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?

[Pat271]

I have noticed that the hosts who discuss repeat guests seem to notice that general attitude and reviews tend to degrade with each visit. I think it might be the same phenomenon as when a guest stays for longer than a few days. The longer they stay, the more time they have to either have a mishap of some kind, or discover some inconsequential anomaly that most would either not notice, or not be bothered by.

[Laura2592]

@Pat271 yes! It seems like less of a "vacation" and more of a living situation. I think its the same philosophy as when you tour houses to buy. They never want you there for hours at first-- just the impression and the emotional reaction. Then once money is actually in play you can go through it for your inspection with a fine toothed comb. 

[Z-2]

Generally, I like returning guests. Most of them, you know they won’t make trouble and there is no bad surprises. But as you said, the more they return, the more they feel like their home. I have a guest stay a week every summer for ten years and they told me they feel like stay at their second home. So they generally a good guest, when they find something wrong with the house, they just told you but not complaining. Most return guests are good. But this year, I have a guest tell me they really like my house, but only give me 4 on value, another 3 4th on different categories even though give me a 5 on general score. But have reserved my place for next year at the earliest when the calendar is open (one year advance). I am not sure what she’s thinking and what rate she will give it to me next year, at least make me kind of nervous.

[Colleen253]

@Z-2 Personally, I would not accept a booking for a return guest who starts giving low ratings.

[Z-2]

@Colleen253 I have instant booking on. I didn’t expect it. But once it booked, I really don’t want to cancel it by go through Airbnb CS.

[Colleen253]

@Z-2 Well now at least you know to hit 'would not host again' or block them. 

[Mike-And-Helen0]

@Colleen253 @Laura2592 @Debra300 @Brian2036 @Kelly149 I would not host that guest again, either.

[Colleen253]

@Laura2592 Interesting to hear someone else's perspective on this. We've had many returning guests, and they've always been lovely. I appreciate when it's returning guests, as I can relax a little more. Ever since our absolute nightmare in the first few months of hosting, I always experience a twinge of anxiety with every new guest checking in.

[Kitty-and-Creek0]

@Laura2592 

Ours is a very unique Destination, so the more often a guest returns, the better. What we offer cannot be found anywhere else, so we are thrilled that we are so appreciated. Return guests know their way around, so we say they can arrive after check in time is over; we do not need to show them around. We just leave the front door unlocked and they can just slip in whenever convenient. If they tend to feel like family, that is even better. To us, that is the ultimate compliment from a guest.

[Kelly149]

@Laura2592 Like you, we’re constantly tweaking pricing and in general that has an upward trend. So, it can be that they end up thinking “well, I like it, but not $100 more like it”

also, most hosts would say that they want the space to be at least somewhat better than the listing portrayed & that trick doesn’t work the second time around. 
I think the real trick to stress free return guests is hosting them off-platform. Then the review situation is resolved & the value situation is resolved. 
and barring that, if a subsequent visit is less enjoyable for them (or you!) then I wouldn’t hesitate to click the “would not host again” button

[Laura2592]

@Kelly149 yes you hit the nail on the head on several points. We do adjust prices upwards and returning guests often want "their old price." So if we make any concessions, its a loss for us over a new guest. 

We also try to upgrade quite a bit, but depending on how often they return there may not be a lot of upgrades between April and June. And this can work the other way as well-- one returning guest wanted some old furnishings we replaced because they were used to them. 

We also have one lady and her group who rate us lower on each visit. I won't book with her anymore. She has offered to buy the house and I have refused, so her ratings seem to be based on her own vision for what the property should be/frustration that I won't sell it to her.  I am pretty uncomfortable with her generally and worry that she will squat or do something to try and force a sale ("accident" while she is there with a big lawsuit, some kind of spurious identification of an environmental issue, etc. I know its paranoid but she puts me on edge.)

We do have some awesome guests who return and it can be less work in terms of telling them where things are in the house/ attractions in the area. 

[Debra300]

@Laura2592,

Your post must have sent out telepathic waves, because the return guest that I mentioned just contacted me yesterday asking to book for this coming Thursday.  

[Laura2592]

@Debra300 oh no! Mr. Messy?

We just got a return booking as well. I need to be careful!

[Debra300]

@Laura2592,

Yep, that's the one.  He's a very pleasant man, and never quibbles about the rates, but is definitely used to staying in places that offer housekeeping.  When he comes this time, I am going to tell him that we usually wait 24 hours before entering a space after checkout so he needs to tidy up after himself (e.g., dispose of food and beverages out of cookware and diningware, throw away his trash in the outdoor bins, wipe up spills, and leave used towels only in the bathroom).  I am also going to tell his teenage daughters not to remove the mattresses from the beds (last time they put the trundle bed mattress on the living room floor, and stained and soiled the linen).