Travel Information : the key to a great experience fluid, short-term rental

Before the stay : reassure and prepare

Upon confirmation, send a recap of our own : dates, number of guests, cancellation policies and deposit potential. A few days before arrival, please share the exact address, a link to Maps, the options for parking and transportation, and then the procedure of check-in (home, lockbox or lock connected) with codes temporary and photos access. Specify also the emergency contact (phone/e-mail, schedules) and, if necessary, the elements of legal identity verification, tax, the basic rules (pets, smoking, noise). The traveller visualizes his arrival and sometimes serene.

During the stay : accompany without overloading

From the D-day, make it easy to grip, Wi-Fi (SSID + password + QR code), guide housing (heating/air conditioning, home appliances, TV, sorting of waste), small safety (sensors, circuit breakers, useful numbers) and the rules of life. Add local recommendations-to-date (restaurants, shops, activities, transport) in order to create value without adding new messages. A short point proactive a few hours after the arrival of “All goes well ?” is often enough to defuse the micro-irritating.

After the stay : close and capitalize

On the eve of departure, remember the time of check-out, and the mini checklist (key, windows, trash cans, dishes). The next day, give thanks, send the invoice and offer to leave a review. A link to a brief internal form will help you to detect what was pleasant (or not) and to feed your continuous improvement. It is also a good time to offer a discount code for a future stay.

The challenges side concierge

Inform correctly assumes to be present on all channels (e-mail Airbnb/Booking, e-mail, SMS/WhatsApp) and in the right language, while remaining responsive 24/7. On the scale of several homes, the consistency of the tone, the update (new code, new photo) and the synchronization of the calendar quickly become time-consuming. Without tools, we multiply the copy-and-paste, you forget the details… and the same questions come back in a loop.

How Zenivia simplifies the passenger information

Zenivia is a messaging IA designed for conciergeries LCD. It automates the sending of the right information at the right time on the right channel and in the right language.

• Before arrival : an automatic sending of the recap, instructions, access, codes and QR Wi-Fi, with links, Maps and photos.
• During the stay : the responses instant to recurring questions (Wi-Fi, equipment, local recommendations), in the tone of your brand.
• After the stay : thank you message, invoice, request for an opinion.

Everything is centralized (Airbnb, Booking, WhatsApp, e-mail, etc…) in a single dashboard. The AI handles the majority of applications ; complex cases, you are notified for intervention. You keep control : semi-auto, you review/validate before sending. Result : a flow of information is clean, teams tended and travellers better supported.

Conclusion

A passenger information is well thought out, it’s less stress on the arrival, fewer calls during the stay and more reviews 5★. By standardizing your content and automating with Zenivia, you gain speed, coherence and serenity to the scale of a studio as a fleet of 100 units.