--- title: Is Bad Guest Communication Hurting Your 5-Star Reviews? - with Kory Himmer + Alex Steeg description: Alex Steeg and Kory Himmer of SmartStay Coaching dive into the game-changing power of proactive communication in short-term rental hosting. image: https://str.legal/hubfs/unnamed.png.avif --- [Skip to main content](https://str.legal/smartstay-show/kory-himmer-alex-steeg#main) [![FullLogo_Transparent_NoBuffer-2](https://str.legal/hs-fs/hubfs/FullLogo_Transparent_NoBuffer-2.png?width=300&height=82&name=FullLogo_Transparent_NoBuffer-2.png) ![FullLogo_Transparent_NoBuffer-2](https://str.legal/hs-fs/hubfs/FullLogo_Transparent_NoBuffer-2.png?width=300&height=82&name=FullLogo_Transparent_NoBuffer-2.png) ![FullLogo_Transparent_NoBuffer-2](https://str.legal/hs-fs/hubfs/FullLogo_Transparent_NoBuffer-2.png?width=300&height=82&name=FullLogo_Transparent_NoBuffer-2.png) ![FullLogo_Transparent_NoBuffer-2](https://str.legal/hs-fs/hubfs/FullLogo_Transparent_NoBuffer-2.png?width=300&height=82&name=FullLogo_Transparent_NoBuffer-2.png)](https://str.legal) - [Podcast](https://str.legal/smartstay-show) - [Contact Us](https://str.legal/contact) Open main navigation Close main navigation - [Podcast](https://str.legal/smartstay-show) - [Contact Us](https://str.legal/contact) - Search - [Get Started](https://str.legal/get-started) [Get Started](https://str.legal/get-started) Search [SmartStay Show](https://str.legal/smartstay-show) # Is Bad Guest Communication Hurting Your 5-Star Reviews? - with Kory Himmer + Alex Steeg ![Rory Gill](https://app.hubspot.com/settings/avatar/52a7403c0c5152799543ceb531cdb16d) Jan 28, 2025 7:00:00 AM Ever wonder why some hosts seem to always get glowing reviews while others struggle? In this episode of the Smart Stay Show, I’m joined by my business partners Alex Steeg and Kory Himmer to dive into the game-changing power of proactive communication in short-term rental hosting. We break down how setting clear expectations upfront can prevent negative reviews and enhance guest satisfaction. From booking confirmations to review requests, we share a 5-step strategy to keep your guests informed and your business running smoothly. Plus, we discuss the latest tech tools to streamline communication and make your life easier. If you’re ready to take your hosting to the next level, this episode is a must-listen! Things we discussed in this episode: - The importance of setting clear guest expectations to avoid conflicts and negative reviews. - Cory's 5-part proactive communication strategy, including booking confirmations, pre-check-in instructions, post-check-in check-ins, pre-checkout instructions, and review requests. - The challenges of guests not reading provided materials and the need for patience and understanding. - The value of having physical copies of property instructions in addition to digital guides. - The use of automated messaging systems and AI-powered responses to streamline communication. - The significance of a host's response rate in indicating their overall communication abilities. - The benefits of having friends or family test the property to identify potential quirks and questions. - The importance of being proactive in setting expectations and having detailed instructions. - The need for hosts to stay updated on new technologies and trends in guest communication. - The overall emphasis on providing an exceptional guest experience through effective communication. Get in touch with Kory: - Facebook - [ ![](https://www.gstatic.com/youtube/img/watch/social_media/facebook_1x.png) / kory.himmer  ](https://www.youtube.com/redirect?event=video_description&redir_token=QUFFLUhqazVhREF3U05zY1FlQ1Rua0J1YVNKNlpFaTR5QXxBQ3Jtc0tscmplbFZ2MEtWWEhWS0EtMWx1QXZadU5IbEdHUExYQldIZVlmWFNuLVpuTnd2RWNQVkgyV3BnUGZrUVFlSzBEUFdrSkV6R2RJekk4dXo1bnJJNjE3ZmVzcDJ1dVQwYnVpUk53ZFltd2hIaGZWaVI2OA&q=https%3A%2F%2Fwww.facebook.com%2Fkory.himmer&v=oFZe3IabV8E) - Instagram - [ ![](https://www.gstatic.com/youtube/img/watch/social_media/instagram_1x.png) / 603bnb  ](https://www.youtube.com/redirect?event=video_description&redir_token=QUFFLUhqbnZMQ2g3eDdjenRMeHNsMW5mTzcxT203WVVoUXxBQ3Jtc0ttZm1oazFsODkyNmdRenFyZUJhTW1xX3Y1ZGV1X2VEZkdVNUVHOXpoN2pkVDhETEVQTTRIUFRPYkRCS0Njb3NDekw5YWs5a3ktRnQtOXVJSFVEVDhNYmtJVkdlOVE4enhzSGRNZWxvRmhON3dtWTRjSQ&q=https%3A%2F%2Fwww.instagram.com%2F603bnb%2F&v=oFZe3IabV8E) - Website - [https://603bnb.com/](https://www.youtube.com/redirect?event=video_description&redir_token=QUFFLUhqbUlNbExEN3F2YnJCYlcxa3UzUFl2MnJhSHYtUXxBQ3Jtc0trMmY2QmdZM0tvWEZjb3liNHZDb2JNSFZheHRuNGtqQ1QxeENhTmVMTVhqeHdFT1hHXzRWV2FLMmhDSVVWM1VhOWhRc3JfZWpTRHRJeFQ0QXJ5WjVpWDlFaWp2cjNfOFZDLWNUWV9jaEUtLTZKeU92NA&q=https%3A%2F%2F603bnb.com%2F&v=oFZe3IabV8E) / [https://www.smartstaycoaching.com/](https://www.youtube.com/redirect?event=video_description&redir_token=QUFFLUhqbWRWbFlDdTlZMGtCSjB1dmpCLUZoNDBPUUc3d3xBQ3Jtc0tsX0pVTjRINEpwbmo4V2pieDdPeTNFWFo5UEY4bFdWdmFzM2EwM3lRaTNqMUJvaHJlOFVuLXJSamRXZ1RfQWRRRjNOal9GRklCNjZUYTJZbzd2Ty1qSUR5N1Rucno3T3B5TWNYZXZrbExGUUJMc2RSZw&q=https%3A%2F%2Fwww.smartstaycoaching.com%2F&v=oFZe3IabV8E) Get in touch with Alex: - Facebook - [ ![](https://www.gstatic.com/youtube/img/watch/social_media/facebook_1x.png) / alex.steeg86  ](https://www.youtube.com/redirect?event=video_description&redir_token=QUFFLUhqbXhKOUpTaWdiNURtM284VElWU2JuckV6VVMwd3xBQ3Jtc0tuVGwtSHlGTTRPc1VuSVRoNi1FYVV4WE1QZDYtRVludVk5WWNEbElPS01JN3ZFOEZSa1JsVGhHZTdvYVFrc2hFNU9XaVp5dHNLaWMtVi0xZTVMOGZ6WmNBX2lVbXQ4Rzk2cE80eHFwMGNPdEt6VzBiNA&q=https%3A%2F%2Fwww.facebook.com%2Falex.steeg86&v=oFZe3IabV8E) - Instagram - [ ![](https://www.gstatic.com/youtube/img/watch/social_media/instagram_1x.png) / alexsteeg  ](https://www.youtube.com/redirect?event=video_description&redir_token=QUFFLUhqazc5UW1BM0Nyal9Dd2lIZjJXdTZ3T1ZhU0FaZ3xBQ3Jtc0trbWpXOUZyb0FRM2V6UTZvdkZvMlY2a2lyaEJ4aVJ0ZHBtTlN0NXNVTXVSaGdraFZONUtfejg4TTBxV3VnNWNwcmNvZ1J1UkJVbXRZS0RWbk9tR081Y3BkTHpMbjd5TDFQaS04RzRiQlVfZWI0b1k5NA&q=https%3A%2F%2Fwww.instagram.com%2Falexsteeg%2F&v=oFZe3IabV8E) - Website - [https://www.shorewaymgmt.com/](https://www.youtube.com/redirect?event=video_description&redir_token=QUFFLUhqbGlpbko0djI0ckdUYUY2NG1BaENDNHJjSGpyZ3xBQ3Jtc0treWFnY3IxRjNreTRzS1BxX0d2cWZCOXlNOEtOd0ZoR0loNjE4dXBXMXk1di1ITlVkR0tXMzM1ckpzeWRjY3VaVDVTcmNOSTk5YmQ0WTVkT3p1c1hoTWRISzVvWDEya0s5SUR1LXBKTl93THllM2Rqaw&q=https%3A%2F%2Fwww.shorewaymgmt.com%2F&v=oFZe3IabV8E) / [https://www.smartstaycoaching.com/](https://www.youtube.com/redirect?event=video_description&redir_token=QUFFLUhqbFEyOFg3Y2JUZmdYS09GUFh2c2ptYjVWMi04Z3xBQ3Jtc0tsQWxHSml5T0tXcW5RMEVNaFg1ZDNSY1ZJS0N3bTBXQlZLNC05Vnh3UU5CN0JCVzFoWWt6X1lXbnI3bkZQWXlJOGVwQXRqdy05Z3pKZnI0eWU0M2ZuMmVlaUV2T0M3QUNYcTNDQnB6dEhVdUJhamkxVQ&q=https%3A%2F%2Fwww.smartstaycoaching.com%2F&v=oFZe3IabV8E) ➢ Subscribe: [  ![](https://www.gstatic.com/youtube/img/watch/yt_favicon_ringo2.png) / @smartstayshow  ](https://www.youtube.com/channel/UC9hSZeHoPAwF2bcEib0RCvg) - [0:00:00](https://www.youtube.com/watch?v=oFZe3IabV8E&t=0s) The Secret Weapon in Short-Term Rental Hosting - [0:00:15](https://www.youtube.com/watch?v=oFZe3IabV8E&t=15s) Introducing the Smart Stay Coaching Team - [0:02:12](https://www.youtube.com/watch?v=oFZe3IabV8E&t=132s) The Importance of Guest Communication - [0:04:13](https://www.youtube.com/watch?v=oFZe3IabV8E&t=253s) Setting Clear Expectations for Guests - [0:09:01](https://www.youtube.com/watch?v=oFZe3IabV8E&t=541s) The Relevance of Physical Guidebooks - [0:12:00](https://www.youtube.com/watch?v=oFZe3IabV8E&t=720s) Common Guest Questions and Frustrations - [0:14:43](https://www.youtube.com/watch?v=oFZe3IabV8E&t=883s) Proactive vs. Reactive Communication Strategies - [0:19:19](https://www.youtube.com/watch?v=oFZe3IabV8E&t=1159s) Similarities in Communication Approaches - [0:24:29](https://www.youtube.com/watch?v=oFZe3IabV8E&t=1469s) Identifying Bad Hosting Practices - [0:31:32](https://www.youtube.com/watch?v=oFZe3IabV8E&t=1892s) Handling Non-Responsive Guests - [0:33:17](https://www.youtube.com/watch?v=oFZe3IabV8E&t=1997s) Advice for Newer Hosts on Improving Communication **Tags:** ### Related Articles ### Comments ![SmartStay Coaching (transparent background).png-3](https://str.legal/hubfs/SmartStay%20Coaching%20(transparent%20background).png-3.avif) ### Short-Term Rental Counsel + Coaching Welcome to the SmartStay Show, where profit meets strategy for short-term rental hosts. Hosted by STR.Legal Attorney Rory Gill and 30-time Airbnb Superhost Jason Muth, this podcast is your go-to resource for mastering the world of vacation rentals on platforms like Airbnb and Vrbo. Each episode is packed with actionable tips and real-life strategies designed to help you maximize your income while safeguarding your property. Whether you're just starting out or looking to enhance your existing listings, the SmartStay Show covers everything from pricing optimization and guest communication to legal compliance and automation tools. With expert advice from seasoned hosts and industry insiders, we provide the playbook for turning your rental into a top-performing asset. What sets us apart is our focus on owners of small but mighty portfolios. You don’t need to own dozens of properties to succeed — we specifically cater to hosts who self-manage and want to get the most out of their vacation rentals.   ###### Categories ###### Recent Posts [![FullLogo_Transparent_NoBuffer](https://str.legal/hs-fs/hubfs/FullLogo_Transparent_NoBuffer.png?width=250&height=142&name=FullLogo_Transparent_NoBuffer.png)](https://str.legal) 40R Merrimac Street, Suite 201 East Newburyport, MA 01950   [978-351-9050](tel:9783519050)   ©2026 STR Legal PC. All rights reserved. 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