Mark SimpsonHelping short-term rental hosts get the tools, tactics and training to grow direct bookings with confidence

Mastering the Art of Guest Communication: Secrets to Earning 5Star Reviews ⭐

29 Aug 2023 · 1 min

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This YouTube interview (Mark Simpson, uploaded Aug 29, 2023) discusses best practices for guest communication aimed at earning five-star reviews. The opening segment emphasizes the importance of an intentional communication flow: hosts should send a personalized thank-you message after booking, provide directions to additional information (digital guidebook or PDF/Word/Canva materials), and not rely solely on OTA-generated messages.

Chapters

So when it comes to getting that, let's just call it the five star review before they even arrive, what are some best practices, best tips that you could recommend to somebody that is even starting out or somebody that's experienced. How could they sort of embed into that sort of guest experience for people, please.
The biggest thing is your communication flow. So when the guest books, you have got to say thank you. You have got to send your own message. Don't leave it to the OTAs. Don't leave it to, you know, there are other people in the group saying, hey, thanks for booking. It's like, no, no, no, you need to be the host and say thank you so much for booking. We're looking forward to you to your arrival and then direct them to where they can find more information. So if you're just starting out and you're not to a digital guidebook yet, you're thinking, okay, we'll just send a big long email, we'll send a canva created PDF, maybe we'll send a word doc, you know, that's a good place to start.