Clear, effective communication is the key to happy guests.

I’ll walk you through the best practices for handling your vacation rental guest communication before, during, and after their stay.

Managing a vacation rental isn’t just about providing a beautiful space—it’s about maintaining clear and professional communication with your guests from start to finish. Whether you’re coordinating check-in, answering questions during their stay, or handling complaints, the way you communicate can make or break the guest experience.

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In this episode, I’ll cover best practices for guest communication before, during, and after their stay. We’ll also give you tips on how to handle common guest requests and complaints, ensuring your guests feel heard and valued throughout their entire experience. After all, clear communication is the foundation of happy guests and great reviews.

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Setting Expectations Early

The communication you have with guests before they arrive sets the tone for their entire stay. This phase is all about preparation—making sure your guests have all the information they need for a smooth arrival and stay.

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Confirm The Booking & Provide Check-In Details Early

As soon as the booking is confirmed, send a friendly message welcoming them to your property. This is also the perfect time to share essential details like check-in instructions, directions, parking information, and house rules.

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Many guests, especially first-time renters, appreciate detailed check-in information well in advance of their arrival. If you’re using a keyless entry system, be sure to include how to use it, and let them know they can contact you if they run into any issues.

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Tip: Automate your communication! Use platforms like Airbnb or property management tools such as Smartbnb to automatically send out messages with important details, reducing the workload and ensuring no communication slips through the cracks.

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Offer To Answer Questions

While you’re likely sending automated messages with instructions, be sure to add a personal touch by encouraging guests to reach out with any questions. A line like, “Feel free to contact me if you have any questions or need recommendations!” invites open communication and reassures guests that you’re available if they need you.

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Be Available Without Being Overbearing

Once your guests have checked in, it’s important to maintain communication without being intrusive. Here’s how to strike the right balance:

Send a Welcome Message

A simple “Welcome to [Your Rental]” message on the day of arrival can help reassure your guests that everything is ready and you’re available if they need anything. It’s also a great time to remind them of any local recommendations you’ve shared in a welcome guide or digital guidebook.

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Something like, “Welcome! I hope you had a smooth check-in. If you need anything during your stay, don’t hesitate to reach out. Here are a few local restaurant recommendations to start you off…” goes a long way in making guests feel supported.

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Be Prompt in Addressing Issues

During their stay, guests may encounter questions or minor issues—whether it’s how to operate the thermostat or a problem with the Wi-Fi. The key here is to respond quickly. Even if you can’t solve the issue immediately, acknowledging their concern and giving them a time frame for resolution shows you care and are on top of things.

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Respect Their Space

Most guests appreciate being left alone to enjoy their stay. Check-in after their arrival to make sure everything is okay, but avoid sending too many follow-up messages unless absolutely necessary. If guests feel overwhelmed by constant communication, it can make their stay less enjoyable.

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Pro Tip: A quick follow-up message mid-stay (especially for longer bookings) can help show you’re attentive but respectful. Something like, “Hope everything is going well! Let me know if you need anything during the rest of your stay” is a nice touch without being intrusive.

Stay Calm & Professional Handling Guest Complaints

Even the best hosts will encounter complaints from time to time. How you handle these situations can turn a potentially negative experience into a positive one. Here’s how to address common guest complaints effectively:

Acknowledge the Issue

The first step in handling any complaint is acknowledging the guest’s concern. A simple, “I’m sorry you’re experiencing this issue” lets them know you’re listening and understand their frustration.

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Apologise and Act Quickly

If it’s something you can fix (like a broken appliance or a missing amenity), do it as quickly as possible. If the problem is out of your control—like a neighbour making noise or bad weather—apologise for the inconvenience and offer an alternative solution. For example, “I’m really sorry about the noise. Would you like me to contact the neighbours or offer a quiet place for you to move to during the day?”

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Offer a Gesture of Goodwill

If the issue significantly impacted their stay, offering a small gesture can go a long way. This could be a discount on a future stay, a free bottle of wine, or even a refund for part of their booking. Guests appreciate hosts who are proactive about resolving issues, and a goodwill gesture can turn a negative review into a positive one.

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Encourage Reviews and Repeat Bookings

The guest experience doesn’t end at check-out. Following up after their stay can leave a lasting impression and encourage repeat bookings or reviews.

Send a Thank You Message

Once your guests have checked out, send a thank-you message. Keep it short and sweet: “Thank you for staying at [Your Rental]! I hope you had a great time and safe travels home.” You can also use this opportunity to remind them that reviews help other guests find your property.

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Ask for Feedback

While not everyone will leave a review, many guests are happy to offer feedback when asked. A message like, “I’d love to hear your thoughts on how we can make future stays even better!” invites constructive criticism and shows you’re committed to improving the guest experience.

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Encourage Repeat Bookings

If the guest had a great stay, encourage them to book with you again. Offer a discount or mention upcoming events in your area that might interest them. “We’d love to welcome you back! If you’re planning another trip, here’s a 10% discount on your next stay.”

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How do you handle guest communication?

Share your best practices in the comments.

In the vacation rental world, communication is everything. Clear, responsive, and thoughtful communication before, during, and after your guests’ stay can make all the difference in creating a memorable experience. By setting the right expectations, being available without hovering, and handling issues with care, you’ll build trust, earn great reviews, and increase the likelihood of repeat bookings.

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Remember, communication isn’t just about sending messages—it’s about making your guests feel supported, valued, and excited about their stay.