Every message a guest sends to your property is an opportunity — to win a booking, to build confidence before arrival, to solve a problem before it becomes a complaint. How those messages are handled defines your reputation as much as the property itself.
The platforms know this. Airbnb and Booking.com both track your response rate and response time and factor them directly into your search ranking and your eligibility for top-tier status. A host with a slow response rate is penalised in search results. A host with a high response rate is rewarded with visibility.
Beyond the algorithm, there is the guest. A guest who sends an enquiry and waits several hours for a reply has already moved on to the next property. A guest who is mid-stay with a problem and cannot reach anyone quickly has a bad experience and writes about it. A guest who is worried about an arrival detail and sends a message at 11pm needs an answer — not a note saying the host will get back to them in the morning.
Guest communications management covers every written interaction with a guest across the full booking journey — from the initial enquiry before the booking is made, through the pre-arrival period, during the stay, and in the post-departure window when reviews are being considered and written.
Done well, it is invisible to the guest. They simply experience a responsive, helpful, professional service at every touchpoint. Done poorly, every gap and delay is noticed — and written about.
NOMAS manages every guest interaction across the full booking journey — from the first enquiry to the post-departure follow-up. Every message is answered. Every touchpoint is handled with the tone and professionalism that reflects the NOMAS standard.
We respond to every guest enquiry promptly, with accurate information about the property and a tone that reflects the character of NOMAS. The guest’s first impression of your property is shaped by how their first message is handled. We make sure that impression is the right one.
In the days before a guest arrives, we provide them with everything they need — arrival details, check-in instructions, property information, and local recommendations. Every question is answered before it is asked. The guest arrives informed and confident.
During the guest’s stay, we are the point of contact for any question, need, or issue that arises. Whether it is a question about the WiFi password or a problem that requires a maintenance visit, we handle it. The guest is never left without support — and you are never the one who has to deal with it.
After the guest checks out, we follow up to thank them for their stay and encourage them to share their experience. The tone and timing of post-stay communication directly influences review rates and the quality of the feedback left. We manage this process for every guest.
You stop monitoring your phone for messages at all hours. You stop losing bookings because a reply came too late. You stop missing the message that, if answered quickly, would have prevented a complaint.
Every guest interaction is handled professionally, consistently, and on time. Your response metrics stay where they need to be. Your guests feel looked after from the first message to the last.
“Every message a guest sends is an opportunity. The question is whether someone is there to take it.”
NOMAS is based in Corfu and operates across the Greek islands. We understand the specific character of the island short-term rental market — the seasonal peaks, the guest expectations, and the competitive landscape of Airbnb and Booking.com in one of Europe’s most sought-after destinations.
Whether your property is a one-bedroom apartment in Corfu Old Town, a villa in the Cyclades, or a seafront house on any Greek island, we manage your reservations with the same standard of care and response.
Tell us about your property. We will take every guest message from there — and you will never need to wonder whether it was answered.