Learn how to manage guest conversations in the Hostaway Inbox, including channel messages, conversation history, and communication workflows.
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For many vacation rental channels, the most important part of their business is making sure the guests can get answers to questions quickly. For example, Airbnb will rate your listings partly based on your response time. Guest communication is not only vital for you and your guests but also for your chances to get more bookings due to a higher ranking.
With Hostaway, you get full access to the communication feature that allows you to quickly respond to inquiries and questions and offer streamlined answers more quickly.
Message templates
When you rent out your places on channels like Airbnb, Booking.com, Vrbo, etc., you will see that you often receive similar questions from guests. "How does the washing machine work?" "Do you have some tips for local trips?", "When do I need to check out?" etc. With Hostaway templates, you can create email templates that you can use by clicking on the button to pre-fill your email reply for the guest. These templates can also be used for the Airbnb chat function straight from the Hostaway platform.
Messages
Within your Hostaway software, you have a great way to manage your guest communication. With the extensive filter options, you can quickly see what messages arrived latest, who needs to be answered, and what answers have been sent out lately, for example. You can find them by listing, channel date, guest name, and a lot more. Quickly, you can reply to an email from the dashboard, and when you use the above templates, it will make it easier to reply to recurring questions.
Message Automation
Before check-in, during the stay, and after check-out, there are many ways to inform your guests automatically by email and generate a better guest experience. You can automatically send the traditional "thank you for booking" email with some personal introduction. You can send them the 24 hours before arrival and welcome them by messaging them when they arrive. With Hostaway messaging software, you can automate this process and send dedicated emails per channel, listing, event type, and when to send it.