[FESTIVAL] The Power of Proactive Hosting

[Guy991]

One of the key aspects of being a great host is to be proactive. This means anticipating your guests' needs and ensuring the house is well-equipped with everything they might require. It also involves setting up automatic messages to provide essential information before guests even have to ask. Some guests, particularly those who might not want to trouble the host, appreciate this proactive approach as it addresses their needs without them having to ask. Guests love hosts who think ahead.

Being proactive also pairs well with transparency. If there's a problem or an unexpected issue with the property, don’t wait for the guest to discover it and complain. Instead, inform them in advance, explain the situation, and offer to help them contact Airbnb to arrange alternative accommodation if needed. This approach empowers guests to make their own decisions. Even if they choose to stay, they’ll appreciate knowing they have control over the situation, which is much better than discovering the issue later and feeling helpless.

I remember one occasion when we hosted a wonderful elderly couple who were full of energy and curiosity. They contacted us late at night, just a day before their checkout and flight home, to tell us they had lost their wallet, including their driver’s license and credit cards. They weren’t even sure where they had misplaced it.

As hosts, we are often the only local connection our guests have, especially when they don't speak the local language, as was the case here. Within minutes, we arrived at the house and called Uber and the restaurant where they thought it might have been left. We also searched the house and the garden again, but with no success.

By that time, it was close to midnight. It was dark, windy, and rainy, and the guests didn’t feel comfortable searching for a police station in the Sintra mountains in the middle of the night, where maneuvering through narrow streets and finding parking is difficult even in daylight. My co-host, Soraia, insisted we take them to the police station to file a report. We took them in my car to the station and stayed with them until they had all the necessary information before bringing them back to the house.

The guests were relieved—not just because they received a temporary driver’s license, but because they felt safe and supported in a foreign country. Interestingly, a couple of days later, the next guests who stayed with us found the wallet somewhere in the garden. It was a nice gesture for them to report it to us immediately. We quickly took the wallet and sent it to the previous guests at their home address abroad.

A month later, we received a postcard from them. We’ll never forget walking with them through that stormy night in Sintra, and they won’t either.

We’ve decided to frame this postcard and plan to ask other guests to send us postcards from around the world when they return home. The romantic charm of postcards fits perfectly with our charming urban farmhouse.

[Joan2709]

@Guy991 

Your efforts won't be forgotten and the postcard idea is fantastic! Luv it! 

I would have been frantic in this situation and so thankful to have my Host's assitance.

[Elisa]

Thank you @Joan2709 for sharing your idea. 😊

Do you also give something special to your guests?

[Joan2709]

@Elisa 

Some Hosts I work with provide a personal, handwritten welcome note. I do like the idea of providing something guests can take with them. Something inexpensive that maybe has the listing name and QR code, but more than just a business card? I'll have to think about that one 🤔 It would be nice to have a postcard with the Listing photo on it the guest could send to friends or family showing where they stayed?

[Elisa]

Hi @Joan2709 😊

I think your idea is amazing!

Not only are you making a nice gesture, but you're also giving your place more visibility.

Do you have guests who speak different languages?

Will you adapt this to their language as well?

Warm regards, 🌻

[Joan2709]

@Elisa 

That is a good point!  Some Hosts I work with have guests from around the world. Perhaps just the photo of the listing and the guests can write whatever they wish on the postcard? 🤔

[Elisa]

Thank you @Joan2709 😊

This is also an option! I think it would be great to ask the community and see what other hosts think about it.

What do you think?

Warm regards🌻,

[Elisa]

Hi😊 @Guy991 

That's such a memorable experience! 😍

I'm curious, how do you balance being proactive with giving guests their space?

Let's see what other Hosts think about this: @Dr-Jayanthi1, @Keshav7 and @Robin4.

[Guy991]

Hello @Elisa ,

This is an excellent question, Elisa!

Hosting is an art, and one of the key questions I ask at check-in, which helps gauge how proactive I need to be, is: ‘How long are you in Portugal, and where does this stay fit into your overall trip? Is it at the beginning or the end?’

Most of my guests are international tourists, and because of our proximity to the airport, this is often either their first or last stop.

When a guest tells me they’ve been traveling extensively and have stayed in multiple Airbnb properties, they usually require less assistance. They already know how to navigate the experience, so I give them all the space they need.

However, for new arrivals—especially those for whom we are the first locals they meet in a true local home—we’re much more proactive. We offer suggestions, explain the weather, and discuss what it means to stay in someone’s home.

[Elisa]

Hi @Guy991 😊

I am glad you appreciate my question.

You have a great point of view!

Have you had guests who were familiar with Airbnb but still required the same level of assistance? What were they asking for?

Warm regards, 🌻

[Dr-Jayanthi1]

Hello @Guy991 - I love your call “hosting is an art” with my life as a researcher I would like to state “Let hosting be the science” I’m yet to release a draft on the above 😈🥳

[Dr-Jayanthi1]

Hi @Elisa Guests do call me "proactive" yet thats tricky at times. So my profile says - "I take the lead as guests need". Still I opt to give my insights at times even without being asked for. Let me share an experience!. 

I recently had the pleasure of hosting a lovely mom and daughter duo who were visiting Ooty—a stunning tourist destination near my city! As they were new to Airbnb, I sensed they might be a bit unsure about their travel plans, especially since getting to Ooty can be a bit tricky with public transport.

So, I took it upon myself to guide them through the process! I shared tips about the travel challenges they might face and even followed up to see how their plans were shaping up. A couple of days later, they excitedly told me they had booked tickets for a train to the mountains. However, I quickly realised they had booked a connecting train instead of the actual mountain rail! 🚂

Not wanting them to miss out, I provided all the details for the right train and helped them cancel their previous booking. Plus, I arranged a cab for their journey! 🚖

After all this effort, I received a 3-star rating on value due to some extra charges for early check-in and late checkout—charges that I had explained beforehand. But you know what? Hosts may be seen as “whatever,” but our guests are our “Lords”—whether they’re proactive or not!

The takeaway? Do your best and let your guests decide the rest! I’m proud to be a Happy Host and love sharing my experiences to inspire others on their hosting journey. 💖

Thank you all for giving me the opportunity to connect and share! Let’s keep making amazing memories together!

[Elisa]

Hi @Dr-Jayanthi1  😊

Thank you for giving us your approach, this is very helpful! 😍

It's unfortunate that the rating didn’t fully reflect the value of the support you provided, particularly when you had already communicated the extra charges upfront. 

Were you expecting a different or better review based on the experience you provided?

Warm regards! 🌻

[Dr-Jayanthi1]

Hi @Elisa I was definitely thinking that the guests would appreciate my efforts through their rating. I get excited when I make the extra effort. My bad 😞 

[Elisa]

Oh no, it's not your fault. @Dr-Jayanthi1 😊

I think it's natural to want our best efforts to be recognized.

Unfortunately, it's difficult to please everyone. I'm sure you've had guests who appreciated other gestures you made for them, haven't you?

Warm regards🌻