How do you get higher quality guests?

[Stephanie1767]

Hi Everyone,

we’ve been at this for two months now and we’ve been booked every weekend during that time. But when we check on the house we always find it a mess. We’re also having trouble finding quality cleaners but that’s another issue. And after all this work to make their stay amazing, and finding they’ve haven’t exactly treated the house well, they don’t even leave us feedback or a review! 
And, yes, I’m doing all the special things you see featured on Instagram or Pinterest. 
thanks.

[Elena87]

@Stephanie1767 

There isn't a magic wand solution unfortunately.

Try and trial a few things, maybe your pricing is too low, some on this forum think by raising this it greatly increases the chance of responsible guests, although has a slight touch of urban myth about it.

Perhaps to try to lower the cleaning fee but increase the nightly price to compensate - some guests think that by being charged a cleaning fee, especially a higher fee,  its a licence to make a mess.

The evening before departure, message the guest and include/remind what they should do before check-out ( dishes/surfaces/garbage/towels/bedding ) as a prompt.

Read the bookers reviews carefully too.

Sometimes these things help, but keep in mind it always takes time to reset a big place after guests.

[Kia272]

@Stephanie1767  You have a very nice listing. It's exactly that type of place that people want to get away to during the pandemic. 

I'm a firm believer in higher pricing attracting a better guest. I don't know your market, but for the size and style of your place, it seems really underpriced. Also, your cleaning fee is quite high. You'd be better off building some of  that cost in to your price and charging a lower cleaning fee. 

When I opened my AirBnB, of course I checked out the local market, but then I simply decided on a price at which I could make a profit and cover my costs, while still offering value for the guest. I'm a firm believer in the value of an unbooked weekend vs the cost of bad guests. 

Again- not knowing your market- you should give serious thought to how much YOU would pay to stay at your place- and price accordingly. Your current cost divided by the number of guests allowed is quite low. 

I think over time a higher pricing strategy will pay off. But seriously, you'll continue to get dinged in value for that cleaning fee. There's something about cleaning fees that rubs guests the wrong way, particularly because of the way AirBnB does things. Initially a price will seem quite reasonable, but after they enter dates and continue through booking, all of a sudden with the cleaning fee and taxes, it's a much larger dollar amount. 

And you should definitely get rid of the picture that shows your address. Remember, people can target vacation rentals for burglary. A simple look at your booking calendar coupled with your address can make you a prime target. 

Good luck with all of this! Kia

[Stephanie1767]

Thank, you @Kia272. This is good advice. Compared to neighbors, we're slightly underpriced, but they are also more renovated than ours (we have plans to finish a full reno over the next year and a half).  In April we're re-doing the decks and painting the exterior which I think will give it better curb appeal. I was planning to raise the price a little after that. Maybe a combo of raising the price and lowering the cleaning fee will help.

[Kia272]

@Stephanie1767 you're welcome. I would say that your curb appeal is just fine where it's at. Remember, people are looking for clean, comfortable, and functional. They are not going over your maintenance checklist, as long as everything works. 

Managing expectations is the most important thing. As long as you disclose the actual condition, guests will know what to expect. There's a difference between what you perceive as *perfect* and a space that guests will perceive as perfectly functional and comfortable. 

My place is old and funky and full of quirks, but my listing makes that clear, and it's still clean and comfortable. So if they're not expecting plumb square floors and walls, or drywall and perfect finishes, then they are completely happy and also getting what they have been promised. 

If you acknowledge that you are already somewhat low in price, I'd try moving it up a bit now, at least in line with the neighbors if not a tad higher. At a minimum, rebalance your nightly fee vs the cleaning fee. You may just be surprised at how it works out. 

And please- the pic with the address- get that gone! 

Best, Kia

[Mike-And-Jane0]

@Stephanie1767 I would  limit guest numbers to 6. Also do check to see if you are too cheap vs competition in your area. Finally consider a 3 night min stay.

[Sarah977]

@Stephanie1767  Do you communicate to guests what your expectations are re pre-check out clean-up? If not, you need to do that. I would put it in your listing write-up under Other Things To Note, reiterate in a saved message you send to confirmed guests along with whatever other info you send them, and in a house manual or on the inside of the front door, like hotels do re their check-out times, etc.

You can't just assume that guests will leave the place looking decent, although many will even without instruction, but it's important to convey exactly what you want them to do.

[Lorna170]

@Stephanie1767   Your place is very nice!  My recommendation is to up your price.  You are listed as accommodating 8 persons, and with your bedroom setup, 3 couples at $180 a night is very inexpensive.  A wooded, mountain property that I own with three bedrooms, but a little more space in the family room is listed at $250 per night and rents very well.  The guests are quality, and my housekeeper rarely has an issue with untidy guests leaving a big mess for her to clean up.  As @Sarah977  recommends, I do send my guests a Welcome Package that outlines our cleaning expectations; essentially, clean up the pots and pans used in the kitchen, secure the trash and have a safe trip home.  

[Stephanie1767]

Thank you, @Lorna170 We are planning to increase it a bit, but we're replacing our decks first. I'm hoping this renovation project helps attract a different clientele as well. We send people lots of information but they're doing random things that I would -think- I wouldn't have to mention, like using lighter fluid in the indoor fireplace, putting the cover on the hot fire pit outside and it melted, using all our firewood (Like a cord of wood, at a cost of about $300, between two guests/stays. And then of course, there is evidence of excessive drinking but I'm not sure I can do anything about that. Hopefully increasing the price will help. I've also taken the listing off of auto book and we'll see what that does.

[Lorna170]

@Stephanie1767   You will learn that guests do some of the strangest things... my housekeeper and I often laugh that we are going to write a book about our experiences.

We converted our indoor fireplaces to gas logs...people still try to light the logs with matches.  We do not leave matches, candles, or ay other combustible "fire starter" materials for our guests.  We bundle the wood offered  for the outdoor fire pit per guest visit as we also had a guest burn a cord of wood over the course of a week visit.  Our take on this is "if they can find wood, they will burn wood".   We also just adore the guest who throws trash directly into the outside can, without bagging first.  I love reaching in to get that fried chicken mess.  (We have bears and other scavenger type animals, so trash handling is very important).

Guests will cook the oddest, smelliest things in your oven.   Your microwave will look like something exploded in it. You will find leftover food and clothing items in the strangest locations.  There will be times that you felt like you hosted a group of Neanderthals, and then there will be times where the house is so clean you will wonder if the guest was even there.  

I would not wait to finish your repairs to up your prices.  Start as you mean to go on.  

[Mandie0]

I ask them for a good review if they were happy. And I will do the same. I also have it clearly written in my air bnb guest clip board to leave the house as you find it. Don’t clean or stop the beds. That’s my job. Just leave it tidy. I have found a lot of things in my home I’ve three years !! 

[Laura2592]

@Stephanie1767  a couple of things will likely help.

1. Raise your prices. 

2. Lower your guest counts. 6 max.

3. Start a social media account where you post cute pics of your place. This honestly helps people to understand that you personally curate and care about this space. You will attract bookings from that account and those guests are typically decent as you know who they are 🙂  at least virtually

4. Limit your instant book to guests with reviews and recommendations from others. Everyone else will have to answer questions so you can screen more carefully. If you don't use IB, screen carefully. 

[Pete69]

5. Don't accept reservations closer than 2 days out. This will help weed out people who live their lives on the fly (and don't read or follow rules).

6. Minimum stay of 3 nights.

7. Word your heading and listing so as to attract mellow guests. For example, if your neighborhood is quiet and everyone tends to be in bed by 10 PM,  be sure to mention that.

[Laura2592]

Also @Stephanie1767  poor guests target new hosts. They just do. They know you need those reviews in the early days. My worst guests were among the first few I had and because I had nothing to compare it to,  I didn't realize they were so bad. So this problem might take care of itself as you get more seasoned. Especially if you raise your prices. 

[Fred13]

Higher price + fewer guests = happier hosting experience.