One of the most common questions we receive at our vacation rental seminars is about responding to inquiries: Should you call or email? In this age of technology where everything seems to have gone electronic, many owners assume that email is the best form of communication with renters. Perhaps it is for some owners (and for some renters), but we happen to think calling is a pretty good idea too.

A phone call can allow you to:

• Screen your guests. Chances are you can learn a lot more about a traveler over the phone than over email. With all the scammers out there, it's best to speak to each and every one of your guests over the phone before accepting a booking. Just keep the conversation light and ask some basic questions to get to know them a bit and make sure they're a good fit for your home.

• Build a relationship. A phone conversation not only gives you the opportunity to get to know your renters, but it gives them the chance to get to know you as an owner. Use this conversation to share your wealth of knowledge about the area and convey your professionalism in a way that isn't always obvious via email.

• Show your responsiveness. If a prospective guest sees how quick you are to return their inquiry with a phone call, they're likely to assume that you'll be just as responsive if they were to have any problems during their stay. Building that confidence could make the difference between an inquiry and a booking.

• Answer questions more directly. Sometimes when a renter sends an inquiry with a handful of questions about your home or area, it's best to just give them a call rather than typing up a bunch of responses. Sure, you can pop an email out in a couple minutes and answer the basic “how much is it” and “are you available” questions, but is that really the best way to communicate all that your home has to offer? Plus, speaking with the guest over the phone can help ensure that you're not misinterpreting the questions and you're giving them the answers they're looking for.

• Speed up the process (sometimes). Speaking to the guest over the phone might give you a better inkling as to just how serious they are about the booking. And let's face it, you might be at your computer A LOT, but you're probably not there every second of the day. A phone conversation might speed up the process instead of waiting for a slew of back-and-forth emails. Just be warned: there are some renters that like to chit chat and ask a lot of questions. So when you make that phone call, proceed with caution!

Many owners are concerned with the intrusiveness of a phone call. But if the prospective renter included their phone number on the inquiry, is it really intrusive? Our rationale is that a phone number on the inquiry is inviting a phone call. If they didn't want to speak to you over the phone, they probably wouldn't have given you that phone number, right?

Some owners choose to respond to inquiries via email and save the phone conversation for when the traveler is ready to book. That's fine too, but it's important to keep in mind the benefits of picking up the phone and calling your prospective guests right away. In the end, you should respond to inquiries in a way that's most convenient for you.

For a downloadable version of the Inquiry Checklist with Sample Responses that you can save, edit and check off yourself, simply follow these instructions. Submit your request for a downloadable version by clicking the button below. Enter a valid email address.  (NOTE: Your email address will not be given, sold or lent to any third party.) You will receive an email with a link to the printable version of the Responding to Inquiries Checklist with Sample Responses.

How do you choose whether to respond to inquiries by phone or email? "If the prospective renter fits (or almost fits) our profile, I always pick up the phone and call. I want to be the first to reach them. Most of the time I can tell if they are not a prospect and then I send an email thanking them for their interest but also telling them why we cannot rent to them. Those that pick up the phone and call us instead of emailing us to begin with are the best propects of all." -Sandy, Bryson City, NC (HomeAway #133735, VRBO #3362) "If a prospective vacation renter includes a telephone number, I always call. First I check the area code out as I am living in the St.Louis area . . . and I don't want to call anyone at 1100 p.m. at night....so be careful of time zone differences. Otherwise, I think it is a very good idea to call and chit chat for a few moments. People have remarked to me that they felt better after speaking to me as this was their first time booking a vacation rental online. They wanted to be sure a real person was on the other side of the screen." -Miriam, Daytona Beach, FL (VacationRentals.com)  "If they list a number, I always call back! I know thats what I would want." -Cheryl, Maggie Valley, NC (VRBO #131294) "I usually respond by email - FAST - within hours of receipt. I find that it easier for me, especially if I am away from home/at work, yet still gives me a very fast turnaround. In the first paragraph, I express thanks for the inquiry and indicate availability for the requested date or propose an alternative date (or my other listing). I also respond to specific questions in that opening paragraph. I also inquire if this is their first trip to the area and other questions to help me with screening. Then, I always include a standard paragraph or two (pre-written cut and paste) with details on our property (no smoking etc., recent improvements, amenities etc.) and immediate location (beaches, shops etc.). I sign-off with my name, phone contact info and the listing URL. I often get a thank you for the speedy reply and level of details provided. If I don't hear anything back, I make a follow-up call or email within 48 hours. If the inquiry is unsuitable - too many people, want to bring pets, need to park a large boat in the yard - I respond just as quickly and courteously, but indicate that our home is not the right rental for them. Exceptions - If it is getting close to the booking date (within 6 weeks or so), OR if I have any suspicions about the guest based on the inquiry contents or a reverse phone look-up, I make the phone call first." - Michelle, Surf City, NJ (HomeAway #167427, VRBO #189939) "Although I have rented out homes in the UK for years I am new to the short term villa rental in the US. I find that what may be an innocent comment on an email can easily offend your propective renter. In the UK we may speak the same language but sometimes the interpretation may be completely different. So my intial contact is by email but then I make a follow up call. My gut feeling tells me whether they are serious or not, however, it does help having an english accent!!!" - David D., Emerald Island, FL (VRBO #211354)

Seal More Bookings with Your Vacation Rental Inquiry Responses Learn when to say yes, when to say no, and when to just pick up the phone!   When Do Your Renters Form Their First Impressions?  Part 1 Hint: It's not when they first arrive at your home.   Why You Should Set Up an Auto-Reply to Respond to Inquiries Using an auto-responder to inquiries assures potential renters of your vacation rental home that you got their inquiry and will get back to them shortly.   How to Screen Your Vacation Rental Guests What questions should you ask potential guests before accepting their booking?

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