Starting an Airbnb Business: Managing Bookings, Guests, and Operations
4 minute read
June 21, 2024


Running a successful short-term rental (STR) property involves more than just acquiring and furnishing the property. Efficiently managing bookings, providing excellent customer service, and handling feedback are crucial components of daily operations. Let’s explore how you can streamline these processes to ensure smooth operations and positive guest experiences.

How Do You Efficiently Handle Managing Bookings?

Efficient booking management is essential to maximize occupancy rates and revenue. Here are some strategies to help you stay organized:

1. Property Management Software: Utilize property management software (PMS) like Guesty, Hostfully, or Lodgify. These platforms help automate booking processes, manage multiple listings, and sync calendars across different booking sites.

2. Channel Managers: Use channel managers to distribute your listings across multiple platforms like Airbnb,, and VRBO without double bookings. They also consolidate all your bookings in one place for easy management.

3. Automated Messaging: Implement automated messaging systems to handle guest communication. Tools like Hospitable (formerly Smartbnb) send automated responses for booking confirmations, check-in instructions, and check-out reminders, ensuring timely and consistent communication.

4. Dynamic Pricing: Tools like Beyond Pricing and PriceLabs adjust your rates based on demand, local events, and competitor pricing. This helps optimize your pricing strategy and maximize revenue.

5. Calendar Management: Keep your calendar up to date to avoid double bookings and ensure availability is accurately reflected across all platforms.

What Are Best Practices for Customer Service?

Exceptional customer service can set your STR apart and lead to positive reviews and repeat bookings. Here are some best practices:

1. Prompt Communication: Respond to inquiries and messages promptly. Quick responses can secure bookings and enhance the guest experience.

2. Personal Touches: Personalize your communication by addressing guests by their names and acknowledging special occasions, like anniversaries or birthdays.

3. Clear Instructions: Provide detailed instructions for check-in, check-out, and using property amenities. A comprehensive house manual can be a valuable resource for guests.

4. Availability: Be available to address any issues or questions that arise during the guest’s stay. Providing a contact number or using a messaging app can facilitate communication.

5. Follow-Up: After check-in, follow up to ensure everything is satisfactory. A quick message asking if guests need anything can go a long way in showing you care.

How Should You Handle Negative Feedback?

Negative feedback is inevitable, but how you handle it can make a significant difference. Here’s how to manage it effectively:

1. Stay Calm and Professional: Respond to negative reviews calmly and professionally. Avoid getting defensive and acknowledge the guest’s concerns.

2. Apologize and Take Responsibility: Offer a sincere apology for any inconvenience caused. Taking responsibility shows you value guest feedback and are committed to improving.

3. Offer Solutions: Provide solutions to rectify the issues mentioned. Whether it’s offering a partial refund, a discount on future stays, or fixing the problem immediately, showing you are proactive can mitigate the impact of negative reviews.

4. Learn and Improve: Use feedback as an opportunity to improve your property and services. Regularly review guest comments and make necessary adjustments to enhance the guest experience.

5. Follow Up: After resolving the issue, follow up with the guest to ensure their satisfaction. This can turn a negative experience into a positive one and demonstrate your commitment to customer service.

Resources for Managing Operations

Here are some valuable resources to help you manage your STR operations efficiently:

1. Customer Service Training Resources: Invest in customer service training for yourself and your team. Resources like Coursera and Udemy offer courses on customer service skills and hospitality management.

2. Property Management Software Reviews: Read reviews and compare property management software on sites like Capterra and G2 to find the best fit for your needs.

3. Technology Recommendations: Explore technology solutions for managing bookings, guest communication, and pricing. Blogs and forums dedicated to STR management can provide insights and recommendations.


Managing bookings, guests, and daily operations effectively is vital for the success of your short-term rental property. By leveraging technology, providing exceptional customer service, and handling feedback professionally, you can ensure smooth operations and create memorable experiences for your guests. Implement these strategies to enhance your property management and drive success in the competitive STR market.

Do you have tips for handling difficult guests or operational challenges? Share your experiences and advice in the comments below. Your insights can help fellow hosts improve their management practices.

Our advise is based on experience in the mortgage industry and we are dedicated to helping you achieve your goal of owning a home. We may receive compensation from partner banks when you view mortgage rates listed on our website.


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