Maintaining a 5 stars rating

[Sebastian1001]

Hi, 

How do you manage to keep your ratings as high as possible? In my opinion, it's often the little details that make all the difference, don't you think? 

Starting with a short message to your guest thanking him for his booking and reminding him of the access information to your listing, the rules of the house and other practical advice. I find that the more clear and precise information we give in advance, the more we avoid misunderstandings and unpleasant surprises… Another detail, for example, consists of setting the arrival time of your guest, already to avoid you waiting unnecessarily and to reassure him. A small candy on the pillow, a courtesy tray with tea or coffee, shampoo and shower gel, decoration that is not 100% IKEA but rather a mix of modern and second-hand items to stand out from other accommodations. Be available for your guest while remaining discreet. Be professional but not cold in the relationship. Provide quick solutions and responses to the guest. This is my idea of ​​wholesale hospitality. 

What do you think? Thank you for your feedback!

Sebastian

[Huma0]

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@Delphine348 wrote:

The fact is I can't blame him, he is not familiar with Uber, Amazon or Airbnb way of dealing with under 5* notation.

As many French people, particularly of his age (born in the 50's),  he thinks 4 is good and 5 is outstanding. 

New lesson learned: 

Next time with this type of new and senior guest, I will be direct about notation impact and how to fill in comment and private note.

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That's interesting. My experience has been that young French guests leave 5* but the older ones will never rate more than 4*. The criticisms often seem odd to me, e.g. one gentleman rated me down on communication and check in (the categories where I normally get my highest ratings) because he did not speak any English and (although I tried my best to speak it) I am not fluent in French. Another couple rated me down on location, even though they chose my listing because it was minutes from their daughter's place. They also could not speak any English, and brought their daughter to translate, otherwise I would have tried to speak to them in French. They marked me down on communication and check in too. In both cases, the guests left 4* overall, but, based on their comments, there was literally no room for improvement, other than me becoming fluent in French (possible, but I can't be fluent in the language of EVERY guest I host - at least I speak some French and understand it reasonably well) or moving my house to a different location, in which case they wouldn't have booked it because it wouldn't be near their daughter!!

Since I switched to long term hosting, I haven't had any older French guests, but it's something I will certainly bear in mind if I do in future and try to explain to them how the Airbnb review model actually works.

[Inna22]

I think the key to good review is finding guests that are a good match for your property. Of course it is easier said than done. For example my place is best for friend groups, not families. I could lay all the mints on the pillows and families are just not thrilled. They are ok, just not thrilled. I could forget to make the beds and friend groups think it is the best vacation ever

[Gillian166]

decoration that is not 100% IKEA but rather a mix of modern and second-hand items to stand out from other accommodations.  

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so this is a big challenge! for a few reasons
1) in january we had a guest break a bed, and the ONLY place we could buy a bed that day was Ikea (still a 1hr trip, each way) and given the supply chain issues I don't imagine this has changed. I recently bought a new sofa for my other listing, (not ikea!phew) and it was the floor model. I won't wait 12 weeks. 
2) ikea stuff is sturdy and well tested and really great for our use

but yes the cons:
  almost everyone has a few ikea pieces at home, and we are trying to create a "special" space for them to pay to be in, not a space that is cheaper than their own homes
solution:
1) upcycle your ikea pieces (search youtube, there are SO many great projects that transform pieces, there are whole channels devoted to this) but actually even just changing the knobs makes a big difference. or putting feet on some items. 

2) use high quality bedding on your ikea bed. distract guests with your amazing pillows (actually ikea pillows are awesome, **bleep** them). I just got an ikea sofa on marketplace that matches our existing ikea sofa, and sadly removed a non-ikea piece as it wasn't working (just not as comfy), so now I will shop for fancy throws and cushions. 

I love Ikea but the problem with using it too much in an airbnb is that guests will ding you on Value, if they feel the furniture is cheaper than what they have at home, or it's a basic level of "good" and you've described your place as "luxurious".  

Finding artwork in an op-shop (thrifting) is one of my host tips!  but even seeking out local art shows might just yield great results. 

[Huma0]

@Gillian166 

Those are all great ideas, especially RE up cycling and customising the IKEA products.

However, I don't believe that all IKEA products are sturdy, unless something has changed? When I bought my first apartment in my late 20s, I bought a lot of stuff from IKEA. Apart from a few small items, I've gotten rid of almost all of it because it just isn't that well made. The TV stand, which was actually their most expensive one at the time, not cheap at all, had to go because it was on the verge of collapsing, even though it looked like a chunky bit of furniture. Lamps just stopped working for no reason. Plates and bowls seem to chip frequently, whereas the dinnerware I've gotten from other brands (including budget ones) is fine.

My current home has a lot of vintage furniture. Apart from the fact that I prefer it aesthetically, and this stuff has lasted decades and decades so I expect it to hold up for several more. It's just so well made. Plus, it's usually much cheaper than IKEA, unless you are buying the really basic IKEA stuff. I recently replaced the bed in one of my guest rooms with a very solid oak vintage one, which I bought for £50 on Ebay. Of course, that's not helpful in an emergency situation when a guest breaks a bed and you need a new one the same day!

[Robin4]

@Gillian166 

Ikea satisfies a need. I had 2 shower door broken in the space 6 weeks....the guest dropped the flexible shower head resulting in a broken glass door. At $300 a door you have to say 'I can't keep on wearing this'!

So I went to Ikea and bought a couple of their battery operated motorised  curtains  and it has been a solid win!

Guests think it is great to hop in the shower, press a button and the shower screen just happens .....

At $170 it's a da*n side cheaper that replacing glass shower doors!!!!!

There is no way a guest is going to ding me on value because of my Ikea shower screen, if anything they think it's a novel positive!

Gill Ikea definitely has its place!

Cheers.......Rob 

[Gillian166]

@Robin4  I’ve never even heard of a motorised shower curtain, so that would be a fun novelty.  Cool things like that do make a difference. 

@Huma0  I too have vintage and modern pieces in my home. Sits what I like, though mixing it can be a challenge. You are correct that much of the ikea furniture isn’t sturdy, esp the flat pack stuff, , but I think the beds and sofas are fine for Airbnb . I’m with you that vintage pieces are better, far better made and oozing with individuality and charm. And cheap! I made the observation a decade ago that the last “good” furniture was made preWW2, our pool of antique furniture is dwindling. The last gasp is this resurgence of mid century stuff, the post-war era and the beginning of Laminex and veneers. A bit of rattan stuff from the 70s and then what? The era of mass produced throw away furniture begins. You are lucky to be in the UK with a big supply of quality antiques. 

[Huma0]

@Gillian166 

A lot of my furniture items are French mid-century reproductions of 18th Century styles, so vintage rather than antique. I am not sure most people would know the difference, but the actual antiques of these styles would cost a fortune.

Even if I could afford them, I'd feel a bit nervous about damage. The cleaner recently managed to pull of one of the lovely ornate brass handles on the sideboard. It should be an easy fix, but there is a piece missing and she has no idea what happened to it. It's going to be a pain to replace, but at least it's not a genuine antique! The vintage pieces are still very detailed and well made. They have lasted decades already after all. 

Antiques and vintage shops and markets are very expensive in London. It's rare to find anything affordable, although I have found one or two items just left out on the street. So, most of what I have bought has been on Ebay, from individuals trying to get rid of an item here and there (usually very, very cheap) but a lot of it I got from a professional seller who brought the stuff over from France on a regular basis. It's lucky I don't live in France as no doubt I would go crazy at the Brocantes.

There are definitely bargains to be had on Ebay. It just takes a while to scroll through all the rubbish. Not sure what it is like in your neck of the woods though?

There are bargains to be had at flea markets etc. outside of London though. A few months ago, my mother and I went to the Great Shepton Flea in Somerset. There were literally hundreds and hundreds of stalls. We were there for the whole afternoon but only managed to see about a third of them. I came back with lots of interesting finds (small items such as silverware, china, glassware, brass items, old clothbound books etc as I have enough furniture already) at prices you would never find here in London. Even the prices in the charity shops were much, much lower.

[Gillian166]

@Huma0  Our "antique" market (which is basically not a thing in Au) is pretty limited. I've found South Australia has some good stuff (mostly 20th century, some late 19th, that's it) and people don't value it, so you can find some bargains. Tasmania has really great stuff too, things got there by boat in the 1800s and never left the island! But, prices are also super high. When we went to the USA in 2018 we stopped into Amish country and went into a couple of antique shops, and lost 2 hours just wandering around (I bought a few things that could fit into my suitcase, kitchen items mostly).

When we went to South Africa I was also in awe of their antique market, things like vintage enamel kitchen scales with the full set of weights and the dish, great condition <$20. Insane. I wanted to get a shipping container, buy a bunch of stuff and start my own shop back in Australia. haha. 
 

[Huma0]

@Gillian166 

I've often fantasised about having a little shop selling vintage furniture and homewares. Who knows, maybe one day. Some of that stuff is so overpriced here in London, but I am quite good at finding bargains and not bad at up cycling furniture. 

I like mixing old and new, as you mentioned, to get a more eclectic look though. I'm not aiming for my house to look like a museum!

When did you go to South Africa by the way? I lived in Cape Town many moons ago and don't remember a great antique market, but that might have changed since then. There was a large flea market not far from where I lived, but it was mostly junk back in those days and there was a small market I went to often to buy clothes and jewellery, but I don't remember them selling any furniture or homewares.

[Gillian166]

@Huma0 
We dropped into little towns, I distinctly remember Ladysmith (and others with similar names) as some of the places we stopped at (on the way to ... the Berg? kynsna? can't remember now) and the little antique/2nd hand shops were amazing. You would know that South Africans tend to prefer the new and glitzy rather than old stuff. I remember when my husband's extended family arrived they all turned their nose up at inner city Brisbane, saying those "timber homes are old and ugly". haha, and ouch, the brutal opinions of South Africans! My husband is a weird Saffer, and he loves history and old buildings. My only other Saffer friend here is cringingly into bling and new things. Her home is gorgeous, looks ready for a Vogue styled shoot. She wouldn't like a cafe with mismatched furniture and vintage plates, and I don't think she has ever been to an op-shop, ever. 

[Huma0]

@Gillian166 

That's funny. My ex-boyfriend was a Saffer, which was one of the main reasons I moved to Cape Town, but we were far too young and broke to shop for antiques. I do remember though that we had a few pieces of vintage furniture in the first place we rented together. Perhaps the landlord didn't appreciate it though, which was why he/she chucked it in a (relatively) inexpensive rental property. I thought it was delightful though.

I know Knysna, but have never heard of Ladysmith... Would love to go back and explore some more. It's been such a long time. 

I was 20 years old when I first went to SA and 24 when I left, which was a very long time ago, so I don't remember really how people furnished their homes, probably because (apart from the homes of some friends' parents) I mostly saw places little better than student accommodation. It does make sense though that Saffers might often prefer the new and blingy rather than dwelling on the past, which in many ways has bad associations. 

[Gillian166]

@Huma0  I don't think their decorating style has much to do with politics. All of the Saffers I know (talking family here, plus the one friend) have a lot of african prints and artifacts in their homes, that's a common thread i notice, a similar style that might well only exist in the 40+ bracket. Their love of the land and animals is undeniable, even the city dwellers, and it's reflected in their decor. It's a beautiful country, and I love Cape Town. My in-laws have a lot of custom built wooden furniture, and a few old pieces from their grandparents, but here in Australia they really are about the new stuff. Of course when they emigrated you still couldn't take your money out of the banks so they all brought everything with them, right down to toothpaste and toilet paper. 

Just googled, Ladysmith is on the way to the Drakensberg. 

[Heather1490]

Hey @Sebastian1001 Sebastian! This is definitely tough - I am a designer and I travel around helping Airbnb/rental hosts update their properties so they can up their ratings and ultimately charge more and I can say for sure it totally depends on the property!

The little things DEFINITELY add up but if you have a bunch of awesome little things and a really old stinky couch or inadequate supplies in the kitchen unfortunately it won't matter much! The thing I always tell my clients is to stay in your Airbnb for at least a weekend (a week is best). You're bound to find faults that are begging to be improved! 

[Sebastian1001]

Hello @Heather1490 , I totally agree with you. You really have to test and experience your accommodation to better understand how it is perceived by travellers

[Chris2003]

@Sebastian1001 I would say it's basically impossible to maintain a 5* rating in the longterm. If you can maintain 4.8 then you're doing well. 4.9 and you're doing very well.

I think the first thing you need to get right is the listing description and amenities. You just need to be honest. Some of my guests have said they stayed in a 'villa'.. I'd say it's a bungalow with a pool. I feel like if I marketed it as a villa, then you run the risk of attracting people who wipe their bottom with money.. people who will not be 'wowed' and more likely to write a less favourable review.

The 2nd thing would be charging an appropriate price and having the right minimum stay. If you can offer a 1 night minimum then I think you should. What i've found is guests who stay 1 night tend to offer more favourable reviews - because they're very appreciative of being able to stay in more than just a room for 1 night. 

Lastly I'd suggest being quite tactical about reviewing guests. If you got the impression that the guest had issues with the stay, then just don't review them.. and they probably won't review you.