When you’re managing bookings and payments yourself, response time has never been more important. As it’s now possible for owners to take online payments via their Holiday Lettings advert, guests can book straight away. If you don’t use online bookings, you’ll need to bear that in mind and respond to enquiries as soon as they come in. Want to start taking online bookings? Find out more.
Guests looking to book usually like to keep their options open. They’ll probably contact several owners at once to test the water, so it’s a good idea to get ready to secure bookings quickly before your competition can.
Responding to enquiries
- Speed is key. The easiest way to make sure you’re getting back to your potential guests quickly is to download the Holiday Lettings app. This way, it doesn’t matter where you are – you’ll be able to respond to enquiries and booking requests when you’re on the move.
- Sign up to SMS alerts in your account under Account > Account preferences > Free SMS alerts to your mobile. This way, we can send you text messages as soon as enquiries or bookings come in.
- If the holidaymaker has provided a phone number, it probably means they wouldn’t mind you giving them a call (they don’t have to provide a phone number when they send an enquiry). This is your opportunity to sell your home to them and answer any questions they have straight away. Hopefully, you’ll be able to confirm the booking over the phone too!
- Check your junk mail folder every so often just in case an enquiry has got caught up in your email provider’s spam filters.
- Respond to every enquiry, even if you can’t accept a particular stay. Holidaymakers may consider you next time if you acknowledge their interest.
- The quickest way to convert an enquiry into a booking is to respond with a quote straight off the bat. You can still add a message to your quote and the guest will have all the details they need to be able to book and pay online. If you’re not already using online booking to take payments, go to to Account > Bookings > How it works to find out more and get started.
Before an enquiry comes in
- Write a list of answers to common questions you’re likely to get, such as how far your home is to the nearest shops/beach and if you can provide cots/highchairs.
- Have some standard email responses ready to provide more details about your home or the next steps in the booking process and personalise them accordingly. Take a look at our sample email responses for inspiration.
- Keep your calendar up to date so there’s no chance of disappointing potential guests if your home’s not actually available.
- Display a contact number on your advert by ticking the relevant box under Account > Account preferences > Contact preferences. Some owners set up a mobile number especially so they can distinguish enquiries from personal calls. You could also set up a voicemail thanking guests for their interest and saying you’ll get back to them soon.