Secrets from a seasoned Superhost

[Stephanie]

Superhosts are experienced hosts who work towards delivering top notch experiences for guests. They are experienced in hospitality and communication who know how to meet the expectations of numerous guests. 

Some of the most popular ways to upgrade your hosting practice is to take great photos of your listing with a detailed description, setting the expectation of guests at the same time. Many members in the community like to share how they built their listing from scratch to superhost. Take a look at these topics to get informed: 

@Alexis140  says “I have a very simple rule. I treat all of my guests the way I would want to be treated if I stayed in their home.” in How to be a Superhost 

@Clara116 started a topic on [Festival] 7 things that seem to be 5 star makers which gives you a great overview of things that you as a host can prepare to create a 5 star experience. 

As a superhost, what kind of tips can you give to hosts who have just started hosting? What do you think is the most important thing that you did to maintain the status?

[Jill1477]

I’m totally agree with this !! Well spoken!! 

[Natalie725]

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! 

[Ava557]

I'm fairly new at hosting, and have been wondering this:  Once the reservation is confirmed, guest are given access to the house rules, address etc.  But I also send them the house rules in a message a few days prior to their stay.  Is that the right thing to do?  

thanks -

Ava

[Dean173]

Hello Ava (Ava557),   

Yes sending them the house rules is a good idea. 

I have an old circa 1906 two flat home and rent out both apartments on Airbnb.

They are completely remodeled and are very clean and modern.  It is only 4 miles from my home.  I also have a separate office (shop) at the location and have a business there.   When I get a reservation, I ask them to call me on the check in date when they are 1/2 hour away so I can check them in.   Upon arrival I have sign the house rules and give them a copy.  Included in the house rules are my penalties (i.e. $25 per night if they have a pet in the house).   That way they know up front what are the expectations.

Dean

[Kim2971]

Hi everyone.  I am new at hosting as well and looking for some support.  I have been following almost all of the practices listed above (except to greet guests at door) to ensure the condo is spotless, I have all amenities including a little gift, have reasonable rates, communicate immediately with everyone but I seem to not be getting many bookings.  Can anyone help?  I don't know what I am doing wrong.  Thank you and look forward to some thoughts and ideas. Kim

[Kim2971]

Hi everyone.  I am new at hosting as well and looking for some support.  I have tried to follow clear guidelines to ensure the condo is spotless, I have all amenities including a little gift, have reasonable rates, communicate immediately with everyone but I seem to not be getting many bookings.  Can anyone help?  I don't know what I am doing wrong.  Thank you and look forward to some thoughts and ideas. Kim

[Sarah977]

@Kim2971  Your place looks quite nice and I really couldn't say why you aren't getting bookings, but one thing that jumps out at me is that your max guest count seems to be at odds with the space you have. You list for 4 guests, but there is only one bedroom and one queen size bed. And a small dining table suitable for 2. So why are you listing for 4 guests? It should be listed for 2.

Also, you haven't described the space itself in the listing description. Go back to Edit listing, and fill out all the sections.

[Kim2971]

HI Sarah, 

Thank you so much for your feedback and comments.  I have found the listing description and added to it!  

We have used the sofa in the living room as a bed (two twin sides) and have been told that it is more comfortable than a sofa bed so thought perhaps I could count that.   I have a sofa bed on order but deliveries are taking 4 months here so it will only arrive in about 1.5 months.

Dining room table accommodates 3-4 but photos may not show that.  The kitchen bar has only 2 bar stools.  I was hesitant to promote only 2 guests but will consider that based upon your feedback. 

Thank you so much and please let me know if there is anything else!

Kim

[Sarah977]

@Kim2971  Well, I couldn't find anywhere that you mentioned a sofa bed for 2 more guests. And the photo I was looking at with the table said "dining room" and I saw what looked like a small bistro table with 2 chairs, not what someone would consider ample dining space for 4 adults.

Just because you could sleep 4 by using a sofa bed in the living room doesn't necessarily mean it's a good idea. It's up to you, but sometimes it's less stressful to just host a couple than 4 people. Sofa beds aren't normally all that comfortable. And it relegates the living room to no longer being a common space if people are sleeping there. You will likely get guests inquiring as to whether they could bring a friend anyway, so if you listed for 2, you could always then say that yes, there's a sofa bed that could be used and charge an extra guest fee. 

As you say you aren't getting bookings, you could try changing it to 2, and see if maybe that would attract more bookings. You can always change it back again.

[Kim2971]

Thank you so much Sarah.... you are so kind and I appreciate your time and your willingness to help.  Thanks again! Kim

[Jim-And-Patti1]

If your table setting is for 2 people and you have 2 eating spaces at the counter with barstools, put that in your description.  People then at least know 4 people can eat at the same time. As far as the sleeping arrangements,  make a note that the sofas sleep 2. Not sure where your Rental is but most times, vacation renters only use the rental to eat and sleep. They're out enjoying g the area. Stress what makes your place unique. Area, cozy, etc. And put that in your listing. Example, mine in " 5 min. Walk to the beach!" Good luck! Hope this helps.

[Irma260]

I am new at Airbnb and I have a question. We currently don't have a table bc it's very hard to get a nice table in the country of El Salvador. It's currently being made and wanted to know if there would be a problem not having a table and having people in our home?

[Sybe]

Hey @Irma260 welcome to Airbnb and the community!

[Kelley3]

Is there a counter the guests can eat at? Most people will be expecting a table to eat at or a counter with stools to sit on

[Geraldine147]

WHAT TOPICS DO YOU INCLUDE IN THE WELCOME FOLDER?