03-18-2017 02:50 PM
I have been an airbnb hostess since 2011. One would think that due to my reviews I would be at the top of the list. Not so. Only newcomers are on the top.
At first I used Airbnb income to pay upkeep. Now it barely pays enough to wash the sheets.
I think that totally unfair. I think Airbnb should promote its long time hosts and hostess with records like mine before all other potential hosts.
03-18-2017 03:01 PM
Ah, the good old days... I remember when there were only a dozen airbnb locations in our city! Certainly made it easy to stand out.
Now, we've had to up our game so to speak: better pictures of our place, better linens, more appliances and goodies in the kitchen, etc.
Airbnb also has the new(ish) Superhost badge that one can earn with fast respond times and after only a few guests have left high-star reviews. I don't know whether the Superhost designation is available in your country, but it might be worth looking into!
03-18-2017 04:48 PM
My advise is to try to achieve Superhost status. It is hard and sometimes frustrating work, but I have observed that Superhosts are often at the top of the listings. (I am not sure what Airbnb's policy is for the order of their listings. It would be good to know.) Are you just good enough, or do you try to provide an outstanding experience that your guests want to go home and tell their friends about?
For me, I try to apply the same standards that I have experienced myself in a luxury resort. Of course I cannot reach those standards, but the at least the trying makes my guests' experience a hell of a lot better.
Maybe you should go stay at a Superhost's property and see what it is that makes them different.
03-18-2017 08:01 PM
Andrew sounds like good advice.
I am hoping to become a superhost in the near future.
Enjoy your guests and give them an enjoyable experience in your home.
Kind regards Mary
03-19-2017 10:35 PM
superhost...all you need is one guest to act like they are staying in the Ritz Carlton and you will not achieve this.
Airbnb has quickly become about money for them, they don't care about who makes them that money.
They went from a ''social'' company, to a heartless Corporation overnight.
03-20-2017 10:25 AM
So it seems this way! I have always had very good reviews and feedback. Recently had a very disgruntled guest, it was hot when she arrived, I was two minutes away, she thought she had place to herself (although) my site does not say this. She complained about everything, now air BnB are saying I may be suspended?? I can't believe this? There seems to be no rights for hosts? They do not seem to listen to what the hosts are saying or realise it's possible to have a demanding unrealistic guest.
03-20-2017 11:05 AM
I want to address this because personally I have had very few horrible guests and when I have Airbnb has been on my side and things were resolved to my satisfaction. BUT I have a friend that I introduced to hosting and she has had more than her share of problem guests and has yet to have a good CS experience or for Airbnb to support her & I have heard this from other hosts. So, why are my experiences producing a positive outcome for me?
1- Document everything, especially related to the guests issue. I take photos with time stamp after my cleaner leaves and before the new guest checks in & I take time stamp photo when they check out.
2- Keep as much of your communication with guests in the Airbnb system; this helps in documenting complaints and your efforts to resolve, and Airbnb can quickly access them to read what guest & host each say. ** Keep all your communication professional, non-emotional & to the point of the problem. If statements have been made in person or via text or phone refer to those so they now become documented on the Airbnb thread. ie. Per our conversation on the porch concerning....
3- Call Airbnb as soon as the problem arises. Often the first person to call in & tell their version of the problem gets the advantage & sympathy of the CS agent, so they don't intend to take a side, but it is human nature, so get your side told first.
4- When communicating with CS stay professional, keep emotions out of it. Be detailed specific to the problem and don't go off on a tangent. State when you have done to resolve the problem or what you are waiting on to resolve the issue. CS has told me in the past, "We appreciate that you are doing so much to solve the problem, because some hosts do not." Yes, some guests make crazy demands, but as much as possible I do try to meet them and that effort goes a long way with Airbnb CS.
5- If you have damages that require financial ompensation it is a good idea to have receipts of the original item and provide receipts for the replacement or repair cost.
6- There is truth to the saying, "You catch more flies with honey" be nice to the problem guest, and definitely be nice to the AIrbnb CS.
For me, attitude is everything and I can not controll a demanding or ungrateful guests attitude, but I do controll my own attitude and I try to approach problem guests with gratitude for bringing to light something that I might be able to use to improve all my future guest experiences. Yes, some guests have unrealistic expectations, or they have an image in their head and when they arrive it doesn't match. That is why you want to be transparent in your Airbnb description, do not oversell with misleading terms to get bookings because you want a happy guest, not a disappointed guest. Hope this helps.
03-21-2017 03:22 PM
Many thanks for your words of wisdom. We are about to start hosting and your experiences are really helpful.
03-22-2017 12:19 PM
I agree with everything you said. I have had a couple problem guests...and i called Airbnb first to report the circumstances. One guest I requested to leave and she ended up deleting her profile, another trashed my kitchen and dining room the day before they were to leave and they deleted their profile, and stole property of mine which Airbnb promptly reimbursed me. As soon as I saw trouble on the horizon I communicated with Airbnb and also made sure my communications with the guest were on the platform, when possible. Thus far they have been wonderful to me.