Going above and beyond for guests

[Alexandra316]

Good day everybody!

I've come a long way in my hosting journey since I officially started on September 1st. One thing that I've made a point of since I started is doing at least one nice "extra" thing for every guest who has stayed with us. It doesn't need to be anything big or cost any money, nescessarily, but I make sure I do something for everyone.

Some examples:

- Giving early check in or late check out at no cost when requested and if it's feasible;

- Leaving a card and small gift (usually chilled champagne) for guests celebrating an anniversary or recent wedding;

- Giving small gifts at Christmas (it was just chocolates or similar food treats);

- Cleaning off the guest's car when it snows during their stay;

- Letting a guest's dogs out so they could stay out later at a wedding;

- Putting a couple of cold beers in the fridge for guests who were getting in late.

Doing these kinds of things seems to have paid off for us: we've had excellent reviews so far and we got our Superhost in January.

What kinds of things have you done to go above and beyond for your guests, and do you feel it has paid off for you?

[Jessica-and-Henry0]

@Alexandra316

Henry and I get a lot of exchange student guests...... and Henry actually took 2 of our guests to school (for orientation) on their 1st day. We have maps and explanations but sometimes it's just easier to show them around the neighborhood and the best route to the subway station (help them buy a public transportation card and also show them how to top up) and their respective school. We don't cook at home often but when we do, we like to invite our guest to join us. We also help our student guests make plans for any short day trips or weekend trips they want to take during their stay~

Both of my younger sisters studied abroad and Henry's younger sister travels alot so we like to think about what kind of things our sisters would have appreciated from others, but at the same time keep ourselves in check to make sure guests do not feel like we are overstepping or invading their privacy. I think this approach has worked well for me and Henry till now 🙂

[Rachel0]

I love the idea of a chalk board - will be getting one asap!  I leave a "welcome" card next to a small bowl of chocolates on the chest in the bedroom and a vase of fresh flowers on the window sill, both of which get replenished during a longer stay.  We are lucky enough to have some really good local restaurants here and I leave menus for all of them, plus I have negotiated a 20% discount on food at our local pub for our guests.  I provide pocket tube maps, books on the history of London and a wonderful book called "Secret London" which has ideas for places to visit which are more unusual than the nomal sight seeing hot spots.  I also provide an up to date copy of Time Out and have leaflets about river trips etc.  

As I provide a light breakfast I make sure that I have gluten free cereal, gluten free bread and non dairy milk etc for guests who have dietary issues, and  have told me in advance.  

All guests are welcome to use the kitchen to make tea or coffee and I make sure that the biscuit tin and fruit bowl are well stocked.  A chat over a cup of tea and a biscuit can work wonders for guests who have travelled for hours to get here.

I have had several guests who are here on honeymoon so I leave a special card for them and do the same for guests who have a birthday while they are here.  One guest who was here for 2 weeks last October got taken out for dinner by us on her birthday and was thrilled by that!  A guest who was here last week lost her phone on the bus on the way here, so I took her to our local phone shop to help her get a replacement as her English was not quite good enough to manage it herself.

I never charge for an early arrival or late departure - I make it clear in my description that although the room may not be ready for early occupation, guests can drop off their luggage early or leave it for later collection if they have an evening flight home.

I think it's all about common sense really, treat people kindly and make them feel that they're welcome rather than just paying intruders!  

[Alexandra316]

@Rachel0You sound like a really thoughtful host. I've wishlished you, and I'm going to check if you're available the next time I'm in London. A London cuppa sounds like just the thing right now!

Some really good ideas there too. Great idea regarding speaking with the local pub and getting a discount. That's a win for everybody.

[Rachel0]

@Alexandra0  

You would be very welcome!  The food at the pub is really good too - great fish and chips .....

[Cate20]

....and it personalises the experience unlike staying in a hotel. Not only does it make guests welcome but is a gentle reminder that its your home and not a faceless hotel room. Some lovely ideas.

[Donna240]

i buy a fresh half pound of coffee from a local roaster for each booking and always have fresh flowers or plants in the living and bedroom and on the table. I offer my guests a ride to my favorite grocery store so they can stock up on whatever food or drinks they need. I also offer them a ride around our neighborhood pointing out various restaurants and stores, then point out where several different bus lines can be found with general directions of travel. If they seem to be enjoying the information, I might take them to neighboring areas, mentioning which bus lines to take to go back there, and give them a wild ride down a very steep hill, since San Francisco is known for them. On the way back I point out another steep hill that is flanked by stairs instead of sidewalks. I also offer guests free entrance into several local museums that I have a membership with, because I can take up to 3 guests for free and they can save $25-$35 per person if they take me up on the offer.  I do not charge a cleaning fee and have flexible check-in and check-out without additional charges. I launder sheets for guests staying more than a week without charge. I've been known to spring for a birthday cake too. I have a large selection of books specific to San Francisco and even furnish city guides written in French and Italian.

[Alexandra316]

@Donna240 That is really nice regarding museum passes. That is a huge perk. It's easy to spend a lot on museums and galleries when you're visiting somewhere.

Rides are also huge! Really a thoughtful extra.

[Donna240]

@Alexandra0, thank you. No matter what, I will always support our museums and having a freebie that is valuable to guests is really a pleasure for me. Since my rental is an apartment on another floor of my home, it provides me with some time to interact with my guests, which may be my favorite part of hosting.

I didn't list the best thing I have done because it is rarely done and my particular circumstances make it easy. If I connect with a guest and visit their city, I contact them ahead of time and ask if they'd like to meet my husband and me for dinner. When they agree we pick up the tab. They are definitely surprised, and when they insist on paying, I remind them that their booking made my trip possible, so they, in fact, have already paid. I have a true advantage in being able to be generous, because I have a 4 day minimum stay and my city is so expensive for tourists that my high rate looks cheap compared to hotels. I just consider it a "discount" for really special people.

[Alexandra316]

@Donna240You must meet a lot of really interesting people that way. It sounds like a lot of fun. 

[Donna240]

Alexandra, the meeting is done entirely through the hosting, so it has been great fun for me. I started out on an English website and was attracting primarily Europeans. We travel to Europe most often, so meeting people who live there was a bonus, since I could ask questions about their hometowns. They were purchased by a large American travel site and all of a sudden Australians and New Zealanders started booking. I decided to expand my exposure and tried a German site at the suggestion of one of my guests, where I just booked a woman from Israel and on Airbnb I found a young businessman from Russia and my 1st Canadian guests.  I truly am having a lot of fun hosting and I hope you are too, because when it stops being fun, it will surely become drudgery.

[Debra162]

Hello

i am fairly new to hosting. When you mentioned about opening up to these other sights; what is this exactly and how do you go it? Thanks so much. 

Debra

[Richard606]

I am learning a lot from your posts, being a new host in AirBnB. Thank you for sharing.

I look forward to giving the best to my clients and putting up in Airbnb homes when am out of town.

Best wishes everyone and welcome to Eldoret City of Champions in athletics.

[Donna240]

Hi Richard,

I have never before heard of your city of champions, but I have to tell you that in San Francisco we have a run called Bay to Breakers every May, from the San Francisco Bay to the Pacific Ocean (7 miles) and Kenyans always win, whether man or woman, they always win. I have never seen any faster human being than a Kenyan!!!! And what beautiful form and amazing power they display. Good luck with your rental.

[Marit-Anne0]

Well, mine was a 2 bedroom apartment in a highly competetive market, so going above and beyond is more the norm than someting extraordinary.

I soon learnt from experience that same day changeovers could be a cause for a lower rating, so I started leaving a gap day to facilitate flexible check-in. Surprisingly, guests took it more or less for granted that one would be flexible and hardly anyone commented or said thank you.

A well stocked pantry and breakfast items seemed to be welcome as well - some commented on that.

A few comments on the higher end toileteries.

5 different ways of making coffee so that anyone could make their favourite. Instant and Nespresso capsules provided + 6 varieties of teas.

Many comments on the well equipped kitchen.

As I had guests from all over the world, I set the TV to a channel in their language (when available). 

Needless to say it did not make me rich 🙂 currently going over the figures for the tax return......

[Fred13]

Could you elaborate on this @Marit-Anne0 ?: "I soon learnt from experience that same day changeovers could be a cause for a lower rating, so I started leaving a gap day to facilitate flexible check-in. Surprisingly, guests took it more or less for granted that one would be flexible and hardly anyone commented or said thank you."

   Interesting point.