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In this article we will describe how an accommodation partner can improve their hosting quality through messaging and reviews management.
NextPax has integrated the Messaging and Reviews API's of Airbnb and build a central, accommodation partner focused solution for them to manage messaging and reviews received from Airbnb via our platform. For a full overview of our Messaging & Reviews solutions, you might want to explore this chapter of our documentation: here.
In this article we will particularly deep dive on how some of these solutions really help to automate the messaging & reviews management for Airbnb.
- Activate Scheduled Messaging, more information: here
- Why? Scheduled Messaging, and sending out messages with the following touch-points, increase overall hosting quality with +0.5 points and the communications sub-score with +1.2 points on average.
- Activate the 'Automated Review the Airbnb Guest' functionality, more information: here
- Why? If after 24-hours post checkout, no complaint was made by you as accommodation partner towards the guest, we automatically send out a 5-star review to the guest. This guest then also receives a link to leave a review for your accommodation.
- Activate Automated Responses, towards 'Guest Reviews', more information: here
- Why? Simplify the lives of your customer service or operational team members, by automatically replying 4 & 5 star reviews with a nice personal message in the language of the traveller. Now you suddenly have time to focus on those reviews that really need attention.
Beyond that, there are times that you maybe can't answer the travellers within 24 hours, which is the requirement of Airbnb. In that case we send out a placeholder message to inform the customer that the message was received and that you will reach out at your earliest convenience.