Airbnb guest enquiries: The most common requests and how to handle them

Guest management starts before you even start receiving bookings. After potential guests start browsing multiple listings, they’ll pick their top choices and start asking hosts a few questions before they commit to a booking.  Being prepared for the “pre-booking” research phase of guest management is essential for your property because Airbnb rankings take into consideration the responsiveness of the host. Here are the top three Airbnb guest enquiries and our best tips for responding to guests.

Flexible check-in / out

Guests want to make the most out of their stay. They may enquire about checking in early due to their flight for example. Or, request a late checkout to get a sleep-in before their trip home.

It’s vital to respond to check-in / out requests as soon as possible. Your property could be one of many on their list. Your responsiveness could guarantee that you’re selected.

• Start by asking them their exact time of arrival so you are equipped with the information to assess whether flexible check-in / out can be made available.
• Be prepared for the unexpected. Some guests may arrive earlier without letting you know. If this happens, explain to the guest in a respectful way that you don't have the possibility to let them check in yet. Then surprise and delight them by offering a solution. You could provide them with a nearby storage area for their luggage. Or, simply recommend an interesting place that they can go to until check-in time.
• If you can't accept early check-ins, mention it in your listing policy. You will automatically filter out Airbnb guest enquiries in doing so. Keep in mind that guests don't always read descriptions fully. You may still need to reply to occasional enquiries indicating that you cannot accept early check-ins.

The same goes for check-outs. Guests often have a flight that leaves late at night or want to avoid peak hour traffic heading home.

Having a flexible check-in / out policy pays off. You may be able to secure bookings that otherwise would choose another property with less flexibility.

Discounts

Airbnb has been around for a number of years. Guests have become savvy with the concept of home rentals and their expectations have risen as a result. Many of them aren’t shy about asking for a discount on their stay. Hosts should thoughtfully consider this and the impact that this could make on your income.

Here are some of our best tips for giving discounts to guests:

• Consider season and demand: Offer discounts during off-seasons when demand is low
• Discount for longer stays: Offer a discounted rate for guests who stay for longer periods of time to ensure stable income and occupancy
• Discount for repeat guests: Provide a discount to repeat guests to build customer loyalty and encourage return visits.

Parking

Another highly-desired feature that always comes up with Airbnb guest enquiries is parking space. A free parking spot in or close to the property is undoubtedly the most appealing amenity, followed by public parking within a walking distance of the property.

Include details of parking and always specify as much detail as possible. If you say that the parking is free, be clear. Do you have a garage available? Is there a parking spot on the street? If you specify there is public parking, How far is the walk? How much will it cost the guest? It's a good idea to describe the type of vehicle the parking spot fits. A small garage will probably not fit a big van, so remember that just ‘parking’ will not do for your property listing. Be specific.

Check-in flexibility, discounts and parking are certainly not the only things that guests value. Take a look at this infographic we created to get an idea of what really matters to guests. Property features, location and extras should all be taken into consideration for having a successful listing.

General tips for dealing with Airbnb guest enquiries:

• Mention if you have flexible check-in to rule out any misunderstanding from the start of your listing. Make it clear what your policy regarding check-in/out is.
• The location of the property in the listing may not provide enough detail to guests who are new to the area. Specify important details such as available parking, proximity to supermarkets and recommended public transport options.
• Decide if you are willing to offer discounts to guests
• Configuration information is always handy. Guests will wonder if there is a staircase, lift access or if a bathtub is available on the property. If not, you can consider providing this in the future if this is an enquiry that occurs often.
• Send guests details about the key exchange days before the stay. Don't wait until the arrival day. By sending the details beforehand, you guarantee that they will read them and communicate with you in case they have questions.
• When a guest unexpectedly arrives early, offer a solution. Think about enjoyable local places they could visit between their arrival and check-in time.

If you’re prepared for possible requests beforehand, you'll be able to communicate with the guests in a fast and concise way. At MadeComfy we have a Guest Communication team managing enquiries and assisting guests 24/7 and offer a guest portal for each stay. Click here to learn more about our Guest Management services.