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]

[Osama12]

It looks like the automated message of Gmail. When someone sends an email to you, he will get it.

[Greta67]

Why haven't you provided us her listings so we can see what makes the photographs and writing great? 

[Mary60]

RE: asking having a conversation with guests before they book to make sure it's the right fit:

how do you do that if you have autobook on which Airbnb highly encourages (a beef of mine).

Do you ever use autobook? and how exactly do you "check out" a new guest since they are already booked and either host or guest would have a penalty if they changed things...

[Jakota0]

Yes, I'm concerned about the low attention given checking out the safety of guests.  Air Bnb has often allowed people to book with me, against .my stated requirements of them going through verification process, which is minimal at best.  Possibly. Some one can think of an additional security level that would be neither invasive or expensive.  Even a guests' own statement about why they are good and honest guests would be revealing, though of course not conclusive in any way. However much can be read into someone's own self promotion.

[Lisa1549]

What service is used to send emails ? 

[Lisa1549]

Do you have a sample letter 

[Susan17]

Coming soon... Secrets From This  17-Quarter Superhost. A very different proposition altogether. Hold that page... 😉

[Bernadette113]

What do you mean specifically when you say you have focused on what you like about hosting and “taken opportunities” when you saw them. 

[Jenifer28]

Her properties are lovely and the tips are great! I just have one question. As I was looking at her listings under the house rules section, she stated various fees for breaking the house rules (some of them quite high). I’m wondering how this is enforced. I’m also an Airbnb host and suspected one of my guests of smoking in the house, I also had to clean up vomit, etc. (They’d obviously had a party which isn’t allowed.) I went through the resolutions center to no avail (the guest never replied and deleted their profile). When I called Airbnb, I was told that I couldn’t take money from the deposit and that Airbnb wouldn’t either. I asked what was the point of having a deposit and didn’t get a clear answer. 

I just want to say that I love being an Airbnb host and have had overall great experiences 🙂 Just curious in case something like this happens again...

[Megan59]

I have earned Superhost status for 17 quarters. I really agree that communication is the key to a successful guest/host interaction. I have parts of my house that are for my family only and although it sometimes worries me that it might seem fierce when I explain this, I think people welcome clarity about boundaries and where people can and can't go. All the flowers in the room can't help if people aren't communicating well, so I invite people very early on to please let me know what I can do to improve their stay. That said, I've had those guests who complain after the fact about being cold while never having told me when there. That is frustrating but people are, as someone in another post said, conflict averse. I have very comfy beds and very crisp sheets and keep rooms really clean. I have outside and inside spaces they are invited to use. I try to intuit how much interaction they want and respond accordingly. I always believe the best way to get to know someone is to ask questions because people generally like talking about themselves, their work, what they're doing here, etc. But sometimes they don't, and it's important to stay sensitive to that. You don't want people to avoid your house because they think it's like a bed and breakfast, where they have to interact with a bunch of overly friendly people at the breakfast table, if they don't want to. Hosting has been nothing but a pleasure for me and an unexpectedly wonderful source of income. 

[Angelo233]

  Hello my name is Angelo I have been with Airbnb now for three years. Once I became super host I never lost my status,  I Believe now it makes 7 consecutive quarters , I have maintained an average of over 93% 5 star reviews  since the day I started  and happy that guest acknowledge and appreciate  the little touches I put into my place.

here is my link :

https://abnb.me/eKVfg8EF3R

[Jakota0]

More and more air bnb hosts are offering dedicated bnb spaces, much like a special hotel side business, for lack of a better description.  Because of this, I think it important for guests to know if they are reserving a private bnb cottage type arrangement or a room in someone's acting living space/house.  some people want that sort of inclusion and interaction, and others, millennial more so, seem to want to just go in and out with as little contact as necessary.  I would like to see a place on both the reservation site and on the guest description space for whether guest prefers their own little place to themselves,  to interact with host who will be also present, or if they just want whichever way is cheapest. for example, my brother very much prefers the 1st category, even tho he enjoys interacting with hosts if there.  I prefer to feel I'm staying in someone's home as a guest.

As a host, knowing the guests preferred category helps me plan for them.  For example I've wasted a lot of morning  goodies,  when guests didn't even have coffee here in the mornings. air Bnb has morphed into 2 distinct yet overlapping categories, one more professionally intended, the other a side endeavor of the hosts personal home.

[Christine1466]

My name is Christine Sosi oe Edmonton Canada and wish to thank Nikki for sharing good dips and was encouraged.

 I joined Airbnb hosting list this year and I have loved to host travellers and I am blessed to have them anytime. I have three queen bed rooms and provide toiletries, linen for weathers and towels of all sizes.

 I received good reviews from all guests and some have made this home a second home far from home. Be blessed Airbnb hosts and thanks for sharing.

[Gail219]

Hi Nikki, great article can you please share with me the online service you used to upload your manual etc.?

[Matt547]

This is great to see. I too started with my trailer that I had just began restoring as a way for people to test drive it.