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    Using Airbnb's saved messages to save time

    Create saved messages for everything from a warm welcome to driving directions.
    By Airbnb on Dec 12, 2018
    5 min read
    Updated Nov 20, 2019

    If you’re feeling a dose of déjà vu whenever you open a message from a guest, you’re not alone. There are some topics hosts are asked about again and again, such as exceptions for pets, wifi codes, directions, best places to eat, and more. Well, there’s an Airbnb template feature that can help: saved messages.

    “I love [saved messages] and use them all the time,” says host Sally of Snoqualmie, Washington. “Templates save me a lot of time—I was able to answer four guest inquiries in less than 10 minutes! [They also] prevent me from forgetting some key bit of information, and allow me the time to create a well-crafted response—one that has been well-proofread, is crystal clear, and, if appropriate, is especially sensitive to our guest's needs.”

    Here’s a step-by-step guide on how to use the saved messages feature, along with some great responses Sally and other hosts always have on hand.

    How to create a saved message

    On the web:

    1. Go to a message thread you have with a guest
    2. Click "Use a Saved Message" in the message box. If you don't have any saved messages yet, you'll be prompted to create your first one
    3. Create a title, write your message, and then click “Save”
    4. Your saved messages will appear when you click “Use a Saved Message.” Simply choose the message you’d like to send and click “Send message”

    On mobile:

    1. Go to a message thread you have with a guest
    2. Tap the “Document Icon” next to the message box. If you don't have any saved responses yet, you'll be prompted to create your first one
    3. Tap "Write a new response" and create a title
    4. Tap "Write response,” write your message, and then tap “Save” and “Done”
    5. Your saved responses will appear when you tap the “Document Icon” next to the message box. Simply choose the response you’d like to send, tap it, and then click “Send”

    8 message suggestions from hosts

    1. Thank you for booking

      An immediate “thank you” lets guests know you received their request. John of Westcliffe, Colorado, says, “I usually edit the first few sentences to personalize it a bit. So far, all guests have reacted well and seem to like having all the info upfront.”

      Host Emily from Italy shares this example:

      “Dear [guest name],
      Thank you for confirming your reservation. Do you happen to know what time you will arrive? If you need directions to reach my home or some advice about [home city] do not hesitate to ask me. I will do my best to help you. Have a nice day, see you in [month of stay]."

        2. So sorry we can't accommodate

        As much as hosts want to accommodate everyone, sometimes you can’t. And that’s okay. Still, “these responses have to be worded delicately, respectfully, and clearly,” Sally says. “So when someone asks you to make an exception for them, you don't have to think about it or feel guilty—you just click.” She also offers up a few of her saved messages:

        • “Hi [guest name],
          I am sorry. For the well-being of your child, we are unable to host young families.
        • “Hi [guest name], I am sorry. Our dog is male, and we do not want there to be any problems between our dog and another guest’s dog.
        • Hi [guest name],
          We are so sorry we have had to cancel your reservation. We hope that you will have an opportunity to visit us another time.”

        3. How to get to the listing

        A couple of days before guests arrive, you might want to send directions. (Airbnb automatically sends directions to guests, too, so you can keep your message short.) Ionnis of Artemida, Greece, offers this example:

        “Hello [guest name].
        We’re looking forward to hosting you. Here are directions to our home via… 
        Google maps: [link]
        Other GPS systems: [link]
        Driving directions:
        Public transportation directions:
        Any other transportation options:
        We have plenty of suggestions in the “Getting around” section of our listing, and we encourage you to read it and make the most of your trip. The weather during [stay dates] is expected to be [weather forecast]. Before you arrive, please feel free to send us your flight details, ship name and port arrival times, transportation decisions (taxi, public transport, own car). And let us know if you’re using cellular roaming and your preferred method of communication when you arrive (voice calls, SMS text message, Viber, WhatsApp).”

        4. Welcome message and kit

        “In my pre-arrival message, I send the door code, wifi code, detailed directions, and reiterate my rules and policies one more time as a gentle reminder,” says John. (Airbnb also has check-in instructions, so you have another way to remind guests of details.) John offers up some more particulars:

        “Dear [guest name],
        By now you’ve received directions to our home. Here are a few more things you’ll need for a great stay:
        Contacts: [phone numbers or user handles]
        Meeting place: [at the house, port, airport, or other meeting points]
        Door code: [entry code, or last for digits of your cell phone number]
        Wifi: [password]
        House manual: [link or instructions]”

          5. Things to do

          When it comes to activities, hosts have local knowledge no travel guide can rival. Heather of Stowe, Vermont, suggests having a list of “Rainy day activities” and “Popular reservations” at the ready. Sally injects some humor into her recommendations:

          “Gee, [guest name], I think you would love one of these activities:
          [Great hikes in the area]
          [Easy hikes]
          [Hikes for the more ambitious]
          [Good places to eat, on the way]
          [What marathon runners want to know]
          [Wedding guest activities]”

            6. Did you sleep well?

            After the first night, hosts recommend sending another welcome message asking if everything is okay. “Very important,” Ionnis says. “If they stay longer, I repeat this every two to three days.” For example:

            “Good morning, [guest name],
            Did you sleep well? We hope you are having a comfortable stay. Please let us know if everything is okay and if you need anything.
            P.S. Here’s a link to the closest beach to our house.”

              7. Checking out

              “One [saved message] I have found quite helpful is the one I send the day before departure to remind my guests of the checkout time,” says Kate Mary of Kiev, Ukraine. Here are more details she suggests reminding guests of:

              “Hi [guest name],
              Is it that time already? We hate to see you go. Just a friendly reminder about checkout:
              Checkout time: Tomorrow at [checkout time]
              Directions: [to the airport, port, or other transportation confirmation numbers]
              Please remember to lock the door. Thank you for staying and we look forward to hosting you again!”

                8. Thanks for being a great guest

                “Sometimes I wonder whether guests worry they are receiving a bad review if I leave one too quickly after they leave. Hopefully [a thank-you message like this] alleviates that concern and encourages them to leave one in return,” Heather says.

                • “Dear [guest name], 
                  Thank you for choosing our home during your trip to [city]. We hope you had a 5-star stay and safe journey home. When you get settled, please review your stay.
                • “Dear [guest name],
                  Just a friendly reminder to review your stay with us. Thank you again for choosing our home. We hope you had a safe journey home.”

                Information contained in this article may have changed since publication.

                Dec 12, 2018
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