Sapphire Stein explains Wishbox, an automation tool that collects guest emails, sends timed messages like access codes, and handles reviews. Positive ratings get pushed to public sites while lower ones go to hosts for direct follow-up. Mark Simpson provides email templates from Boost Lee Academy that drop straight into the system.
Final question before I move on to the topic is a big pain point of hospitality owners that want to increase their diary bookings is that when somebody books via booking.com and Airbnb, like you mentioned, there is that we don't get their email address. It's a hidden email address. So by having your services, is there a way that we could reach out to the guests via automation and then collect their guest data that we can use for further marketing purposes? As in email marketing, Is that something that you can help with?
Definitely. So it's actually the first thing we ask the guests. So when using Wishbop, we communicate with the guests, we invite them, say, hey, looking forward to having you. Let's fill in these few details. And then the first thing that you ask the guest is essentially that contact information.
People are watching this and you're thinking, well, this all sounds great, this all sounds amazing, but I haven't got a clue on what to create. If you're part of the Boost Lee Academy, I've got email template copies that you can just copy, paste, amend and add into Wishbox right now. And it covers you for every step of the guest booking process. Now, talking about the guest booking process during the stay is a tricky topic. People assume that guests will just like to be left alone where some go. No, you've got to contact them just to know that you're thinking about them. What's your opinion on this? And again, how do you help with this app?
It's a good question because I think I'm definitely for the contact. If guests want to disconnect, they also have the option to do it in Wishbox. You're also able to time a message to the time of arrival. And then if there's different access codes or different sensitive information you only want to release at the very last moment, then you're able to do that automatically. So that's just connecting to the guests upon arrival. But I think it's definitely important to check in with the guests. They have all the information that you can create, like frequently asked questions and different content for them. And so you don't really need. You can check in, you can automate a message just to check in, but you don't need to worry because they would have all the information in one place and it would be, you know, a click of a button, they see all the details. So there's no need to constantly worry and check in with them repeatedly.
What do you recommend that people do to get a guest to leave you a review? I know I've got my thoughts on this, but I'd love to hear what you think.
Sappha One of the most important things is review management and like you said, working to optimize the reviews. So of course it depends on the actual experience the guest had, which is why working towards that is something that's extremely beneficial and important. And like you said, no one knows if it's automated, so it really feels personal. We send the feedback directly to the host, obviously and then it's basically a way for the guests to vent and communicate with the host directly rather than posting it online. So so again we ask for the rating. If it's a positive rating, we encourage them to leave their review online. If it's a not so good rating, which is 3.9 stars and under then we encourage them to contact you, the host, directly. So that's a great way to optimize reviews.
Out of all the people that you help and the rental owners that you work with, what is the one big mistake that you see the majority of people make when it comes to communication?
So I think the number one mistake is not so for example, one mistake is not providing additional content that is added value to guests. Guests want to feel like they're in the local experience. And I think that a lot of hosts have that information and when guests ask them the information, they. They provide that information but they don't have it organized for all of the guests.
I can see just from personal speaking and all of the manual work that we've had to do over the years because our PMS hasn't had automated email triggers built into their system. I can see how much time you're going to save. And we've always done the upsell because the granary, which is my family business, is bed and breakfast. It's holiday cottages, but it also was a restaurant. It also was tea rooms and we always used to activ do the upsell. But again it was always had to be manual. I would be wasting I got even can't even think how many hours a week by having to manually remember to send all these. But having it automated is such a time saver. But it's also what I love about Wishbox after like speaking to you before our call and looking in the back end and speaking to others is that ability to have the upsell.
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