Guest Messaging Guidelines

Key Aspects of Guest Messaging

Quick response times are essential, especially for the initial reply. Faster responses increase bookings and improve guest satisfaction.

Answer guests’ questions as thoroughly as possible in each message to minimize back-and-forth, saving time for both the team and the guest.

This procedure outlines how to respond to guests manually, whether through our management software or a booking site.
Use message templates (linked below) as much as possible to provide consistent answers to common questions.
Most property information can be found in the listing details and Breezeway.
Auto-response messages (shown below) include setup parameters detailing when and how they are sent, to whom, and why.

Response Templates

When reviewing a guest inquiry, ensure you know:

- Which property they’re asking about
- Their desired stay dates
- The number of people in their party
- Any specific questions they have
- Any special requests

- Address all questions and provide any needed information until the guest is ready to book.

- If the initial property is unavailable or doesn’t meet their needs, check if we have another property that does. If so:
  1. Send them a list of available property links that match their requirements.
  2. Confirm any key amenities they need (e.g., number of bedrooms, pool availability).
- If no alternative property is available, ask if they are flexible on any of their requirements (e.g., dates, amenities, or location).
- If no options fit their needs, politely inform them and wish them luck with their search.

SPACE HOLDER FOR AUTO MESSAGE DETAILS