Best practices for hosting guests and providing excellent customer service

[Jawwad0]

Hosting guests and providing excellent customer service is key to a successful Airbnb experience for both hosts and guests. Here are some best practices for hosting guests:

1. Communicate clearly: Respond promptly to guest inquiries, provide detailed information about your property, and communicate any special instructions or expectations to guests before their arrival.

2. Provide a clean and comfortable space: Make sure your property is clean and well-maintained before guests arrive. Consider providing extra amenities like fresh towels, toiletries, and snacks to make guests feel welcome.

3. Be available to assist guests: Be available to answer any questions or concerns that guests may have during their stay. This could include providing recommendations for local attractions or restaurants, helping guests navigate public transportation, or addressing any issues that arise with the property.

4. Respect guests' privacy: While it's important to be available to assist guests, it's also important to respect their privacy. Make sure guests have the space and privacy they need to enjoy their stay without feeling intruded upon.

5. Address issues promptly: If an issue does arise with the property or the guest experience, be sure to address it promptly and professionally. This could involve offering a refund or discount, providing alternative accommodations, or simply addressing the issue and taking steps to prevent it from happening again in the future.

By following these best practices and focusing on providing a high-quality guest experience, hosts can build a positive reputation and attract more guests to their Airbnb property.

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[Jenny]

Hi @Jawwad0 

Welcome to the Community Center!

Thanks for sharing such an informative post.

Jenny

[Said208]

Hi there fellow hosts,

I've been reading many horror stories the hosts have been experiencing. Thankfully I have not had any of those issues. I have a few recommendations to hopefully help others prevent from having those problems.

The first thing to mention is to turn off the instant booking. Take the time to kindly ask questions and reply kindly to the guest candidates' questions and only authorize when you are satisfied. When you turn down a guest make sure your answer is polite, truthful and convincing. As a for example, the house I provide has 2 large beds that can accommodate two couples, plus 1 bed for one person. So when a request comes in for 5 people I ask the details and I politely tell the inquirer the bedding is not sufficient for 5 friends who are not couples.

Once they book the house, I make sure I'm there to greet my guests in person before turning the house over to them and leave. If they come during off hours, they use the lockbox to access the keys to get in but I make sure I go to the house the next morning and introduce myself.

I've prepared a house manual that the guests can use to get themselves familiar with the house and the surrounding areas.

I greet my guests with sincere big smiles and warmth and when I see that they came into town without doing their homework, I take them into my car and show the many points of interest around town. Sure it may take an hour or two of my time but it establishes an environment that is kind and warm, breaks the ice and loads the guests with responsibility to act in kind.

This approach got me 5-star reviews from the very first guests I had, till present with no exception and I became a super host quickly and stayed that way.

To summarize, select your guests carefully and establish warm, personal contact. Worked for me so far.

Best wishes and good luck to you all.