Reply to thread: The Value Of Communication

Hello @Geoff7 , Thank you for a great topic and for describing better communication between hosts and guests. I do not have your vast experience but I have found it really helpful to send a message to the guest after the first night explaining the importance of communication and letting them know they can just ask if they need anything. A long time ago I had a guest who told me after his stay that everything was perfect except that he did not have a cutting board. I asked him why he did not mention it during his stay since there was one in the kitchen and we could have told him where it was.That incident gave me the idea to send a message encouraging guests to communicate if they want exceptional service. Maybe it is a cultural thing or maybe they are used to being ignored by hosts but I make it clear that in my space things work differently. When they reach out I genuinely thank them because they give me the opportunity to excel. Of course some guests are just difficult and want to see the host fail. I do not give them the pleasure of seeing that. My question to you, as I am really struggling with this, is what do you do when a guest receives your message only by email and mistakenly replies to that email thinking it is the way to communicate with the host, and of course we never receive those replies. Or when they do not use the app and you send your messages but they do not respond. This brings me to my question. What do you think could be done in the next upgrade to help hosts and guests communicate better with each other? I see from your post that you also communicate off platform but you must agree with me that it is not a recommended practice. Thank you. It would be great to hear more from you and learn from your experience. kindest regards,Guy