Guest communication
Set guest response windows you can actually keep
Define response targets by channel and hour, with after-hours rules and a safe holding reply.
Published · 1 minute read
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What to control
- Publish one target per channel
- Separate urgent from routine
- Use a holding reply with a real next time
- Record every after-hours exception
Operating context
A response window is a promise. If the listing says replies arrive within an hour, the team needs coverage for that hour. Set the target from actual staffing, not from a competitor's page.
Separate urgent from routine. A lockout, a safety issue, or a same-day arrival needs a fast human reply. A question about parking can wait for the next shift if the guest is told when to expect an answer.
A workable routine
Use a holding reply that names a real next step: who is checking, what information is needed, and when the guest will hear back. Do not promise a resolution you cannot authorize.
After hours, state the cut-off and the escalation path. If no one is on call, say so and give the emergency contact for genuine safety issues.
Review and evidence
Review messages weekly for missed windows and repeated questions. Repeated questions are a listing-content problem; missed windows are a coverage problem.
For related operating guidance, review the [turnover handoff brief](/blog/str-turnover-cleaner-handoff-brief) and the [guest response window guide](/blog/str-guest-message-response-windows). The [CISA cybersecurity performance goals](https://www.cisa.gov/cybersecurity-performance-goals) provide public baseline context for access and account controls.