Hello!
1.5 years hosting and this is what I've found gets a positive response... ->
1. Make guests feel secure and confident about their upcoming stay -
From the first point of contact, I make sure guests know that I understand everything about their booking. I spell it out to them, by repeating all the specifics of the booking back to them. I also use this first message to answer any potential questions before they come up. So, my first booking message includes an FAQ section and looks like this:
Hi XXX,
Lovely to hear from you and thanks for choosing our place! I can confirm your stay from XX to XX. Also no problem for a XX pm arrival time. To further help plan for your stay, I've put together a list of FAQs. Here they are below:
....(this info details: how to check in, transport options, parking, Airbnb guidebook, general tips and advice).....
Kind regards,
Natalie.
To avoid information overload, I present everything in short paragraphs with individual headings. 3 days before arrival, I'll then reach out again with the check-in guide. I ask them to look over it and let me know if there's any issues (this message reassures them that I'm still prepared and gearing up for their stay). I find these two pre-arrival messages really help guests feel at ease before they arrive (so you are already starting off with a good impression).
2. Personal touches - once they arrive, the see a welcome board with their names on it, a homemade jar with a list of things to do in the area. Before they arrive, sometimes I'll ask longer stays (or difficult seeming guests) what specific fruits/snacks they'd like on arrival.
3. For seasonal events, go the extra mile: like NYE (put in sparklers and prosecco), Valentines Day (heart shaped chocolates, roses), Christmas (christmas stockings with their snacks inside).
3. Amenities - guests like to feel like they're getting a bargain - so I try to include lots of amenities and basically bulk buy on Amazon for half the price. So herbal teas/ breakfast teas/ ground coffee/ pot noodle/ crisps/ pocket tissues/ umbrellas (we're in Ireland)/ cookies/ water jug/ granola bars/ OTC medications for travel related illnesses/ deodorants/ toothpaste/ face wipes/ dry shampoo, etc etc etc....
4. Clean clean clean - hunting out pubes, hairs, any fuzzies left over from last stay! Getting dust off skirting boards - the small things..
5. Quick responses - trying to answer questions at the same quick pace as if it was a business email in the office. As its your business!
6. Making guests feel at home and welcome - being warm and confident on arrival. Letting them know you're there for them, but also showing them that this isn't a free-for-all - so essentially acting like a receptionist on arrival. Always trying to meet guests in person, as they'll look on you more favourably if they have seen your face and talked to you (therefore not just a number they can critique harshly).
Hope this can help someone!