When you sign up for Guest Communication Services, we collect all of the information needed for answering your guests' questions. You will be asked to fill out a detailed questionnaire with property details, guest screening rules, and other general account rules, such as whether you allow last-minute reservations.
All of the above information is organized and stored on file to prepare for guest questions in the future.
If a guest asks us a question that does not have an answer on file, we will look the answer up online. If needed, we will reach out to you or your team for the answer, and add it to our records for future use. You can assign a contact person to a specific listing. We will approach this person when we have questions about that listing, a guest emergency occurs, or another specified instance arises.
Our Guest Service Experts will handle last-minute reservation changes, issue refunds that meet your requirements, handle cancellations, and offer discounts that you permit.
Approving or declining a guest inquiry
Each time you receive a guest inquiry, our experts will compare the details of that inquiry to your indicated screening preferences. If you wish to specify additional screening preferences for our experts to follow when approaching an inquiry, you can always contact us at service@guesty.com.
An Airbnb booking request expires after 24 hours. Since this affects your ranking for responsiveness, we will automatically decline it a few minutes before it expires in case you don't respond to it. Our team will then get in touch with the guest to re-book the property. We'll also contact you right away to find out if the booking should be approved or declined.