Is there a need to customize responses based on the platform? For example, if someone is inquiring about the Wi-Fi before their arrival, I have several options. I can inform them that the Wi-Fi details will be included in the Airbnb information, I can mention that we are emailing it to them (if they booked directly or through VRBO), or I can simply provide the password directly. Should I include this information in the Rezzy FAQ and specify the booking platform in the answer? For instance, if the customer booked on Airbnb, should I respond with specific instructions?
Hi Sarah,
FAQs cannot be configured for specific channels, so there wouldn't be a way to designate individual FAQs depending on which platform your guest booked on. However, you might consider keeping it simple and having the FAQ state that the wi-fi info will be "provided prior to arrival" with a mention of where to find this information based on where they've booked, yes.
I'm sure there are a number of ways you could decide to handle this, but that would be my suggestion.
What I would NOT suggest is having the wi-fi details written out in your FAQ. While you could do this, most hosts would prefer not to offer up sensitive info without making sure that some requirements have been met by the guest first, such as signing your Rental Agreement or having a Security Deposit reserved. For this reason, I would recommend against that.
At the end of the day, it really just depends on what you think will work best for you!
