Vacation rental autoresponders can free you from the pressure to be constantly available while making sure inquiries get a quick response.
An autoresponder is an email message that’s sent automatically when triggered. MyVR clients use our native workflow automation software to reply to a new request, confirm a reservation, share essential check-in details, and more. In this post, we’ll focus on a few basic messages to consider:
- Acknowledge a new inquiry or reservation
- Out of office notification
- Questions received during a guest’s stay
There was a time when email autoresponders could give you an edge over your competitors. These days, they’re essential: Travelers expect a quick response and so do many of the channels you use to market your rental properties. Many sites visibly record your response time and dock you if you don’t reply within a certain time frame (typically 24 hours or less), which can impact not just how potential guests perceive your business but also how high your listings show up in search results.
How can you use email automation software for your direct business or multi-channel listings? Use these best practices and guest message templates to help make a great first impression on your guests.
How to write a great vacation rental autoresponder
While customers expect to hear from you in a timely manner, what really shines is empathy - the feeling that you understand where they’re coming from and genuinely want to help. Keep that in mind as you write your autoresponders; even if it’s a message to say you’ve received their inquiry and will respond directly as soon as you can, your guests will be happy to know their request went through and that they aren’t being ignored.
1. Don’t be generic
An automated email may not be as personalized as a direct message from you, but that doesn’t mean it needs to be cold or impersonal. Instead of something generic, use smart fields to customize the information. Smart fields allow you to insert personalized text into your email without having to individually edit each customized field. For example, include their first name in the salutation and mention the property name in the subject line or introduction. Some email automation software allows you to add custom information, too, so you can incorporate details about your property, house rules, or check-in procedures.
2. Show your gratitude
Customizing your email template is a small step toward making your guests feel special rather than “just another inquiry.” Another meaningful but easy-to-overlook tip: Start your message with gratitude. Saying “thank you” indicates that you value their business and is one way to show guests you want them to enjoy their entire experience with your vacation rental from the very beginning.
3. Include booking details
Keep things simple for you and your guests by including their booking details in your autoresponder. Using the same smart fields mentioned above, you can confirm details such as:
- Property name and address
- Length of stay
- Check-in and check-out dates
- Rental ID number
- Guest’s first and last name
- Guest’s contact information
Not only does this make it easier for you and your guests to find the information later, it’s also an opportunity for them to review the information they submitted and let you know if they spot any mistakes.
4. Include appropriate contact information
Whether you manage the property onsite yourself or use a local service, don’t make guests hunt for the right contact information. Include your email, phone number, and website URL in your autoresponder, as well as contact information for your onsite manager and/or anyone else they may need to reach during their visit.
5. Let them know when they’ll hear from you
Whether you’re away from your computer or actively monitoring your email, give a specific time frame for your response. This helps set guest expectations so they aren’t left wondering when they’ll hear back from you. The critical thing, then, is that you also plan your schedule to meet those expectations.
6. Test it!
Do a test run of your automation setup — and ask for feedback from friends. Take the opportunity to ask:
- Does the automated message send when it’s supposed to?
- What is the tone of the message?
- If you’ve used smart fields to customize your message, do they work as intended?
- If you set up a sequence of messages, do they send as expected?
- Is there any information you can add to a message to make it more helpful?
Guest message templates for listing sites
One important note: Listing sites may not give you much control, if any, over messages sent automatically through their system. If that’s the case, you can use these templates as saved messages you can quickly send — but they won’t be automated.
Using a third-party platform, such as MyVR, to streamline your listings and direct bookings gives you more flexibility over autoresponders as well as access to rules and filters that can create a more customized workflow.
Use tags within your email system, or add the information manually, to complete the information indicated by the square brackets and highlights in the templates below.
Template #1: New inquiry (not an instant booking)
Subject:
{{property_name}}– Thanks for your inquiry!Hi
{{first_name}},Thank you for choosing
{{property_name}}for your visit to{{location}}! I will get back to you within the next three hours to confirm availability. Until then, can you confirm that the details of your inquiry are correct?Length of stay:
{{length_of_stay}}
Check-in date:{{check_in_date}}
Check-out date:{{check_out_date}}
Guest’s name:{{first_name}}{{last_name}}
Guest’s email:{{email_address}}
Guest’s phone number:{{phone_number}}
{{property_name}}is a great choice because{{custom_property_info}}. To learn more about the area and start planning your stay, visit our website at{{website_URL}}. You’ll find detailed information about the home, a collection of photos, and a local guide that highlights our favorite attractions, restaurants, and local shops.I will be in touch shortly.
Sincerely,
{{your_name}}
{{property_name}}
{{website_URL}}
Template #2: Out of office (message forwarded to property manager)
Subject:
{{property_name}}– Thanks for your inquiry!Hi
{{first_name}},Thank you for choosing
{{property_name}}for your visit to{{location}}! I’m currently unavailable, but your message has been forwarded to{{property_manager}}who will connect with you within the next six hours.Until then, can you confirm that the details of your inquiry are correct?
Length of stay:
{{length_of_stay}}
Check-in date:{{check_in_date}}
Check-out date:{{check_out_date}}
Guest’s name:{{first_name}}{{last_name}}
Guest’s email:{{email_address}}
Guest’s phone number:{{phone_number}}
{{property_name}}is a great choice for your stay because{{custom_property_info}}. To learn more about the area and start planning your stay, visit our website at{{website_URL}}. You’ll find detailed information about the home, a collection of photos, and a local guide that highlights our favorite attractions, restaurants, and local shops.
{{property_manager}}will be in touch shortly.Sincerely,
{{your_name}}
{{property_name}}
{{website_URL}}
Template #3: Questions received during a guest’s stay
Hi
{{first_name}},I hope you’re enjoying your stay at
{{property_name}}! I will respond to your question within the next three hours; if this is an on-site emergency, please call{{contact_name}}at{{phone number}}.In the interim, visit our website at
{{website_URL}}for detailed information about the property and a local guide that highlights our favorite attractions, restaurants, and local shops. Or maybe one of these frequently asked questions will help:Q. Where can I park my car?
A.{{Provide relevant directions to find your parking space, street parking, or nearby parking lots.}}Q. How can I get into the house?
A.{{Explain any relevant details such as lockbox location, access codes, alarm codes, etc.}}Q. How do I access the WiFi?
A.{{Share the server name and password.}}Q. When is check-in and check-out?
A.{{Check-in is anytime after 3 p.m., check-out time is before 11 a.m.}}Q. Where can I buy groceries?
A.{{Explain how to get to the nearest grocery store. Add a link to a Google Map, or to your local guide if you included a map in it.}}Q. Where can I buy other essentials?
A.{{Explain how to get to the nearest general store. Add a link to a Google Map, or to your local guide if you included a map in it.}}
{{...add any other important details, such as garbage pick-up or street cleaning information, house rules, and other frequently asked questions.}}I will be in touch shortly.
Sincerely,
{{your_name}}
{{property_name}}
{{website_URL}}
