Educating first-time guests

[Lizzie]

Hello everyone,

I hope you are having a good week.

We know how much time and effort you all put into welcoming your guests and making them feel at home.This is why, when you have guests booking on Airbnb for the first time, we want to set the right expectations for you and your home.

If your expectations are misaligned, this can lead to less than ideal trips and reviews, which is discouraging for everyone involved and something that has been mentioned here in the Community Center before. So to help these travelers understand the unique, local experience they can have when they stay in your home, I wanted to let you know that we’re reaching out to educate first-time guests before they arrive at your doorstep!

To find out more information about this take a look at this blog article.

Do you have any handy tips on how you manage expectations for your first-time Airbnb guests?

I look forward to hearing from you.

Thanks,

Lizzie

[June-and-Rich0]

HI Lois, 

The system calculates all of your other rates based on your nightly rate, so it's automatic. You can choose the discount percentage you want to offer for weekly and monthly rates, and it will calculate it based on your nightly rate, so you can multiply it out or just put in your percentages and then check the listing to see what comes up. Do you know where the rates are put in on your account? 

[Thomas-and-Ramona0]

I recommend using the cleaning fee to essentially raise the rate for one- or two-night stays, as well as giving small or moderate weekly and monthly discounts.

Ramona

[Sheila146]

I also would like to ask a higher rate for 2-night bookings and at the moment the platform doesn't do that. I did raise the cleaning price a bit. I have also sent in feedback on this issue, and the more of us who do the more likely and sooner Airbnb will add this feature.  You can also raise prices on the weekend.

[June-and-Rich0]

Hello, I usually try to engage them in conversation and find out how much they have read on the listing. Most people are not reading all of it, so I've shortened it and tried to make it less time consuming to read, but sometimes they still don't seem to see it all, so I ask them a few questions. They usually tell me that they are new to Airbnb and I make an extra effort to make sure they know key things about how the site works and how things are communicated on their end, to the extent that I know it. I tell them again what type of arrangement we have, since we live here, also. I ask them if they have seen all the photos, since there is a lot of information in the photos and descriptions, I also sometimes ask them if they have any specific requirements or expectations, and whether or not they have transportation, etc... if they have not asked me about that first. I like to make sure that I understand their expectations of what is here, before they book, but sometimes it happens afterwards. 

I have found that new guests miss something about how Airbnb bookings work, or something in the listing, and I try to have a casual conversation to find out what they may be missing, so I can let them know and manage their expectations, as well as mine. 

I've found that key things new guests are interested in are:  transportation in the area, grocery shopping  and restaurants in the area, availability of laundry and who else may be in the home.

Hope this helps!

[Pixie-And-Richard0]

I am so glad to know that first time guests get an email to prepare them for a "home" rather than a hotel.  However, I do not see where they are told that they should not expect to have their room cleaned every day.  The cleaning fee is very misleading.

I know that it means that I will clean before and after their visit.  I cannot find anywhere that is clrified for the guest.

I have written to customer service about this as well as it needs to be clarified upon making the reservation.  It would be wonderful if you could iclude that in your email.  

Thank you for what you do.  This forum is so helpful.  I had no idea that guests get an email prior to arrival.  Bravo!

[Diana305]

Hi @Lizzie, 

I like that Airbnb is taking steps to educate first time guests. Like other commenters, I find that many guests barely read anything before booking. Personally, if I am looking for a nice travel experience, I'm going to read everything, look at the photos and the reviews. I would like to suggest some different wording.

Airbnb said: "Each host puts a lot of care into their home so make sure you respect their rules, their space and their neighbors."

It should say: "Each host puts a lot of care into their home. As a guest, you must respect their rules, their space and their neighbors. If you do not want to follow the host's rules after you have read them, book another property whose rules you will respect."

Airbnb welcome email says: "Respect your host's place - you may be staying in their home!"

It should say: "Respect your host's place. __95%__ of Airbnbs are in the host's home." 

I don't know what portion of hosts are hosting in their home (or a separate apartment in their home) but the language should say the guest must respect the host's Airbnb. 

The Airbnb welcome email says:  "Treat your host's home like it is your own."

It should say:   "Leave your host's home in as good condition as you found it."

I have had a number of guests, mostly international students or graduate students, who have trashed my Airbnb. Honestly, I don't know how they treat their own home but I want and expect them to leave my home the way they find it. I'm a newer host and have already had two sets of guests who did significant damage in a short period of time, without throwing parties or anything out of the ordinary. I am changing my house rules to include this change because apparently, some of the guests don't know how to keep their own house clean.  

I spent literally hundreds of hours getting the apartment ready for guests. When a guest causes damage, it takes even more of my time for me to repair or arrange repairs, causes me a great deal of stress and it can be very difficult to repair or replace things before the next guest arrives. 

The good news is that 98% of the guests are great, even wonderful, and I really enjoy them. Right now, the 2% have left be exhausted and despairing. If someone trashes a host's place, they should be banned from Airbnb because they are not acting in accordance with the spirit or the rules. 

Thank you for considering my feedback. 

Diana

[C-L-0]

I personally walk each guest through the home as to familiarize them with the space and verbally remind them of the most critical rules of the home that they may have breezed over (i.e., no hygiene items, products, food, etc. flushed down the toilets and the importance of insuring the home is secured upon every entry and exit). I also post printed 3x5 reminder cards (in 5 languages) in the shared bathroom that reads in part, "...remember to be considerate of others' need to use this space and mind your length/cleanliness." Although I am an on-site manager (I live and work in the home), once given the tour, I disappear but let them know that I am at their disposal for ANY questions or concerns.

[Juliana113]

Just a question (I'm a guest, not a host, so this may be the wrong forum...) as a guest (staying 3 nights), am I supposed to provide my own toilet paper?  There was a 1/2 a roll when we arrived...and no extra roll.  The host provided extra rolls (after several requests), but said it was a "favor".  Just thinking this is a bit much...and toilet paper (in sufficient quantities for a 3 day stay) should be included.  Thanks...

[Clara116]

Juliana, that is not cool that they left 1/2 roll of TP.................I think TP is NOT a favor, it is a must - of course, if someone is staying for a month then maybe supply for the first week but I am sorry you had that experience as a guest. I leave atleast 3 extra rolls for all guests and some use lots some very little. I think most host leave plenty of TP - it's kinda the thing we say - TABOO, never forget TP for guest.

[Patty-And-Beckett0]

We provide a lot of guest service and communication outside the Airbnb messaging system - primarily as a service to the guest when they use a messagoing system which is not via Airbnb. However, we ALWAYS duplicate ALL communication which could lead to issues ... such as the guest arriving later than agreed, any disagreement, any request to change dates or customize any part of the reservation ...

[Tomer4]

hi guys , im doing a report on airbnb ,
can anyone tell me if the app let u  see order detailes when ur offline?

[Edwin57]

My Dad and I when Iam with him, we go through everything about the place and tell them also were to shop for food at a good price the guest love to hear about good prices on food they can cook, the guest get to love love the neighborhood as they walk through 

[Kristi36]

My husband and I have been Airbnb guests a total of seven times, equaling about five weeks, in Europe and in America. After so many experiences, I knew exactly how I wanted to host and finally did it! My first guests stayed this past weekend, and yep--they were first-time Airbnb users. After reading the article posted here, I'm not sure what else Airbnb can do prepare guests because it seems pretty straightforward. I also prepared a detailed, but simple to follow home manual, laid out all of my expectations, even sent a message asking them to read the home manual before arriving, and yet . . . man. It's tough when nice people simply ignore basic rules (removing shoes, locking door when leaving). I've already learned some lessons about hosting new users.

Here are some ideas: I plan to prepare a special message for new users, something to this affect--although this is just a brainstorm: "Airbnb might seem a bit overwhelming as a first-time guest, so I would like to go over the basics. When you booked, you said you would follow your host's house rules. This is very important. Please reserve ten minutes upon arrival so we can review the house manual. It's very important that you have the airbnb app on your phone because it's the way that we will communicate. During your stay, you may have a question for me and I may have information for you that I need to promptly get to you. Also, one of the most important features of the airbnb platform is the reviewing process which happens after your stay. (I may print the airbnb info about this)."  Going over the manual is hard to do if the host can't greet them in person or if they arrive very late at night.

My guest seemed to really struggle with communicating with/through the app. I actually told him about the review process, and yet, he seems to have "messed it up." Before leaving, he and his family (7 people/three nights) expressed great satisfaction and gratefulness. His review (only one sentence) failed to include any stars at all. It's as if he wrote the text and then skipped the rest of the review process. I How can that be? I don't know if anyone has answers for that or has experienced it before? I wish the review process would only be considered complete if the reviewer actually gives star ratings.  I felt confident he would give a 5-star rating, and I feel sad at having missed out on this for the sake of attracting other guests and achieving Superhost status. Maybe airbnb could prompt someone with a message: "It looks like you forgot to complete some sections of your review!" 

[Sandra856]

Hi Kristi 🙂 A guest can't complete a review without giving stars. But you will not be able to see the stars giving at least they will not be shown on your profile before 5 guests have giving their reviews. So you just have to wait 🙂 I'm sorry my english is not that perfect 🙂 Kind regards, Sandra

[Sandra856]

I meant 3 guests not 5 🙂