Loading...
Loading...
Category: Guest Communication
By: Priya Nair
Reply by Chris Nakamura:
Here are my most-used saved responses (I have these in Hospitable's template library): **Late check-in (after hours):** "Hi [name]! No problem at all — self check-in is available 24/7. Your unique door code is [code] and works from [time] onwards. Full check-in instructions here: [link]. Safe travels and message me when you're settled!" **Early check-in request:** "Thanks for asking! If no guest is checking out that day, I can usually accommodate early check-in (as early as 1pm). I'll confirm the morning of. If the previous guest checks out on time, I'll send you an update as soon as the space is ready!" **Restaurant recommendations:** "Great question! My top local picks: [Restaurant 1] for [cuisine] (5 min walk), [Restaurant 2] for date night (reserve ahead), and [Restaurant 3] for casual brunch. Full list with directions in the guidebook: [link]" **Something is broken:** "I'm sorry about that! I've contacted our maintenance team and they'll be there within [timeframe]. In the meantime, [workaround]. I appreciate your patience and I'll follow up once it's resolved." **Checkout reminder:** "Hope you've had an amazing stay! Just a reminder that checkout is at [time] tomorrow. [Checkout steps]. Safe travels and thank you for being a wonderful guest!" These save me hours every week. Hospitable (https://hospitable.com) sends most of them automatically — I only type custom responses for unique situations.
Reply by Kevin O'Brien:
I have about 40 saved replies in a Google Doc that I copy-paste from. But honestly, switching to Hospitable and automating the top 10 messages was the game changer. The templates are nice but automation is better — the message goes out at exactly the right time without me thinking about it. The one template I always type manually: the post-negative-experience message. "I'm really sorry about [issue]. Here's what I've done to fix it..." — this one needs to be personalized every time.