How to be a Superhost

Lizzie
Former Community Manager
Former Community Manager
London, United Kingdom

How to be a Superhost

Superhost.jpg

 

Hello everyone,

 

If you’re new here, welcome to the Community Center! The Community Center is a place for our global community of hosts to connect and share ideas.

 

Join this discussion to learn about what it takes to be a Superhost. Superhosts go above and beyond for every guest and often share valuable tips for creating great stays. From thoughtful gestures like leaving chocolates on pillows to welcoming guests with a handwritten note, there are many ways to be an outstanding host.

 

Do you have a favorite hosting tip? Share what you do to go the extra mile below. Click “Join the Conversation” to participate.

 

We look forward to hearing your tips!

 

Thanks,

Lizzie


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256 Replies 256
Louise231
Level 10
Manchester, United Kingdom


@Bernie-Dee0 wrote:

I struggle with the kitchen.......

I feel a bit bad, but I felt that I wasn’t able to use the kitchen myself. .......... My bedroom is off the kitchen so that had an effect on my sleep and privacy as well.

We’ll see how it goes- even super hosts get to have boundaries 


 

Sorry it won't let me tag Bernie but yeah i agree with this.

 

Kitchen off limits, yet you can still be a superhost.

 

It's sometimes better to give yourself a bit of space so you don't start feeling like your guest is an imposition on your 'space' all the time.

 

Guest ready clenliness is not the same as what I keep my kitchen like for me to use, not having to worry about having my post out on the kitchen table, having my washing around (or more likely bed sheets for the airbnb!), leaving crumbs after making toast. leaving the towel drying i use to rub the dog down after he's been out in the rain.... i coule go on!

 

But yeah when it's a shared house, i don't want to be 'on edge' just in case a guest wants to come in and use.

 

There's a fridge in the room, plus a kettle and supplies . It's much easier and guests are completly fine as long as they know in advance. If i didn't make it clear and then blocked them it might be fustrating it's never been an issue!

Hi Bernie, we have had similar problems occasionally with the kitchen, and we have a bedroom adjacent to it as well. The issue of noise can come up with the laundry as well. We have overall quiet hours and I make sure they are aware of them or have at least read the house rules. I give the guests priority on using the kitchen, don't limit kitchen time, but I do make sure to tell them about quiet hours. We live here and work daytime hours, so when we have guests that have early flights, I try to remind them about the quiet hours. So far it has been mostly good. I think most of the time when people do these things, they are just not thinking and are following their usual schedule, so they need it pointed out. I would suggest giving them a bit more time in the kitchen, it's a huge money saver for travelers and it should benefit you in ratings. I would just gently remind guests in your house rules that the kitchen is shared and to be reasonable about their use. 

 

Hi Huma;

IGreat Tips Huma ( How long have you been a Host?  My new ( two months ) has for the most part been a possitive experience. My past work did require me to travel all over the USA I did title review for gas pipelines and alternate rts. I have been and extended guest sort of. I do plan my own trip perhaps Aug to London. We may talk again.

Alishia

Ferns On The Water B&B

[Personal information hidden for safety reasons]

I felt that that when you live in the house it can be hard with a certain type of guests that ilke cooking and want to cook all the time.  Or with guests that use cooking ingredients that leave the place smelling like fish for i.e. for days. Thanks god most people don't, but the ones that do, ruin the experience for the rest.

 

So, I bought a fridge and a microwave for each room, and tea kettle, plus a britta jar for filtered water. To me sharing the kitchen is something I reserved the right to do only after I trust the person, If I know the person is considerate and delicate and has good cleaning habits, usually only with long term guests and with guests that earned my trust. I recently had a nurse and she was so clean and stayed for almost two months. I offered my kitchen for meals. 

 

I usually cook a meal with salad and stew and I do this at least once if not more for almost all of my guests with whom I socialize. I think I really enjoyed the company of most of my guest. And sharing a meal is fun, because it feels as if we know each other for a long time. When I cook my guests wash the dishes which is so sweet.


@Huma0wrote:

Hi @Lizzie

 

Some of the tips are already mentioned above, but I think these are the things that make a difference for me:

 

WELCOME: I consistently get 5 stars for this one, so it must be helping with the Superhost status! I am here for each guest's arrival and offer them a drink on arrival and to help carry their bags. I give them a proper tour of the house, which I never rush unless they are in a hurry/too tired. I check if there's anything else they need and let them know I am available to them.

 

DECOR: It might not be the case for every Airbnb, but I believe it's one of the main reasons guests book my place. The guest rooms are decorated and furnished with as much care, if not more, than I would my own bedroom. I make the beds up as nicely as I can and have extra thick mattress toppers to make them super comfy. The rooms are practical, but everything in them is also pretty!

 

CLEANING: I'm particuarly fussy re keeping the guest bedrooms spotless and I will offer to clean them again for longer-term guests. Obviously the house should be clean when they arrive, especially kitchen and bathrooms, but I've found that I often get 5 star ratings for cleanliness if the guests have seen me cleaning again during their stay. I don't just mean keeping the place clean, but them actually SEEING me in the process of doing some cleaning. It has some sort of positive effect on them subconciously!

 

INFORMATION: I have spent time building my guidebook and send a link to all guests (as well as directions to the house) a few days before arrival. I will send other information that might be useful, but play it by ear as some guests like a lot of help, whilst others don't. However, most like money saving tips! I'm happy to help with recommendations and if a guest asks me something I don't know the answer to, I'm straight on the computer to find out.

 

KITCHEN. Guests have unlimited access to a fully equipped kitchen and dining area, which most appreciate because eating out in London isn't cheap. I make sure each guest has a shelf in the fridge. Although I don't provide breakfast, there is coffee, sugar and a selection of different teas for them. 

 

COMMUNICATION: This is mostly covered in the points above, but I also try to be honest and accurate about my listing so as to manage expectations. Yes, I will highlight the selling points, e.g. how close we are to the tube station, but I'll also mention that a particular bedroom faces the road and can be a bit noisy. I let guests have privacy, but if I sense they want to socialise, then I'll happily sit and chat with them. I make sure to follow up with guests during their stay to see if they need anything and send a thank you message after they leave (and sometimes a gentle reminder to leave a review). 

 

THE EXTRAS: Most popular is the customised chalk board with the guests' names on them. I'd say 99% love this! As well as books, there are leaftlets on stuff to do in London and if I can, I also leave them local magazines with listings and recently I started collecting magazines in different languages too. As well as travel toiletries in the rooms and useful things like sewing kits, hairdryer, travel adaptors, there are full sized bottles of toiletries in the bathrooms labelled for guest use. At Christmas I leave cards and for birthdays and anniversaries. I tried leaving bowls of fruit, but these mostly went to waste. Sometimes I leave fresh flowers. I'm thinking of adding little pots of Spring bulbs when they come into bloom and maybe a sweet jar.



Hello I totally agree with all you have written I myself don't hear same but instead I offer small muffins or canele as I live in Bordeaux along with a bottle of wine my apartment is ancient with moldings stain glass three room with fire place I am very particular about cleaning and having my place spotless my apartment is situated in Centerville of Bordeaux with a view from the stain glass or the balcony called Porte de Bourgogne since I listed my apartment all of my guest gave remarkable reviews I even made friends with one of my guest I provide all shampoo, hairdryer fresh towels washing machine and dryer  etc for bathroom, Kitchen coffee tea etc, living room everything is brand new etc dinning table and chairs plus canapé brand new etc, bedrooms and linens all new.

But as much as you try hard to make your guest comfortable sometimes your liking is not someone's else taste , my deco I have succulents and catus they all compliment the decorations, I even bought two pouf/open out beds and order surmatelas protection so it comfortable, I have a working area office with desk all equipped with WiFi desk chair and books, I know for myself I do the best I can I host like it's an 5 star hotel and not an apartment I even fold towels into swans, sprit bed with lavender, my flooring is wooden it's always shines from the reflection of the stain bay window.

Communication with my Guest is unbelievable remarkable they are so comfortable with me that mist of them don't even message on Airbnb chat they send me text or Whatsapp I respond immediately to all request I am there for arrival with they keys total tour of the apartment and then present the wine and cakes etc, Upon departure I am there 10 mins for a walk through therefore I will continue to do what I am doing Because apparently it's been a great job I am doing so far all of my guest are in Centerville if Bordeaux with restaurant although I do Catering I propose to all there is my cards, books, and programs of things to do and visit all the monuments around Bordeaux even far as saint emillion, the ocean arachon, ledge cap ferret etc although I have guest from Germany, Austria and all region area's in France.

I will keep up the good work and hopefully be a SuperHost soon.

Huma0
Level 10
London, United Kingdom

@Peter833

 

It certainly sounds like you are going above and beyond for your guests and doing all you can for them. If this is reflected by great reviews and ratings, I am sure you will be a Superhost soon!

 

Good luck!

Lizzie
Former Community Manager
Former Community Manager
London, United Kingdom

This sounds lovely @Peter833, thanks so much for sharing. Oo I love muffins, do you make them yourself or know a nice bakery? 

 

I agree with @Huma0 here about you going above and beyond, I imagine your guests love staying with you. In terms of this, there is a great discussion here in the Community Center started by @Alexandra316 , it would be great if you could share your experience there too. 🙂

 

Keep going with what you are doing, I am sure all your effort will pay off. 

 

 


--------------------


Thank you for the last 7 years, find out more in my Personal Update.


Looking to contact our Support Team, for details...take a look at the Community Help Guides.

Denis71
Level 2
London, United Kingdom

depends on the setting of your flat/house, but the chlak board with names sounds a little too much, however, I like the idea at first. I think Airbnb host doesn't need to pretend to be a hotel, it is private accomodation. Don't you agree?

Linda108
Level 10
La Quinta, CA

@Lizzie  There is the Air BNB status of Super Host and there is being a Super Host. 

 

The first has to have a bit of luck with the guests' expectations matching the listing and thus earning 5 star reviews consistently over a period of time that results in meeting the Super Host criteria.  I have seen many postings of Super Hosts that reflect luck more than understanding of this business.  I certainly was in that category during my first year  of hosting.  

 

Then there is BEING a Super Host.  As the previous posts reflect, attention to detail seems to be the theme.  What details are attended to may vary from host to host.  However, being detailed oriented is a good skill to have in any business and essential in the hospitality industry.

 

Also, for me, I am a fairly good reader of people which probably comes from years as a psychotherapist.  I can really individualize my details when I have a sense of the guest. 

 

Now, I pair all this guest orientation with a healthy dose of being clear about my expectations of the guest.  I am flexible, but I have clear boundaries.  I am welcoming but the guest understands he/she is in my house as my guest.  If they don't understand that, their review will reflect my opinion that a hotel is a better option for them.

 

So far I have maintained the status for a couple of years which feels good but what feels even better are all the lovely reviews my guests take the time to leave 😄

Me, too Linda. Their photo, how much information they give me, where they're from and info from chatting with them, I try to think about what they would like and adapt and customize every time. I also have a bit of psychology in my background, and marketing/PR! =>
Expectations - Experience = Satisfaction

My first time in Airbnb....and just few months..I really dream to be a SUPERHOST after reading the guidelines I worked hard  for it.. .. I have my SUPERHOST BADGE  just a few months of hosting... My brother's son  is my co-host and I'm guiding him to Welcome and Greet every guest.. 

We  TREATED every guest .. Like a VIP . I wanted them to be treated like they are staying in a 5 star hotel... We keep the Unit.. sparklingly Clean..maybe Cleaner than staying in a Hotel ..

I wanted to EXCEED  every guest expectations in staying in AIRBNB HOMES..  That's why I treated them like VIPs.... I wanted my guest to feel  Value of their money too .. why they  choose to stay in Airbnb Homes...  

J-Renato0
Level 10
Rio de Janeiro, Brazil

Being a superhost is not so easy, even to the hosts that has only one listing. More difficult to the ones who have several listings.
It may require some time and some experience in listing management and communication.
My tip is like: Put yourself in the guest's place and think about these questions:
1- Is the place clean for me?
2- Does it have what is necessary for a good stay and have fair price? Is it good value for money?
3- In communication, respond the question as you would like other one to respond to you. Be considerate and thoughtful.
4- It is better to under promise and over deliver.

Lawrene0
Level 10
Florence, Canada

Thanks, @Lizzie. Superhosting is a bit of luck, as some have said. It's gone in a flash. (Once, in my case, specifically in a flash flood. I got "the guest asks you to..." email, and everyone knows the rest of that story.)

But for all except that quarter I've had the badge, and communication is probably the thing. It is absolutely essential that guests do not misunderstand what they are getting here - how literally in-the-woods our listing is. I frequently tweak my description and rules to keep them very clear, and I encourage and answer as soon as possible any questions that come in via the messaging.

Interaction at arrival might be important, too. I walk the kilometre to the treehouse with every guest who arrives when I'm home. They get a personalized instruction letter if I am not home. After they arrive I leave them to it. No "how are things?" messages from me. I'm available to them, but I treat them as unavailable to me. I'm not recommending others do this necessarily. My listing is one that attracts people who don't want to be jarred out of a backwoods experience with text notifications. 

I keep the treehouse and grounds as spotless as possible. It's tough in the woods, especially when it is raining, but I feel a lot sorrier for hosts who have their bedrooms treated like hotel rooms. I ask for no-trace camping, and often get it, which leaves just the usual mopping and restocking and dealing with whatever the raccoons have been up to. 

Or maybe it is the waffles. We're far from cafés and shops, so I do cook breakfast when I'm home. That loops back to communication, too, since no one eats in stony silence - the conversations over breakfast are always fun. 

I loved reading the responses here. We're all so different, but the common thread seems to be empathy for our guests, successfully determining what they need, and providing it with, I assume, a smile. 

 

 

 

Ben205
Level 10
Crewkerne, United Kingdom

@LizzieThe thing our guests mention the most, is being there for them as a host. Not possible for everybody, so clearly not essential to Superhost status, but we live round the corner and it's what people coming on holiday for several days find helpful.


An example would be our current guests who want to go fossil hunting and I said I'd drop round a bucket and some hammers tomorrow. They were surprised this would be possible. I want them to have a good time, they're paying good money, it will cost me nothing but a few minutes of my time. We're all happy!

Deanna52
Level 2
Big Bear Lake, CA

With each guest I learn a little more and make adjustments.  I seem to get the best reviews when I let the guests check themselves in, but let them know to call me if they need anything or have any questions.  (I live in another section of the house). Initially I text them the special little quirks about the guest quarters and give them a friendly acknowledgement that the place is ready for them.  Even though my listing states there is a fee for early check-in, if there are no back-to-back booking time crunches, I will let them know if the place will be ready early and don't charge them.  They are always welcome to drop off their luggage even if the place is not ready.

 

I clean and vaccuum meticulously and make sure everything looks and smells fresh and clean.  I leave a little basket of goodies, and put drinks on the counter.  Jams, sugar, creamer, coffee and an assortment of teas are also available.  In the bathroom are extra toothbrushes, shampoo, conditioner, soap, and other little items such as safety pins, band-aids, etc.  Sometimes people take them all, but mostly they just use a few of the items (thankfully cheap at the local $ store!). I also stock the fireplace and all they have to do is light it.  

 

If they want extra ice, I let them know just to give me a call, but people usually go to the grocery store and stock up on this.  Last time, the toilet backed up and I came down to mop up and washed and dried the rugs for them.  I fixed the problem the next day, and offered them 50% off the second day of their next stay and thenked them for being so patient.  (Luckily it was not the main bathroom!).

 

I'd say that being friendly and helpful is the biggest secret of my success.  I also update my Airbnb pictures, description and add points of interest periodically to make sure it reflects any changes. I also buy new pillows, sheets and blankets when they start to look worn.  Last year I re-evaluated the space, rearranged it and even purchased some new furniture.  I want my renters to be happy and I treat the space as if I was hosting my own family!