One of the questions we are often asked by existing hosts is around Guest Management. We work hard in this area to ensure every guest has a 5 star experience with us even if there are certain aspects out of our control. A positive for us is that we have had a number of guests ask us to look after their property after experiencing our service.
Enquiry stage – Airbnb / VRBO / Booking.com
In Australia, these are the big 3 platforms. Before a guest books at your property, each platform including Airbnb, Booking or VRBO give you the opportunity to outline details of our property and any important information they need to know. We find that providing as much info upfront prior to booking including any potentially negative aspects saves a lot of stress. We are upfront about any aspects missing, potentially damaged or not included prior to booking.
Booking Confirmation
We have a lot of automation in our business however we use this sparingly in communication. Immediately after a reservation comes through from any platform the guest will receive a confirmation email on the nights booked, how many guests and how we operate. For some of our properties with higher security, this is where we ask them to confirm they are aware of cameras or noise detectors.
Check in
Prior to check in, one of our team is in contact with each guest to confirm their check in time and if they have any questions leading up to their stay. Prior to the guest arriving we ensure the property is “guest ready” with lights on, air conditioning on in summer, a specific fragrance and light music in the background.
- Booking confirmation – Is the guest checking in the same person on the booking?
- Guest Experience – Showing guests to their car park, answering questions and explaining aspects of the property.
- Security – Do the number of people match? What are they bringing to the property?
- Owner comfort – Check in form completed, ID checked and in some cases CC hold.
During Reservation
We have a range of communication touch points during the stay depending on how long it is. Guests have 24/7 messaging for any questions they have or maintenance requests with replies within approx 5min. At any stage a guest can speak to a real person that understands the property they are staying in. Guests can also access a range of discounts and additional services.
Post Reservation
We have a number of steps we take prior to check out and often for stays longer than 3-4 days we will speak to the guest to get feedback. Instructions for check out are easy and we ask every guest to do a few things that ensure we know the state of each property.
Our cleaners then go into the property and take photos on entry. They then clean and take photos after their clean of specific areas followed by a supervisory one.
We have some more information on the following links
MYP Guest Management
MYP Cleaning Management
