2 Years Later - 10 Pieces of Advice I'd Give To Myself As a New Airbnb Host!

Spencer-K0
Level 10
Logan, UT

2 Years Later - 10 Pieces of Advice I'd Give To Myself As a New Airbnb Host!

2 years ago I began my family business and Airbnb adventure by listing my cabin in Bear Lake Utah as available to rent. I now own multiple properties and manage multiple more for others in the area.

 

My Property

I've now gone through the good, the bad, and the downright ugly.  I've had some amazing experiences meeting people from all over the world, I've had some horrible headaches caused for me by guests.  I've loved Airbnb and I've hated Airbnb. I've endured crazy winters and dreamy summers.  I've been a Superhost, lost it, and got it back again. I've gotten stellar amazing reviews and I've gotten straight rotten ones.  Among all of that this is what I've learned and what I would tell myself if I was starting again:

 

1. Document everything: Before, During, After

Before - Take pictures in high definition of every square inch of your house.  Literally, break your room up into quadrants and classify each quadrant.  Specific details you will look back on later, paint chips, holes, wear and tear, it will give you a base-line to compare damage to. Additionally, create a google spreadsheet of every item in your home, where you got it from, a link for a replacement, a picture of the receipt if you have it.  Categorize items by room.

 

During - Some people oppose to this, but get video surveillance for your property; both inside and out.  I have one internal camera in the main living room by the front door, and two outside watching my back deck and front door.  This becomes particularly valuable in disputes.  You have proof besides photos of dog hair that "could of been there when they arrived" (for no pet policies), or threw a party that got out of hand, or heaven forbid, walked out the front door with some of your stuff. Always make sure you disclose that your property is under video surveillance to abide by Airbnb's Terms & Conditions. My favorite is the Nest Cam for Outdoors, the 10-day playback subscription has paid for itself time and time again as a burden of proof.

 

After - I have created something I call my "100 Point Checklist". I have well over 100 items to check throughout my property after my guest leaves.  Some of the key things on my list: count the towels, check each wall for holes/nicks, check the HDMI inputs on the TV, document any new scratches in the wood floor, check each comforter for stains, check couches for stains/things that got underneath, check all windows, check the carpet by room for stains, and many many more.  This allows you to truly document the wear and tear in your property vs the damage and plan accordingly to address each.

 

2. Automate Your Property

While some hosts enjoy the thrill of spending time with their guests.  I have found 95% of guests do not want/require the interaction.  In these cases, I have automated my check in process.  This also helps me as I now have multiple properties (multiple forms of income) that are difficult to be in multiple places at once.  Key things to automate: Heater/AC & Front Door.  Everything else is extra and not really needed.  My favorite smart home integration is through Vera Controllers and connecting Nest Thermostats and the Kwikset 916 front door lock into the system.  I LOVE the Kwikset 916, it has a touchpad that you can change the code to the last 4 digits of the guest's phone number and let them remotely access the property, while still maintaining security.

 

3. Always Be the Bigger Person

I learned this lesson the hard way.  You will have demanding people, you will have rude people, you will host straight horribly demeaning people.  They will yell, they will curse you, they will demand refunds for largely unsubstantiated claims and for events that are sometimes out of your control.  I once had someone trash my property, he refused to be responsible and was so rude.  I let my anger get the better of me and told him what I really thought of him through the messenger.  It didn't make me feel any better, plus Airbnb decided not to award my claim case because of it.  Always take a second step back, breath, then address the situation. It always ends better.

 

4. Be Quick to Apologize, Then Quickly Go Above and Beyond

I once had a booking where I just couldn't get it turned around and clean in time.  I was 2 hours late for check-in.  Amongst hundreds of bookings, things like this will happen eventually. If I was in my guest's shoes I would be furious.  I quickly apologized, got them into my property and situated and quickly called the local pizza shop (which in Bear Lake is phenomenal). I had them hand deliver some gift card to my guest and told them pizza was on me.  What could have turned into a disastrous review, became one of my most glowing review that has netted me MANY additional bookings!

 

5. ALWAYS Ask For Reviews & Feedback

Here is the exact message I send to every guest after they check-out, "I work very had for 5-Star reviews as they help my business a lot.  This property is my small family business and a review goes a long way for us! If you enjoyed your stay, and wouldn't mind could you please write us a review about your favorite parts of our property?  Also, if you had anything go wrong or suggestions on how we could improve would you please send them to me in this messenger as we welcome your feedback and love to improve". This magic message has brought me more 5-Star reviews than any other property in our area.  It also serves as a release for guests to get the negative stuff off their chest before they put it in a review.  I've phrased it to seem like I genuinely want their feedback, which I do, and have learned some of my most valuable ideas to make my property stand out from this feedback from my guests.

 

6. Don't Respond, Instead Start the Conversation

So many hosts try to keep their status by being "quick to respond". Tell them the information before they ask for it, be good at communicating everything they will need to know. You will get better at this over time.  Remember, 80% of messages you need to send on Airbnb can be pre-written and sent at the opportune moment.  Some examples: Directions, Check-in Instructions, How is Your Stay Going?, Check-out Instructions, Review Request.

 

7. Forge Local Partnerships

Areas are dubbed the term "communities" for a reason.  It denotes the ability to help each other out.  Take time to create a recommended list of "things to do" or "my favorites to visit" then go to the people on that list and let them know what you are doing, that you will have guests you'd like to send to them.  Ask for exclusive discounts or partnerships.  Not only can this turn into a second form of income from the referrals, it makes your guest feel special and well taken care of!

 

8. Take a Trip Yourself

Get out and go somewhere.  Book someone else's Airbnb, take note of their style, and how they do things. Pay attention to what it feels like to be a guest.  Nothing is better for putting yourself in your guests shoes than by being one yourself.

 

9. Always Follow-Up With Guests

When someone sends you a request, they are likely looking at multiple other properties similar to yours.  They send multiple hosts requests, they get excited about their trip but then they wait to hear back from all the hosts, plus get feedback from those taking the trip with them.  If you have approved someone to book, and they haven't responded in 2-3 days reach out with a special offer and knock off 5% off the price. Everyone likes scoring a deal, help your guests feel like you will make it worth their while to stay with you.  This isn't a hard statistic, but I would guess this tip has netted me at least 15% more bookings.

 

10. Be Grateful

It is easy to get caught up in the hustle and bustle, it is easy to get frustrated with bad guests, it is easy to get overwhelmed by all the things to do with your property and life.  Take a second, step back and find some gratitude for the opportunity to rub shoulders with diverse people in your life.  Take a second to find gratitude for the extra income your property provides.  Take a second and be grateful for the things that make your life great! It will really help you enjoy the journey, and love what you do!

 

This was mainly for me as I look back on my journey. However, I hope it has some value to someone out there!

 

Cheers.

 

 

120 Replies 120
Karry0
Level 2
London, United Kingdom

Oh wow! This is such good content. Thanks Spencer for sharing. 

I couldn't agree more with what you have written!  We've stayed in airbnb's all over the world and just last year started renting out our own small apartment in our house.  Having keyless entry is one of the best things a host can do; lots of people, us included, really don't want to interact with our hosts.  We want to arrive, settle in, take the air, and relax.  This is part of what makes airbnb great.  

 

I would add an additional #11:

 

If you live in an area where there is lots of snow, hire a reliable shoveling company - especially if you, as the host, are not there all the time.  They also could handle your mowing in the summer.  

 

Cheers!

 

 

Desiree14
Level 1
Kearns, UT

Thanks everyone for sharing your experiences and tips, as a new Airbnb host was really helpful!

Zoe14
Level 2
Johannesburg, South Africa

@Spencer0: Great summary, thank you.  My take-out from this is to have some sort of register or ID verification.  So, I'm going to do a book in sheet, and scan a copy of their ID on arrival.  Just in case....

Things have been good so far, but my current guest is leaving me a little edgy, and perhaps I should have done this to formalise the process as well as give them the knowledge that "hawk eye" is watching.  Thank goodness I work and live in my Airbnb space.

 

My main tip to give - communicate! COMMUNICATE!  I respond VERY quickly, within 30-60 minutes of a request.  I always ask some questions to get to know the potenital guest before doing a final acceptance of the booking.  I thank them for their booking and let them know that directions and check-in details will follow closer to the time of their arrival.  This IS then done about 2-3 days before arriving and we make final booking in arrangements.  While here, I pop them a Welcome text and a quick reminder on the house access (I have access remotes and an alarm/panic system that can get complicated for some!).  I always do a full review and private feedback.  I have the wifi codes clearly displayed.  I have a welcome note by the tea/coffee tray in the kitchen.  I find that all of this just eases the way for guests and makes them feel extra welcome and comfortable.

Wow. Great article.  I particularly liked your Review request. I think I will adopt that. By the way does your video survelliance cover the bed room ( smile)

Great advice!!

whatcare your thoughts on allowing perspective tenants to tour the home prior to booking?

I will if requested. This tends to be people who are already in the area and not satisfied with their current arrangement.  It has always resulted in a booking. 

Why would you allow someone you don't know and have not vetted to go through your property, just in case they might book?   Airbnb is NOT a real estate company, the "guests" aree not purchasing the house, they have no "agent" who represents them, knows them and has vetted them for security,  and I have never checked out a "hotel" room before booking it.  This is your place with your personal items. 

 

Once they book, Airbnb has details about them, has vetted them, and they are a known entity to Airbnb.  If anything goes awry you have some recourse. 

 

I would be a bit suspicious of anyone who just wants to "see what my place looks like" before making a decision.  That's what the photos and reviews and listing information is for. 

 

Just saying....

 

 

Mohd-Shamsuri0
Level 2
Langkawi, Malaysia

Dear Spencer,

 

I'm Yati from Langkawi, Malaysia. I really enjoy reading your sharing info which I found very useful that I can apply in my area.

Some of the tips you mentioned (No. 4, 6, 7, 9 & 10) were also something that I similarly done. And you were ringht.

Thank you for sharing. If you ever come to Langkawi, do contact me and I would like to offer 2 night free stay and show you around our beautiful island.

 

Thanks & best regards always

Yati 

 

 

@Mohd-Shamsuri0,

 

Thank you for the kind remarks and generous offer! My Fiance and I will have to keep that in mind in our planning for 2017.  We've been planning to visit Thailand and Malaysia this year actually! It would be very fun to come experience your island and learn from your way of life! 🙂

 

Best wishes!

Nutth0
Host Advisory Board Member
Chiang Mai, Thailand

@Spencer-K0 

 

Thank you for your advice , I am newbie to Airbnb just open this year.  

I like a idea of "Forge Local Partnerships" and I do Ex. I make a welcome cookie with bakery shop near my house.

and my guests love it.

 

Another 2 advice I like is "ALWAYS Ask For Reviews & Feedback".

I alway ask my guests in their last day that it is something I can do more for make my place better. It help my guest open their idea and comment.

"Always Follow-Up With Guests" this one is nice. I will follow your advice. 

 

For your trip to Thailand this year . If you interest to visit Chiang Mai and want to stay in my list, Just let me know and I will give you some "special offer and knock off 5%" 🙂

 

Thanks & Warm welcome to Thailand

 

Nutth 

Monica282
Level 1
Taupo, New Zealand

as a new host in New Zealand of about 8 hours I was fascinated to read your post and thank you for it.  I have also noted that you are Utah based and come yearly to Salt Lake so I know where to go first when I want to stay on for a holiday! Monica

Another question for you- how do you vay the cost for different sized groups renting your place?  I can sleep 10 ( 2 + 2+2 and 4 in a bunkroom or we can stay put and take 2 less. How do I charge less for just 2 people?

Pal1
Level 4
Sydney, Australia

Spencer. Thanks for your great article. I particularly like the section about documenting everything before and after the guest arrives. I will be taking photos of quadrants in each room of my home and creating a detailed document of everything with a before and after column to tick. That and writing stronger house rules will keep me busy befoe I accept my next guest. 

Suzy9
Level 2
Columbia, SC

Spencer, your article was extremely valuable and timely to say the least. Thank you!  I'm still a fairly new host - not yet a year. I've had wonderful, stellar guests for the most part, but lately ... omg ...  between fake service dogs, wild parties, house trashings, guests who show up at 8:00 am instead of 5:00 pm, guests you turn cartwheels for and give discounts to out of your own generosity because they needed your help, and they turn around and give you a lousy 3 star review, not because anything was wrong, but because they love to hear their own self important rambling speculation on whether this thing or that thing would at some time in the future suit some imaginary person in an imaginary situation...  and one of my favorites - guests who lie about the number of people they're bringing. The last one made a reservastion for 1, after check out we found the house completely trashed, 6 beds plus the pullout used, unbelievable filth and unspeakables, it would take pages to tell all.  Oops - I'm sorry, I'm venting.  The point is, reading your article gave me hope and fortification to go on plus great tools to do it with.  It's fantastic advice and I've already adopted (personalized in my own words) your post visit message on reviews. I sent 2 out this morning.  Thanks again - your article is inspiring!  Suzy