Review pre check-out feedback?

[MariaCristin20]

Hi,

I'm Cristina, an Airbnb member as both a host and a guest. As I was travelling as a guest, I experienced that a host recently asked me for feedback ahead of check-out to make sure I wasn't going to impact their overall rating with anything lower than 5. Is it considered best practice? Would you advise to do the same as a host?

[ManiKu0]

Asking for feedback before checkout is like asking your wife if she’s upset.

The answer is usually “No.”

The review arrives later with all the details. 😂

[Karen114 · Accepted solution]

@MariaCristin20  This is a pretty common practice among hosts.  What they are trying to avoid is a  surprise poor review due to something that could have maybe been addressed during their stay if it was communicated.   They would prefer the feedback privately as opposed to less than 5 star public review,  especailly if it was something that wouldn't materially impact their stay  like not having enough forks or their was a chipped coffee mug 😁

[Shahanas0]

Ya

[MariaCristin20]

Thanks @Karen114 this is helpful!

[Emilie]

You make a good point @Karen114! Do you have a touchpoint in place like that with your guests, prior to checkout? 

[Karen114]

@Emilie  We have a an automated check in message the morning after arrival to make sure all is well with the stay.  If there are any deficiencies, it is my hope it will be communicated then.  Most guests respond that all is well.  

Our check out message doesn't ask for private feedback if there was an issue  however all the other communication sent prior to and during the stay does emphasize that if there is a problem, we need to know about it so that we have the ability to correct as we don't want anyone suffering in silence. 😁

[Emilie]

Absolutely - it sounds like you have some solid safeguards in place to catch any and all potential issues early @Karen114! Maybe some inspiration for anybody else thinking about how to best structure their own regular outreaches to their guests 🙂

[Shahanas0]

Yes 

[Emilie]

Thank you everyone for weighing in!

@MariaCristin20 I wonder if this is something you're thinking of doing yourself now, having experienced it as a guest?

[MariaCristin20]

Yes, indeed. I went ahead and already established such a message pre check-out. It worked well so far!

[Emilie]

That's great @MariaCristin20! Any recommendations on what to include in that message, in case other hosts are interested in trying it out too? 

[MariaCristin20]

Here’s my version if that helps: 

Hello, I hope your stay is going well!

Please remember that check-out is by xxx on the xxx. If you need an exception, please contact xxx and we'll try to accommodate your need.

Thank you for choosing me as your SuperHost. I'd also like to take this opportunity to ask you a small favor: my goal is to always offer a 5-star experience to my guests. If there's any aspect of your stay that you feel isn't up to this standard, I'd be very grateful if you could let me know now. If possible, I'd like the opportunity to improve your experience before your departure.

Thank you again for choosing us/namenof the apartment and I hope you enjoy the last few days of your stay!

Cheers

Cristina

[Emilie]

Thank you so much for sharing @MariaCristin20 🤗