Debbie begins her A-ha moment with an “Ahhhh!” moment, when clear communications from her accommodation would have come in really handy.

In her own communications with her guests, Debbie strives for consistency and humanity. She recounts how regular messages, from the moment guests book, have helped her to build strong, trusting relationships with visitors.

If you can remind guests that there’s an actual person at the end of every communication, you’ll welcome visitors who want to look after your property.