English  Español  中文 —  Deutsch  Français  Italiano — 日本語  한국어  русский   Nederlands

The most successful hosts offer guests something special—a sense of human connection. They treat their guests as friends, not simply as clients or customers.

It comes down to three important factors: empathy, delight, and respect.

Empathy

Successful hosts anticipate their guests’ needs while making each one feel included and at ease by facilitating conversation and encouraging participation. They think of their guests as new friends rather than customers.

Lorenzo and Luca, hosts of Cooking in Chianti Hills in Florence, hold their experience in their countryside home outside of Florence. They go and meet their guests at the train station in Florence so they can ride together. They could just instruct the guests which train to take, but after putting themselves in their guests’ shoes, they decided they would appreciate having a local greet them, and help them navigate in a new place.

Delight

When guests walk away from your experience, ideally they’ll feel like it surpassed their expectations. Small thoughtful gestures can go a long way toward helping guests feel like you went the extra mile. Put yourself in their place and imagine what extra details would put a smile on your face.

Happy passengers on an Airbnb sailboat experience in San Francisco Bay

When we set the table, we do not prepare our guests’ chopsticks. At the beginning of eating, when guests are confused, my little daughter brings chopsticks to them. The reason why these chopsticks are special is that they were made by my hand and I ironed their name on them, one with alphabet and another with Korean letters. Guests are surprised and happy when they get these. They keep these and use even when they get back to their home.

— Hogan, host of Korean Home Food Cooking at Home in Seoul

Respect

Great hosts make each guest feel included and welcomed in the group. They understand their guests may come from different places, speak different languages and have different cultural perspectives. They treat all guests with respect.

This is more than a tip, it’s a fundamental framework for how we expect both hosts and guests to behave on our platform.

It’s the golden rule: treat others the way you want to be treated.

I agree to treat everyone in the Airbnb community—regardless of their race, religion, national origin, ethnicity, disability, sex, gender identity, sexual orientation, or age—with respect, and without judgment or bias.

Read more about Airbnb’s Community Commitment here.