1. How quickly do you respond to new inquiries?

Within 1 hourWithin a few hoursWithin 24 hoursIt varies / sometimes longer

2. Do you send a pre-arrival message with check-in details?

Yes, automatically before every stayYes, but I send it manuallySometimes, if I rememberNo

3. Do you check in on guests during their stay?

Yes, always on day 1 or 2SometimesOnly if they message firstNo

4. How do you handle messages outside business hours?

Automated responses / AI handles themI respond when I canGuests wait until morningI don't get many late messages

5. Do you use message templates for common questions?

Yes, for all common scenariosFor some thingsNo, I type everything fresh

6. How many languages can you communicate in?

3+ languages2 languages1 language only

7. Do you send checkout reminders and instructions?

Yes, automatically the night beforeYes, I send them manuallyNo, checkout info is in the listingNo

8. Do you follow up after checkout to request a review?

Yes, alwaysSometimesNo

9. Do you have a digital guidebook or welcome book?

Yes, comprehensive and always updatedYes, but basicPhysical binder onlyNo

10. How do you handle guest complaints?

Acknowledge immediately, resolve within hoursI respond same dayI try to resolve before checkoutI address it in my review response

Guest Communication Scorecard