Emergency Communication Protocols for Airbnb and Short-term rentals

Hope for the best but always prepare for the worst. This is not just for business but for life and especially for hosting. Preparing your emergency communication protocols is an important function of every Airbnb or Short Term Rental hosting business. No matter if you are hosting a single room in your house or multiple remote listings, you need to consider all possible scenarios. Plus have plans to communicate the protocols with your guests.

All of my listings are in Tokyo which is prone to earthquakes, typhoons and other wild weather from time to time. Whenever there is a little shaker, I always send all my current guests a short message to put their minds at ease and to remind them of the evacuation procedure, our emergency protocols and where the first aid kit is located. Sure they got all this information during check in, but the in flood of emotions during an earthquake, this information is easily forgotten.

Plus, there is so much more you can do. 

If a storm is forecast or any sort of weather event, drop your guests a note to let them know what they need to prepare. When people are on holidays, they may not be watching local news and weather. In our case, the local information is in Japanese and most of our guests are not Japanese speakers. So it is our responsibility to keep guests informed – especially if a storm or typhoon is on its way.

Perhaps there are storm shutters that need to be closed, outdoor furniture that needs to be brought in. You could suggest it is a good idea for guests to plan to be back-in early from sightseeing. Propose they plan a quiet night in watching movies from your collection of DVD’s or Netflix. 

Having a standard and consistant emergency protocols for your communications, not only shows your Airbnb guests that you care about their well-being and safety, but that you are well prepared and professional. 

You know your house best. You cannot assume that guests will know how to operate storm shutters or where the gas shutoff valve is or where the electric meter box is in case the power is tripped. It is your responsibility as a host to take all the guesswork out of these housekeeping matters. Set your guests up for success with clear instructions for all sorts of contingencies – the seasonal, the local and even the odd outlying situations.

The sorts of contingencies we have set emergency communication protocols:

• Earthquake
• Storms
• Typhoons
• Blackouts
• Circuit breaker reset
• Rainy season
• Snow
• Frozen water pipes
• Gas hot water pilot light outages
• Excessive noise
• Neighbour complaints
• Internet disruptions

Review and update your emergency communication protocols regularly

Recently, we have all been affected by the COVID-19 global pandemic. Emergency communication protocols are more important than ever before.

This was a new one for us as the pandemic took everybody by surprise. But we have added new protocols to our existing ones based on current information and advice from our local authorities. For us in Japan, we need to keep our guests informed about the types of precautions being suggested by the Ministry of Health. Plus we needed to report any illness to the government to assist their tracking and tracing of the virus.

As this is an uneasy time for everybody, we provide frequent and balanced information to ensure people are informed and prepared. 

Being aware and anticipating your guests’ fears and solving problems for them in extreme situations sets you apart as a professional and responsible host.

Legal and Moral responsibilities of hosting

In my hosting company, Tokyo Family Stays, we have a STR management license and then each house is licenced separately. As such, we have a legal duty of care responsibility for the people who stay in our listings. This means keeping our emergency protocols up to date is an essential part of our business. Sure it isn’t as fun as interior design but it is a necessary obligation.

However, even if we were not legally bound to keep guests informed we are morally bound as there are humans sleeping under our roofs. It is always good to remind yourself and your team, that these are not just bookings but living, breathing humans with basic needs that require our care and attention. 

Communication is the key

Professional hosting isn’t passive income but it requires vigilance as well as an open communication line with your guests. Standardizing the emergency communications with protocols streamlines your hosting communications and allows your whole team to have consistency.

But you don’t want to be constantly writing out the same messages again and again. 

It is a great idea to have all communications prepared in advance. Then you can easily set your auto responder. Or have this in a spreadsheet of communications so you can copy and paste easily when needed. 

Fortunately, I have you covered in my free course, Exceptional Guest Communications. Click here to get access. 

Excellent communications is one of the cornerstones to exceptional guest experiences. When your reputation is solidified as an exceptional host, this reputation brings you amazing reviews which in turn leads to repeat guests, referrals and a more profitable business.