Journey-based communication
Map enquiry, booking, pre-arrival, arrival, first night, mid-stay, departure and post-stay. Send the minimum useful information at the moment it can be acted on. Confirm booking facts, access, rules, parking, support and material limitations. Automated messages must still be accurate for the property.
Service standards
Define response targets by urgency, a local escalation path and handover requirements. A friendly message without action is not resolution. Use templates as a starting point, then personalise verified details. Never promise a remedy, refund, trade attendance or timing you cannot control.
Difficult conversations
Acknowledge the issue, confirm facts, protect safety, state the next action and update time. Keep messages factual and avoid blame. Record material incidents and preserve relevant evidence. Move to emergency services or qualified suppliers when the issue exceeds the host role.