Response Time Matters
Guests compare multiple properties at once. A fast response — even if just to acknowledge you received the message — keeps them from booking elsewhere. Aim to respond within 2 hours during waking hours.
Your response rate and speed are visible to guests on your listing and affect your placement in search results.
Before Booking — Inquiries and Requests
When a guest sends an inquiry or booking request, your first message sets the tone for the entire stay.
For Instant Book guests, send a welcome message within a few hours of the booking being confirmed:
"Hi [Name], welcome to Romancha! I am so glad you chose to stay with us. Your booking at [property name] from [dates] is confirmed. I will send you detailed check-in instructions 24 hours before your arrival. Feel free to message me with any questions before then. Looking forward to hosting you!"
For Approve All Bookings, respond to the request before accepting or declining:
"Hi [Name], thank you for your booking request. I have reviewed it and [am happy to accept / have a quick question before I confirm]. Could you let me know [purpose of visit / number of guests / anything else relevant]?"
The Pre-Arrival Message
Send a detailed message 24–48 hours before check-in with everything the guest needs to arrive smoothly:
- Exact address and landmarks (do not rely only on GPS — some properties are hard to find)
- Parking instructions
- How to enter — gate code, key handover, access instructions
- Your phone number for day-of questions
- Check-in time reminder
- Any local tips (nearest grocery, ATM, restaurant recommendation)
During the Stay
A brief check-in message after the guest arrives is a nice touch — keep it short:
"Hi [Name], hope the journey was smooth and you have settled in. Let me know if you need anything or if anything is not quite right."
This opens the door for guests to raise issues early — which is far better than discovering problems in a review.
Handling Complaints
If a guest raises an issue, respond immediately and stay calm:
- Acknowledge the problem — do not be defensive
- Fix it if you can (call a plumber, bring extra towels, etc.)
- If you cannot fix it, offer a practical alternative
- Document your response in writing — always communicate through the Romancha app, not just by phone
Guests who feel heard and helped rarely escalate to disputes. Guests who feel ignored almost always do.
Checkout Message
The day before checkout, send a brief reminder:
"Hi [Name], just a reminder that checkout is tomorrow by [time]. Please leave the keys [location]. It has been a pleasure having you — safe travels!"
After Checkout — Reviews
You have 14 days to leave a review for your guest. Leave honest, helpful feedback. Guests can see host reviews of them when requesting bookings at other properties — your review helps the whole hosting community. See Earning 5-Star Reviews for more.
Communication Rules
- Always communicate through the Romancha app. Do not move conversations to WhatsApp or SMS — this is a platform rule and protects you in any dispute.
- Do not share your personal email or social media.
- Do not solicit guests to pay off-platform. This violates the Host Agreement and can result in your listing being removed.