6 Best Practices from a new Midwest Superhost

[Tim4476]

Being a Superhost on Airbnb isn't just about having a nice place — it's about creating an excellent experience for every guest, every time.

Responsiveness - One of the most important things is being responsive and available. Guests often have questions before and during their stay, and a quick response shows them you care and sets the tone for a positive experience.

Cleanliness - Cleanliness is critical. A spotless space goes a long way in making guests feel comfortable and confident about their choice. Investing in a reliable cleaning team or doing a detailed cleaning yourself makes all the difference. I have only received one complaint in a review in the past 6 months, and it was related to a single towel with an ink stain. I will add my cleaning protocol in a follow-up post if anyone is interested. 

Photos Matter - High-quality photos are another significant factor. Good pictures set expectations and attract bookings. Ensure your photos are bright, clear, and highlight every feature — both inside and out. Don't forget the exterior! A well-maintained yard, clean walkways, and an inviting entryway go a long way in making guests feel welcome from the moment they arrive.

The Little Things - Stock the essentials and more: cooking utensils, ironing board, iron, hairspray, shampoo and conditioner, coffee pods, creamer, sweetener — these are the little touches that make guests feel at home.

Navigate Challenges - When issues arise, address them promptly and fairly. Sometimes that means offering a discount or partial refund when something isn't perfect. Guests appreciate honesty and understanding.

Humility and Feedback - Some of my best changes and updates to my listing have been made by implementing suggestions based on guests' feedback on what they would like to see added. Ask for feedback and encourage a five-star review. After their stay, thank your guests, mention how much reviews mean to you, and kindly ask them to leave one if they enjoyed their experience. Feedback helps you improve and shows future guests you care about maintaining a top-notch property.

Being a Superhost means going the extra mile in terms of communication, cleanliness, amenities, and hospitality. In return, you'll build a strong reputation and keep your calendar booked! 

Perhaps you are better at this than I am; I am admittedly a newbie. Let me know what I missed. All the Best - Tim

[Seamie0]

How do you handle situations where guests leave subjective reviews that include factual inaccuracies—such as stating a walk takes 20 minutes when it’s actually 800 meters and Google Maps shows 10 minutes? Similarly, what are hosts supposed to do if a guest claims a clearly designated and legal bedroom is ‘not habitable’ or ‘not a real bedroom,’ but frames it as their opinion? Airbnb seems to allow these kinds of reviews under the 'subjective opinion' umbrella—even if they can mislead future guests. Where’s the line between subjective opinion and factually misleading content in reviews?

[Graham490]

Hi @Seamie0 

I think the answer is responding to the review with facts that address the "inaccuracies".

For example people do walk at different paces and may therefore take different times to make the same walk.. they are not wrong... but as you have shown  "independent Google" data allows the reader of the review  ie the next guest,  to make their own judgement.

If the bedroom issue relates to size.. then give the dimensions in your response.. let the next guest make their own assessment from your response. If the bed room is "small" then state that also in your on-line description of the room so that the next guest understands what they are getting before they arrive.

In relation to your question, you establish the "line" - both in your review response but also in your on-line description.

Regards, Graham

[Seamie0]

Thanks so much for taking the time to respond, Graham. I appreciate your input. It's frustrating that I can only indirectly address some inaccuracies by replying to the comments, but I can't challenge them. Airbnb support told me that if a reviewer says 'in my opinion,' the review can't be edited, even if it's about something factual like room size. So, if someone says the location is impractical, even though we provided the location details, there's nothing we can do, and it affects our Superhost status, which is really frustrating. For example, if someone gives a one-star review saying they didn't like the location, even though we provided it in advance, that directly affects our star rating and can't be changed.

[Mike-And-Jane0]

@Seamie0 It doesn't matter where the line is. Airbnb do not adjudicate on the honesty/accuracy of reviews so you are stuck with them whatever. @Graham490 's advice feels good to me

[Tim4476]

I am not a massive fan of the review process and how it is set up. Here is an example......

Let's say you're killing it, getting great reviews all five stars, and a different host in your city with more units wants to knock you off the top spot because you're hurting their cash flow with your perfect record. It would be easy for them to have a friend or family member book your place, then leave a less-than-great review, and mission accomplished.

Even if I can prove that a towel wasn't dirty or that the review was untrue, there is no easy way to correct this on Airbnb. Airbnb is highly competitive, and every review matters. The only solution I can think of is to reach out to the guest and offer a discount if they remove the review. 

[Robin4]

@Tim4476 

Hi Tim you have raised some excellent points in your post which would guarantee you of a steady stream of guests.

Unfortunately your listing is not currently showing up so we can't pass judgement on what you offer. But you have 1 good review and 33 great reviews, all built up over the past 6 months of hosting, so I can gauge from your guests reaction through the review process that they love you as a host and your property.

Tim, everyone has a differing idea of perfection. In my decade of hosting I have accumulated about 40 reviews that gave me a 5 star in every category but a 4 overall.....To some guests 5 star is that perfection that does not exist. Don't be disheartened if guests give you less than a perfect review, just accept it and remember the review process says as much about you as the host as it says about the guest! Don't take the guest to task, just thank them for their feedback and look forward to hosting the next guest. You can please some people some of the time but, you can't please everyone all the time.

To add to your points I regard the centerpiece of any listing to be the main bed. If a guest gets a good nights sleep on a comfortable bed they will be inclined to forgive other minor trivialities that were not to their liking. But if they roll around all night on an uncomfortable hand me down they will be brutal in the review process. A good guest bed is money in the bank!

My other point would be, give the guest something they were not expecting. If guests see you are going that extra yard for them they will reward you for it. I provide a complimentary cheese plate and a bottle of wine for every guest. Through negotiated deals it costs me very little but guests say they feel special.

Thanks for your post Tim, when starting off you need all the good advice you can get and I wish you well with your future hosting!

Cheers........Rob.

[Sonya81]

Wow Robin! Your encouraging post (to @Tim4476) is spot on! Pretty much what I have learned over the years. I do have some inherent difficulties in my space, so I try to acknowledge them, while highlighting what I can/do provide (many times, I am asked for variances and such, so I do my best to help guests out).

Also, when I write reviews, it is very rare that I can just run-whip one out for stays; I usually put a lot of thought in them because I write them for the next hosts, as well as the guests. Also, I have leaned heavily on the experience of communities like this one and the one on Facebook (research!). This support is invaluable!

Blessings and thank you again, Sonya