Keeping in touch with guests when I am not onsite
Posted: Thu Jun 09, 2016 7:53 pm
Hi Everyone,
It's been years since I've posted here - but am back trying to pump up rentals a bit.
I lived on the island of Bonaire, where my places are located for about 9 years and it was quite a bit easier to get bookings being on the island. It was also 99.99% smooth sailing because I personally met every guest, lived onsite so could get over there in a matter of minutes or at most hours to fix any problems. At times I've been off island is the only time I've had complaints. And I am not blaming my management, which is pretty good, but things definitely go awry with more frequency when I'm not there.
So what I've found can keep damage control down is sending an early/middle of the week e-mail asking how things are going and wishing them a fantastic week or to enjoy the rest of their trip and to let me know of any issues or suggestions that come up during their stay.
I don't want to be intrusive or needy but in one instance (the only "bad" review) I've received on vrbo or airbnb (don't remember) was for a guest that I never contacted during their stay. I felt that if I had contacted him - reached out to him to ask how his trip was going and if he had any questions or concerns, I could have avoided that negative review. His complaints were really minor and they were things we could have dealt with had we even known at the time or that he could have complained to me about via e-mail rather than telling the whole world. (a missing slipcover on a dining chair, construction nearby... )
So my question is to you - Do you do this and if so do you have a sample e-mail of what you send.
Below is what I sent to two guests today (It says "food and beer" because the guest mentioned those things in his correspondence with me - looking forward to local food and strong beer) I did not put that in the message to the other guest. I try to mirror their way of corresponding.
Curious as to how others handle this.
thx!
-----
Hi guest
Just wanted to check in with you to see if all was going well and if you're enjoying the apartment, island, food and beer...
If you have suggestions, comments, improvements etc that we could make please let me know either now or any time after your trip as well.
Hope you are having an amazing trip.
Thanks again,
Me
--------
It's been years since I've posted here - but am back trying to pump up rentals a bit.
I lived on the island of Bonaire, where my places are located for about 9 years and it was quite a bit easier to get bookings being on the island. It was also 99.99% smooth sailing because I personally met every guest, lived onsite so could get over there in a matter of minutes or at most hours to fix any problems. At times I've been off island is the only time I've had complaints. And I am not blaming my management, which is pretty good, but things definitely go awry with more frequency when I'm not there.
So what I've found can keep damage control down is sending an early/middle of the week e-mail asking how things are going and wishing them a fantastic week or to enjoy the rest of their trip and to let me know of any issues or suggestions that come up during their stay.
I don't want to be intrusive or needy but in one instance (the only "bad" review) I've received on vrbo or airbnb (don't remember) was for a guest that I never contacted during their stay. I felt that if I had contacted him - reached out to him to ask how his trip was going and if he had any questions or concerns, I could have avoided that negative review. His complaints were really minor and they were things we could have dealt with had we even known at the time or that he could have complained to me about via e-mail rather than telling the whole world. (a missing slipcover on a dining chair, construction nearby... )
So my question is to you - Do you do this and if so do you have a sample e-mail of what you send.
Below is what I sent to two guests today (It says "food and beer" because the guest mentioned those things in his correspondence with me - looking forward to local food and strong beer) I did not put that in the message to the other guest. I try to mirror their way of corresponding.
Curious as to how others handle this.
thx!
-----
Hi guest
Just wanted to check in with you to see if all was going well and if you're enjoying the apartment, island, food and beer...
If you have suggestions, comments, improvements etc that we could make please let me know either now or any time after your trip as well.
Hope you are having an amazing trip.
Thanks again,
Me
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