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?

[John1401]

Thanks, I post a reply if I get any feedback from the guests. 

[Elizabeth610]

I completely agree... I try to operate like I would expect from a real Bed and Breakfast although I do not live near my Airibnb townhouse. I started making handmade guests soaps in the shape of a pineapple,  the sign of welcoming here and now a big decorating theme for me as well. At Easter , I made little bunny soaps... and I got many great rewviews that have encouraged me to continue making hand soaps for all my guests. 

[Emily352]

These feelings that I try hard to translate in the language of ideas have accompanied me in the past eight years when I was lucky enough to host tourists and learn that everything is a gift.

A beautiful smile, a friendly handshake or a simple hug are the basic conditions go straight to the top of the highest expectations. For human beings courtesy and kindness are easy, easy as smiling. The word "Please" lightens the road that you travel in company.

But beware of false steps. In Italy we respond with "Thank you" ("Yes, thank you" or "No, thank you") to any offer. In English you reply with "Thank you" to say no ("No, thank you"), while you say "Please" to say yes ("Yes, please").

Intelligence smiles. Act with words. If you notice that the guest is afraid of not finding the accommodation immediately, agree with him to wait for him at the station or at the airport. Immediately establish a human relationship with him. Write his name on the entry board.

Show interest, be direct, personal, make the host know that you know what he wants and you'll take it into account, shorten the distances between you and him, it is a mutual exchange and if you have understood that you are wrong, do not be afraid to apologize with him and not only with your lips: all your honor will return, confirming your human quality.

Respect, attention, care for the feelings and desires of others. Try to understand the person in front of you, what he needs, not give the impression of wanting to leave him quickly. Do not just deliver a bunch of keys.

If the guest is inclined to dialogue, tell him about your city. Take him for a walk, bring him to the market, buy together bread, croissants, fresh fruit, let him discover things that only you know. The shops to avoid. The best ice cream parlor, the nicest place, the kind and smiling people.

Give him a map of the city, then ask him: "What would you like to see today?". Sit at a small table of a bar with a drink in hand and enjoy his amazement.

Extra touch means giving the guest a unique, real experience with real people of that place that no five-star hotel will ever let him live. Contact him from time to time to ask if everything is OK.

These are the small attentions of a true friend who makes his guest feel at home: the guest will never forget how you made him feel: it's the only thing that really matters “to go above and beyond”.

[Carlos765]

Great ideas! From my hosting experiece I've been able to make profit by having a flexible check in, guests can check in as early or late as they want, for check out I have a 12pm time set but the day of check out I message the guest letting them now that they can stay as late as needed. For birthdays me and my housemate buy a small cupcake, or put up a Happy Birthday sign with a balloon or something similar. During Christmas time we always leave candy canes in the rooms with chocolates as well. Coffee is always available for guests too. Whenever possible I usually add facial masks and nourishing lotion during cold weather for guests who get dry skin. We also love plants in our home, so we have plants and flowers as often as possible for our guests. Small details make a good impression.

[Bev33]

I have a little library of books too. When one of my guests left recently I saw a book lying next to the guests bed (which I thought she had mistakenly left behind) and ran out to give it to her. She was waiting for her Uber to arrive. She laughed and said Thank you but that book is from your little library. So some guests do read.

[Jewell0]

I've been hosting for the past year and every time a dfferent guest stays here I think of something else I could get to make their stay more comfortable. I now do most of the suggestions listed.

Because Arizona is usually so dry I make sure they know that they can help themselves to bottled water from the fridge whenever they want and leave snacks and citrus from my trees for them to help themselves whenever. If they are around in evening when I am I offer wine or beer. So far it hasn't cost me that much extra as I've been lucky to have very considerate guests so far.

[Edwin57]

I prepare the place with different fruits and a bottle of wine for there arrival, I know how long they

 have travel

[Karen912]

We have been hosting for almost 3 months and our experiences have already gone far beyond our expectations; as far as number of bookings, repeat bookings and just how awesome our guests have been. I would like to chalk some of that up to some of the little things guests don't always expect. Our guest suite has a bar fridge, microwave and Tassimo so we supply a Brita for filtered water, popcorn and a selection of coffee and tea. When a guest was not able to get in before 11 PM we set out garden solar lights in the snow to guide them to the door, and when another couple who spent one night had a very early flight to catch we made sure they would not go hungry by providing yogurt, granola, fruit and juice. We always try to leave a small treat for our guests, such as a few chocolates or Easter egg sweets at Easter, and doggy cookies for the visiting pooches. 

[Charlette0]

I always greet guests at the door even though we have a keyless access code.  I spend the first 10 min showing them the lodge, keys, washing machine, and how the underfloor heating work.  I prepared a guest notebook with TV wifi codes, local hidden gems, pamplets, and try to create a table scape that's different between guests.  I really enjoy meeting everyone and no one person has been alike.  It has been a great experience and I think ever guest is amazed at the price for a 3 bedroom 2 bath detached home  with enclosed 3 side garden front door parking towels linens, dishes etc is less than a one room hotel.

[Aroha0]

I have really enjoyed reading this thread and thought I'd add a couple of things I do for my guests. One that has been well received is the stand with postcards in it on the side table in the guest room. The postcards are stamped ready to send anywhere in the world ($3, from Brisbane, Australia) and I have a map to show where the nearest red post box is (3 minute walk from home). Favourite postcards are usually the ones of koalas or kangaroos and the lovely night photos of the city lights or the Brisbane River. Overseas guests particularly enjoy sending a post card to family or friends back home.

I wanted to provide bottled water but struggled with all the plastic waste so ended up buying a tall glass jug with lid which I fill up with ice water just before guests arrive. I place it on a tray with glasses on their side table and it looks so refreshing. I also have a small bowl of chocolates and lollies on the side table.

I love hosting and meeting people from all around the world. It has enriched my life and I am keen to continue this journey with Airbnb!

[David2216]

I have some high end terry cloth robes that were left over props from a photo shoot I worked on years ago. I have had them hanging in my closet and have almost given them away a number of times. They are so big and fluffy they can only be washed one at a time but almost all of my guests have taken advantage of them and commented on what a nice touch it is. Besides that we also do a lot of the same things others are doing. Always fresh flowers. All the premium TV channels plus Netflix and Amazon Prime. Pool towels, sunscreen and pool floats. Board games. Coffee & tea. Water & sparkling water in the fridge. A small library of books & local guides. A custom guide listing all the local restaraunts, health and yoga clubs and attractions. We have a vegeatable garden and guests are welcome to pick tomatoes & fresh basil when in season. Small stereo they can plug their phone into. Basket filled with chips, cookies and snack size candy.

[Barry54]

We used to put bottles of water in the fridge for guests and have in the last few days switched over to using refillable bottles. It will be interesting to see how that goes.

We have some newlyweds booked in for next month, and they will find a bottle of fizz and champagne glasses waiting for them.
One day late last summer some guests turned up late afternoon having been stuck in traffic in a heatwave. I took one look at them and said "you loik as though you could use a drink" and we sat with them in the garden with a few beers and a botte of Prosecco. They were very appreciative.

It all cuts into the profits, but it's worth it if only to spread a little happiness!! 

[Stay-Asheville0]

Dude you can’t give away alchohol.  You’ll get raided by the ATF. Seriously. I WOULD LOVE to put a bottle of something in each rental every time. You can’t distribute it like that.... there’s no state in the USA where you can give it out legally. You can if you’re checking id’s and serving, etc... but you can’t do it. 

Terrible terrible terrible advice on the alchohol. 

[Lizzie]

Hello @Stay-Asheville0,

Aw, I have stayed in an Airbnb in the UK and they kindly left us a bottle of fizz, as it was a special occasion. It was a lovely surprise.  You raise a good point that it is good to be aware of the local regulations regarding this.

Hopefully, most people can offer all the little extras they want though and there are so many amazing suggestions here in this discussion. 🙂

[Barry54]

@Shawn, I can do whatever I like. I live in a democracy. I don't think the ATF's jurisdiction extends to seaside towns in the UK! Despite what Trump might like.