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?

[Alexandra316]

@Stephanie365 Wow, that sounds like a serious project! Really nice idea.

[Stephanie365]

Thanks, It's something I pop on and play with when I have a few minutes to spare. It will always be an ongoing/dynamic process, but I hope my guests will enjoy it.

[Debra-and-Robert0]

We  usually send a list of things to do on the drive here. We have tourist information and brochures of not only our area but other adjoining areas and other places further away.

Early and late checkin and out if we can do it.

Tried chocolates at Christmas.  Guests didnt say anything.😑

Given Easter eggs to kids staying over Easter

Transported guests to wedding

Picked up from Railway station

One rainy public holiday even invited guests to our sons wedding at our house

We dont charge much for the rooms

[Alexandra316]

@Debra-and-Robert0 I really like the list of things to do idea. Great.

[Chamaine0]

I Co-Host for a few different units in Destin FL Some are whole house and some are shared with the owners. I place brochures of the best local attractions in the units and have even arranged for some to give our guest discounts on their activities. It cost nothing and our guest love it. It was easy to do as most offer some type of coupon or online discount anyway and by going and talking to management in person I arranged for them to extend the same discount to our guest. I also place takeout menus for the best nearby local restaurants. If traveling with infants we always set up the packnplay and provide extra bedding in case of accidents. Parents love that and it mention it in our reviews often. 

[Alexandra316]

@Chamaine0 I do free wine tasting passes, and people really seem to like them and use them. That's a great idea regarding getting coupon codes for attractions too.

Regarding the pack and play, what bedding do you offer? Just a fitted sheet, and then you provide extra of those? We just bought one and will be setting it up for the first time for a guest next month, and because w don't have kids, I don't really know what to provide. I know some parents use the sleep sacs so no bedding is required. Where do you buy your bedding? I've looked around, and I'm not sure what it's supposed to cost, but the mini-fitted sheets seem pretty pricy to me.

[Chamaine0]

I use a waterproof pad under sheet to protect the mattresses and pack n play sheets from Amazon usually 2 for about $19 US dollars I also offer smaller waterproof pads they can put under baby and have a few different baby blankets. I buy a lot of the baby things at consignment shops as we have a few good ones in the area that only handle children’s items. 

[Alexandra316]

@Chamaine0 Thanks for the tip. I was going to buy the ones on Amazon as well.

I hadn't checked out the kids' consignment shops: that's a good idea.

[Lisa550]

We've been hosting for a few years and it's the little things that make inviting someone into our home really special. Recently during a week of extremely cold temperatures, we greeted our guests with some hot mulled cider which gave us all a chance for some great conversation and a chance to warm up when they arrived. I keep extra coupons for local food joints on hand and in the guest room with menus too. We have a little decorative canister in the guest room that we'll hide candy in and leave a note "You found the candy treasure!" We've had great reviews and made some friends along the way too.

[Alexandra316]

@Lisa550That's really sweet! 

I love mulled cider. Really nice idea. 

[Dawn162]

I am having a blast with my second guest.  My first guest was aloft and just hid in the room.  I provided her with a thank card on her last evening.

This time the guests are social butteflies.  We are like family, cooking for each other, having dinner at the table, and long chat time.  Even my teacup yorkie is in love with them.  And this never happens.  Milli doesn't like strangers.  I have horses so they got to spend time with them, brushing and giving treats.  I hope their experience has been as nice for them as it has been for us.

[Susan906]

Hello all from wee Pittenweem in Scotland. I appreciate all the suggestions made on how to make a guests stay go from good to great, and I'll be incorporating some of them too. 

As this village is very historic and very artsy, I have local history and art books in the room, I've also attached little reading lights to the headboard, so now there is mood lighting, task lighting and of course the overhead light, guests really appreciate these choices depending on their reason to stay. 

I've also got a very eclectic mix of art on the walls, and everyone finds something they connect with. 

I place a beautiful antique carafe and glasses on the dresser so they can have water if they wish, and depending on booking will often place some little chocolate fish from the nearby chocolatier. As this is a coastal fishing village, this is something most enjoy. 

In the morning I bake a loaf of date, walnut artisan bread to serve with local berries, granola and yogurt. A simple breakfast but with orange juice and fresh coffee always appreciated. Flowers on the table if possible too. 

Reading all your comments and suggestions and writing what I provide has given me a new sense of pride in what we do. Thank you for this.

Susan 

[Wendy117]

I am finding it more and more difficult to remain a Superhost.  So it made me feel really good to get rewarded by Airbnb for being a Superhost 4 qtrs in a row.  I started July 2016 with 3 listings.  I took out the stairs in my home so I can live undisturbed downstairs, and created two 2 bedroom apartments upstairs with an adjoining solid door, which when opened provides my third listing - a four bedroom apartment. The competition in my area has been mushrooming in just the last year and prices being asked are decreasing. I find the 4 bedroom has less competition, even though a local host has her 3 bedroom listed separately 4 times on Airbnb, I still get the bookings as I am closer to amenities. I offer quite a lot of little extras beyond the standard, umbrellas, slippers, bread, milk, butter, spreads, biscuits, pantry items and the local travel card. Once everyone was grateful.  But the disturbing change is the quality of guests and their really high expectations for a very low price. It is worse for me in my cheaper back apartment (cheaper because it has circular stairs and is compact) where I have often been getting very dirty guests who dont try to follow house rules - food on cushions and rugs, are really noisy after 10pm, leave heating/cooling on when going out and I have now had 3 groups who have used fake tan and I have had to throw away all bed linen - even the baby cot. Perhaps there is a correlation between the price charged and the quality of guests? - I am still learning. These same guests are the ones who leave a low rating sometimes, but usually do not leave feedback at all.  I find giving feedback for these guests stressful and usually leave it on the last day, give them 3 feedback as Airbnb will allow us to cancel any return guests where we have previously left 3 or less feedback, write a private message outlining everything they have done and a basic public feedback stating they did not follow house rules (I dont want to sound like a harpy). Its a shame that other hosts cannot see the ratings given to guests. I have not yet ever claimed the security deposit for damage caused but I am no longer provding top quality linen - just fresh Ikea linen - so it is not so stressful when I just cant get them clean. After all that, I need to say how wonderful it is hosting all the other groups, so I will continue to try to improve their stay and am reading all these coments with interest. I love the idea of a world map with pins!

[Heather133]

I love all the suggestions. We try to go the extra mile for all of our guests. We recently had a guest advise us she and her children were allergic to down. I purchased "down alternative" duvets and extra covers for all of our beds. They were delighted and now our guests have a choice.

[Ashley197]

What a great post and replies - filled with great ideas that I'm excited to try! 

We really like to help curate a "cultural" experience when our guests stay with us, like they're being immersed in Seattle culture. So, with that intro, I'll share a bit about what we affectionately call our little "Seattle Santa Claus"  tradition with our guests, which means we surprise them sometime during their stay with something that is just "So Seattle". First, the lead up: Setting the scene with a local postcard and decor that connects to something special in our city - the cherry blossoms, the city by night, the intellectual "map" or environmental bents of the city reflected in bed-spread art. Then, they awake one morning to: 

- a dozen weird flavored cupcakes from the local cupcakery,

- or to new chocolate flavors that they can't even buy from the big chocolatier in our city (we have a hook-up, wink, wink)

- or a special new roast of coffee flavor.

- or a microbrew in the fridge that reflects the charm and creativity of our local breweries. 

- or a special gluten-free treat from our local coop or farmer's market for the guest that needs to know Seattle has their dietary back! 😉  If they've known enough about the "Seattle Freeze" (not an upside of our city), we embrace it and say we left a little Seattle Freeze for you in the freezer (ice-cream or some other frozen treat).  

- or eggs from a neighbor's chickens (yeah... Seattle's all about our urban chickens!)

- or honey from my father-in-laws beehives (umhmm... more urban farming!)

- or flowers that my little one picks fresh from our garden 

- or strawberries, blue-berries or mint-tea from mint also grown in our garden

- organic shampoo, conditioner and body wash - because YES, it's a thing in Seattle and when in Rome...  

- tickets to local music 

- sports tickets

We really love our city and have fun bringing Seattle culture and charm right to their tables and their tummies. It's especially fun when someone comes for such a limited time that they wouldn't be able to experience some of these "bites of Seattle" otherwise.

Happy hosting to you all!