Ten at night, nine emails, one diary
Breakfast was at eight, the rooms were done by one, the shopping was done by three, and two lots of guests arrived at five and seven. Now it is ten, you are at the kitchen table, and there are nine emails. 'Do you have a double for the 14th and 15th?' 'Is the twin free next weekend, and do you allow dogs?' 'We stayed last year, any chance of the same room in August?'
For each one, you open the diary or the booking system, check the dates, work out the price for that season and the number of nights, and write a reply. Some of them have already booked elsewhere by the time you answer. Others reply with another question, and the conversation runs for three days.
You know that answering quickly wins bookings. You just do not have a quick moment in the day.
Why this lands on you every night
In a small B&B there is no reservations team. Every guest-facing job lands on the owner, and email is the one that can be put off until later, so it always is.
- Every email needs the diary checked, even when the answer is 'sorry, full'.
- Prices change with the season, the room and the number of nights, and there are single occupancy and minimum stay rules.
- Guests ask several questions in one email: dogs, parking, check-in time, breakfast.
- Many enquirers email several B&Bs at once and book whoever answers first.
- Your booking system, if you have one, may have a booking button, but people still email.
What it is costing you
Evenings, mostly. The hour or two after the last guest arrives is the only time you have to yourself, and email eats it. Bookings too: people who wanted to stay with you, and would have paid you directly without a commission, go to the place that replied first, or to Booking.com.
It also costs accuracy. When you are tired, it is easy to quote last season's price, say yes to dates you have already let, or forget to mention the minimum stay at weekends. Those mistakes turn into awkward emails later.
How we build a reply helper for your inbox
- The helper reads new emails arriving in your B&B inbox, whether that is Gmail, Outlook or another provider.
- It picks out the enquiries and works out what is being asked: dates, room type, number of guests, dogs, and any other questions.
- It checks your availability in your booking system, such as Freetobook, eviivo or Little Hotelier, or in a shared calendar if that is what you use.
- It works out the price from your own price list, including seasons, single occupancy and minimum stay rules.
- It drafts a reply in your own words, from examples of emails you have written, with the answer to each question and a link to book or pay a deposit.
- You read the draft on your phone, change anything you want, and send it. Nothing goes out without you.
| Draft the helper prepares | |
|---|---|
| Double for the 14th and 15th? | Yes, the garden room is free, price for two nights, link to book |
| Twin next weekend, dogs allowed? | Twin is free Saturday only, weekend minimum stay, dog policy |
| Same room as last year, August? | Room 2 is free for three of the four nights, alternatives offered |
| Full dates | A kind no, with the nearest free dates |
Common questions such as parking, check-in time and breakfast hours are answered from a short list of facts you give us once.
An evening with drafts waiting
At ten, you open your phone. Nine drafts are waiting. You read each one, add a line to the returning guest about how nice it will be to see them again, and send them all in a few minutes. Two people book before you go to bed.
During the day, if you have a spare minute between rooms, you can send drafts then too, because they are ready. Replies go out sooner, and most of the checking and arithmetic is done for you.
Is this your evening?
- You answer availability emails late at night after everything else is done.
- Each reply means checking the diary and working out a price.
- People sometimes book elsewhere before you reply.
- You have quoted the wrong price or dates when tired.
- Guests email with several questions that you answer again and again.