List 5 of the main lessons you have learned as a Superhost

[Quincy]

Hello there,

We all know how much work and dedication it takes to become an Airbnb Superhost. You might have had quite an interesting journey and may have been different from what you expected.

Among all the new things you have learned on this journey, can you think of the 5 things you have learned as a Superhost? Would you like to share this quick list with us?

Thanks!

Quincy 

[Natalija1]

1. It is your personality and hospitality that will earn you SuperHost status above all but then..

2.Your property must be CLEAN-always and of same standard every time,

3.You have to live to guests expectations that you have set down in your property descriptions so DO NOT OVERSELL it,

4.Be responsible and stay in touch! If you are running late/early, just let your guests know as they will not mind,

5.You have to embrace differences as there not 2 same guests in this world. 

[Cor3]

1. Thorough communication: Be honest, transparent, clear, fast and polite.
   Some guests may have reservations in having to deal with a very professional host!
   So make sure, they are relaxed on arrival.
2. Have strict proven procedures in place. Flexibility is Okay, but don’t allow guests to take you into the woods. When you allow exceptions, and things do go wrong. You will be blamed!
   Learn from others and evaluate lessons learned.
3. Be prepared for just about anything (Have spare parts and mobile numbers of maintenance staff available).
   Anything can and will eventually happen. In at least 50% of all stays, ‘something’ will happen:
   Varying from a single broken glass to getting themselves injured (and everything in between).
4. Cleanliness and Under-promise/Over-deliver.
5. When you invest: Always choose quality, simplicity and robustness.
   Guests can and will destroy about everything, when only time allows.

[Alexandra316]

1. Know the rules of Airbnb, and know how to contact them in an emergency. Save the number to your phone. Don't wait until something bad happens, then start doing your research. Know at least the basics: thoroughly read the terms and conditions of being a host.

2. Always be polite, professional and kind, but also be firm. Again, know Airbnb's rules and be firm with your own rules. Don't do things that make you uncomfortable, and listen to your gut. Otherwise, you will end up with guests who walk all over you, and you will get burnout.

3. Always keep your communication with the guest to the Airbnb messaging system, especially if it's something that could possibly come back to bite you in the butt, like early check in, late check out, or anything to do with the rules. Even if you have an in-person or phone chat with the guest, send them a message afterwards saying something like, "Just to confirm the conversation we had earlier, no, your children may not use the chandelier as a swingset...". Keep it in writing! It will keep he said/she said to a minimum.

4. Be accurate and clear with what you're offering. You can host any type of accomodation and be a Superhost, but if people are expecting a palace and get a couch in a condo living room, they're not going to be happy. Good surprises only!

5. Bad things will happen, and that's okay: it's all in how you choose to deal with it. Something will go wrong mechanically, or there will be a weather emergency, or you will have a bad guest. Take a deep breath and collect yourself before you respond. NEVER write a review or a response to a review the same day: always wait until you cool off.

[Emily352]

1st. Shorten distances between you and the guest.

2nd. : Open the window on your world to the guest without expecting a reward, for innate diligence.

3rd. The word "Please" which lights the kindness, the spark of the gods.

4th. Make him feel your interest without great fanfare.

5th. Give him a once-in-a-lifetime experience that he will never forget, unaware co-responsible for the happiness of a perfect stranger.

Now load the washing machine with all your thoughts until they are spotless. Then sit back, put your feet up and enjoy your life.

[Ephraim0]

amen! Never write a review while pissed off. Although it may seem like a great way to let someone have it - and vent - don't do it.

[Victoria567]

Hi@Quincy

What Have I learned?

Many guest reviews are vague and bland, so trust your own gut feelings foremost and be wary of such reviews.

Fellow host......I’ve just had the guest I would NOT want to host again and they got a 5* star, review so WHAT THE HECK, is going on?

Other host.......Oh it couldn’t be that bad, just chalk it down to experience as it WILL make YOU a better host. I suggest that you don’t cane this guest, just write “best suited to a hotel” as EVERYONE surely knows, what this guest did in your family home.

Fellow host.......but that’s so vague, how’s that going to STOP this guest bouncing around air bnb from unsuspecting host to host?

Other host.........it’s ONLY a review, for goodness sake! It soon gets buried anyway, but most  important of all, I DONT want to risk my STATS!

Sound familiar? 

[Fred13]

@Quincy I am taking your question to really be - 'List the 5 main lessons you have learned that you think helped you become a Superhost'. 

1. Attitude

2. Effort

3. Value

4. Good vetting (aka good description, guest communication and caution)

5. Consistency

    I can't think of anything I have learned new whether being Superhost or not, perhaps with the exception of being more cautious with who I allow to book, to avoid to cancel someone. Yes, that has changed, somewhat.

[Cathie19]

Beautifully succinct... 👏🏼👏🏼👏🏼👏🏼👏🏼

[Cathie19]

If only five was all you needed.... 🙌🏼 🙌🏼 🙌🏼 🙌🏼  🙌🏼

1. AUTHENTIC - Stay true to yourself & the reasons for hosting

2. REVIEW - Have great images, descriptors and rules - maintain, renew, review : repeat

3. DOCUMENT -   Your house rules - do not break them

4. FLEXIBLE, FRIENDLY, FIRM & FAST -   In your approach, & communication.

5. PERSONALISE -  ALL guests are UNIQUE 

6. CLEAN & UNCLUTTERED - How the space looks and how you think    👏🏼👏🏼👏🏼👏🏼👏🏼👏🏼

[Nutth0]

For me,

#1 Most of the guests didn't notice about "super host" title they will notice how deference we are after finishing a trip.

#2 When writing to Airbnb team for a help be clean what you want them to do. Or you will waste your time and he/her time.

#3 Do remind a important thing to your guest again after they book. Even you already write in description and welcome message before they IB.

#4 If you show them the space and they is no reaction. Be ready for impact! Something will happen soon.

#5 As you always have to answer a guest your wifi password use it to remind important information like " nosmoking"

🙂 and be happy to anything that happen. This too shall pass.

[Quincy]

Very helpful @Nutth0!

I agree with #3 :-).

It's good to see you around again! 

[JB6]

1.  Be clean - I've spent way too much time in a wide variety of hotels and lodging and AirBnBs to not notice cleanliness right away.

2. Be communicative - I communicate with my guests immediately after they book, try to get a sense of what information they need before they arrive (are they here for hiking or wineries or an event?), provide thorough directions and what they need to expect (including the weather) three days before they arrive, and communicate as needed throughout their stay.  And always be positive.

3. Be understanding - realize that there are no problem guests.  Some require more assistance, some require little or no assistance.  It all evens out.  If the guests are happy, so are your ratings.

4.  Be flexible - some guests want to check in early; others need to reschedule or cancel at the last minute.  I have guests that are on their 4th reschedule.   You can't enjoy the stars if it is raining that weekend; move those guests and you may get ones who want to stay in, listen to the rain on the roof, and drink hot chocolate.  Our policy is more flexible than AirBnBs - we give full refunds, and if a guest has to leave early, we refund the nights they didn't stay.

5. Just enjoy - some guests are as quiet and reclusive as Howard Hughes.  Others want to know all about the farm, what we are working on, what life is like in a small town.  I always let the guests choose how social they want to be.  The quiet ones give me time to work, the social ones give me great stories.  And there is a wide range between those.  

[Marina481]

So many great responses from fellow Superhosts and I couldn't agree more: amazing cleanliness, quick and friendly communications, and of course those special touches. Especially @Ned And Laura's list and @Ana1136's. But since others have the most important bases are covered I'd like to give you my... 

5 Less Conventional Superhost Tips

1. Be a Great Guest Matchmaker - Every guest is different and, as several others mentioned in this thread, its important to be responsive to their specific needs. That can start as early as their request to book. If while messaging with a potential guest I feel that there's another listing in the area that would better suit them, I send them that way! It creates nice 'coopetition' support for other Airbnb hosts in the area, which means happier hosts and happier guests. So reach out to similar listing hosts around you that offer something you don't (like allowing pets or a swimming pool) and work together. 
2. Put the Guest's Shoes On - Metaphorically, not literally! When was the last time you slept / stayed in your own space? Every time I take a day to do this I discover something new. Give yourself the full guest experience from sleeping in the bed to using the coffee maker. I've found dusty spots I didn't know were there until I put my head on the pillow and discovered a loose cabinet handle. Its the little things you can get ahead of (that guests may not bother mentioning) and to be assured you're offering the best experience you can. 
3. Take Initiative and Anticipate - You are the host, you are effectively the leader and authority of the space. If a guest needs to come to me for or about anything I'm on top it; its a host's job to be the one that solves the issue or task at hand. Unless it absolutely necessary to delegate something back to the guest or other vendor, I will be the one that fixes it. I also look to not only remedy it for the current guest, but try to make sure it is handled better for every guest in the future. If I know its going to be a colder night, I bring extra blankets and space heaters in case and let them know they're there. If I know they mentioned wanting to tour a specific area I'll go ahead and print driving directions for them. If one guest has trouble finding something in the cabinets I'll try to put it in a better spot or label it for future guests. 
4. Be Authentic and Transparent - Introducing yourself and the space to the guest in an authentic way goes so far in their experience and your review. Its a little bit of what some have mentioned about being a friend to the guest so they'll treat you as one too. Be open about the nuances of the space and if there's any way you're looking to improve upon the space or your hosting style (of course, not in a way that's just dumping blemishes at them). We're all human and we're not corporations here. I've found guests are glad to help me as much as I help them when I give them an open opportunity. 
5. Every Stay is Special - For hosts, its always just another normal day to check-in a guest... but for a guest this is their big trip, their adventure! Hosts (no matter how hands-on or off) are a big role in their experience and being excited for them and their journey goes a long way. You can be that special person they met on that trip that one time. Plus, keeping in mind that every weekend gets to be someone's 'special weekend' in your space is a pretty fantastic feeling! Take on that mindset when interacting with guests and everyone has an awesome time. 

Thanks @Quincy for posing a great question to the community! 

[Bola4]

1-Be Polite  2- Be available 3- Communicate 4- Cleanliness 5-Send  thank you text at check-out.

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[Cathie19]

Thanks Bola for mentioning the “thank you text”!