Returning guests-- good, bad or indifferent?

[Laura2592]

How do you REALLY feel about guests who return over and over?

We don't have a ton-- I would say 10-15% or so. But a few of those get really pushy over time. They begin to settle in to the space as though they are tenants and not guests. Others are lovely and its always a pleasure to see them book. I find that I am really leery with guests who have lots (20 or more) reviews. I always think "do they not have a permanent home? Why are they using ABB so much?" I don't know why, but it worries me when I see those guests and often they are returning guests to a couple of places.  

When I am a guest I tend to discount the reviews of returning guests. When I see a listing if they only have a handful of people who have stayed multiple times, I really only read the first review from each guest. Obviously they like the place or they wouldn't come back, but I would almost rather see more diversity of experiences and reviews to ensure that the space would be a fit. But maybe I am just odd that way. 

Do you hope that you get a lot of returning guests? Do you find them easier to deal with than brand new guests?

[Debra300]

@Laura2592,

Mr. Messy and his family were consistent with previous visits, and left the place untidy, not filthy.  Particularly in the kitchen where they didn't clean up after themselves much at all, and even left a bag of sugar open on the counter.  That's a party invitation for bugs and critters.  

I'll host them again, but it will cost them more.

[Brian2036]

@Kitty-and-Creek0 @Kelly149 @Laura2592 

We also have an unusual property and when we get a guest who is not too dumb to poor pee out of a boot we hope to keep them.

We have a few who rebook immediately after every stay and basically consider it as a vacation home they don’t have to maintain themselves all year.

We would like to have a lot more of them so we could tell all the OTAs to get stuffed.

 I imagine that some people might get snotty when you have to raise the price but so far our guests are pretty happy because they’re not paying fees to the lousy management company we used to have and that is saving them about 50%.

[Anthony608]

@Brian2036- Yes I had a woman who started booking with me when my listing was in the $20s range and now, after three years, its in the upper $30s.  She has sent me more than a few messages about giving her discounts, lowering the price, etc.  I just advise her that I am on smart-price and the amount needs to be consistent with the area. 

I actually haven't heard from her in a while, I think she had some problems with COVID sadly, since she cancelled a booking suddenly a year ago and has not been heard from since.

[Debra300]

@Laura2592,

Most of our returning guests contact us directly, and do not use a booking platform to make their subsequent reservations.  As a result, there aren't multiple reviews from them.   I am always friendly with my guests, but I make it clear that we have a business relationship, and will not negotiate the rates that I quote to them.

There is one man who regularly comes to visit his wife and kids (I've never asked why the live on different islands).  He isn't the most tidy guy, so I usually don't offer him much of a discount.

[Anthony608]

My returning guests know me and what is expected of their behavior in the home and also have been exposed enough to the house rules so that we don't have major misunderstandings or problems.  We also have usually had both indirect and direct discussions about ratings and all of my returning guests will usually leave 5 stars in all categories, even if their narrative review does get a little bit generic or repetitive.

If a returning guests would ever give a really negative review they would most likely return no more or, if they did, I would mark them as "Do not host again".  By the time someone has stayed with a few times they know I am a Superhost and they know that negative reviews and low star ratings can jeopardize my standing with AirBNB.  I have actually only had one person ever do that - she was a woman who used to stay on business trips and told me point blank she routinely left four stars in all categories since she didn't agree with five stars being the norm.  We parted on good terms, I just had advised her that as a Superhost I could not afford to have a guest repeatedly staying every week who constantly was giving me 4 star reviews.