January 28, 2025

Is Bad Guest Communication Hurting Your 5-Star Reviews? | Kory Himmer + Alex Steeg

36 minutes

Ever wonder why some hosts seem to always get glowing reviews while others struggle?

In this episode of the Smart Stay Show, I’m joined by my business partners Alex Steeg and Kory Himmer to dive into the game-changing power of proactive communication in short-term rental hosting.

We break down how setting clear expectations upfront can prevent negative reviews and enhance guest satisfaction. From booking confirmations to review requests, we share a 5-step strategy to keep your guests informed and your business running smoothly. Plus, we discuss the latest tech tools to streamline communication and make your life easier.

If you’re ready to take your hosting to the next level, this episode is a must-listen!

Things we discussed in this episode:

The importance of setting clear guest expectations to avoid conflicts and negative reviews.

Cory's 5-part proactive communication strategy, including booking confirmations, pre-check-in instructions, post-check-in check-ins, pre-checkout instructions, and review requests.

The challenges of guests not reading provided materials and the need for patience and understanding.

The value of having physical copies of property instructions in addition to digital guides.

The use of automated messaging systems and AI-powered responses to streamline communication.

The significance of a host's response rate in indicating their overall communication abilities.

The benefits of having friends or family test the property to identify potential quirks and questions.

The importance of being proactive in setting expectations and having detailed instructions.

The need for hosts to stay updated on new technologies and trends in guest communication.

The overall emphasis on providing an exceptional guest experience through effective communication.

Get in touch with Kory:

Facebook - https://www.facebook.com/kory.himmer

Instagram - https://www.instagram.com/603bnb/

Website - https://603bnb.com/ / https://www.smartstaycoaching.com/

Get in touch with Alex:

Facebook - https://www.facebook.com/alex.steeg86

Instagram - https://www.instagram.com/alexsteeg/

Website - https://www.shorewaymgmt.com/ / https://www.smartstaycoaching.com/

#SmartStayShow #realestate #realestateinvestor #realestateagent #RealEstateInvesting #GuestCommunication #ProactiveHosting #AirbnbHosting #VRBOHosting #GuestExperience #AutomatedMessages #AIResponses #HostingTips #STRSuccess

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Hospitality.FM

SmartStay Show is part of Hospitality.FM, a podcast network dedicated to bringing the best hospitality-focused podcasts to those in and around the industry, from Food + Beverage, Guest Experience, Diversity & Inclusion, Tech, Operations, Hotels, Vacation Rentals, Real Estate Law, and so much more!

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By Airbnb Superhost Jason Muth + Rory Gill

4.9

3939 ratings