If you’re running an Airbnb, hopefully, you take your reviews seriously. But even if you do, you mustn’t fall into the trap of simply seeking out the good stuff and patting yourself on the back. It’s vital you learn from both good and bad comments, and actively make changes to improve your service. This article covers some of the most common (and telling) guest comments that give us all an excellent “learning experience” and help us become better Airbnb hosts.
POSITIVE REVIEWS
“Outstanding service from the start…”
This phrase could mean any number of things in business. However, with vacation rentals, “outstanding service” is likely due to excellent communication delivered from the outset. This means always replying promptly to any questions, providing clear, detailed information about your accommodation (including entry instructions) and following up with a quick text or phone call to check that they’ve settled in.
“A pristine, clean home…”
It may sound like a no-brainer for some, but guests love sparkling clean accommodation and almost always comment on exceptional cleanliness when they see it. No one wants to see dust or feel that they’re obviously sitting in a room where hundreds of others have sat. Also, no one wants anything less than crisp, perfectly laundered sheets. So go the extra mile and make your place sparkle. Your efforts will be rewarded!
“They left us a welcome kit!”
We’ve often talked about welcome kits in this blog—for good reason. A vacation home rental or Airbnb differs from a hotel in that it’s more personal. Some hotels may throw in the obligatory bottle of cheap wine, but that doesn’t always hit the spot. Make an effort to offer local wine (or beverage), and add some locally produced nibbles. And if you really want to impress, leave them a short welcome note, personalised with their names — and you’ll win them over for life.
“We were given thoughtful tour guides and pamphlets.”
How would you know the local hotspots if you’ve just flown into town and have never visited? As host, give your Airbnb guests a head start by providing local guides highlighting tourist attractions, fun events and popular eateries. It all helps to make them feel welcomed and looked after.
“We loved the bath/outdoor shower/Jacuzzi…”
Guests often rave about pampering amenities — even if these features are not super-luxurious. Think of anything that offers ‘self-care’ and is enjoyable, and add it to your property if you can. When guests are on holiday, they want to do fun, enjoyable things that they don’t always have time for at home — which is why outdoor showers and Jacuzzis, in particular, are so popular.
“We loved the thank you message after we left.”
It’s the little things that count. It’s surprisingly simple to please the pyjamas of your guests — you just have to be thoughtful. So write a little note to your guests after they leave, thanking them for their patronage, and they’ll feel appreciated. Because everyone likes to feel appreciated.
NEGATIVE REVIEWS
“The house was too hot/cold…”
Unfortunately, room temperature matters—a lot. So, if you don’t have decent air conditioning, you may need to address this problem head on and have it installed. Yes, it’s expensive, but guests want to feel comfortable — not having to reach for their jumper or clamber for a cooling fan.
“Accessing the property was a nightmare.”
This is a common complaint, and it shouldn’t be. Unfortunately, we humans often make the mistake of thinking everyone knows what we already know. But that’s not the case. So, if you know the key box is hiding under some obscure nook, don’t expect your guests to find it easily. Spell out the directions. Use photographs if necessary. Ideally, make key access super easy by keeping the keys close to the front door and making instructions incredibly simple.
“We had to search for blankets.”
Ensure you leave plenty of extra blankets and throws so guests can find the exact type of comfort they need. And make the storage location clear. You can even put a sign on the cupboard door and leave details in the house instructions.
“The pillows were uncomfortable.”
We’re all a bit fussy regarding our pillows, so this complaint is common. Fortunately, this problem can be remedied by keeping a supply of differently sized and shaped pillows so even the fussiest sleepers can find what they need.
“Contacting the host was hard work.”
Needless to say, this complaint should not happen. If a guest reaches out to you, reply immediately. It’s expected— and by doing so, you’re building a relationship with your guests while simultaneously keeping them happy!
“We couldn’t cook a decent meal.”
You needn’t provide a 5-star chef’s kitchen – no double oven is required. Still, short-stay and holiday accommodation should have the full range of cutlery, crockery, basic cooking utensils, saucepans, fry pans, salad bowls, a microwave, oven, toaster, and so on. Remember, in today’s economy, tourists don’t want to eat out every night; many would prefer to stay in, save money, and cook a quick meal in your kitchen.
Need help managing your holiday home rental?
If you’d like to generate more income without the hard work, contact Cloudbnb today.
Perth-based Cloudbnb can maximise your earning potential and minimise the stress. Our complete short-term holiday rental management service makes getting the most from your rental property (like 14% in passive returns) without lifting a finger.
We do it all:
- Property listing management & marketing – Check-in & customer communications
- Cleaning, laundry & maintenance – Ensuring that 5-star feel every time
- Styling & photography – Guest vetting – Keeping your property safe and secury
- Property insurance
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