Guest Communication

Effective communication with guests is key to providing excellent hospitality and ensuring smooth stays.

Communication Channels

Haven provides email-based communication with guests:

• Email messaging - Send messages to guests via email through Haven
• Automated messages - Pre-configured messages sent automatically

Sending Messages

Email Messages

1. Open booking - Navigate to the booking details
2. Click "Message Guest" - Open the message form
3. Compose message - Write your message
4. Send - Message is sent to the guest's email address

Note: Messages are sent via email. Guests can reply directly to the email to respond to you.

Email Templates

Use pre-configured templates for common messages:

• Check-in instructions
• House rules
• Payment confirmations
• Thank you messages

Automated Messages

Set up automated messages that send automatically:

Welcome Messages

• Sent when booking is confirmed
• Welcome guest and provide initial information
• Set expectations

Check-in Reminders

• Sent before check-in date
• Remind guests of check-in time
• Provide access instructions

Checkout Reminders

• Sent before checkout
• Remind guests of checkout time
• Provide checkout instructions

Communication Best Practices

Be Prompt

• Respond to messages quickly
• Aim for same-day responses
• Set expectations for response times

Be Clear

• Use clear, simple language
• Provide specific instructions
• Include all necessary information

Be Helpful

• Answer questions thoroughly
• Provide local recommendations
• Offer assistance when needed

Be Professional

• Maintain a friendly, professional tone
• Keep communications respectful
• Document important conversations

Message Templates

Check-in Instructions Template

Hi [Guest Name],

Thank you for booking with us! Here are your check-in instructions:

Check-in time: [TIME]
Check-in location: [LOCATION]

[Additional instructions]

We look forward to hosting you!

Best regards,
[Your name]

House Rules Template

Hi [Guest Name],

Thank you for booking with us! Please review our house rules:

[House rules content]

We appreciate your cooperation and look forward to hosting you!

Best regards,
[Your name]

Handling Guest Questions

Common Questions

• Check-in/checkout times
• Property access
• Amenities and features
• Local recommendations
• Special requests

Response Tips

• Answer completely
• Provide helpful information
• Be patient and understanding
• Follow up if needed

Related Articles

• Managing Bookings