Train Your Vacation Rental Team to Use the Language of Hospitality

Douglas Kennedy
5/14/2024

I believe most of us would agree that interpersonal communications is always a challenge, especially for anyone who is married, engaged, or who has a domestic partner, significant other, boyfriend, girlfriend, parent, child, siblings, or roommates! (In other words, basically anyone you live with other than a dog, because we all know that dogs are great listeners and never judge.)

In the short-term vacation rental industry, language can be even more challenging because we are, by nature, selling an “product” on which satisfaction is based on the emotional state of the guest we are interacting with. That’s why in all KTN workshops, we include examples of phrases that are often said by staff to guests, along with alternatives that evoke the spirit of hospitality. Many of these also apply to interactions with property owners. The following are examples to share with your staff.

Examples Relating to Guest Requests and Questions

“I’ll have to check on that for you” vs. “Allow me to check on that.”

• The first example makes it sound like the guest is imposing on our time. We might as well say “If it wasn’t for all you guests interrupting us, we could get so much more done here.”

“I’m only just …” “You’ll have to call …” vs. “Allow me to connect you with our specialist in this area.”

• The first example diminishes our value and makes us sound like we have limited role, whereas the alternative presents having specialized colleagues as an advantage.

“You’ll have to …” vs. “May I suggest that you …”

• The first example may feel to some guests as if we are ordering them around, whereas the second sounds more polite and helpful.

“I don’t think so …” or “I’m pretty sure …” vs. “It is …” “It isn’t …” or “I’ll find out and let you know.”

• If a guest is calling or sending a question via textual exchanges, chances are they have already checked online and really want a definitive answer. Be prepared to answer frequently asked questions and, when you don’t know, there’s nothing wrong with indicating you will research it for them.

“You need to check your spam folder …” vs. “I would be happy to re-send those now while you stay on the line. Sometimes our emails get sent to spam folders.”

• This one is often given in response to: “I never got my check-in instructions ...” The first example places the blame on them, whereas the alternative offers the most important part, an immediate solution, while still explaining the problem was not that we failed to send.

“This happens all the time!” vs. “I apologize that you’ve experienced this issue.”

• Even if the issue may in fact happen frequently, we do not need to let the guest know this!

Examples Relating to Policies and Procedures

“Sorry, that’s against our policy.” vs. “Let me check further …” (followed by a brief pause or hold, then) “In checking further, as it turns out ...”

• If you do think it is possible to get approval for a workaround, or if your manager has empowered you to have reasonable flexibility, then you really may need to check further. Otherwise, sometimes even providing a pause to “check further” (wink, wink!) alone shows good will. Then by starting with “As it turns out …” softens the bad news of a final “no.”
• When you have to say no, it may be helpful to explain that the policy is out of concern for guest safety or security.

“I’m not showing that request. Who did you speak with?” vs. “Let me see what we can work out for you, and I certainly apologize for the misunderstanding.”

• Depending on the tone of voice, the first example could sound as if we are doubting the guest, whereas the second alternative moves on to finding a workable solution.

Examples Relating to Availability

“All I have left is …” vs. “Fortunately, during that time what I still have open is ...”

• The first example is often said when the most popular options are already booked, making what’s left sound like leftovers! The second example creates urgency and conveys that what’s left is still a good option.

“The rates go up when it’s busy …” vs. “During this time, our normal rates apply. We are able to offer lower rates during slower periods.”

• Versions of the first example are often used to explain rate variance and/or dynamic pricing. However, both statements are equally true! The alternative sounds more guest friendly and makes the top-tier rates sound “normal,” versus implying that we raise rates whenever possible to maximize profits.

Examples Relating to General Sales Conversations

“Have you stayed with us before?” vs. “May I ask if you’ve stayed with us before, or did anything online catch your eye?”

• By asking this updated version of this traditional investigative question, we can also find out where first time guests are in their search. Have they already looked online, and do they have an option in mind?

“What brings you to the area?” vs. “Is there anything special I can help you plan during your stay?”

• By asking this updated version of the question, we can sometimes also discover opportunities to cross-sell and upsell, all while helping guests plan their overall experience.

“Do you wanna book it?” vs. “May I secure that for you?”

• The second option sounds not only more professional, but also more helpful.

“Well, if you don’t book now, it might not be available.” vs. “That’s fine, but just so you’ll know, availability and rates can change very quickly.”

• The first option sounds more like a threat than a helpful suggestion, whereas the alternative positions the second close attempt as courtesy being extended.

“Right now, we are wide open.” vs. “At the moment, I do show availability, but with guests booking online 24/7, that can change very quickly.”

• This is often said in response to the question: “How’s your availability looking?” The second one is always true, whereas the common answer might make guests wonder why no one is booking with us.

“Do you want me to send you a follow-up email?” vs. “Let me grab your email address so I can send you a follow-up and my contact information.”

• The first example is often asked by reservations agents after guests decline to book, so they are able to follow-up. However, the default answer for most consumers will be an automatic “no.” The second option positions this offer as a courtesy and leads to more “yes” responses.

Examples Related to Textual Selling (Email, Chat, In-App Messages)

“Per your request, attached please find …” vs. “In response to your request, I’m sending you ...”

• The first example sounds like correspondence one would receive from an attorney’s office. The second sounds helpful and conversational.

“Your request has been duly noted.” vs. “We have made a note of your request.”

• Same comment as with the previous example.

“Let me know if you have any questions.”  vs. “Let me know what else I can do on our end to secure the chance to host you.”

• The first example is worn-out and overused. The alternative not only offers assistance if needed, but also expresses interest in hosting their trip.

---