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AirBnB

Scripts

Although you can find most of the pre-populated information you need on Hospitable, here are some example scripts you can use to help you respond to guests.

REMEMBER: Each property is different. It is essential that you study each property and its amenities so that you know what information to provide the guest so that they can make a good educated decision when booking.

Example 1: Basic interested guest, and did not yet book.

Prospective Guest: Hi, I am looking to stay for a month. Can you tell me about the parking situation?

Host/Co-host: Hi [Prospective Guest], thank you for reaching out! Parking here is free, and there's plenty of street parking available. Just make sure to park where you're not blocking any driveways or violating any posted signs, especially near fire hydrants.

Could I ask what brings you to the area for a month? It helps us prepare for longer stays!

Example 2: Guest is booking for someone else and has not yet booked.

Prospective Guest: Good afternoon, I am looking to book a room for my son.

Host/Co-host: Good afternoon! It's great that you're considering our place for your son. May we ask if he's coming for work, study, or vacation?

By the way, if this is not your son’s account, please make sure that you book it under his account. AirBnB requires that it is booked under their specific account both due to their rules and for Aircover coverage (this coverage would not be in effect if you booked under your account). Thanks!

Example 3: Guest is booking and has not provided any information about themselves.

Prospective Guest: Hi, looking forward to staying!

Host/Co-host: Hi [Prospective Guest], thanks for booking with us. What brings you into the area? It’s always great to get to know our guests. Let us know if you have any questions in the meantime. Thanks!

Example 4: Guest asks about amenities not listed.

Prospective Guest: Does your place have a backyard?

Host/Co-host: Hello [Prospective Guest], we appreciate your interest and inquiry to stay. Yes, we do have a backyard. While we do not have pictures, as it was recently renovated, we invite all guests to use the backyard to relax. It is fully paved with chairs, a grill, and a fire-pit. Guests will have to bring their own supplies unless requested.

Example 5: Guest inquires about pet policy. (THERE ARE 2 OPTIONS HERE)

Prospective Guest: Can I bring my dog?

1) Host/Co-host: Hi [Prospective Guest], thanks for your inquiry. We generally love hosting pets! Could you tell me a little more about your dog? Knowing the breed, size, and any special needs helps us ensure a great stay for all our guests.

2) Host/Co-host: Hi [Prospective Guest], thanks for your inquiry. Unfortunately, we do not host pets for our rooms at this time. You are welcome to take a look at our other pet-friendly units if they are available. Thanks for your understanding and consideration.

Example 6: Guest asks about local attractions.

Prospective Guest: What is there to do around the area?

Host/Co-host: Hi [Prospective Guest], there’s a lot to enjoy around here! There is Old Town Alexandria, and National Harbor nearby. You can also get to DC pretty quickly from the metro system. Go on a walk near the unit and find some parks nearby, or visit neighboring Arlington for some nightlife, food or activities. If you are able to venture further west, you can reach several vineyards, Shenandoah National Park, or Harper’s Ferry, WV.

When you book a stay, we offer a complimentary guidebook that includes many recommendations to different food, activities, and places to visit.

Example 7: Guest has concerns about cleanliness due to allergies.

Prospective Guest: I have allergies. How do you handle cleanliness?

Host/Co-host: Hi [Prospective Guest], your health is our top priority. We follow a thorough cleaning protocol with our cleaners. We also ask guests to take care of the area and keep it clean. The house regularly gets its air filter changed and has an air filter in the living room. The private rooms are pet-free.

Hopefully that helps with any concerns of allergies!

Example 8: Guest asks about check-in flexibility. (see note at the bottom of page)

Prospective Guest: Can I check in earlier than stated? (see note at the bottom of page)

Host/Co-host: Hi [Prospective Guest], thanks for asking! We try to accommodate early check-ins when possible. Could you let us know what time you expect to arrive? This will help us see if we are able to offer you an early check-in.

Example 9: Guest inquires about safety features.

Prospective Guest: How safe is the neighborhood?

Host/Co-host: Hello [Prospective Guest], safety is a key concern for us too. Our neighborhood is known for being peaceful and secure. May I ask if there are specific safety concerns you have? It would help us address them more directly.

Example 10: Guest wondering about appliances.

Prospective Guest: Do you have laundry services?

Host/Co-host: Hi [Prospective Guest], hope you’re doing well today. We offer self-serve laundry. Let me know if you have any specific questions about the laundry. Thanks!

Example 11: Guest asks about extra amenities. (see note at the bottom of page)

Guest: Do you have an extra blanket? It's a bit chilly tonight.

Host/Co-host: Absolutely, [Guest]! I can provide it later as soon as we have availability. Let me know if you need anything else to stay comfortable.

Example 12: Guest has trouble with appliances.

Guest: I'm having trouble figuring out how to use the coffee maker.

Host/Co-host: I'm sorry for the inconvenience, [Guest]. I can show you how it works. Would now be a good time to give you a quick tutorial, or would you prefer written instructions sent to your phone?

Example 13: Guest inquires about extending their stay. (see note at the bottom of page)

Guest: I'm loving it here! Is it possible to extend my stay for a few more days?

Host/Co-host: I'm thrilled you're enjoying your stay, [Guest]! Let me check the availability for those dates. I’ll get back to you to let you know if it’s possible.

Example 14: Guest needs local transportation advice.

Guest: What's the best way to get to DC?

Host/Co-host: Great question, [Guest]. A bus line runs at the stop down the road around 5 minutes away (Duke St & S Jordan St). Please use that stop to chart your trip using Google maps or other maps software and it should get you to where you need to go. It will go to the Blue/Yellow line in King St.

Example 15: Guest asks for restaurant recommendations.

Guest: Could you recommend a good place for dinner?

Host/Co-host: Certainly, [Guest]! You can find all our restaurant recommendations in the guidebook provided in the beginning of your stay. For your convenience, here it is again:

https://v2.hostfully.com/gvgptpp⁠

⁠

Example 16: Guest experiences an issue with room facilities. (see note at the bottom of page)

Guest: The air conditioner doesn’t seem like it’s working. Can you help?

Host/Co-host: I apologize for that inconvenience, [Guest]. We can check the air conditioner as soon as possible. If it’s a quick fix, we can have it running again shortly. If not, I may have to get someone out to fix it. thanks.

Example 17: Guest lost their room key.

Guest: I think I lost my room key. What should I do?

Host/Co-host: Thanks for the notification, [Guest]. I can make you a new key as soon as I am able. If you do find it again, please let me know so I have a good count of the keys that exist. Thanks.

Example 18: Guest has a conflict with another guest.

Guest: I am having issues with another guest. They are a little loud. can you please help me?

Host/Co-host: Thanks letting us know, [Guest], and sorry for the inconvenience. Have you tried talking to them yet? They may not be aware that they are being loud, or how loud they are talking. Please reach back out if you have spoken to them and the issue has not been resolved. Thanks.

Note: If they continue to have issues, let me know and we can talk about how to resolve. We can either talk to the other guest, or notify AirBnB and talk to the other guest unless they are not under AirBnB, then I may have to handle it myself.

When should I check with a supervisor?

If it involves payment.

If it involves time, such as updating check-in times (i.e., any time changes, or date change requests).

It involves getting the guest something (i.e., blankets). However, if it exists in our inventory and not broken, then we can suggest it to them by saying they can find it wherever it is located. In Jasper, there are fans in the closet if they are hot.

It involves fixing anything, especially plumbing or electricity.

It involves approval of a pet breed, or certain pet you are not certain of.

Any major uncertainty

Tips

Do not say that you will do things immediately, unless it is something you can do immediately. If they ask about something, check the urgency

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