(10/6) The policies set forth by Airbnb control the use of its online marketplace for short-term rentals for both hosts and guests.
All aspects of short-term rental services are covered by these regulations including the short-term rental agreement, safety and security, payments and fees, cancellation, and content restrictions, among others.
Additionally, there are several rules for proper communication between hosts and guests that must be properly followed. If this is not done, the host may face fines, account suspension, or legal action. The dos and don'ts of guest communication on the Airbnb platform will be covered in this article.
The Airbnb Guest Communication Dos
For a positive Airbnb experience, hosts must be aware of the following dos of communicating with guests.
Be prompt: As an Airbnb host, it is required of you to respond to messages, questions, and inquiries from guests as soon as possible. This helps to improve overall visitor experience, booking conversion, trust and reliability, competitive advantage, cancellation rates, and problem-escalation avoidance.
Clear communication: You must communicate clearly regarding everything about your property and your listing as a host. This should involve giving precise and thorough details about the features of your property including rules, accurate descriptions of the amenities, and check-in and check-out procedures. Provide clear, concise check-in instructions along with contact information in case of problems.
Be cordial and courteous: According to Airbnb's regulations, all host communications with guests must be kind, cordial, and considerate. This is due to the fact that a friendly tone creates a welcoming atmosphere from the outset and establishes a solid reputation as a host. You must address the guests by name and use kind language such as "please," "thank you," and "I appreciate your understanding."
Customize your messages: You have a responsibility as an Airbnb host to address your guests specifically. You must do this by addressing them by their names and providing them with local advice or suggestions that are relevant to their interests. A friendly welcome makes a good first impression.
The Airbnb Guest Communication Don'ts
Here are some don'ts of Airbnb guest communication that are unacceptable under any conditions.
No abusive language: It is strongly cautioned that neither the host nor the guests use hostile or confrontational language in any communications either before or during the booking. As a host, using combative language encourages guests to give you negative feedback online. Your reputation and success as a host on the platform will suffer as a result.
Don't put off replies: Avoid making visitors wait for responses because this can cause annoyance and result in fewer reservations. Due to the lower occupancy rates, this also affects your rental income.
No discrimination: It is strictly forbidden on the platform to discriminate against visitors based on their race, gender, or other protected characteristics. This lowers your occupancy rates and has an impact on your platform reputation.
Conclusion
This article has shared some of the dos and don'ts of communicating with guests as an Airbnb host. It is advised that you read through Airbnb's policies for a thorough explanation of the dos and don'ts.
