Revealing our Process for Communicating with our Airbnb Guests (Fast & Easy)

[@alexishinece]

her smile just makes me so excited to start Airbnb

[@charlesahweyevu]

I've come back to this video like 5 times already

[@joseph_adam_lee]

We send a single automated message asking our guests to confirm guest count to ensure they don’t sneak in extra peps without paying for our up charge per guest per night. You’d be surprised how many people reply “yes, we had two people on the reservation but we actually are now 4.” That allows the host to update the reservation prior to the guest arrival and secure full reservation fees - rather than have to deal afterwards.

[@markwarder]

When do you do that? And where does it go with all of the the other messages you are sending?

[@joseph_adam_lee]

@@markwarder we send immediately after booking and a few days (again) prior to check in. We automate our messages - so they are sent without us having to do anything

[@carlaegdlt]

We’ve had this happen a few times and I’ve been trying to work on the wording so they know it’ll be automatically adjusted if not disclosed without sounding too much like a jerk?

[@fasasibold9513]

@@carlaegdlt hello friend. I'm a digital marketer do you mind if I introduce you to google ads and sales funnel to upscale your business?

[@scottsherin5456]

This entire account is pack full of super helpful information, can’t believe this is all free

[@8687abc]

Hi there guys !! I really appreciate your efforts. The kind of information that you put out - is commendable. I happen to be interested in Airbnb business model and currently , learning all the nuances to get the ball rolling . I downloaded your checklist and gone through it. And let me tell you honestly - it is god send !! You guys have clearly laid out each details perfectly. I am from India and most of the things will work out for me, barring minor details. I wish you all the very best !! Keep growing and Keep rocking !! Cheers !!

[@rcf8705]

What digital guide book do you use? Great video?

[@TheRealEstateRobinsons]

Thanks! And we use hostfully as our digital guidebook!

[@Cali_Girl1]

This was Excellent. Thank You. 😊

[@WindsorIslandResortVacat-wg9sq]

Love all the info! You guys are the best! Thank you!

[@shender944]

This video is gold.. Thank you

[@ckhartzler2437]

This is excellent! Thanks for sharing!!

[@paulomendes9345]

you guys are great, luv you guys very much. you've been so helpful setting up my AirBNB.

[@beabarnes4999]

Great information! Thank you!

[@linzigold112]

Excellent video!! Thank you :-)

[@imel444]

Golden content. Love you guys!!

[@SupremeSkeptic]

I watched a few of your videos already But this video is the tipping point that makes me subscribe! Awesome video guys!

[@andreycalderon9660]

No one: Sara:😃

[@patrickbergeron1953]

Thanks for the great content! Learning a lot from your channel and from Tony’s podcast. Keep up the good work!

[@TheRealEstateRobinsons]

Thanks so much! Glad you’re enjoying it and welcome to the channel!

[@josdiaz5295]

Awesome video, very informative. We're about to open our first airbnb and I hope everything goes well. This video helps alot.

[@MarcusCollinsCreates]

OMG! Thank you so much for this video. Such a Gorgeous couple! Keep up the great work!

[@TheRealEstateRobinsons]

Thank you so much!!

[@tylerjeske9092]

Great video! I just bought a place in sevierville and will be using this for help in my communication!

[@TheRealEstateRobinsons]

Glad it was helpful! And congrats on your purchase!

[@MrsAlvarez8]

Wonderful information thank you for being transparent and helpful. 😄

[@jerrywilkjr.6698]

Great video!

[@pebbles8210]

This was so helpful! Thank you both so much.

[@tonisherwood9534]

Thanks for the great content! Are your auto messages coming from your channel manager...about to go live with my first str, can't wait! 😁

[@anthonyfulchi6397]

Love your content and appreciate all the great vids!

[@dalemiller3166]

Another great video! Thanks guys!

[@TheRealEstateRobinsons]

Thanks for watching!

[@mattwaldronoutdoors]

Another great video! Love the positivity 👍🏼

[@TheRealEstateRobinsons]

Thanks so much!!

[@Hafu350z]

You guys are great!!! Super helpful information! Thank you

[@jjooeegg1]

Good video

[@anoukgee]

Is the guidebook available to see for everyone or only when you send it to them?

[@buildfixflip]

Super helpful !The automated messages are a fabulous idea to make the processes so much easier. We are about to open our first airbnb and this video had lots of great information. Thank you for sharing!

[@TheRealEstateRobinsons]

You are so welcome!

[@nicolasroberge2829]

I send the guide 14 days prior because 3 days before seems to late to plan their trip. People were asking questions beforehand. I have a guest count confirmation 7 days before and it has reduced unfortunate misunderstandings.

[@brightlightbehaviorgroup1205]

Another video full of awesome content! Y’all are so awesome for sharing your journey 👍🏼

[@TheRealEstateRobinsons]

Thanks so much!!

[@DamianBoss]

SOOO HELPFUL!!! YOU GUYS SEEM LIKE GREAT HOST ☺️ CAN’T WAIT TO EXPERIENCE YOUR AIR BNB !!!!!

[@TheRealEstateRobinsons]

Thank you so much!! We can't wait to host you!!

[@mattbrown8911]

I followed your model; thank you! Question though, how do you “turn off” a scheduled message that is scheduled to go out to a guest that you’ve already talked with about the same thing?

[@meghwaltimire8109]

Some many great tips in this video! Thank you so much for taking the time to create and share these things. I follow a lot of investors and you two are my favorite :)

[@meghwaltimire8109]

Also, if you're up for it at some point, would love to see a video about how you handle difficult guests/requests and the best approach for that. Thanks!

[@TheRealEstateRobinsons]

You are so welcome! And we appreciate the kind words!

[@TheRealEstateRobinsons]

We just recorded a video like this! Should be dropping in the next few weeks.

[@doraortiz8920]

Loved the video ! I Will be hosting a property That i have been cleaning for almost 8 Months. The previous host will be teaching me how to price using pricelabs but she hasn't really been teaching me anything . How do i make a digital guidebook to send guest check-in instructions and frequently asked questions. Do i have to make a link on a website and just insert it on the scheduled messages?

[@edyarmas8389]

Can you make a video of how to create those automatic messages ?

[@mayaearl4209]

This was very helpful! I've been wondering how to best automate and what kind of messages to send and this was everything I need. Thank you!

[@TheRealEstateRobinsons]

You're so welcome!

[@melissagrieser9138]

What do you use for automated massages?

[@TenMinuteKQL]

Thank you so much! We are looking forward to purchasing our first STR shortly, and these videos are very helpful, we are going through and watching every episode, and can see your great KZbin journey with incremental improvements each episode, keep that going! One question, if you have these scheduled automatic messages, and something goes wrong with the stay, does Smartbnb allow you to manually override that so you can customize your message?

[@vividhaiku]

So many unanswered questions for anyone using Airbnb today How do you automate the door code? Is it always the same code? Where is the initial inquiry message held? Quick replies? Otherwise great info! Thank you

[@KekeLight8]

Just saw your post thank you. Have you had any experiences with the changes that Airbnb has made for The Host? We're about ready to our first Airbnb. Any info on the changes would be greatly appreciated. Thanks again

[@kevinmcleod-gi4zt]

Question. When you say you’re going to give guests a 5 star review… would this not depend on how they left the property / check out? Is there a risk that you have not seen the property after check out before you say they are good guests?

[@Leocuteno1]

can you please a video how to create a digital guidebook!

[@guaponguap383]

Do you guys use guesty?

[@clementenetaylor6174]

Really great and informative video, thanks for the level of detail you provide. I have a question, I heard you mention that you are using Smartbnb for automated messaging. I’m fairly new to the space and I’m using ‘Guesty for Host’ as a pms but would rather use Smartbnb for messaging. Do you know if this possible or should I just used Smartbnb for everything? I’m interested to know what you guys are doing.

[@come_explore_with_me_IL]

Great video about the automated communication. You touched on this a bit more in the beginning, but how often do guests call? (Do most respect your request to only call for emergencies? ). How responsive (how quick) do you have to be with guests who are at your place calling and how about texting? Is there any times when you say it's too late / early, i don't need to answer now? Maybe even make a video about this if you like. Just found you guys and enjoyed this!

[@alexandrianicolesalgado3703]

Do you collect security deposits? If so, how? I don’t see an option in Hospitable that allows the auto collection of them.

[@JedGee]

how do you automate your entry code for every new reservation?

[@basketballfilmroom]

I love your content. I’m new to Airbnb. Do you have a starter course that walks me through the process from A-Z?

[@TheRealEstateRobinsons]

Hey there! Send an email to [e-mail]

[@mattsilverstone4389]

How do you approach the length of guest stay into your automated messages? ie. 1 night vs. 3 nights? would be odd to send checkout instructions the day they arrive for a 1 night stay but also is the morning of too late + dont want to wake up guest too early with same day checkout message. 3 night stay is easier to manage automated messages as there's more "flow" day over day. TY!

[@MichelleKrider]

Hi There thank you so much for your videos, they are very helpful, This may seem like a simple question but I am brand new to hosting an Airbnb and just published today. How do you message the guest to send them a detailed map to our place, we have a detailed one and would like to use it

[@emilypinney]

Question! Is the last message that notes what great condition they left the property in AFTER it’s been cleaned? Or do you send it assuming it’s in great condition? Full on short term newbie over here. Thank you both so much for your content!!

[@eastcoastbrushworks6327]

If the "Inquiry" response is "automated", how is that setup? Thru the Air BnB / Verbo / Vacasa STR website? Thanks

[@temitopeadeyeye1175]

Hey RER, I am super excited coming across this uncommon tips many thanks for being generous to the community of STR hosts. How do you protect your privacy with cellphone number sent to client to call for important things.

[@TheRealEstateRobinsons]

Great question! We use a google voice phone number

[@temitopeadeyeye1175]

Thanks for the prompt response 👍

[@sarahfisher7717]

This was SO helpful! Seriously my husband and I just started our first Airbnb and we really needed a system for communicating with our guests. Great job 👏 love your videos! I’m curious what you guys do if you have more then one property in the same town, do you have more then one cleaner? Or do you have one cleaner for multiple properties? And if so how do you set up time slots for the cleaner to clean multiple properties in one day? Thanks so much!

[@TheRealEstateRobinsons]

Thanks! And congrats on your first Airbnb! We have one cleaner in each town, but they have teams that they work with. They manage their schedules on their own, they just know the property needs to be ready by check-in time.

[@rogermccaslin5963]

Another great video. Thanks for the tips. I've got a little more work to do on my first property before I'm open for business. My other business takes most of my time so this one suffers (I really need to find a "good" handyman).

[@TheRealEstateRobinsons]

You got this!

[@aprildepombo98]

How did you choose Smartbnb compared to other messaging systems? Also, kind of unrelated, but you mentioned in the video. How do you handle trash collections being out of state? Does your cleaner empty them each cleaning? Who takes them out for trash truck? Thank you! Awesome content!

[@TheRealEstateRobinsons]

Yes! Our cleaners handle trash dumping for us. And we spoke with lots of other Airbnb hosts, and got a few free trials. We liked SmartBNB the best.

[@johnathanjimenezrealestate118]

What software are you using for this automated messages?

[@jasonshy3554]

We are going to use Guesty for Hosts for our messages. Should we send the automated messages via “text” or as a “platform message”?

[@TheRealEstateRobinsons]

We prefer to keep all messaging through the platform, as opposed to texting

[@blakesullivan1830]

When they reply to an automated message do you get an alert, or only if you don’t have the proper automated response to them? Also, do you have to manually change the locks at those times or do you automate that as well?

[@Mcdonald4947]

Wondering if there's a way to automate the lock code so it changes each turn as well!

[@johntherat339]

Is this automated messaging done through Airbnb or another service?

[@ErickPardo]

Nice video. I send automated messages too. I don't know, however, if I'd send an automated message saying I'd be leaving a 5 star review until the turnover service has had a chance to make that observation for me.

[@mohammad8816]

I hope to get an answer on this. What are top 3 markets to invest as of right now? I think places like Joshua tree or Gatlinburg are over expensive now. not easy to find a good deal on Zillow unless you can find deals off market. I am looking for markets that are not super competitive yet but still great STR location. Any advice?

[@TheRealEstateRobinsons]

"Top 3 Markets" is going to vary by the person. How much capital do you have to spend? What kind of returns are you targeting? Do you plan to self manage? Does beach town vs mountain town vs urban matter to you? You can check out some of our other videos where we break down what WE look for in a market. But you'll have to find the right criteria that works for you.

[@mohammad8816]

@@TheRealEstateRobinsons Thanks for the reply! I will self manage. Location does not matter to me so it can be beach town, desert, mountain town or urban . I am mainly concerned about occupancy and how fast I can recoup my initial investment (down payment). My budget is 800K. Based on these criteria, any recommendation?

[@TheRealEstateRobinsons]

We’re searching for a market that checks all those boxes too 😉

[@mohammad8816]

@@TheRealEstateRobinsons have you narrowed down your list? what are your top 5 location as of now?

[@anmodelagency3863]

❤❤❤

[@benitohernandez935]

Seems like too much. If I were a guest I’d be annoyed.

[@TheRealEstateRobinsons]

To each their own. We've received hundreds of five star stays. You can pick and choose which strategies work for you!

[@takingstock163]

I have to say I agree! I've stayed in places where they message me constantly and it's SO annoying. luckily there's really no way for the guest to mark you down for "over communicating"

[@kuchmwandie9374]

I get annoyed when they dont communicate and im left wondering. The more communication for me the better