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]

@Carlotta119 your place looks amazing! I think your pricing looks reasonable for the space. I only wish I was traveling to Europe right now-- I would book!

[Carlotta119]

@Laura2592  thanks! It’s slowly getting better the more I read advice and posts in the community. Ciao!

[Martin3939]

Hi, we're very new to ABB. (first booking for 4 weeks next month). Some questions : (1) do you advise we ask renter for id before he comes? (2) do we have to provide cleaning (laundry/towel change) weekly or leave supply and just clean up at the end of the rental period? (3) We have had no contact with the renter... Is that normal?

[Laura2592]

@Martin3939 some hosts are required to ask for ID in their countries/areas, others are not. Its never a bad idea. Some guests get offended, but I think if anyone is offended there may be a reason you don't want them in your space! If you require ID you should put that in your house rules ('We require all guests send us an image of their identification with their photo after booking. This is to ensure safety and capacity requirements are met.') 

We leave linens once at the beginning of the stay but we only host short term guests. Longer stay hosts sometimes leave fresh linens mid stay. It also depends on if you have laundry facilities on site.

[Helen744]

@Helen744 Hello Martin. Bear in mind that they are your linens. On long term stays we do a clean once a week and change all linens including towels . we do not do anyones personal washing but give both kitchen and bathroom a good scrub and vacumn all rooms . We do not let anyone stay without names and phone numbers ever. Airbnb offers Airbnb for work and a category to ask for names of other people .this way maintenance does not get away from you .

[Anne10908]

Thank you for this.  This was forwarded to me after I was bummed out after a recent guest experience.  Everything you say here is so much appreciated and helps give me hope as a newbie host.  Thank you for helping me get back up, dust off and know I can and should keep going:)

[Kelsey234]

I just had to deny my first inquiry and found this post after. It brought me some relief. We have only been hosting for a little over a month and while things have mostly been positive, I've already dealt with missing cutlery, broken dishes, and somebody smoked inside my house even though we have a no smoking policy. unfortunately I caught that one too late and only noticed when I went to shut the blinds and saw ash on them, shortly before new guests arrived (although now I know those people didn't just smell terrible). I just had an individual inquire to stay for a month despite us being short-term rentals only, very short notice and asked for over $500 off. I politely asked the nature of his trip and he said he was just coming with a friend to visit. He also only recently joined airBnB so had no reviews. I feel bad saying no but it seems like a big red flag to me and judging by this post, I made the right call! 

[Sarah977]

@Kelsey234  Be aware of the difference between inquiries and requests. For an inquiry, you do not need to decline if it's inappropriate. All you need to do for inquiries is message back within 24 hrs. 

For requests, you do need to either accept or decline within 24 hrs.

[Evans19]

Thanks a lot for this, am a new host. My first clients wanted my whole space different from what I listed, also a personal maid. This didn't sit well with me, your advice helped a lot. I requested ABB cancel for me. I still want to be a Superhost! Lol. Thanks again.

[Madelane0]

Hi everyone, I am totally new at this and still on a learning curb. I have 4 guests who arrived yesterday for a one night stay, they requested to use the washing machine and dryer which is not in the apartment, although I have offered it on my list of amenities, I feel at the rate they paying for the apartment its not cost worthy, would it be ok, if I write in my house rules that Washer/Dryer can be used only for a 4 night  or longer stay. Any suggestions would be appreciated. Thank you in advance.

[Mursy0]

I love this, thank you for writing! I am going through this right now, my guests books for 50 something days and they are breaking all my house rules. I don’t know what to do. I was being accommodating, I went out of my way to buy them a fridge, and these people are so inconsiderate of my home. What do I do? 

[Sean140]

Laura2592 well said.  It sounds like you have learned a lot from your hosting experiences.  Thank you for your input and sharing.

[Stephanie2942]

Hello! Thanks for this encouraging post. How do you handle guests that don’t read your instructions that are provided to them during check in (ie how to use the heat, where things are located, etc) and then complain in the review that these things weren’t functioning. We have had all 5 stars reviews up until one troublesome guest who did not read any of the check in instructions. How do you combat one bad review from someone who simply did not review your instructions.