Mark Simpson shares why hosts shouldn't rely only on OTA messages. When a guest's poorly formatted message buried check-in details 48 hours before arrival, it showed hosts need direct communication. Guests want to feel welcomed and thanked, not just processed through a platform.
Because as we know, you can't count 100% on the OTA. Sometimes there's that minimal glitch of point 0, 0,0001%. And as a human, you just want, you want to be thanked, you want to be welcomed. So finally, 48 hours before arrival, I received a message on the platform from the guest who's long, poorly formatted. I had to really dig through the information to find, okay, how do I get into the house? And then after that point, from arrival on, the host was amazing in their communication. So as a first time host or someone who hasn't been doing it very long, yeah, you might think, okay, in house, in state communication, we got to nail this.
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