Guest Support & Communication

Middle-of-the-Night Guest Questions? Yep, They Happen.

You’re finally relaxing after a long day when—ding! A guest message pops up: “Hey, where’s the WiFi password again?” Or worse: “The AC’s not working!”

Whether it’s a late-night arrival or a leaky faucet, guest issues don’t wait for business hours. And that’s why having 24/7 guest support is a total game-changer for hosts who want to offer a five-star experience without being on call 24/7.

When Guests Complain, Don’t Panic—Here’s What to Do Instead

Let’s face it—even when you’re the world’s friendliest, most detail-oriented host, you’re going to get a guest who’s having a day. Maybe the WiFi’s out, the neighbor’s dog won’t stop barking, or the shower temperature has a mind of its own. Whatever it is, don’t let it ruin yours.

This guide is for the mom-and-pop hosts who are doing their best, one booking at a time. Here’s how to turn complaints into compliments—without losing sleep or your cool.

Want to Save Time Without Sounding Like a Robot? We’ve Got You.

Answering guest messages around the clock? Exhausting. Repeating the same check-in instructions for the 47th time? But we get it—you're a hands-on host who cares. The good news? You can still provide a warm, personalized guest experience without burning out or living on your phone.

With a little help from automated messages and trusty templates, you’ll save hours and still sound like the thoughtful host you are.