Secrets from a 16-quarter Superhost

[Airbnb]

Nikki was one of the first hosts on Airbnb to earn Superhost status when the program first rolled out in 2014. She’s maintained that status for 16 consecutive quarters.

How does Nikki do it? She learned hosting from the ground up, starting with a tiny cottage in her own backyard in California. That single listing performed so well that Nikki was inspired to expand into renting out her full house during family vacations.

We sat down with Nikki to get the scoop on how she’s been so successful as a Superhost on Airbnb. Here’s what she had to say.

Why did you start hosting?

Six years ago, I stayed in my first Airbnb in Provence, France and loved it. It was a tiny little studio in the old town of Aix. It served our needs really well, but the hosts hadn’t really put much effort into making it charming or anything. I realized that if I put a bit of money into it, I could make something super special with the little 200-square-foot guest house in my backyard. I assumed it would only get booked rarely, but I was surprised when it got booked right away for a full week.

You got that first booking in your backyard cottage in less than a day. Why do you think it got booked so quickly?

I had cute photos, which is definitely a huge part of getting booked. And I had priced it really low since it was a brand new listing. I do this every time I bring a new listing online. I start with an initial listing price that is only 50‒70% of what the market rate is, until I have at least three reviews (or until I am getting so many booking requests that I can raise the price to market rates). I do this so I can work out the kinks without sacrificing good reviews, and because it is important to get a bunch of reviews as soon as possible so the listing appears higher in search rankings.

Have your expectations of hosting differed from the reality?

I really didn’t have specific expectations or an overall vision as a I got into hosting. It all happened very organically. I took opportunities as I saw them come up, and eventually became really involved with hosting. But I didn’t have a specific income in mind when I started.

Staying booked is key to being successful. How have you created such popular listings?

It all starts with a good space. It has to be clean, that’s the number one thing. I like my spaces open and airy. Very uncluttered, but with design focal points that provide places for your eyes to rest. It also has to be comfortable, especially the beds. I invest in memory foam mattresses, and people love them. It’s really an exercise in empathy. You walk through the space and think about how people will use it, then fit your design concept around that.

Having a good space is one thing, but how do you stand out among all the other great spaces on Airbnb?

Having good photos makes all the difference. Professional photos are a must. I think about what the space is, whether it’s a family space or ideal for a certain type of traveler, and I put that in the title. Write a really good description that’s very detailed and inviting, so that you’re drawing someone into the listing. Describe the beds, the linens, name brands of specific types of soap or amenities you’re providing. This is also where you want to start setting guest expectations. Make sure you include descriptions of your property’s quirks, like if a bedroom has weird doors or anything like that, and mention it several times in the listing. But explain it in such a way that it’s honest and clear, without being a turnoff. You want to attract good fits and provide enough transparency to help your guests select for the property that they want.

How else do you help set guest expectations?

For me, communication is the number one rule of good hosting. Beyond the listing, your direct communication with a guest starts right with that first inquiry. I always ask potential guests a few follow-up questions after every booking request, not to be rude or nosey, but just to make sure that the listing is a good fit for them. Really, you’re starting the process of getting a five-star review at that point.

What strategies do you use to make sure you’re communicating well with guests?

Outsourcing email communications has been a lifesaver. I use a paid service that I load up with pre-written form emails. So when a guest books a listing, they receive an automated welcome email that includes the House Manual and any instructions relevant to the space, such as how to turn on the hot water. It’s too time consuming to compose emails individually and I have no problem sending form emails. It’s a necessary part of hosting. I want to make sure every guest gets the right information with no missing pieces.

What has surprised you most about being a host?

The biggest surprise to me is how wonderful the guests have been. I’ve had maybe five incidents over the years where someone wasn’t happy, but for the most part, people have been so honest and kind and understanding. And on an economic front, I was surprised at the income. I didn’t go into this expecting to do so well, let alone turn it into a career. I’ve focused on the things I really like about hosting and pursued opportunities when I saw them, and it’s turned out really well.

*[If you wish to send Nikki a message regarding her interview, please reply publicly below or via direct message here in the Community Center (by clicking 'Send Message' in her Community Center profile]

[Lynne159]

I built this property ( with a hammer and nail gun) into what it is today, specifically to open it up to the public. I felt that this property had a very special feeling of peace and I had to share it. I have been hosting for 2 years now and I have found that I learn something new with every guest. I was nervous and excited before my first guest arrived and I still get that way and always want to make sure that everyone leaves well rested, happy and want to come back. I feel that I am doing something right when I now have guests who have returned 2-3 times and call it their home away from home. Thank you Airbnb

[Caroline912]

Wow Well Done 16 quarters back to back!! That is certainly something to aim for. We also love hosting here in Fremantle Perth Western Australia. Like Vicky in Cincinnati I have also been rewarded with the most wonderful guests and had the opportunity to make a positive and lasting impact on the lives of some of our guests. The experiences have been exciting and varied and added a lovely dimension to our lives. From having a guest fall whilst out on an adventure and arriving back to the apartment desperate to get medical attention and us racing in the night to get her knee seen to, to couples celebrating special occassions and us providing flowers, cards and bubbles to make it all more memorable. Recently we had a couple arrive from Ireland just in the nick of time for us to race them into their apartment and get them off to the local hospital to be at birth of their grandchild. Is is this intimate connection which creates a visit of a lifetime. We dont hassle guests once theyre in but we always always check in once during their stay and we always always ask for an honest review stressing that this is how we can continuously improve. We believe being a good host is all about being a good traveller, the more you provide just exactly what you would expect the better your service becomes. And Yes, that includes the 2am arrivals off of the cheapest possible flights into Perth, because we will have our family on those same cheap flights every time we travel anywhere so we truelly understand what it feels like toarrive in a new country at 2am!! 

[Moira27]

Hi, thanks for the great sharing.  I’m in a similar situation to Nikki in that I have recently quit my ‘other’ full time job to manage my listings as an ever expanding and lucrative business.  Just wondering what Nikki (or others) use as a Job Title on their business cards?

[Teresa175]

what type of follow-up questions do you ask  potential guests after every booking request? 

[Suzy79]

Hi. How do you go about outsourcing emails? Thank you

[Esmeen0]

Great your profile is amazing. Thank you for sharing your experience, its valuable

I am hosting for the first time in December..I am in South Africa Durban and hope to be a superhost someday

[Myo1]

I have learnt a lot from this above article and these facts and strategies are important to be a successful host. Most importantly , setting up the low price for new listing and having good space and uniqueness which can get guest attention to book the property amd many more details makes me head-up. 

Thank you very much Airbnb for posting that article for us.

[James1201]

Thank yiou for sharing your experience of being a long time Super Host, Nikki. Your experience has helped to confirm the stuff I am doing to offer my guests great experience of their rental needs and wants.

Since starting hosting over a month ago after major remodel of my home,  I have been doing a lot of what have resulted you a super long time Super Host.  I have traveled lots in my international IT/Technology/business management staying at upscale hotels.  I have rented Airbnb for over 2 years ago on my travels before deciding to turn my long term rental into short term.  My goal is to offer my guests the benefit and positive experience of a place that fit their needs of business and leisure or a combination of both.

I am still pondering whether there's a good time for professional photography now because enahncing my home, amenities and decor are still continuing as seasons and holidays come and go with different amenities and decor.  So, I will schedule for professional photography.  Meanwhile, I am applying my little photography skill to update my photos as I make little enhancements to my home until I am ready for professional photography.  Professional photography may just be a neccessity as changes are made.

[Kathleen43]

Well done to this lady for getting the 16 quarters. I was coming up to 4 quarters and a guest scored me a 1 for check in because I wasn’t able to let him check in at 11am. I had stated that check in was flexible and he took this to mean that he could check in any time. The rest of his review was excellent but I lost my Superhost for that. In the past I have taken a half days leave from work for someone who wanted to check in early afternoon and they rolled up at 11 pm! 

[Greta67]

Airbnb should supply that kind of feedback to guests to give them a reality check why being   a great guest includes reading and correctly interpreting  words like "flexible."  I'm sure you're not the only host with this problem and it needs addressing on the guest side. 

[Mao8]

Amazing. 

Thanks for sharing. 

Reading from Nigeria. ☺ 

[Maria969]

What is the name of the external company for automated responses?

[Diana633]

I have been a superhost for 15 consecutive quarters.  I would add two things to this article.

1.  Response time is key.  Respond to anything within minutes.  Not hours.  We all have smartphones so its easy.  (I am in Belize and if I can do it....!)

2.  Leave a questionaire in the rooms, with a pen, for guests to fill out at their leisure.  Ask things like what they love most and what they love least.  What would they like to see added to the room?  More pillows etc.  Then ask what would prevent them from giving you a 5 star review.  This is key.  They can 'complain' before they leave and you can recify it immediately and before they write a review.  Its always simple things they miss.

Hope this helps!

[Osama12]

Hosts need a free service that help them to send an automated message to guests. when a guest books a listing, he will receive a message that includes the house manual.

[Joe545]

I'd like to learn more about that automated responding and emailing, that sounds interesting to me and I wondered about that before