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.
Response time on Airbnb: why it matters and how to answer quickly, day and night
Airbnb shows guests how quickly you reply, and Superhost status depends on it. How to answer fast without living on your phone.
Read the article →
The 20 questions guests ask on Booking.com, with model answers
From parking to late check-in: the questions that fill a Booking.com inbox, grouped by stage of the stay, with answers you can adapt today.
Read the article →
Pre-arrival messages on Airbnb: templates guests actually read
When to send each message before an Airbnb stay, what to put in it, and templates short enough that guests read them to the end.
Read the article →
Guests who write in German, Italian, Hebrew or Polish: answering in their language
How to reply to guests in their own language without a translator on staff: the traps of copy-paste translation, tone, names and dates.
Read the article →
What you should never leave to an AI at the front desk
Cancellations, refunds, payments, complaints and safety belong to a person. Here is how a good hand-off works: a holding reply and a clear summary.
Read the article →
How to reply to a negative review on Booking.com, with examples
A simple structure for replying to bad Booking.com reviews, what to avoid, and example replies to three common complaints.
Read the article →
Expedia for small properties: guest messages and what guests expect
Expedia guests write before and after they book. What they ask, what they expect in return, and how a small property avoids losing them in the gaps.
Read the article →
One inbox for five platforms: a day at a guesthouse with Concierva
Booking.com, Airbnb, Expedia, WhatsApp and website chat in one place, plus the phone. A fictional day at a small guesthouse, from 07:00 to 23:30.
Read the article →
Selling on Airbnb and Booking.com at the same time: how to avoid double bookings
Why double bookings happen when you list on both Airbnb and Booking.com, what calendar links can and cannot do, and a checklist that keeps one room sold once.
Read the article →