namely Airbnb.
The schedule for the templated responses that go out in the evenings are as follows:
- One day before check-in before the guest has arrived @ 4 pm, the guest will get the following message:
"Hi [Name of Guest],
Here is the information you need for your upcoming stay at Moab Oasis.
Check in: Between 4:00 PM and 10:00 PM on Mar 20, 2022
Check out: 10:00 AM on Mar 27, 2022
2511 Redcliff Rd, 6J, Moab, UT 84532
Entry Code: ----
The condo is on the top floor. To get in enter the code into the keypad on the deadbolt (not the key box).
WiFi Network: 6J or 6J_ext
WiFi Password: ivanthedestroyer
Please use orange towels for the pool NOT the white towels. The key is hanging on the laundry room wall. Please put key back when you are done. Pool key replacement will be charged against the deposit.
Let me know if you have any trouble. Feel free to call, text, or message me with questions.
All the best,
2. On the day of check-in @ 6:00 pm, we send a message to the guest that says:
"Hey [Name of Guest],
I hope that you have settled in and are enjoying the place. We've found it's best to know about any issues you have so we can fix them as soon as possible. If you have any questions let us know. If we've already gone to sleep we'll respond as soon as we see the message tomorrow.
Always here to help,
3. The day before the guest's check-out @ 4pm, the guest guests a message that says:
"Hey [Name of Guest],
Tomorrow will be your check-out day.
Checkout is at:
Please follow the checkout procedure found on the cards under the tv in the family room.
Essentially we ask that you wash your dishes and start a load of used sheets in the washer. A fee may be charged for unwashed dishes.
As always, feel free to call, text, or message me with questions. Thanks for staying!
The reason it is so important to know when these messages go out is because we need to make sure that we are incorporating into our after hours (when phone lines are off) monitoring that we are responding to guest's questions instead of them asking a questions and then getting a canned response. We all hate it when that happens to us and it feels like a robot is answering us and not answering our questions correctly. So please be aware of this and make sure to respond accordingly.
The phone lines used to be on all the up until 10 pm and it was actually fairly painful to take and inquiry phone for some of the smaller prioritization tasks that can be handled during the day, during dinnertime. But the other kicker with this, we need to respond fast when we see emergencies happen (lock-outs/same day check-in issues). A response via text message is more than okay if somebody left a VM (also please note that every so often someone doesn't have a smart-phone, is typically about sub 1% these days, but if you aren't getting a respond you may have to call due to this). Typically if they get a text message right away they will respond back (please note for Wolf Springs or other remote areas that sometimes a text can be better due limited service).
Also, sometimes a guest may text back and ask for a phone call back, in these circumstances they have quite a bit to say (or just not a great texter) and would appreciate a ring. Please prioritize well, for emergencies please get back to guests fast. But also remember to follow up with all guests (also remember that all guests like speedy responses and this helps reviews greatly, especially when there are items outside or our control we can always nail our communication and get 5 stars there). When monitoring also try to catch up on all of the messages that need to be responded in that day. Sometimes when we put the small little messages off until the next day then they get forgotten about when the next person is on shift. Every single guest needs to be properly respected and communicated with (even if we don't know the answer, we can always work hard to find it as keep the guest updated)
Please reference The Taxi Driver for additional information on the level of hospitality we should keep with guests:
Also please reference Guest & Owner Communication Protocol for issues in which we have to message the owner and then the guest: