Boost Your Bookings: How to Create a Must-Have FAQ List for Your Airbnb
As an Airbnb owner, you’ll quickly discover that guests often have similar questions before their stay. To streamline communication and enhance the guest experience, it’s beneficial to create a Frequently Asked Questions (FAQ) list. This list can be integrated into booking platforms, included in your automated responses, or simply kept handy for quick copy-pasting into emails. Having a well-organised FAQ list not only saves you time but also ensures that guests receive consistent, accurate information.
Why You Need an FAQ List
One of the most significant advantages of having an FAQ list is that it allows you to respond to guest inquiries quickly and efficiently. When guests are planning their stay, they often compare multiple properties. The quicker you can provide the information they need, the more likely they are to book with you rather than move on to another option.
In addition, a well-prepared FAQ list projects professionalism. When guests see that you’ve anticipated their questions and provided detailed answers upfront, it reassures them that you’re a competent and reliable host. This sets the tone for their entire experience, making them more comfortable and confident in their decision to stay at your property.
Key Questions to Include in Your FAQ List
To get you started, here are some common questions that guests often ask:
- What is the bedding configuration?
Guests often want to know the exact setup of the beds in each room. Be specific about the types of beds and the number of beds in each room. - What is your maximum occupancy?
Clarify the maximum number of guests your property can accommodate, including any rules about additional guests or children. - Are you pet friendly?
If you allow pets, outline any restrictions or additional fees. If not, make this clear to avoid any misunderstandings. - How close is the <popular attraction>?
Provide information about the distance to popular local attractions, as well as how to get there (e.g., by car, public transport, walking). - Are there any restaurants or cafes nearby?
Guests appreciate knowing about nearby dining options. List a few popular choices along with their distance from your property. - Are there shops nearby? (particularly food/drink)
Mention the nearest grocery stores, convenience stores, or supermarkets. This is particularly important for guests planning longer stays. - Do you have Wi-Fi?
In today’s connected world, Wi-Fi is almost a necessity. Include details about the speed and reliability of your internet connection. - How do I access the property?
Explain the check-in process, whether it involves meeting someone, using a lockbox, or entering a code. Include details about late arrivals if applicable. - Is there parking at the property?
Specify whether you offer on-site parking, how many vehicles can be accommodated, and any fees or restrictions. - What payment methods do you accept?
Outline the accepted payment methods, including credit cards, bank transfers, or any alternative options. Mention any deposit requirements or refund policies. - Do you have a portacot or high chair available?
Families with young children often require these items. Make it clear whether you can provide them and if there’s an extra charge.
How to Create and Use Your FAQ List
Once you’ve compiled your FAQ list, consider saving it on a cloud drive, such as Google Drive or Dropbox. This way, you can easily access and update it as needed, and quickly copy text into your responses. You can also use these FAQs to create templates within booking platforms, making it easier to send automated or semi-automated responses.
Including these FAQs in your initial response to inquiries can also be highly beneficial. For example, if a potential guest asks about the proximity to local attractions, you can provide a detailed answer immediately. This not only impresses the guest with your promptness but also reduces the number of follow-up questions.
Enhancing Your FAQ List with Links
To further improve the usefulness of your FAQ list, you may wish to include links to additional information within your answers. For instance, if a guest asks about nearby restaurants, you could link directly to a local dining guide or your personal recommendations. If guests are curious about the property’s location relative to popular attractions, provide a link to a Google Map or a local tourism website.
These links not only provide guests with more detailed information but also demonstrate your commitment to ensuring they have a great stay. By offering convenient access to extra resources, you make it easier for guests to plan their visit and feel well-prepared before they even arrive.
Dealing with Phone Inquiries
While most inquiries may come through booking platforms or email, listing your phone number on websites like Google My Business can lead to phone calls from potential guests. This can be especially true if your property is in a high-demand area, where last-minute travellers often scramble to find accommodations.
These last-minute calls, particularly during peak times like long weekends, can quickly become overwhelming. To manage this, it’s wise to develop a standard text message that you can send to anyone who calls. A typical message might look like this:
“Hi, thanks for your enquiry for <property name>. To view availability and book online instantly, please visit our website at <URL>.”
By diverting calls to voicemail and then sending this message via text, you can save a considerable amount of time. In most cases, around 95% of callers will visit the website, where they can either book directly or realise that their desired dates or budget don’t match what’s available.
The Benefits of a Well-Prepared FAQ List
In summary, creating a comprehensive FAQ list is a small investment of time that can pay significant dividends. It enhances your professionalism, speeds up your response time, and increases the likelihood of securing bookings. By anticipating guest needs and providing clear, concise answers—complete with links to additional information—you not only make their decision-making process easier but also position yourself as a top choice in a competitive market.
Whether you’re managing one property or several, having these FAQs at your fingertips will streamline your operations, improve guest satisfaction, and ultimately lead to more successful bookings.
