Things we've learned from being guests

[Debra300]

We usually stay in short-term rentals when we travel and we often learn something that we find is helpful with hosting our spaces.  The following are some of the key things that come to mind.  Even if you have these items in the Arrival guide section of your listing, we still recommend doing them because guests may not be able to access the information on their mobile device (no data, no coverage, no power or no device):

1. Send guests directions that include the Google PIN and bus or train numbers to the rental, pictures that identify your space and the entrance, supplemental written directions (also describe the path to elevator or stairs, where /how to park, how to unlock a gate, etc.).  If the guest is arriving by metro/subway, often times, the station will have multiple exits to the street, so be sure to tell them the correct exit to leave the station.  Here's an example of the document that we send guests a couple of days before their arrival:     
2. Send guests the code to the building, elevator, gate or door.  We send guests the following message the day before their arrival:        Hi XX,
   
   We are looking forward to your upcoming stay with us. When you arrive to the guesthouse, please walk up the exterior stairs and ring the doorbell. We will greet you and check you in.
   
   You are staying in the Standard Studio-Room 2. For your reference:
   - Door code: XXXX
   - Wifi: KeepCool-Guest
   - Password: beausejour
   
   Debra
3. Send the guest the link to your guide book because it is often an overlooked item.  On your dashboard in the messages page with the guest, click the "+" sign next to the text box to expand and see the options.  Select Share recommendations, and the guidebook will be automatically sent to the guest.                                                                                             
4. Prominently display the wifi name and password, and any other codes that are needed during their stay, on placards that are placed on tables or counters, or a portrait sized wall-hanging.  We have tabletop placards in the living room and each bedroom:  
5. Have small signs with quick directions/guide for the operation of appliances and household items require more than simply pushing a button or turning a knob, and in multiple languages if you are marketing to international guests because the commonness of appliances is usually regional (e.g., tell US guests about the on/off switch for UK style electrical sockets, how to open and close a German window, how to use a lift-up door lock, etc.).  We had a trip in Europe a few years ago, and never did figure out how to use the European top-load washing machine that looks like it has a curved trap door under the lid.  We didn't contact our host because it was late and we were going to another city the next day.  This sign is located above the washing machine in our bungalow:  
6. Share information about events that are occurring which the guest may want to attend, or to inform them of any potential impact to their stay (e.g., extra traffic, no street parking, closures or service disruptions, etc.).  We are currently experiencing a water emergency on the island due to the severe dry season, and although we state it in the listing details, we include the following statement in the arrival message because guests don't read the description.                                                                                                        ***On May 14, 2024, a water emergency was declared on the island due to the severe dry season. As a result, there will be periods when our water will be supplied by our onsite storage tanks. We will share water conservation tips with guests and the washers will be unavailable. For stays longer than six nights, we may offer to wash a load of the guest's laundry when we refresh the towels midway through their stay.***
7. Arrange furniture in a layout that is comfortable to use.  If there is enough space in the bedroom to walk around the bed, don't push one side of the bed against a wall.  Also, if there is sufficient space to walk around furniture in the living room without knocking into something or someone, don't push it against the walls, especially if it will be under a window that's opened and closed frequently.    Refrigerators should be in the kitchen area Generally, place the television at a height where a person can see it by looking straight ahead from a sitting position on the sofa or chair.  TVs that are meant to be watched from the bed can be placed higher than a yard/meter above the floor.  Tilting the head back for extended periods is unnatural and causes neck strain. 

[Debra300]

Here are a few more items:

8. If you are catering to international travelers provide the standard hotel compliment of bed linen and towels:  a fitted sheet, a flat top sheet, pillow cases, bed cover or blanket; full sets of bath towels - face cloth, wash cloth, hand towel, bath towel and a bath floor mat.  Jumbo beach towels are meant to be used outdoors and not drying off after bathing; just get bath sheets or extra large bath towels.  You may not personally use all of these items, but your guests may expect them and most will appreciate having them available.  

9. If your place has an area to prepare food, provide an appropriate amount of good condition cookware, dining ware and glasses, cutlery and kitchen utensils (including mixing bowls, silicone utensils, can opener, grater, sharp knives, cutting board, and food storage containers), seasonings, clean sponge and dish washing detergent.  I know this is difficult to maintain because guests abuse kitchen items, and maintenance can be expensive and tiresome, but if it's not going to be properly equipped it's better to not list a food prep area as an amenity.  

8. If your listing says coffee and tea are supplied, provide enough items for each guest to drink at least one cup per day during their stay (e.g., 2 night stay for a couple = pods/coffee packs for four cups and  tea bags for four cups).  We stayed at one place for four nights and the host left one Nespresso pod and no sugar/honey/creamer.  Fortunately, I always roll with my own supply of coffee pods, tea bags and nut milk creamers, and don't use sweetener.  However, this lack of hospitality did impact our rating of the host.  

10. Put toiletries: shampoo, conditioner, body wash, hand wash, and lotion in small reusable bottles with labels instead of leaving large, opened and used commercial brand bottles of these items.  It looks like the host is being cheap and putting out a prior guest's left-behinds for future guests to use.  Yeah, waste not, want not, but it will look more personalized if you change the presentation while you're saving the environment.  

11. If you have auto-messaging set up, after a new Instant Booking, follow up with a personal message if you guest asked about something that's covered in the message template.  When we book a place, we usually provide details about ourselves and the purpose of ourselves (e.g., We are a mature couple who are traveling to meet friends and family, and it's our first time to XX.  Our flight/train/ferry on (name of courier and number) arrives at XX at XX time.  We ask the best method of transport to the rental if only the address is provided, and sometimes additional questions.).  It feels like the host isn't really paying attention to their guests when the response doesn't acknowledge what we've shared or inquired about.   We have an upcoming European trip, and this is a good example of a greeting message:  

Hello Debra,
Thank you so much for your interest in our house XX and we are delighted to be able to host you and help you discover our beautiful region!:)
The rental includes the rental of towels, towels and linens.
I have provided a minimum of extra when you arrive: toilet paper, garbage bag, cleaning product but also what you will restore if needed.
The idea of course is to replace what you take so that the next ones can in turn benefit from the same welcome as you.

Upon arrival you will find the beds made and the vital minimum on the equipment side.:)
Besides, if you like coffee there is a senseo coffee maker.
Upstairs there is one bedroom with a queen bed (160cm) and two 80cm beds in the other bedroom.

Depending on your itinerary, vacationers are used to shopping at the convenience store in the city center (on foot, ) or domino, or at the Leclerc /crossroads by car. The bakeries and all the other shops are on the street in the city center, leaving from the square .

A parking space is reserved for you in the courtyard . ( be careful, access to the rest of the courtyard is prohibited because it is private )

You can pick up the keys from 4 p.m. until 11 p.m. for self check-in . I will give you all the location information on the day of your arrival in the early afternoon.

Very nice evening. .
See you soon
XX

[Mike-And-Jane0]

@Debra300 Two thoughts on this very useful guide:

1) 1 cup of tea per person would not get me through breakfast let alone be enough for the day.

2) We bury our wifi code halfway down the apartment manual in a desperate attempt to encourage guests to read said manual.

[Debra300]

@Mike-And-Jane0,

Yeah, I fully understand that the types and volumes of beverages varies amongst cultures, and that's why I said at least one cup.  We provide an ample supply of coffee pods, ground coffee, instant coffee and teas bags.  Most of our guests appreciate it even if they don't drink the beverages.

I think the wifi info should be prominently placed because the guest may need it to communicate as soon as they arrive and before they've had an opportunity to read a manual.  

[Karen114]

@Mike-And-Jane0  Great tactic!  I have done the same, they just message me asking for it 😂

[Debra300]

@Karen114,

Do you give them the wifi info when asked, or tell them to look for it in the guest manual?  As a person who does a lot of international travel, I have run into quite a few instances when I needed to get online asap (e.g., there is an urgent matter at my job that I need to handle), and I would be quite perturbed if I have to contact the host to get wifi info because it is not easily visible in the rental.  I would be especially heated if this surprise treasure hunt game resulted in my tardiness or missing an important event, or I had to pay international roaming charges to reach the host or log onto Airbnb to try to find the info in my itinerary.

[Karen114]

@Debra300 Yes most certainly if a guest contacted me asking for the code I would give it to them.  We also have it in the very detailed guide that is sent to them 5 days prior to arrival.  We also have it posted on the Fridge and or near the router on a sign. 

[Kitty-and-Creek0]

@Debra300 

Here in California we no longer use the small bottles of shampoos  (etc) as a reduction in single serve plastics. The large refillable bottles are eco-appropriate here.

[Debra300]

@Kitty-and-Creek0,

Cool, that's consistent with the advice that I shared with hosts.  Instead of leaving out the large bottles of liquid toiletries and cleaning agents, pour them in smaller reusable bottles and label the bottles.  We use 8 oz. bottles and refill them from the larger branded bottles.

[Ana2038]

@Debra300 , I wholeheartedly agree on leaving instructions for the major appliances. The place we stayed in Barcelona, had instructions once I found them, (I had to search every drawer in the kitchen to find them) on how to use the washer and stovetop  but not in English! Same goes for coffee maker but I figured that one out. It would have been nice if instruction(s) of the major appliances were easily available and in English. It would also have been nice if listings state whether or not there is a dryer. I understand some washer and dryer are combined into one (had one in Lisbon) but the listings in Spain only had washers. My mistake for assuming that the washer was a combination washer and dryer like we had in Lisbon. We had to rely on drying racks and placed the rack close to the multi split so that our clothes would dry in a timely manner. Felt bad having the multi split on during the night but that was the only way to ensure our clothes were completely dried (wrinkled but dried).

[Debra300]

@Ana2038,

I now use Google Translate to decipher text from a picture, sign or paper:  https://support.google.com/translate/answer/6142483?hl=en&co=GENIE.Platform%3DAndroid.  

Be sure to scroll through the complete amenities list, because Airbnb displays the excluded popular items at the bottom of the list.  This is a screenshot of a place that we've booked for an overnight stay for an upcoming road trip.

[Karen114]

@Debra300  Great info !   I recently just added  a pic of the driveway entrance of our complex in Mexico.  This was after I had to facetime a guest and guide them like I was driving with them lol.  It was very stressful as I am not the best with directions.  

[Marg11]

Often guests ask lots of questions in separate messages before arrival for a 2 night stay, which indicate they have not read the online accommodation details or house rules. This is both frustrating and time consuming. Some booking guests don't bother sharing these details with their other guests which leads to more basic questions and lack of knowledge of what to do with rubbish and what requires recycling in our city. However, I politely reply, with a smile if face to face. As an ex teacher, I stop if the guest is distracted and wait for their full attention, resisting the urge to reprimand them.

When a guest complained to Airbnb that the en suite was off the bedroom and guests sleeping in the lounge had to walk through the bedroom to access the bathroom, I retreated into quiet silence.

However, other wonderful guests arrive having read everything on line and ask intelligent questions about our local government environmental policy or local areas worth visiting.

If you are in the short stay business you certainly meet a range of humanity.

[Debra300]

@Marg11,

Yes, it's true that many guests don't read the listing description or house rules, and Airbnb's recent update will contribute to this because the listing pages now have jump links at the top to photos, amenities, reviews and location, and totally overlooking most of the areas where hosts write content.  I am going to add text on the photos and have more images of written content about key information.  This way, a guest is more likely to see important information.

[Mark3018]

I also immediately reply when they book with a quick summary of what to expect. This also helps to manage expectations so they can still cancel within the cancelation window.