When we first started growing our Airbnb portfolio, we took pride in offering our guests memorable stays and one-of-a-kind concierge services. What that often looked like was going above-and-beyond on providing amenities such as welcome baskets, a well-stocked supply of snacks, and local beer.
But do guests actually talk about that fluffy stuff when it comes to positive reviews?
No mentions of fancy snacks to be found here. We quickly learned that when it comes down to it, guests really care most about well-executed basics, like...
The way you talk to your guest nearly defines their experience as much as the stay itself. To set a positive impression, respond to questions and requests fast and frequently. Guests will feel better knowing their host is available as a resource. And remember—you'll get brownie points from Airbnb's algorithm for being an active host.
With multiple units and guests to handle, it would take an insane amount of time for hosts to respond to every single inquiry one-by-one. There are various property management systems you can use to craft and deliver custom automated messages.
Convenience can manifest in a lot of different ways.
You can provide guests with convenient access to your Airbnb by using smart locks for keyless entry.
You can write a location-based guest book that makes it convenient to learn the neighborhood amenities and explore the city like a local.
You can make home amenities more convenient by adding labels to things that might need further instructions, like coffee machines, thermostats, or TV remotes.
Although guests might be choosing an Airbnb to get away from the stale hotel experience, they'll still expect the same level of hospitality and ease. Invest in strategies that will make your guest's stay simple.
Cleanliness is next to godliness. No one wants to stay in someone else's filth.
Once you start hosting multiple properties, you need to have a way to keep track of same-day turnovers and prevent missed cleanings. Whether you handle cleaning yourself or outsource to a cleaning team, there are many different options for organizing your cleaning schedule, from an old-school Excel sheet to cleaning management software.
Get all these processes perfected and the ⭐⭐⭐⭐⭐ reviews will start rolling in. Then, if you're really smart, you'll find a way to automate them.
You don't have to exhaust yourself in order to make guests happy. It's all about paying attention to your guest market, figuring out what they want, and using that knowledge to create an experience that will keep them coming back for more.