Two years ago, Spencer K. Bailey listed his cabin in Bear Lake, Utah, on Airbnb, and since then, he says, he’s “gone through the good, the bad, and the downright ugly” of hosting. He recently wrote a popular post in Airbnb’s Community Center filled with insightful hosting tips, including some good advice for dealing with disappointing guest reviews. “I’ve gotten stellar amazing reviews,” Bailey wrote, “and I’ve gotten straight rotten ones.” Here, in his own words, are the ten things he says he wish he knew when he started hosting:
1. ALWAYS Ask For Reviews & Feedback
Here is the exact message I send to every guest after they check-out: “I work very hard for 5-star reviews as they help my business a lot. This property is my small family business and a review goes a long way for us! If you enjoyed your stay and wouldn’t mind, could you please write us a review about your favorite parts of our property? Also, if you had anything go wrong or suggestions on how we could improve, would you please send them to me in this messenger as we welcome your feedback and love to improve.” This magic message has brought me more 5-star reviews than any other property in our area. It also serves as a release for guests to get the negative stuff off their chest before they put it in a review. I’ve phrased it to seem like I genuinely want their feedback, which I do, and have learned some of my most valuable ideas to make my property stand out from this feedback from my guests.
2. Don’t Respond—Instead Start the Conversation
So many hosts try to keep their status by being “quick to respond.” Tell them the information before they ask for it. Be good at communicating everything they will need to know. You will get better at this over time. Remember, 80% of messages you need to send on Airbnb can be pre-written and sent at the opportune moment. Some examples: directions, check-in instructions, how is your stay going?, check-out instructions, and review request.
3. Always Be the Bigger Person
I learned this lesson the hard way. You will have demanding people, you will have rude people, you will host straight horribly demeaning people. They will yell, they will curse you, they will demand refunds for largely unsubstantiated claims and for events that are sometimes out of your control. I once had someone trash my property, he refused to be responsible and was so rude. I let my anger get the better of me and told him what I really thought of him through the messenger. It didn’t make me feel any better, plus Airbnb decided not to award my claim case because of it. Always take a second step back, breathe, then address the situation. It always ends better.
4. Be Quick to Apologize, Then Quickly Go Above and Beyond
I once had a booking where I just couldn’t get it turned around and clean in time. I was two hours late for check-in. Amongst hundreds of bookings, things like this will happen eventually. If I was in my guest’s shoes, I would have been furious. I quickly apologized, got them into my property and situated, and quickly called the local pizza shop (which in Bear Lake is phenomenal). I had them hand deliver some gift card to my guest and told them pizza was on me. What could have turned into a disastrous review became one of my most glowing reviews that has netted me MANY additional bookings!
5. Always Follow-Up With Guests
When someone sends you a request, they are likely looking at multiple other properties similar to yours. They send multiple hosts requests, they get excited about their trip but then they wait to hear back from all the hosts, plus get feedback from those taking the trip with them. If you have approved someone to book, and they haven’t responded in two to three days, reach out with a special offer and knock off 5% off the price. Everyone likes scoring a deal. Help your guests feel like you will make it worth their while to stay with you. This isn’t a hard statistic, but I would guess this tip has netted me at least 15% more bookings.
6. Document everything: before, during, and after
Before: Take pictures in high definition of every square inch of your house. Literally, break your room up into quadrants and classify each quadrant. Specific details you will look back on later, like paint chips, holes, and wear and tear, will give you a baseline to compare damage to. Additionally, create a spreadsheet and list every item in your home, including where you got it from, a link for a replacement, and a picture of the receipt if you have it. Categorize items by room.
After: I have created something I call my “100 Point Checklist.” I have well over 100 items to check throughout my property after my guest leaves. Some of the key things on my list: count the towels, check each wall for holes/nicks, check the HDMI inputs on the TV, document any new scratches in the wood floor, check each comforter for stains, check couches for stains/things that got underneath, check all windows, check the carpet by room for stains, and many, many more. This allows you to truly document the wear and tear on your property versus the damage and plan accordingly to address each.
7. Automate Your Property
While some hosts enjoy the thrill of spending time with their guests, I have found 95% of guests do not want/require the interaction. In these cases, I have automated my check-in process. This also helps me as I now have multiple properties (multiple forms of income), and it’s difficult to be in multiple places at once. Key things to automate: heater/AC and the front door. Everything else is extra, and not really needed. My favorite smart home integration is through Vera Controllers, which connects Nest Thermostats and the Kwikset 916 front-door lock into the system. I love the Kwikset 916—it has a touchpad so you can change the code to the last 4 digits of the guest’s phone number and let them remotely access the property while still maintaining security.
8. Forge Local Partnerships
Areas are dubbed “communities” for a reason. It denotes the ability to help each other out. Take time to create a recommended list of “things to do” or “my favorites to visit,” then go to the people on that list and let them know what you are doing, that you will have guests you’d like to send to them. Ask for exclusive discounts or partnerships. Not only can this turn into a second form of income from the referrals, it makes your guest feel special and well taken care of!
9. Take a Trip Yourself
Get out and go somewhere. Book someone else’s Airbnb, take note of their style, and how they do things. Pay attention to what it feels like to be a guest. Nothing is better for putting yourself in your guests’ shoes than by being one yourself.
10. Be Grateful
It is easy to get caught up in the hustle and bustle, it is easy to get frustrated with bad guests, and it is easy to get overwhelmed by all the things to do with your property and life. Take a second, step back, and find some gratitude for the opportunity to rub shoulders with diverse people in your life. Take a second to find gratitude for the extra income your property provides. Take a second and be grateful for the things that make your life great! It will really help you enjoy the journey, and love what you do!
If you want to get more ideas or share a few of your own, join the conversation in the Community Center.