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How to Respond to Social DMs and Comments

Brand Voice: 

  • DMs: Warm, clear, and helpful
  • Comments: Approachable, warm, friendly

EVERGREEN OFFERS

  • $100 Resort Credit if needed to close the sale
  • Referral Program
    • Offer to guests posting and tagging us on socials



What we can do + SOPs

  1. Answer any service-related/location questions

    1. Resources: 
      1. BFT ChatGPT
      2. FAQ (General Inquiries)
        1. We don’t have an updated official FAQ, but these templates will help. 
      3. Villas + WH Quick Look Photos
      4. Bolt Farm Cancellation Policy
      5. SOP - Early Check-in/Late Check-out Requests
        1. Early Check-In & Late Check-Out
      6. SOP - Early Check-in/Late Check-out Requests
      7. Spa Services
      8. 2025 Elevated Experiences Language | Templates
      9. Spa & Wellness Haven FAQ
      10. New Unit Conventions
      11. Internal FAQ: Wellness Haven
      12. Unit Information per Villa
      13. Weather Reference Doc
      14. Master Event Calendar
      15. SOP - Complimentary Yoga Class and Wellness Consultation (Just an FYI on the process) 
      16. Guest Complaints Log

  2. Book any stays (standard and rares)

    1. How to book a stay on Stayntouch (SNT)
      1. Standard stay SOP
      2. Rare stays SOP
      3. Non-Standard Date Requests SOP
        1. How to Check 1-night Stays
      4. Rebooking SOP
        1. Rebooking Program (updated)
    2. Giving General Pricing Per night
    3. How to create and send a quote SOP
      1. SOP: After a quote is confirmed, declined, or expires (required).
    4. FYIs
      1. Stayntouch Rates & Rate Plans
    5. Internal Waitlist - For guests waiting for a specific date and/or villa to open up.

  3. Edit a reservation

    1. SOP - How to cancel reservations in Stayntouch
    2. Adding Add-ons
    3. Adjusting price

  4. Booking a call (new reservations)

    1. How to schedule a call
    2. Link: https://www.boltfarmtreehouse.com/book-a-call 
      1. WHEN TO BOOK A CALL:
        1. Ideally always, but we need to filter out lower intent leads
          1. Wants to book for a special occasion
          2. Big group reservations
        2. NOTE
          1. Always try to mention that you can schedule a call for them if they’d like - some prefer it but just aren’t aware.

  5. Booking a concierge call 

  6. Charity Donation Requests

    1. Charity Donation SOP (With templates)
    2. Charitable stays requests & fulfillment log 

* For Spanish messages, use Google Translate


Who to contact: 

  • New reservations related Qs: @sales/reso team 
  • Admin-related reservation Qs: @yana 
  • On-site Qs: @hosts @will gann (on-site manager)
  • Guest experience-related Qs: @dreamweavers, @guest comms team 


DMs Tips:


Using ChatGPT to respond to both DMs and comments is 100% okay, as long as you’re still making it your own to avoid sounding robotic -  

  • tweak the tone/punctuation marks/emojis a bit so it sounds more human
  • limit emojis in a comment to 2 max just to keep it feeling more natural.



  1. If unsure what post they’re inquiring about, send photos of villas and/or amenities to confirm: 


  1. For the instance below, watch this Loom.



  1. Templates are good to have, but could be overwhelming for the reader when you’re combining a lot of info in a message (see below)


How I’d chunk this message to be clearer and easy to digest:


Great news! We still have a 2-night stay open in our Treehouse for Oct 22-24. Here are the current rates:

-Standard Rate: $948/night, before taxes & fees

- All-inclusive rate: $1479/night before taxes & fees


Our All-inclusive rate includes: 

-a personalized Romance Package 

- All meals for two for the entire stay

- Wellness Haven unlimited passes

- Couples Massage


Happy to secure this for you before it fills up - are you interested in a payment plan?



  1. If a lead have no date in mind yet, direct them to our Last-minute Getaway Page: 
  • This is to encourage them to check out our soonest available dates and fill them up





Comments Tips:

  1. MANYCHATS LOOK OUT

The automation trigger is very sensitive - this comment is obviously not asking for the link, but the automation was triggered because the keyword was mentioned (LOVE). 

  • Moving forward, I will be avoiding commonly used words for evergreen keywords, but please keep an eye out for these in the comments.





  1. Good example of a comment response 



  1. Avoid unnecessary emojis - looks too AI