Five guest comms tactics every STR host should use
- Sep 10, 2025
- 2 min read
On this episode of Host Planet Bitesize, Joseph Cox from Hostfully shares a tight playbook for guest comms that saves hours, drives repeat bookings, and boosts reviews. Below are his five most actionable moves – which are simple to implement and big on impact. Catch the full episode on our website, YouTube, Spotify, or Apple.
Use a digital guidebook (not a dusty ring binder)
A digital guidebook puts check-in, Wi-Fi, parking, house rules, local tips, photos, and even upsells in one place – branded and accessible on any device. With Hostfully you can personalise it (guest name, door code) so it feels tailor-made the moment they open it.
Hostfully is also offering 30% off digital guidebooks for life. Simply use the promo code HOSTPLANETGB. Click here for further details.
Capture guest details – then market for the repeat stay
If a booking arrives via an OTA, you often don’t get real contact info. Fix that with light-touch capture: a QR code in-stay that opens a short form (or a pre-arrival form). Tools like StayFi (gated Wi-Fi) collect emails for everyone on the trip – not just the booker – so you can build a permission-based list for direct booking offers and upsells (late checkout, mid-stay clean, parking, etc.).
Automate the guest comms journey (and add one human check-in)
Use your PMS automations to send the right message at the right time via email, WhatsApp, SMS, or OTA inbox: confirmation at booking, check-in details with the guidebook link, and a review reminder after checkout. Then add one manual “everything OK?” message the day after arrival; guests love knowing a real person is there. It’s a tiny touch that prevents small issues from becoming big reviews.
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Meet guests on their preferred channel
Some travellers barely open email on holiday. That’s why Joseph recommends a multi-channel approach – use WhatsApp or text alongside OTA messaging so important info actually lands. The goal isn’t more messages; it’s reliable delivery across the stay.
Be on it – and let AI draft the first pass
Great comms are proactive: stay on top of threads, keep response times tight, and close loops with clear next steps. To save time, use AI-assisted replies that pull property and local info into a draft you can approve. Some hosts even deploy 24/7 AI responders – but human oversight matters to avoid the occasional odd or off-brand reply.
Hostfully makes property management easy
Hostfully acts as an all-in-one PMS and channel manager with a unified inbox (Airbnb, Booking.com, Vrbo, email, WhatsApp/SMS), automations by stage of stay, and distribution to major channels (including Google Vacation Rentals). Messaging, cleaning coordination, reporting, and integrations sit in one place – so you’re not tab-hopping to keep guests informed.
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