Airbnb has become a popular choice for travelers looking for a unique and affordable accommodation experience. As an Airbnb Superhost, I find that it’s important to provide exceptional service to ensure that guests have a memorable stay and leave positive reviews. Consider this article a free real estate online course as I give you some tips on how to achieve consistent 5-star ratings and positive reviews on Airbnb.
Create a “Wow Experience” To stand out from other listings, you need to offer something that will make your guests feel special. This can be anything from leaving a welcome basket filled with snacks, a personalized hand-written greeting card, wine bottle, or gift card to a local restaurant. Make sure that the “wow” factor is something unexpected and adds value to your guests. By creating a unique and memorable experience, you will increase the likelihood of receiving positive reviews and repeat bookings.
Allow Penalty Free Check-In & Out Fees
A great way to ensure a positive experience is to waive early check-in and check-out fees. About 30% of my guests request to check-in about 2-hour early or check-out 2-hours later. While some Hosts will charge a fee per hour, I always waive it by using the following message: “We normally charge an Early Check-In Fee, but we can waive it for you. No worries. Feel free to check-in 2 hours early.” Of course, it’s not possible due to the arrival or departure of other guests, then I would indicate that in a message such as: “I’m sorry. Normally we would accommodate your request, but we won’t be able to this time because we have a guest checking out on the same day that you arrive. We apologize for the inconvenience and let us know if you have any other questions.”
Communication Style Effective communication is key to ensuring that your guests have a positive experience. When responding to issues that arise, always use polite language and phrases such as “please” and “thank you.” Respond promptly to messages and be proactive in communicating important information such as sending
a reminder about check-in and check-out times a few days before their arrival.
Consider even sending a message during the middle of guest’s stay such as, “Hi, I’m just checking in to see how you’re enjoying your stay and if you need anything from us.” A thoughtful message like this goes a long way to show you care about their ongoing experience.
Resolve Issues Quickly Even with the best preparation, issues can arise during a guest’s stay. It’s essential to be responsive and to handle any problems quickly and efficiently. Addressing any concerns promptly will
demonstrate to your guests that you care and are willing to go the extra mile to ensure their comfort. If something does go wrong, offer a sincere apology and work to rectify the situation as quickly as possible. Your responsiveness and ability to resolve
issues will minimize the negative impact on your guest’s experience, and they will be more likely to leave positive reviews. If there are times you know you’ll be unavailable to respond to guests, such as while you’re asleep, consider adding a Co-Host in another
time zone when they’re awake as a backup to respond to guests during your absence.
Communicate Important Information Make sure that you provide all necessary information to your guests such as check-in and check-out procedures, Wi-Fi passwords, house rules, and nearby attractions. The good news is, you can automate most of your communication by using Airbnb’s “Scheduled Messages” feature to send reminders and important information to guests at any point before, during, and after their stay. This will help streamline their experience and ensure that they have all the information they need at the just right moment.
Cleanliness and Comfort You don’t need to master property investment courses to know this simple rule: guests love a clean and comfortable space. Maintaining one is essential for providing an exceptional Airbnb experience. Ensure that the space is spotless before your guest’s arrival, and provide fresh linens and towels. I always recommend offering 2 sets of
towels per guest, so if your property can accommodate 8 guests, provide 16 towels. For each bed, offer an extra set of linens so if you have 5 beds, provide 10 sets total. You can store the extra supplies in a linen closet that guests can access, which is
especially helpful to guests who stay longer than a week. Even stocking items such as coffee, tea, cream & sugar, etc. will improve their comfort level.
In summary, achieving consistent 5-star ratings and positive reviews on Airbnb requires effort and attention to detail. By providing a “wow” experience, communicating effectively, resolving issues quickly, and maintaining a clean and comfortable space, you will increase the likelihood of receiving positive reviews and repeat bookings. Remember that happy guests lead to successful hosting on Airbnb.
Link to purchase a copy of Joe Lam’s book “Airbnb Mastery”: