Over my 2 short years as a host with Airbnb, I have thought many times about which skills, experience and attributes might help achieve the best reviews and that elusive Superhost status. Which ones would make the difference between being a 4 star Host, and getting enough of the 5 star ‘happy guest’ reviews to be (and stay) a Superhost? How many of these would I have to acquire?
Here are just a few of the Superhost traits/skills I came up with (but still haven’t mastered!):
Property Manager; Marketing Genius; Customer Service Supremo; Skilled Negotiator; Interior Designer; Emotional Support Counsellor; DIY Handyman; Accountant & Tax Advisor; Paperwork Lover; Facebook Detective; Communication Specialist; Trip Advisor; Social Media Guru; Toilet, Shower & Laundry Genie; Therapist & Listener (addedbonus to have the patience of a Saint)…………..
Seriously though, over time, I have come to the realization that really only TWO attributes/skills are essential and are the real difference between a Host and a Superhost.
These are: Communication & Graciousness.
But, as my father used to tell me - it’s not what you say, so much as what you do, that proves who and what you are…. so, as part of the Community Celebration Month, let me share some of the beneficial lessons I have learned along my Airbnb hosting highway (and how delighted I would be to know that something I share here might be useful to another host as well) 😊.
Over the last 2 Years, I have hosted 107 stays (1-7 nights max.), and achieved a 97% review rate (104/107 reviews) and 100% 5 stars. And 6 guests have made return bookings. Now I know I have a great property and this makes it easier to get these great statistics, but I also know that the extra effort I put into the interaction with my guests makes that extra difference. It’s a fine line of course – and I must admit I am a little afraid that I may be ‘jinxing’ myself by saying all these things – but I think it works and after 100+ guests/reviews the stats speak for themselves - so I hope you may find something of value here for your own benefit.
Here are my top 10 tips for achieving (and keeping) Superhost Status.
#1. YOUR LISTING. Make your listing accurate, honest and complete – think of it as YOUR CONTRACT with Airbnb, as well as with your guest, so make it good. Take the time to work on it – a great listing can bring in 25% more bookings. Guests look at price, location, price, photos, price, reviews - and then the description (if they even read it all, but still, it is your contract so make it inclusive). Make the effort to look at other listings that stand out to you and compare – find some good examples of rules and descriptions and use them in your own listing. Positive, brief and upbeat sentences of both the area and your property really do help give your guest realistic expectations – less is NOT more in this case - so remember, be honest, and “under-promise and over-deliver” (see #4) for the best results.
#2. COMMUNICATION – Respond as quickly as you can to every inquiry and be enthusiastic and grateful in each and every message. I have several ‘template' messages I send to guests – at the initial inquiry, at booking, on first day, and after the stay. It is definitely an extra effort, and tiresome sometimes to be honest, but the results are worth it (shown in part by the 97% review rate). Thank your guest for choosing your listing – remember they have plenty of other choices out there. Always send a brief welcome/check-in message on the first morning – it shows you care about their stay and it can help bring forth any questions, possible repairs or missing items – and it also serves as a useful backup with Airbnb should a guest ask for a refund later but did not respond to your message when they had the chance. And then again within 24-36 hours of guest leaving – I send a thank you message and review reminder.
(Examples of what I send each guest are at the end of this post. Feel free to copy/use any of them. All saved as templates in the Airbnb message system which makes it easy to send each time with just the addition of the guest name and the day they arrive).
#3. WELCOME GUESTS IN PERSON. I know, this is not possible for every host – but if you can - do it. Humans make assessments of others within the first 4 minutes of meeting – so smile and be enthusiastic right from the start! Explain a few useful things about the room/home/area and point out a few extras/treats left for them. Tell them you are there to make sure they have a wonderful stay – and fit in a few examples of how and why you care about the place or what things mean to you. It is proven that guests will care more for someone’s personal home as opposed to a generic vacation property. Tell your guests that you have tried to think of everything they might need to have a great stay – and mean it!
And leave a Welcome note inside. I use a small magnetic white board (best $3 purchase ever!) on the refrigerator that shows my handwritten note:
Welcome (Taryn & Robert)! – Please help yourselves to anything here, and please let me know if there is anything else you need to make your stay an even better one. Call or text anytime (xxx-xxxx). Enjoy!
Over 50% of my guests then leave their own reply/personal thank you message on that board after their stay (I take a quick pic on my phone before writing out a new message for the next guest – it’s a nice reminder of the guest and makes a great photo to put in your listing photographs!)
#4. UNDER-PROMISE and OVER-DELIVER. You can’t expect excellent reviews for just delivering the basics (a nice room/house). You are getting paid for that, so give the guest some unexpected ‘extras’. Yes, these cost money – but remember how much your guest is paying, including the extra fees that Airbnb charge, as well as local taxes. It adds up, and the few extra dollars can be costed into your daily rate without pricing you out of the market. The reviews will show potential guests that you value and look after your guests, and that is what Airbnb is all about. Extras can include a personal welcome, local info on events/weather/directions, some breakfast items, champagne for celebrations (supermarkets now sell good quality sparkling wine/champagne for under $10), a chocolate or two, some fruit (green apples last for a month and look nice in a bowl on the kitchen counter). I have even made a small picnic basket into a s’mores kit – filled with a few marshmallows, chocolate bar, graham crackers and roasting stick – perfect for the outdoor fire pit. Don’t tick the breakfast box on the amenities list – but leave some basics in the fridge/cupboard as a bonus – juice, butter, eggs, bagels, milk/creamer for tea/coffee. Easy pancake mix in a storage jar on the kitchen counter – cheap and long lasting. No guest books a place just because they say they provide breakfast, so you won’t miss out on any bookings because you don’t tick the box – but your guests will be pleasantly surprised to find out you have stocked a few ‘bonus’ items just for them. It really does make a difference.
#5. NOT GREAT GUESTS? Take a breath and remember the guest paid, turned up and left. So what if they turned up late with no apology, were messy, left the lights on, let their dog poop all over the driveway (and didn’t pick up), broke a glass and didn’t mention it or dyed their hair in the sink and ruined a towel. After all, this is what you signed up for – money in exchange for a room - not to meet people who are as tidy as you, or to make some new best friends. The next guests will be better!
#6. BUT GIVE GREAT REVIEWS. It’s part of that ‘Be Enthusiastic’ modus. Even for the average/OK/irritating guests - keep your reviews honest and civil. Really. It isn’t important to spell it all out in a review. Just let it go. It may seem important at the time, but in reality, no-one else cares as much and it will pass. An unfair or mediocre review will fade with newer, kinder reviews and future guests understand and can figure things out themselves without you showing yourself up by being petty or personal in your review. Never be emotional in any review or response. Just bite your tongue, take the high road, bank the money and move on, it will be more beneficial to you in the long term.
#7. USE - AND LEARN - THE AIRBNB SYSTEM. Of course it does help if you prepare yourself to handle most problems yourself – but should there be any serious problems or damage, deal with it quickly, contact Airbnb immediately, use the Resolution Center, and keep all communication brief, professional and on the Airbnb system. I mean that - keep ALL guest communication on the Airbnb system - it is the only evidential proof that Airbnb will ever accept, and provides valuable backup in case of any problems with guests.
#8. LOVE THE COMMUNITY CENTER. It's the best part of the Airbnb system. So many wonderful hosts around the world give up their time (free of charge) to answer, help and give advice to others. I have learned so much here over the years by reading, asking, and learning from other contributor's posts. It truly is a marvelous resource for knowledge and sharing.
#9. BE GRACIOUS – karma is real and your tolerance will be rewarded, somewhere along the line! And I will just mention cancellations – they shouldn’t happen too often, but when they do, write a short message to acknowledge the cancellation and that you understand and hope to host them again one day in the future. Part of that ‘Communication’ essential. Onwards & Upwards!
#10. Remember to TAKE A BREAK. As tempting as it is to keep an open calendar and get lots of bookings – having a few planned days off now and then really does help to keep fresh as a host and your guests will benefit also. And last, but not least, be kind to your partner/significant other - who is often on the receiving end of the inevitable stress we put upon ourselves as we strive to maintain our self-imposed, impossibly high, hosting standards!
Thank you for reading 😊
Happy Hosting, and may 2019 bring you all the happiness and success (and 5 star reviews!) you desire.
Rachael x
EXAMPLE TEMPLATE MESSAGES
1st MESSAGE SENT IMMEDIATELY BOOKING CONFIRMED
Hello (Taryn)!
Thank you so much for choosing our cabin - we would be delighted to have you as our guests.
I will be in touch again closer to your dates with directions etc. and please do not hesitate to let me know if you have any questions or requests - we want your stay to be a special one!
Best Wishes,
Rachael
2nd MESSAGE SENT 2-3 DAYS BEFORE ARRIVAL
(Taryn),
I wanted to touch base and let you know a few things before your stay at the cabin on (Friday).
The cabin will be ready for you anytime after 3pm. Please do let me know if you think your arrival time will be after 6pm.
The kitchen has plenty of spices, oils, condiments (mayonnaise, mustard, ketchup & sauces), and we have stocked up the fridge with some breakfast items for you (pancakes, milk, eggs, bread, butter, tea/coffee and a few treats) so bear that in mind when you bring your groceries.
Driving Directions:
(Please also refer to the detailed instructions in your itinerary and the listing)
* Always take the route through Murphy town itself, or program your gps to go via Hiwassee Dam Access Rd if you are traveling from Tennessee or up north (other short-cuts suggested are slower, winding, dirt roads and will make you crazy at the end of a long drive!).
* If using your cellphone as a GPS - you may lose signal once you leave Murphy.
So text me when you get to Murphy (also your last chance to shop groceries, there is a Walmart, Ingles & ABC in town), and I will meet you at the cabin to check you in and show you how everything works.
See you soon!
Best Wishes,
Rachael x
3rd MESSAGE SENT FIRST MORNING OF STAY
Good Morning (Taryn & Robert)!
It was lovely to meet you yesterday - and I hope you are finding everything you need at the cabin.
Please do let me know if there is anything I can do to make your stay an even better one - just text (using the Airbnb system) anytime.
Best Wishes,
Rachael 😊
4th MESSAGE SENT 24-36 HOURS AFTER DEPARTURE (I always try to write this message & submit review first before the guest does)
Dear (Taryn & Robert),
I am sure you are only just settling back in after your trip, but I just had to write to tell you what fabulous guests you were!
Thank you for staying with us and I really hope you had a good time. You both were such great guests, and so tidy - I could hardly tell anyone had stayed, you really didn't need to do so much!
This is the review I have left for you. I hope you can find the time to write a review for us - with Airbnb the reviews are so very important - they're one of the major factors people use when choosing a place to rent, and it helps guests find our cabin in the search lists.
"Taryn and Robert were truly wonderful guests! A charming couple with excellent communication before and during the stay, and they were very respectful of the cabin and the location. So 5 stars across the board for Communication, Cleanliness and House Rules. Thank you for choosing our cabin for your special get-away and we hope you'll be back soon!"
Thanks again - it really was nice to meet you both!
And if you ever want to come back, and I hope you do, there'll be a 10% 'Great Guest' discount applied to your booking.
Best Wishes,
Rachael x
