Latest / Host Planet: Airbnb, Holiday Let, and Vacation Rental Insights / Enhancing Guest Experience: Stress-Free Check-Ins with Smart Tech for Vacation Rentals

Transcript

Enhancing Guest Experience: Stress-Free Check-Ins with Smart Tech for Vacation Rentals · Host Planet: Airbnb, Holiday Let, and Vacation Rental Insights

• 0:00
  Hello and welcome to House Planet Bite Size, the podcast
• 0:03
  brought to you by House Planet and Housefully.
• 0:06
  My name is James Farley, the founder of House.
• 0:08
  Planet and our goal is to share everything you need to know
• 0:10
  about buying and managing short term rentals.
• 0:13
  Today's guest is Frank Bosey from Housefully, and he's got. 5
• 0:16
  tips to share on how to arrange a smooth check in and.
• 0:20
  Check out OK Real Talk Now for all you hosts out there.
• 0:23
  You know that moment when you guest messages you again?
• 0:26
  With Hey. What's the Wi-Fi code or your
• 0:29
  step? Staring at 5 different calendars
• 0:31
  wondering if you've accidentally double.
• 0:33
  Booked the cottage. Yes, we've all been there.
• 0:37
  That's why here at Houseplanner, we recommend Housefully.
• 0:40
  It's basically your rentals Control Center.
• 0:43
  It handles bookings across all the big platforms, syncs your
• 0:47
  calendars to ensure there are no double bookings, automates guest
• 0:50
  messages, and even creates these really slick digital guidebooks
• 0:54
  that stop all the repeat questions.
• 0:56
  Honestly, it just makes your life easier and and keeps your
• 1:00
  guests happier, helping you achieve those all important five
• 1:04
  star reviews. And here is a little bonus.
• 1:07
  If you're a House Planet listener, you can get $500 off
• 1:10
  on boarding for House Phillies property management software and
• 1:14
  30% off digital guidebooks for life.
• 1:17
  Just hit the link in the show notes and use the codes Planet
• 1:21
  500 for the PMS and House Planet GB for the guidebooks.
• 1:26
  And if you'd like a proper walkthrough, there's also a link
• 1:29
  to book demo with Frank Bosey from Postfully.
• 1:32
  He will show. You how?
• 1:33
  It all works. Less stress.
• 1:36
  More bookings sorted with postfully.
• 1:45
  Frank, thank you for joining us on host planet Bite Size.
• 1:48
  Today we're talking about ensuring every guest has a
• 1:52
  smooth check in and smooth check out.
• 1:54
  You've got 5 tips to. Share SO.
• 1:56
  Take it away with tip #1. I'm kind of I'm excited to chat
• 2:00
  about one of The thing is it's the most stressful moment for
• 2:05
  both guests and hosts. And that's the good old check in
• 2:09
  and check out process. Like again, based on all the
• 2:14
  other bite size episodes that we've done, you could have the
• 2:16
  best photos, the most beautiful unique Higham listing and even
• 2:20
  the best price and that helps you get the booking.
• 2:23
  But if the guest has it confusing or frustrating
• 2:26
  arrival, that first impression goes right out the window and
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  really can tank your guests experience for their stay.
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  And if check out even feel sloppy or unclear, you risk bad
• 2:38
  reviews from your guests. But also remember your staff.
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  You're going to have late turnovers and then ultimately
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  unhappy cleaners. So it kind of goes 2 fold where
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  it's a stressor for you, your guest, but also your team that
• 2:52
  is going to make a break the the stay.
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  And the good news here, however, it's it's with just two simple
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  systems, you can make check in and check out this elevated a
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  guest, elevated guest experience and even turn it into a
• 3:10
  highlight of their stay. And the first tip that I would
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  offer, I would say just clear communication before arrival.
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  Guests should never be guessing about where to park, how to find
• 3:21
  the lock box or the the keys, what time they can check in.
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  The smoother and more detailed your instructions, the smoother
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  the arrival. So go ahead, send a confirmation
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  message two or three days before arrival and be sure to include
• 3:40
  parking information entry instructions.
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  Another fun tip is make sure the address you provide is
• 3:49
  specifically formatted for Google Maps this way because
• 3:53
  there are some listings that aren't even on there.
• 3:56
  Also include photos or even, you know, a short video of the
• 4:00
  entryway. Include that in your
• 4:02
  communications and then automate these messages through Hostfully
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  or your property management software so they go out at the
• 4:09
  right time without you having to remember to send them or even,
• 4:13
  you know, log on at 10:00 PM and send it.
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  So that's really kind of a huge focus is just be clear.
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  And I don't want to say over commutative, but just make sure
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  that it's clear communication for all the information that
• 4:32
  they need to know. Then Hostfully now has smart
• 4:36
  access with Hostfully devices. So keys get lost, people get
• 4:40
  locked out of the unit, this guy in particular.
• 4:44
  Codes get forgotten. But smart devices really solve
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  those problems. And with hostfully devices you
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  can connect locks, thermostats, we even have noise monitors to
• 4:55
  make your life that much easier. So set up smart locks.
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  This way every guest gets a unique code that activates at
• 5:02
  check in and expires at checkout.
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  Connect your lock directly. The hostfully so codes not only
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  sync automatically, you also don't have to manually reset
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  them anymore. And there's also this cost
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  saving benefit. Use smart thermostats so you can
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  preset a comfortable temperature before arrival.
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  So lower the temp on the air conditioning an hour before the
• 5:31
  anticipated arrival of your guest, or even increase the
• 5:34
  temperature on your heating in the winter.
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  That that small detail makes your guests feel like they're
• 5:41
  welcoming into. Like this nice big warm hug even
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  when the guest checks in and it really sets the scene for the
• 5:49
  entire stay most of the time. Of course, you have to do more
• 5:53
  things after check in, but that first impression is huge.
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  Self check in really is freedom for everyone.
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  The thing is, travel unfortunately, is unpredictable.
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  You're going to have delayed flights.
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  You're going to be stuck in traffic.
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  You're going to miss an exit. Guests love knowing that they
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  don't have to meet you in person at 10:00 PM just to get inside
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  the really. The warm welcome is a nice
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  touch, don't get me wrong, but it's an it's an expectation and
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  for some it's an inconvenience, especially with the late
• 6:30
  arrival. So with host fleet devices you
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  can enable 24 hours 7 day a week self checking with your smart
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  lock or lock box. Make sure lighting at the
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  entrance is adequate for late night arrivals.
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  Can't trust that enough people forget that you need a motion
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  light there. It makes it that much easier and
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  that much more of a elevated experience.
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  But then also add step by step instructions in your
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  communication. But also take advantage of host
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  fully guide book. This way guests have everything
• 7:02
  that they need at their fingertips and that's check in.
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  You also want can't forget to check out.
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  Just because the guest stay ended does not mean that you
• 7:11
  know what they're good. They're staying.
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  My guests hate guessing about what's expected at checkout.
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  Should they strip the beds? Should they run the dishwasher?
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  Should they take out the trash? Every market and every property
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  manager obviously have different needs and expectations.
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  The key here is just to keep it clear but also reasonable.
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  So just leave a short checkout list, no more than three or four
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  items. So like for example, make sure
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  to lock the door, take out the kitchen trash on your way out,
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  add dirty like add dirty towels or dirty dishes in the bin and
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  start the dishwasher. It's just simple expectations,
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  clear communication and then include the checkout time in
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  multiple places. Keep stressing that check out
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  time in your confirmation message in your hostfully
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  guidebook, but also a small sign in the property could help as
• 8:06
  well. And then automate a friendly
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  reminder the night before. Check out through your automated
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  messaging with your expectations, but again,
• 8:15
  thanking them for their stay. Also.
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  Lastly I think would be to leverage your tech stack for a
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  smooth and clear turnover. So like I said, check out isn't
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  just about the guest, it's about getting the property ready for
• 8:31
  the next one. And really, with the right
• 8:34
  tools, you can make that turnover process as seamless as
• 8:37
  possible for your guests, but also for your cleaners and your
• 8:41
  staff. So go ahead, set automated
• 8:44
  cleaner notifications. When a guest checks out, why
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  not? They'll be notified.
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  Use automated devices or hostfully devices to confirm
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  that the door is locked and that the thermostat is set to energy
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  saving mode so you can save money, which you know can all be
• 9:01
  set up and automatic. But then also you want to track
• 9:05
  your turnover tasks inside your property management software or
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  inside a software that integrates with your property
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  management software. This way nothing falls through
• 9:14
  the cracks making the process for the next arrival that much
• 9:18
  easier. But also just remember that a
• 9:21
  smooth check in and a smooth check out isn't just about
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  convenience, it's about building that loyalty and that trust with
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  your guest as well as your team. So when guests arrive with 0
• 9:32
  friction, they immediately relax when they walk into your unit
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  and it's at the temperature that's comfortable.
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  They relax when they leave, knowing exactly what they need
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  to do. They relax.
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  They remember the stay as effortless and with tools like
• 9:50
  Host Flees Automation and Host Flee devices.
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  Can't stress that enough. You can create this seamless
• 9:56
  guest experience without adding more work for yourself.
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  Because really, at the end of the day, smooth check insurance
• 10:03
  and smooth checkouts don't just save you stress.
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  They actually lead to better reviews.
• 10:08
  They lead to repeat bookings. And ultimately they'll lead to
• 10:12
  more revenue. And you don't really think it's
• 10:14
  check in and check out as an upsell.
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  It's going to get you more money because it's going to get you
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  better reviews. And with more reviews, you get
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  more bookings. So always always don't
• 10:25
  underestimate the check in and check out process. 100% yeah,
• 10:30
  some brilliant tips there. Clear comms.
• 10:33
  Of course. I think the mention there of
• 10:35
  having some little videos, especially if you might have a
• 10:38
  finicky doorway or it's a little bit difficult to find.
• 10:41
  I remember I, I was staying in a place actually in Tokyo and you
• 10:45
  have to go up a lift and it was difficult to get in the lift.
• 10:48
  And there's a different key and all the rest of it.
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  And of course they, they shared a few videos which which helped
• 10:52
  us actually navigate and and get in the place.
• 10:55
  I am such a massive fan of keyless entry and I know the
• 10:59
  guests like it too. So if you don't have that I
• 11:03
  would take a look and get it integrated with the PMS.
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  So like host fully where the guest is going to get a unique
• 11:09
  code every single time. It's all automatic.
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  It lasts for the length of their stay.
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  It's so much easier than than dealing with keys.
• 11:18
  I like what you mentioned there about the short checkout list.
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  No guest wants 10,000 things on A to do list before they check
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  out. Keep it simple, keep it easy and
• 11:29
  I'm a big fan as well of signs in the listing like you were
• 11:32
  saying there, just with the, you know, the check in the checkout
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  time or this is where to leave the key.
• 11:37
  If you have a key or you know, put the towels here or whatever
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  it is. I think so useful.
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  And you can even, you know, put your QR code as well.
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  Here's the digital guidebook or a QR code to here's to where you
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  can book direct next time. So, so many fantastic tips there
• 11:52
  and of course, tracking the turnover as well.
• 11:55
  If people are interested in ensuring they have a really
• 11:58
  smooth check in and check out and integrating with the tool
• 12:02
  like Hostfully Frank, where do they go For more information?
• 12:05
  Yeah, so we have hostfully.com. You'll learn everything you need
• 12:09
  about our software. If you like what you see, you
• 12:12
  can e-mail me directlyitsfrank@hostfully.com.
• 12:17
  Really simple. Shoot me an e-mail.
• 12:19
  I'll be more than happy to schedule a one-on-one demo with
• 12:23
  you. I'll answer any questions you
• 12:24
  have. I'll be more than happy to show
• 12:28
  our features and our capabilities because we have a
• 12:30
  lot, we're growing and we even have like we just release host
• 12:34
  free devices, which helps with the check in and check out
• 12:37
  process. So if that's important to you
• 12:38
  and definitely something that you want to perfect and
• 12:42
  implement in your own short term rental, I'm your guy to chat
• 12:45
  with. Even if it's not a demo, if you,
• 12:47
  even if you just want to talk about check in and check out, I
• 12:50
  could be here all day. So again, it's
• 12:52
  frank@hostfully.com. I'll share my link with James
• 12:56
  for a direct link for my calendar.
• 13:00
  And then whatever time's available and convenient for
• 13:03
  you, we'll, we'll set that up and we'll, we'll have a nice
• 13:05
  little chat. Superb.
• 13:07
  Yeah, all the details will be in the show notes.
• 13:09
  There are also a couple of special offers in there, $500
• 13:13
  off onboarding for the PMS and also 30% off digital guidebooks
• 13:18
  for life. 2 brilliant special offers there, all the details in
• 13:22
  the show notes. Frank, it's been a pleasure as
• 13:24
  ever. Thanks for joining us on House
• 13:26
  Planet Bite Size. Yeah, always a pleasure being
• 13:29
  here, James. Thank you for having me.
• 13:31
  Great chat to Frank Bosey there about.
• 13:32
  The check in. Check out process.
• 13:34
  Remember, get yourself a smart lock.
• 13:36
  You can thank me later. All right, that's it for today's
• 13:39
  episode. Remember.
• 13:40
  This podcast is brought to you in collaboration with House
• 13:43
  Philly. Which is trusted.
• 13:44
  By short term rental professionals across the globe
• 13:47
  as a house. Planet Listener you get 2
• 13:49
  exclusive. Offers $500 off onboarding for
• 13:52
  House Philly's property management software.
• 13:55
  Just use the code. Planet 500.
• 13:57
  And 30% of digital? Guidebooks for life use the Code
• 14:00
  House Planet GB. To grab these deals, click the
• 14:04
  link in the show notes. Or head to housephilly.com.
• 14:07
  For more free education tips and trends.
• 14:09
  From the STR. Industry Visit House.
• 14:12
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• 14:15
  listen to our podcasts and download a suite of ebooks.
• 14:18
  For hosts. And property managers.
• 14:20
  That's it for today, this episode.
• 14:21
  Until next time. I'll be hosting.