The pandemic ushered in a new way of life, with the need to eliminate contamination risks through contact. Finding a way to limit contact in daily life posed a challenge, but the hospitality and travel industry adapted well and entered a new era—the contactless guest experience. Perhaps a silver lining of the last several years is that people admittedly prefer a contactless experience, as it’s the more convenient, hassle-free way to access and enjoy a vacation rental.
What is the Contactless Guest Experience?
The contactless guest experience emphasizes guests being the driver of their experience through technology. It eliminates the need for physical interactions, allowing guests to enjoy their stay with minimal direct contact. A post-pandemic hotel guest study by Oracle Hospitality and Skift showed that travelers want – and expect – to use their mobile devices and other tech to manage their stays. Vacation rental hosts can apply this “high-tech, no-touch” logic to their properties and guest management operations with confidence, knowing they can adopt contactless processes without hurting guest satisfaction.
Benefits of Going Contactless in Your Airbnb Hosting
Increased Efficiency and Flexibility: Automating processes for check-ins, in-stay communication, and checkouts will save you and your guests time. And guests no longer have to check in during your business hours or when you are available to assist – they can arrive and depart when it’s most convenient for them.
Guest Satisfaction: Guests searching for the perfect property or ready to book appreciate a streamlined booking process from start to finish. Providing access to information or assistance quickly should be a top priority, and doing so could lead to more positive reviews for your property.
Competitive Edge: As more travelers expect contactless options when they travel, offering these streamlined services will help you attract a broader audience, build a reputation as a guest-centric host, and stay ahead of your competition.
Guest Expectations and Trends
The contactless guest experience is here to stay. Today’s travelers are well-versed in digital technology and expect to be able to find the things they need with a click of a button. Short-term rental hosts can remain competitive by paying attention to how hoteliers incorporate contactless solutions to enhance their guest experiences. Trends to consider in your operations include:
- Self-Service: Guests prefer the convenience of checking in and out independently, not needing a host’s assistance.
- Mobile Integration: From first booking to checkout, guests may expect their entire stay to be managed through their devices without wanting personal interaction.
- Instant Communication: Quick responses and clear communication are expected. Automated systems allow for automated messages and prompt replies.
The Contactless Airbnb Experience: Guest Messaging
Pre-Stay Communication
From your listing on Airbnb or VRBO to guests’ inquiries, pre-stay communication lets you know more about your potential guests. Pre-stay communication sets the tone for an enjoyable guest experience, helps build trust and confidence, and establishes expectations. To make pre-stay communication manageable and efficient, it’s highly recommended hosts implement automated messages. It’s crucial to respond to inquiries in a timely manner, and using personalized automated messages will allow you to save time and manual effort.
Check-In Process
Clear and concise check-in messages allow guests to start their trip off smoothly. Hosts can provide essential information and instructions through automated messaging, such as a welcome message, access codes, parking details, and more. Need help curating check-in and welcome messages for your guests? This guide, Airbnb Welcome Letters and Other Pre-Stay Communication, discusses important messages to set up to create a great early impression.
In-Stay Communication
Once guests are checked in, in-stay communication is vital to address their needs. Hosts can automate responses to common questions or concerns and set up real-time messaging to resolve issues quickly. Regular check-ins through messaging, such as “Hope you’re enjoying your stay, let us know if you need anything!” create a personal touch that reassures guests.
Check-out Process
A smooth check-out process is essential for a positive guest experience. Providing check-out instructions, such as what needs to be tidied up and where to leave keys (if applicable), allows guests to leave without delay. Afterward, an automated “Thank you for staying!” message can encourage guests to leave a positive review while their stay is fresh on their minds.
Leveraging Smart Tech for a Contactless Guest Stay
Smart technology enhances the contactless experience by allowing Airbnb guests to access property features without direct host involvement. Hosts should evaluate their property-specific requirements to select the most suitable technologies, ensuring seamless integration and easy-to-use functionality.
- Smart Locks: Smart locks enable guests to enter and exit the property with unique codes, eliminating the need for physical keys and check-ins. Investing in access control software to manage your smart locks takes efficiency to a whole new level, especially if you have more than one property.
- Thermostats and Lighting: Automated temperature and lighting settings enhance guest comfort while optimizing energy efficiency, giving hosts more control over utility usage and personalized preferences.
- Voice Assistants: Voice assistants provide local weather and recommendations, control in-room devices, and answer FAQs, creating a more interactive and engaging experience for guests. Be sure that all voice-assisted devices you place on your property comply with Airbnb’s guest privacy regulations.
Optimize Remote Management Tasks
Managing properties remotely is a game-changer for many aspiring and current hosts, especially those who manage multiple properties or operate from afar. Critical elements of effective remote management include:
- Automated Monitoring: Tools that alert hosts to maintenance issues or unusual activity enable quick responses without being physically present.
- Cleaning and Maintenance Scheduling: Remote scheduling and coordination of cleaning services with automation solutions like Turno ensure that your properties are prepared for each guest without on-site oversight.
- Property Management Software: Comprehensive property management software integrates booking, communication, maintenance, and review management, providing hosts with a centralized system to oversee all aspects of their rental properties from anywhere.
Embracing the Contactless Future of Hospitality
As the hospitality industry adapts to new norms, vacation rental hosts and property managers must meet the growing demand for seamless, touch-free interactions. Understanding the nuances of a contactless guest experience in your Airbnb is crucial for staying competitive and meeting modern guest expectations. By incorporating smart tech, prioritizing seamless communication, and using effective remote management, hosts can offer guests the convenience, safety, and efficiency they expect.
