Premier Guest Services

  Your five-star review begins at booking. Within 24 hours—usually 15 to 30 minutes—we contact guests to thank them and open communication. For Airbnb bookings, we also request an email address.

Why does this matter?

During the full-refund window, a booking may feel like little more than a placeholder. Our message begins building a relationship, making guests less likely to cancel. From there, we continue strengthening that connection.

  Regardless of how far in advance guests book, we send a welcome email thanking them and providing their lock code, Wi-Fi details, property-specific information, and our contact information. It also says, "If you ever wonder whether you should call Cory, just do it."

Why does this matter?

It strengthens the guest relationship, gives them confidence that their stay is confirmed, and encourages open communication.

  We send the initial welcome email within 24 hours of every booking. Whether check-in is eight months or eight weeks away, guests receive the same email again 72 hours before arrival through delayed delivery. The initial email explains this, so guests do not need to save it.

On the morning of check-in, we also text guests their lock code as a reminder.

  Hosts traditionally go above and beyond to create a five-star experience, then wait and hope guests leave a five-star review.

We have made the process more predictable by encouraging guests to leave honest, favorable reviews with ratings that reflect their entire stay.

Our pre-check-in process lays the groundwork for this approach.

  During pre-check-in, we focus on building trust and making guests comfortable communicating with us.

On the evening of check-in, I send a brief text to confirm that arrival was seamless and everything meets their expectations.

This often confirms that the stay is off to a five-star start.

Because we have established open communication, guests are likely to keep me informed throughout their stay.

The check out is the most vital part of the process.  This is where we verify the stay, aadvise on the direct rebooking process.  Guide the review based off the obtained information during the stay.

Example:

A party at the property next door had a large party that resulted in law enforcement getting involved.

I apologize and encourage the guests to do a review, after reminding the guest that the incident was out of the owner/hosts control and being ratings drive this business I encourage them to leave a 5-Star rating but mention the incident in the comments.

  Reviews will always be subjective and unpredictable. The strategies outlined above are effective 90%–95% of the time, but the remaining 5%–10% of guests may not communicate, leaving hosts vulnerable to unexpected feedback.

For the small percentage of stays that appear to be five-star experiences at checkout but receive a different rating, we have a solution.

Especially on Airbnb, trying to remove a review is often a waste of time. A strategically crafted response is the better solution—and an opportunity.

We all know ratings are the key driver in this business, the fear of negative ratings can understndably create anxiety for hosts.

While the guest review can be guided it will never be without some level of uncontrolabilty.  

The responce however is 100% in our control and when created strategically it can turn a 1-Star rating into an opportunioty to secure future bookings.

The check out is the most vital part of the process.  This is where we verify the stay, aadvise on the direct rebooking process.  Guide the review based off the obtained information during the stay.

Example:

A party at the property next door had a large party that resulted in law enforcement getting involved.

I apologize and encourage the guests to do a review, after reminding the guest that the incident was out of the owner/hosts control and being ratings drive this business I encourage them to leave a 5-Star rating but mention the incident in the comments.