Do Guests Prefer Hotel Style Service or Home Style Comfort?

[Saba222]

Hello everyone

As hosts we all try to find the right balance between offering professional hotel style services and creating a warm home like atmosphere.

I’m curious to know your experiences

Do guests appreciate daily cleaning, room service, and concierge-like support more?

Or do they value the cozy, personalised touches that make them feel at home?

Have you found success combining both approaches?

Looking forward to hearing your stories and learning what has worked best for you.

Thanks

Saba

[Guy991]

Hello @Saba222 ,

For me, Airbnb sits somewhere on a scale between an impersonal hotel and a very personal home. It is the host who decides where they want to be on that scale, from automated self check-in and minimal interaction to waiting for guests with a smile and flowers and always being ready to offer recommendations.

Everything can work. There is no right or wrong and there is no single correct balance.

In my opinion, the key is to define your own balance and hosting style, communicate it clearly in your listing not only through the words but also through the subtext and the feel of the description, carry it through the stay, and make sure the guests you accept are a good fit for it. Their expectations should meet your style. Turning off Instant Booking and vetting guests helps to achieve that.

[Elisa]

Hi @Guy991 😊, 

That’s nice to read from you.

Has it ever happened that you offered flowers to your guests?

[Guy991]

Hello @Elisa ,

Yes!

Sometimes we pick them in our garden and sometimes I buy them at the local shop, also supporting the small flower shop in our village.

This is a special treat for honeymooners and for guests who check in on Valentine’s Day:

https://community.withairbnb.com/t5/Host-circle/Valentine-s-Check-In/m-p/2059093

[Elisa]

Hi @Guy991 😊, 

That’s so sweet.

Thank you for sharing! I remember your Valentine’s Day post.

Are you planning to do the same next year?

[Donna1739]

Hello there @Guy991 

Can I ask you a few questions. I have a cabin on my property that I am thinking of making an Airbnb. I am trying to do some research on what I would need  to do should I choose that route. How does one go about vetting your guest? If you want a more hands off approach how can you do it without a key. I know some people use key boxes but what I to stop someone from making a copy of the key. I have so many questions I think I need a video. lol.  I remember going on a trip with my friend I forgot which trip it was on but we had to put a code in to get in the door and the code was one of our phone numbers. But I forgot what kind of lock it was. I have been to Airbnbs but to run one of my own sounds a bit scary. I see you posted back in February and may not even respond but I hope you do. Thanking you in advance.

Donna

[Guy991]

Hello @Donna1739 ,

You are asking important questions, and I am sure there will be more as you continue your hosting journey.

I would start with the basic ones about legal requirements, whether short-term rentals are allowed, fire safety, and accounting, before thinking about which type of lock to use.

There is an amazing host here who helps several hosts by answering their questions, and I think you should definitely reach out to her for advice @Joan2709 

You can also search the community for specific topics using keywords. There is a lot of information about locks.

Some hosts use instant booking. I do not. I prefer to make sure my guests understand what my property is about, as many barely look at the pictures not to mention reading the listing description. Airbnb has become biased toward guests, and they often take advantage of that, so for me, vetting is the only way to maintain a high ranking on the platform. For example, making sure that the region they are looking for is actually my region.

[Joan2709]

@Guy991 

Excellent advice! Agree with you 100%.

@Donna1739 , lots of great advice here from other Hosts.

Do Your Homework!

As @Guy991 mentions, no sense doing anything until you check your local and state requirements for short term rentals. Otherwise, you might find out that you spend thousands of dollars getting a property ready to list on Airbnb only to discover there are licensing requirements you haven't met and even out right bans on short term rentals in your local area. You need to fully understand what taxes apply at the state and local level (sales tax, occupancy taxes, etc.) and if Airbnb will collect those, or you will have to collect and remit them manually. You should also research what a short term rental property could possibly earn in your area and what the competition is doing. You can use AirDNA or Rabbu to help you with that. Why not look at what other similar properties are earning in your area? Do a search for similar properties on Airbnb and those on the first few pages of search results Are they a Guest Favorite with lots of 5-star reviews and full calendars?  

No to Instant Book

I agree with @Guy991  - I no longer suggest Instant Book to my clients based on the current Airbnb policies. 

Guests Don't Read!

No matter how diligent you are about your listing, guests simply don't read. Be sure to ask lots of questions and provide information to prevent a guest from blaming you for things they should have known by simply reading the listing description or viewing the photos. Prevention is the name of the game these days.

Get Advice

I suggest using an experienced Co Host or a Short Term Rental Consultant (there are a few of us out there 😉) at least initially to assist you in creating your listing and getting it off to a good start. This is definitely NOT passive income - it is work and there is a steep learning curve. That said, if you do your homework and get expert advice to avoid common mistakes new Hosts make, then it can be a very good business opportunity.

[John9102]

My take: guests want “home-style comfort” with “hotel-style reliability.”

Looking back at our reviews, the standouts are the comfort and home-like feel of the stay, cozy living spaces, a well-stocked kitchen, and thoughtful touches. What brings people back (and sends referrals) are the hotel-grade basics done consistently: spotless cleaning, clear communication, simple self check-in, quality linens, and quick issue resolution.

What’s worked well for us

• Comfort cues (home-style): comfy seating, layered bedding, blackout options, extra pillows/blankets, a popcorn/snack setup, and local touches so it feels personal, not generic.

• Reliability cues (hotel-style): professional cleaning standards, labeled switches/amenities, a streamlined digital guidebook, responsive messaging, and no-surprises check-in/out.

• Stock like you mean it: coffee/tea station, basic oils/spices, paper goods, and backup toiletries (small cost, big perceived value).

• Design for use (not just looks): durable finishes, easy-to-wipe surfaces, and clear spots for luggage, shoes, and groceries.

• Proactive maintenance: quick fixes and routine checks so comfort isn’t undercut by a drip or a wobble.

Bottom line: Guests don’t want a hotel in a house, they want a home that runs like a hotel. When comfort meets consistency, you earn five-star reviews and repeat stays.

[Elisa]

Hi @John9102 😊, 

Your answer is so detailed, how long have you been hosting so far?

I can tell you have a lot of experience.

[Tara0]

@John9102 Great answer!

[Paris183]

When it comes to BBQ and outdoor furniture, if your property is mid-high end, please don't cheap out on these elements; guests will notice because in a sunny california, they spent majority of the time outdoor. Lastly, don't cheap out on mattresses and bed; nothing beats a good sleep with blackout curtains and regulated temperature.  Lastly, if you have a big house, please do a deep cleaning every 6 months. Those areas that don't get cleaned by your regular cleaning staff will accumulate dust and guests can smell them when they enter the house.  

[Tara0]

@Saba222 I'm a host but I also use Airbnb as a guest. I do so because I prefer to stay in a 'home' when I travel. I like the feeling of (fake) belonging. It's also the case that a hotel for the same price as an Airbnb is going to be a disappointing sort of hotel. 

Even if I could afford an amazing hotel, I hate the frequent intrusions by maids wanting to make up the room. And I'd rather do my own washing in a machine, I'd rather make my own breakfast, etc. 

As a host, I've aimed to make my listing feel like a nice, cozy home, and it seems to work. I do offer a some extras such as a mid-stay cleans and linen changes for longer-stay guests (I get quite a few extended stays, professors visiting Oxford for research for 2 or 3 months). Obviously, anything which needs fixing gets fixed during a stay. 

[Elisa]

Hi @Tara0 😊,

That’s so interesting.

When you’re a guest do you prefer to have an entire house, or is a bedroom in a shared house fine with you?

[Oksana127]

Hi @Saba222 

Ah, the eternal host dilemma: are we running a 5-star hotel or a cozy home away from home?

From my experience, guests are like Goldilocks: some want everything spotless, polished, and delivered to their door (room service, daily cleaning, concierge magic ✨), while others just want to curl up on a sofa with a soft blanket, a cup of tea, and a “this feels like mine” vibe.

The trick? A little bit of both — like adding chocolate chips to oatmeal cookies. You can offer professional touches behind the scenes (spotless sheets, clean bathrooms, fast Wi-Fi) but keep the front-facing experience warm and personal (handwritten welcome notes, local tips, small treats, cozy décor). Guests notice the difference and often leave 5-star reviews for those “extra touches” that feel thoughtful rather than mechanical.

Sometimes, though, it’s a balancing act: too much hotel, and your place feels sterile; too much home, and you get “Hmm… no room service? 😅”

Personally, I like to think of myself as a friendly hotel manager who wears fuzzy slippers — professional, but approachable, with a few personal quirks thrown in.

What about you all — do you lean more “hotel polish” or “homey charm,” or are you Goldilocks too?