The Power of Proactive Guest Communication

The vacation rental market is more competitive than ever before. With an increase in supply and expectations for personalized service, there are massive benefits to differentiating your brand and delivering a higher service level to guests. The trend for proactive engagement through the stay, as well as offering creative amenities and services, has accelerated in 2020, becoming a basic expectation for many guests. 

We reviewed thousands of messages from professional vacation rental operators that use our guest messaging product to create communication templates. You can customize these templates to bolster your existing guest services programs, and start offering stay extensions, mid-stay cleans, and early check-in. Doing so will simplify your operational processes, help you deliver best-in-class guest service, as well as generate more positive reviews, referrals, and repeat stays.

Here are a few examples of how to proactively engage guests, and offer deeper service:

Guest Message After Booking

Hello [First Name],

Thanks for choosing to stay with us at [Company Name]. We're excited to welcome you to [Property Name] in [Location] on [Reservation Start Date].

If you have any questions between now and your arrival, please email us at [Company Email], or call us directly at [Company Phone Number].

Thanks again for choosing [Company Name], and we can't wait to accommodate your stay! 

[Company Name]

Guest Message Early Check-In

Hello [First Name],

Thanks for choosing to stay with us at [Company Name] and we’re excited to welcome you to [Location]. Our team just finished cleaning and preparing [Property Name], so you’re welcome to check in whenever you’re ready and at no additional cost. If you have any questions between now and your arrival, just text us back or call [Phone Number].

Thanks again for choosing [Company Name], and we can't wait to host you.

[Company Name]

Guest Message After Check-In

Hello [First Name],

We hope you arrived safely at [Property Name] and are enjoying your stay thus far. If you have any questions, or require additional information or services, please don't hesitate to reach out to [Company Name] team at [Company Email] or [Company Phone Number].

Thanks again for choosing us, and please reach out if we can help make your stay more enjoyable.

[Company Name]

Guest Stay Extension Offer

Hello [FirstName],

We hope you've enjoyed your stay with [Company Name]! If you're not ready to head home just yet, [Property Name] is available for [Number] more nights, and you can extend your reservation at a discounted rate of [Rate]. To accept this offer simply respond to this message or call our team at [Phone Number].

Thanks again for choosing to stay with [Company Name]!

[Company Name]

For more guest communication templates, download our comprehensive Guest Services Guide and Guest Messaging Guide.