Tricky situations
Replying to a maintenance issue
Immediately, as soon as the guest reports the problem. How fast you first reply matters more than the fix itself.
Fields in curly braces, like {name} or {arrival}, are filled in automatically by Guest in touch with the booking details. Fields in square brackets, like [Wi-Fi password], you write once yourself.
Friendly
Hi {name}, we're so sorry about this! 🙏 We're on it. Could you send us a photo or video of the problem? In the meantime, try [simple check, e.g. checking the main breaker]. We'll get back to you within [time] with when the technician can come by.
Formal
Dear {name},
we apologize for the inconvenience and are already looking into it. To help us understand the problem, could you send us a photo or a short video? In the meantime, we suggest you [simple check]. We will update you on the repair within [time].
Kind regards, {host}
Tips
- Reply within a few minutes, even just to say "we're on it": silence does more damage than the breakdown.
- Ask for photos or videos: the problem can often be solved remotely.
- Give a specific timeframe and stick to it; if you can't, update the guest before it runs out.
With Guest in touch
The AI never replies on its own about maintenance issues: the conversation stays in "To handle" until a person takes care of it. Alerts go to the phone of whoever manages that channel.
More templates
Replying to a negative reviewProfessional, non-confrontational, written for future readers.Learn more →Noise complaintPolite but firm, when the neighbors complain.Learn more →Cancellation requestExplain the policy and offer an alternative.Learn more →Item left behindLet them know and arrange shipping.Learn more →
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