Guest communication • 7 min read
Top guest messages (and what they really mean)
Guests rarely ask the question they actually have. Here's what they're really trying to say - and how I would respond.
What the guest says
What this really means
How I would respond
“Is there Wi-Fi?”
They didn't read the instructions.
Absolutely! The Wi-Fi is called Seaside Loft and the password is on the fridge. I've attached it here for you too.
“Is early check-in possible?”
They are in front of the property.
I'll do my best. I'll let you know as soon as the place is ready. If it is, I'll send you a message right away.
“The shower isn't working.”
They need help with something simple.
No worries, happy to help. Try turning the handle to the left - hot water is easy to miss. Let me know if that does the trick.
“We can't find the apartment.”
They are 20m away.
I've sent you a pin with the exact entrance. It's the building with the green door and no. 12 on the right. Call me if you need anything.
“Can we check out a little later?”
They overslept or have a late flight.
Of course. I'll confirm availability and let you know the latest we can do. No stress either way.
I don't just answer messages. I understand them. That's how I save you time and create better guest experiences.
Smart messages.Happier guests.Better reviews.