Things I Wish I Had Known When I Started....

[Laura2592]

Hi new hosts (and seasoned hosts)! Just wanted to share some things I wished I had known before I first started my ABB adventure. Hopefully others will chime in as well!

- Guests don't (always) love my cottage as much as I do. Sad but true. I am a little gaga over my space and about half of the guests really seem to get that same feeling of magic that I do. But some don't. A good proportion, actually. And as such they might complain about things I think are charming features, or treat it like a hotel with daily maid service (which it doesn't have.) I have learned not to take this personally but sometimes it still burns a bit. 

- There is no security deposit. We have one listed but its really up to the guest to agree to pay if and when you try to collect. Otherwise ABB will arbitrate and more often than not, hosts are left holding the bag.  I think its more a psychological deterrent than anything. Don't rely on it.

-You will really have to solve most issues yourself. Honestly. This is a great platform to get your listing noticed on, but the back up support is spotty at best. You will be much better served if you have a plan for solving any problems up front. Know what you will do if a guest shows up with extra people, if your neighbors report a party, if things go missing from your space, etc.  It might even help to outline some basic policies for yourself on how you will handle these situations. Stick to them. Don't be intimidated and don't wait for a return call from your "case manager."  Use the forums to get information and ideas.

-Pay attention to red flags. Most problems can be avoided before the space is booked or shortly thereafter. Guests who ask for a lot of exceptions or have not read the listing in any way will be an issue. Don't let them book in the first place. The person who wants something very different than you offer may not be a bad guest, just a bad fit for you. Same with bargain hunters. Don't try to be all things to all people. Offer what you can offer and don't stress when someone isn't a fit. You want people who have great experiences, not people who will make you bend over backwards and still give a so so review. 

- Price well and don't listen to ABB pricing suggestions. Don't price too low. This attracts people who will not be the best caliber of guest. If your space costs less than a Starbucks coffee and McDonald's meal per person, it does not cost enough. Don't expect that people will leave it clean or be respectful of rules. ABB suggests you price much lower than most markets. Ignore this. 

-"Clean" means different things to different people. Some people will freak if they see an insect, even in the summer in the woods when they leave the doors open. Some people will check for dust under beds and on the tops of picture frames, on ceiling fan blades, etc.  Some travel with a black light. Some won't care much at all. Clean for the pickiest person you can imagine because they are out there. 

-Your first few guests will likely be the most difficult. There are a few reasons for this. You don't have a base line to compare things to, and some guests target new hosts to pull nonsense. Be extra careful with stays over 30 days for the first several bookings. It may seem like a great pay out, but you might accidentally become a landlord with a squatter and no lease. And you might not get paid for the whole thing if the guest complains or leaves and ABB can't collect (though your calendar may still be blocked.) 

- Don't accept last minute or one night requests. There are exceptions to the one night thing-- if your space is close to an airport, train station etc. But in general, last minute or very short stay guests are the folks who don't plan well and cause issues. Parties, porn shoots and all kinds of craziness can be wrapped up in these sorts of stays. 

-Don't cancel guests if you can help it. Ask ABB to do it (you get one freebie a year) or the guest to withdraw. If you cancel you forfeit the possibility of being a Superhost.

-Guests hate cleaning fees, so roll your costs into your nightly stay but still charge a nominal fee. If you charge nothing, guests often treat the space more like a hotel despite any rules (towels on the floor,  mess everywhere.) Charging a bit ($20-$50) sends the message that someone is going to pick up after them that needs to be paid, but its not so much that the guest is railing over "hidden fees." Our cleaners cost much more than our fee, but guests feel like its fair enough. 

-Expect that this will be more work than you anticipate. Its NOT a get rich quick scheme! There is a lot of emotional. physical and financial labor that goes into hosting.  It can be rewarding, but its work. Do not underestimate just how much work 🙂

[Laura2592]

@Colleen253 very very true.  So many stories about people who are "verified" being wanted criminals.  

[The-Stewart0]

@Laura2592 Thank you for sharing. I learned a few things and experienced some during my 2 years of hosting. Great article!

[Annie-and-Julian0]

hi , would be interesting i think to hear about some of your experiences when you have time that is:)

[Linda108]

Excellent topic and tips, @Laura2592 .  My listing is a private room, so much of what I had to learn was generally character development for me!  I learned more patience is needed with most people .  However, I also learned that I could be overwhelmed by a larger group so I decided to scale down from two rooms for a group of 4 back to a single room.  The issue of "fit" is so important, both from a guest experience and the host experience.  While I once touted the security deposit and Host Protection as a reason to feel safe, after almost 5 years on this forum, I don't hold that view any more.

[Annie-and-Julian0]

Hi Linda , we also have private rooms on Airbnb in the same house as where we live.

Have been doing this now for 5 years but this year has been awful!! Possibly due to Covid and people's pent up frustrations and them being forced to holiday at home rather than abroad due to quarantine etc.

So we scaled back from 3 rooms to 2 and switched the 'instant book' setting off too to give us more time to check that potential guests actually have read what we offer and what our rules are.

It has helped immensely and I also changed the 'same day' booking cut -off time from 9 pm to 12 noon.

So of course it's less money but I feel like I have more control and not so many last minute surprises!!

Of course we still get the off guest who still arrives early and still asks why there's no TV for example but its also definitely a lesson for me in patience , tolerance and preparedness.

I also have had to learn not to be so sensitive re how guests are especially when they arrive after a long journey for example and if their review is not what I had hoped.

[Lisa6041]

As a new host,  I found this post extremely accurate.  I've already had one person who used my 1920's  antique bedroom to store lumber breaking a antique hand painted dressing screen and then there's the man I caught running a drug and prostitute ring from my bnb, not to mention the amount of paraphernalia. I have learned during an emergency you are on your own. I have been open 55 days. 

[Laura2592]

@Lisa6041  cute listings! Raise your prices! We didn't start getting guests who were really careful with our space until we basically doubled the price we started with. Not taking last minute bookings and single night bookings helps. If you have IB you can set your account to only take people who have reviews or are recommended by other hosts. Everyone else has to inquire. You can screen better that way.

[Lisa6184]

Thank you!  The problem is the average in my area is about 30 to $40 a night.  If I raise my prices above $50 day I hardly have any bookings. At $45 I have something every day. 

[Laura2592]

@Lisa6184 you have to balance the aggravation of kicking out poor guests/possibly getting bad reviews with charging more and not being booked enough. Personally I am fine with having fewer bookings of good guests than booked every day with so so to poor ones.  The more you value your listing, the more others are forced to value it as well. 

[Olga984]

You answered my question inside me.

Thanks!

[Jill1035]

First off, great article!! I've had so much trouble setting up our listing and finding where everything is (and I have an MBA!) that I had Instant Book on because they put the fear of God in you if you don't. We wanted to require a week's stay in the summer only (Northeast lakefront property) and someone booked three nights for a week that I had two prospects for booking the full week. As soon as I got the "Congratulations! You have an Instant Book confirmed" today, I messaged her and explained the situation (she also sent me a message saying she READ in my listing that we require a week's stay but it LET her book less so...). Anyway, I canceled her with her understanding and now those dates are BLOCKED by ABB but I have someone who wants to book the whole week. What do I do now?!

[Laura2592]

@Jill1035you have to call ABB and see if they will remove the block. Never cancel yourself-- ABB will do it for you once a year, otherwise you can ask the guest to withdraw. You can set your minimum number and maximum number of days in your listing settings.

[Jill1035]

@Laura2592   Is there a specific number to call? Thank you!

[Kelly1467]

Thanks @Laura2592 ,

This was a great read and insight as we are beginning our ABB venture, Thanks.

[Nabin3]

Very well thought informations.  I just became superhost and learning a lot as I go. Had some problem with one of the guests. They tried to claim the money back after staying for three days in our place. I had to spend extra time to go through my CCTV(luckily I had some) to turn the case around to my side. It was absolutely horrendous experience. Thank you for your informations.