Offer your guests 24/7 support
Communicating with guests takes up time, evenings, and weekends. Our guest communication experts are here to help around the clock.
properties managed
100+
occupancy
85%
storages in central London
5
bookings
1000+
Respond to your guests 24/7
The slower you respond to guests, the lower your property appears in Airbnb searches. And with only 24 hours before your response rate depletes, slow messages cost you revenue. That’s why our team is available 24/7 to answer guest queries and offer support. We answer 90% of messages within 1 hour, so your guests won’t be waiting around.
Real people, not robots
We know bots can be frustrating, so we put your guests straight through to an online member of our team.
We have a dedicated phone number for each area we operate in, so guests can call us directly.
Improve your guest communication rating
Our guest communication experts are trained to support your guests quickly, but also to a high standard.
With an average communication rating of 4.6 on Airbnb, we keep guests happy.
We speak multiple languages
We speak to guests all over the world from a range of countries. That’s why our multilingual team speaks four key languages, to ensure we offer seamless support.
3 BIG reasons to choose E of X Realty:
Launched in 2015, we've got the experience and data to maximise the potential of your property.
World's Largest
Our growing tech team work alongside our Property Managers to ensure everything runs smoothly.
Tech-Enabled
On Trustpilot, Google, Airbnb and through personal emails, our hosts and guests value our service.
Excellent Reviews
How to Free up your Inbox
Messaging back and forth with guests is a key part of hosting a short-let rental - and it can take up a lot of time. So here’s a few ways to make communicating with guests a little easier.
Automation is key
One way to reduce the pressure of responding quickly (whilst maintaining a personal touch) is to use automated messages. Staying in touch with your guests throughout their booking gives a good impression, and increases the likelihood they'll leave a positive review. Airbnb's 'scheduled messages tool' allows you to create message templates so you can provide your guests with useful information at the touch of a button. For example, you could create message templates to send a booking confirmation, detailed check-in instructions, a welcome message on the first day of their stay, a check-up message mid-stay, and a check-out message template to thank your guests for staying.
create a house manual for your property
Ideally, you can implement ways to reduce the number of questions your guests need to ask. An easy way to do this is to add a manual in your property to answer the most frequently asked questions. For example, you could include a quick reminder about house rules, information about your wifi network (wifi name and wifi password), and instructions for appliances like a washing machine or dishwasher. By providing as much information as possible, this should help to free up your inbox so that you can focus on more urgent guest messages.
partner with us
Or, you could partner with us so that our team is on hand to accept bookings, vet your guests, and respond to messages 24/7.
FAQs
Airbnb asks that hosts respond to guest messages and enquiries within 24 hours; the quicker the better.
If a guest requests to stay at your property, Airbnb gives you 24 hours to accept (or decline) the request before it expires. This means that a speedy response time is vital when it comes to accepting booking requests.. If you miss a request, Airbnb suggests you offer the potential guest a special offer, and ask them to re-send their booking request.
‍If a guest enquires about your property, Airbnb again asks hosts to respond within 24 hours. The difference here is that the enquire won’t expire, but a slow response will significantly reduce your response time rating. In turn, Airbnb openly states this will lower your property’s position in search results. Alongside this, a quick response means your potential guest is more likely to book as they’re already interested, but want more information first. Similarly, Airbnb advises that hosts can send a special offer to entice those enquiring, and also send a direct invitation to book.
Earn more, save time
Get a quick and free estimate for what your property could be earning you with E of X Realty managing it. Then, book a call with our team to discuss it further.