Notes from the front desk.
Practical writing for people who run hotels, guesthouses and villas: guest messages, channels, reviews and the front desk, by day and by night.
What guests ask after 22:00
Late arrivals, key boxes, parking and breakfast: the questions that arrive when nobody is at the desk, and how to answer them well.
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The midday rush: a full desk and a ringing phone
Check-ins, check-outs and a phone that will not stop: how to stop losing bookings in the busiest hours of the day.
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Answering Booking.com messages in under a minute
Why response time matters on the platforms, and a calm routine for the messages that come with every booking.
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Overbooking, and how to stop worrying about it
How double bookings happen across Booking.com and Airbnb, and what a channel manager changes.
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A short guide to replying to reviews
How to thank the good ones and answer the critical ones, in the guest's language.
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Turning website visitors into guests, without commission
The small changes on your own website that bring bookings back from the platforms.
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WhatsApp check-in for villas and apartments
Codes, directions and house rules sent at the right moment, so the stay starts without a phone call.
Read the article →How to answer Booking.com messages automatically without sounding like a robot
Automatic replies save time, but guests notice when nobody has read their message. How to automate Booking.com replies that still sound like your house.
Read the article →Airbnb quick replies and scheduled messages: what they do well, and where AI helps
Airbnb's own tools send the right message at the right moment. They cannot read a guest's question. Here is where each one belongs.
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