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Seamless guest communication to ensure a positive stay

Seamless guest communication to ensure a positive stay

Communicating with guests before they arrive is an incredibly important part of their stay. It sets a tone, manages expectations and helps ensure that they have a good time, thus leading to good reviews and more guests. When a guest books through Canopy & Stars, they’ll get emails from us, but it’s great for owners to get in touch as well. So here’s a look at what we send and when, as well as where and how you can get in touch to make personal contact.

What do Canopy & Stars send?

Depending on when a booking is made and whether or not a deposit is paid, a Canopy & Stars guest receives some or all of the following: 

  • Booking confirmation and deposit payment receipt (if outside of 10 weeks of stay) 
  • Booking confirmation and full balance payment receipt (within 10 weeks of stay) 
  • Reminder two weeks before trip 
  • Reminder the day before trip 
  • Feedback request email

The first two are functional receipt emails, but we still make sure to give them a positive feel, confirming in the guest’s mind that they’ve made a good decision and sowing those first seeds of excitement. The second two are focused on content and inspiration, alongside some practical information. 

Two weeks to go:

  • Encouragement to travel by public transport to receive a Good Travel Gift Card from us 
  • Directions for travel that appear on the listing  
  • Owner contact details 
  • Invitation to sign up to our newsletter if they haven’t already  
  • Some guest FAQs  
  • Reminder to tag us on social

One day before:

What could/should you send?

How much contact you have with guests and when you make it depends once again on when they make their booking. If their stay is booked far in advance, the chances are you may not hear back from many guests, but it is important that they hear from you.   

Whether it’s one email or several, here are some things it’s worth doing or letting them know. 

Before check in day:

  • Thank them for the booking and tell them about any additional extras that can be booked in advance  
  • Give them local recommendations that may need booking in advance 
  • Share any important information about check in, directions finding the space etc 
  • Share your handbook as a PDF or using Touchstay, (we have a discount code) a handy digital handbook

During and after their stay:

  • If possible, send a short text or Whatsapp after their arrival; welcoming them to their stay and making sure they have everything they need. This will help them feel more able to contact you if there are issues 
  • Thank guests for their stay and encourage guests to complete the C&S feedback form

Does it have to be email?

No, not at all. Many owners use email as their main form of communication with guests, but giving them options can be useful. A Whatsapp business number or a simple text can get the conversation started. They're also more accessible for travelling to remote locations where only weak phone signal might be available. 

Top tips:

  • Check your Junk & Spam regularly to avoid missing any emails from guests 
  • Use time-saving templates that you can personalise  
  • If you are going to be away and not on site, ensure that an alternative contact is provided for guests

 

The key to all guest communication is to remember that this is not something guests do often. It’s a special occasion for them, an event. While you may rightly be most concerned about what they need to do and know, it’s equally important to remember how they feel. A happy guest is one who arrives without any fuss and full of excitement for their stay, because you’ve given them all the right information about the place, the area and what a great time they’re going to have. 

If you’d like any advice on guest communication, you can always reach out to us at owners@canopyandstars.co.uk if you are an existing owner or ideas@canopyandstars.co.uk if you are thinking of joining the collection.