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✅ INQUIRY RESPONSES HOW-TO

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Goal: Ensure all inquiries and booking requests are answered promptly, thoroughly, and with the necessary confirmations before approval.

🔁 General Monitoring Process (Every 10–15 Minutes During Shift)

  • Check the Reservations and Hello Email inboxes for new inquiries or messages.
  • Check the Inquiries tab on OwnerRez for:
    • Unanswered inquiries
    • Direct booking requests
  • Do NOT rely on channel inboxes (Airbnb, VRBO, etc.) — messages can be missed and harder to track.

📩 Responding to a First-Time Inquiry (Non-Instant Book)

  1. Open the inquiry email and click to respond. This should open the message screen in the channel platform.
  2. Check the OwnerRez calendar to confirm availability for the requested dates.
  3. Double-check that rates are accurate, especially for:
    • Christmas/New Years
    • High Season (February-April)
      (These may need manual updates at the start of the year.)
  4. Ensure the property does not require owner approval:
  5. If the home is available and doesn’t need approval:
    • Send the Basic Inquiry Quick Reply to confirm availability.
  1. Always ask for travel plans, guest count, and pets before approving.
  2. Once the guest responds with:
    • Confirmed plans
    • Accurate guest count (**it should almost never be just 1 (one) guest**)
    • Pet info (if applicable)
      You can proceed to approve their request to book.

❓ If They Ask a Question in Their Initial Message

  • Do not send the quick reply as-is. Modify it to include an answer to their question.
  • If the question is about:
    • Early check-in or late check-out – send the relevant quick reply as a second message.
    • Location/distance – use Google Maps to calculate time/distance.
    • Amenities or home details – check:
      • OwnerRez property record (especially custom fields tab)
      • Listing descriptions and photos
      • Dropbox or Operto inventory details
      • Property Manager or Cleaner (if internal systems don’t have the info)
  • Once you confirm the answer, add it to the OwnerRez property record under the Custom Fields section so it’s easily accessible for future team members.

✅ Instant Book Inquiry Follow-Up

  • If a guest uses Instant Book but does not share their plans:
    • Send the Basic Inquiry Quick Reply asking for travel details.
  • If no response during your shift, endorse a follow-up in WhatsApp for the next person on shift.

🐾 If Guest Inquires About Pets

  • Ask for full details if not provided:
    • Breed, weight, size, and shedding
    • Is the pet crate-trained or crated at night?
    • Will the dog(s) be kept off the furniture?
  • Check OwnerRez to see if the pet is tagged under the property record or check the Properties Main Info Google Doc.
  • If not listed, confirm with the Property Manager.

Pet Fee & Charge Instructions:

  • If the guest adds pets to the inquiry/guest count, the $150 per pet fee is already included automatically (up to 2 pets).
  • Ask the guest to confirm the correct pet count is reflected in their inquiry.
  • For large breeds, we charge an additional $50 per pet:
    • Let the guest know this will be added after booking.
    • Airbnb: Request payment via the Resolution Center.
  • Other platforms: Manually add charge in OwnerRez and request payment from the Transactions tab.
  • Tag the guest record as “booking resolutions” and add a note about the pet and extra fee for accounting.

Service/Emotional Support Animals:

  • We must accept them and cannot charge a fee or ask for documentation.
  • Let the guest know we accept with no fee, but any damage will result in a claim or deduction from the deposit if applicable.
  • Use the ESA/Service Animal Quick Reply.

🎓 Under-21 Inquiries (Guests Aged 18–20)

  • Ask for:
    • Purpose of their trip
    • Who is traveling
  • If acceptable, send the No Parties / House Rules Quick Reply, which outlines:
    • No smoking, no parties, no illegal drugs, no loud music after 9pm
    • $500 fine or removal from the home if rules are broken
  • Check with the inspector to see if the owner will allow based on the information provided.
  • If approved, proceed with accepting the booking.

🛏️ Inquiry About Sleeping Arrangements / Bed Setup

  • Guests often ask how many beds, what size, and whether sofa beds or air mattresses are available.
  • Confirm using:
    • OwnerRez amenities by going to the Rooms tab under the property record
  • Listing descriptions and photos
  • Dropbox inventory photos or Operto
  • Respond with clear breakdown (e.g., “2 queens, 1 king, 1 twin daybed”).

📍 Location & Nearby Attractions

  • Guests may ask: “How far is this from the beach?” or “Is there a grocery store nearby?”
  • Use Google Maps to calculate drive time or walking distance.
  • Include clear mileage or time-based answers.
  • If frequently asked, add distances to key points (beach, airport, shopping) in Custom Fields.

♿ Accessibility Requests

  • Some guests inquire about stairs, walk-in showers, or elevator access.
  • Confirm if:
    • Home is single-story
    • Entry is step-free
    • Shower is walk-in or tub combo
  • Note in response if not suitable for mobility-limited guests, but do so professionally.
  • Update OwnerRez Custom Fields for future reference.

🍼 Traveling With Children / Baby Gear Requests

  • Guests may ask: “Do you provide a crib or high chair?”
  • Check OwnerRez amenities or inventory photos.
  • If not listed, check with the cleaner or property manager.
  • Let guest know if available or recommend a local rental company if not (Baby Quip quick reply in booking platforms).

🔥 BBQ Grills / Fire Pits

  • Guests often ask about outdoor amenities.
  • Confirm whether it’s charcoal or gas.
  • If propane is included, mention that; if not, state guest may need to refill and we can reimburse them for it.
  • Confirm in Operto or with Property Manager/Cleaner if unclear.

📶 Wi-Fi & Internet Speed

  • Common for business travelers or remote workers.
  • If speed is known, include Mbps download/upload in your response (you can check the listing in Airbnb to see if the speed is listed).
  • If unknown, ask the Property Manager to run a speed test during next visit and save the result in Airbnb.
  • Save result in OwnerRez Custom Fields.

🧹 Cleaning Questions / Mid-Stay Cleans

  • Some guests ask if a mid-stay clean can be arranged or what the cleaning fee covers.
  • Let them know mid-stay cleanings can be arranged for a fee (provide estimate if known).
  • Clarify that the cleaning fee covers final turnover cleaning, not daily service.

🕓 Early Arrival / Late Departure on Day of Inquiry

  • Sometimes guests ask in the initial message if early arrival/late checkout is possible.
  • Follow the standard early check-in/late check-out protocol.
  • If dates are far in advance, clarify that availability is determined the day before.
  • Always include applicable rates if discussing potential availability.

🏊 Pool & Hot Tub Heating Requests

  • Standard Pool Heating Policy:
    • November to February: Pool heating is included in the nightly rate at $50/night.
    • March to October: Pools are not heated due to warm weather.
  • Hot Tubs:
    • Heating is $25/day, but included November to February.
    • Outside of those months, it can be arranged upon request.
  • If a guest insists on pool heat between March–October:
    • Confirm the property has a heater.
    • Let them know we can activate it for $50/night.
    • Use the resolution center (Airbnb) or manual charge and payment request (other platforms).
    • Add a note and “booking resolutions” tag to the guest record for accounting.

🎉 Event or Gathering Requests

  • We allow events only at select properties.
  • If a guest asks about hosting:
    • Ask them to describe the type of event, group size, hours, and planned activities.
  • Contact the Sales Manager to:
    • Confirm if the property allows events.
    • Get specific details about event fees or extra charges.
    • Learn how to properly add the cost to the booking (rate structure, line items, etc.).
  • Once approved:
    • Clearly communicate any restrictions or house rules.
    • Apply appropriate charges and tag the guest record.

🏘️ Recommending Alternative Properties (When Original Home Is Unavailable)

  • If the property the guest inquired about is not available, try to capture the booking for another home we manage in the same area that fits their needs.
  • Review their message for key details such as:
    • Group size
    • Desired amenities (pool, hot tub, pet friendly, etc.)
    • Dates and location
  • Search for other available homes we manage in the area via OwnerRez or your internal tools by going to the Ribbon View on OwnerRez and filtering the dates for available properties. Hoover your cursor over each property address link to ensure it would be a fit (occupancy, pool, pet rules, etc.)
  • Send links based on the platform they messaged on:
    • Airbnb inquiry → send Airbnb listing links only
    • VRBO inquiry → send VRBO listing links only
    • Direct booking or email → send OwnerRez or website links
  • Phrase the response professionally and helpfully:
    “Unfortunately, that home is not available for your dates, but we’d still love to host you. Here are a few other homes we manage nearby that may work great for your group.”
  • Prioritize similar price points and features to improve conversion.