Getting Better Customer Reviews
Do you often struggle to get good quality reviews from your guests? It’s a problem many Airbnb hosts have and one that isn’t always easy to overcome. Feedback is the cornerstone of Airbnb property management. As a host, it’s a great opportunity to learn what your guests thought about all aspects of your property and their stay. As a host it’s also a chance for you to share your view on people that have stayed at your property. This trust-based system allows people to make informed decisions about holiday let management, and for hosts it’s a fantastic way to increase your ability to gain future rental income..
How Airbnb reviews work
Reviews are optional but are strongly encouraged. From long-term rentals to short-term lets, guests and hosts should take the opportunity for two-way feedback. Some guests will always find things to complain about, and others whilst pleased with their experience, will still not give you a top score. There are certain things you can do, however, to increase your chances of a more constructive review, starting with an understanding of how the Airbnb review system works.
Your guests can leave a review of their stay with you for up to 14 days after they’ve completed their visit. Reviews can be up to 500 words and as long as they meet content standards, people can be free and frank in their opinions. Guests can also leave you private feedback, which is usually a constructive and useful tool to improve your offering to customers. Guests are asked to explain things they loved about their stay and points where they feel things could have been better.
Understanding the criteria hosts are judged on
Cleanliness
Should be straightforward. Always take time to properly clean your property between lets, not forgetting to including all those hard to reach places as well. If you struggle to find the time or desire to clean, Elite Property Management can professionally do it for you.
Setting expectation
Accuracy and attention to detail is also vital. Does your advert describes your property and guest experience, sensibly? It’s important to advertise your property and attract guests, but over exaggerating what you have on offer can be a downfall when it comes to reviews, if you ultimately disappoint your guests. Be realistic about your property detail and the amenities available in your local area, and guests are more likely to leave you a favourable review.
Providing value for money
This can be subjective as everyone’s expectations are different, but it’s simply about getting your prices right. You want to maximise your income, but the higher your prices, the higher the guest expectation will be. Look at your competitors and see what they are charging. If you want to charge more, think about how you can increase your service offering, perhaps through early and late check-in, leaving a welcome gift or teaming up with a local tourist attraction to offer discounted tickets for guests.
Communicate effectively
Airbnb holiday lets might not always initially convince prospective guests. Effective communication is important in building trust and making guests feel relaxed and welcome. If you answer their questions quickly, provide helpful answers and are contactable before, during and even after their stay, then guests are more likely to score you highly. Always leave your contact details in the property and act quickly in case of problems, or,
Personal check-in/out
Your guests could be arriving at your property after a long journey. They’ll be tired, hungry and laden with luggage. The last thing they’ll want is the hassle of a long, drawn out check-in, so help them by making it as simple as possible. Greeting your guests in person builds rapport and trust, but if that’s not possible, you can always opt for a key safe and personalised welcome pack. Whatever option you choose though, make sure your guests know how to find your property and what to do when they arrive. You should always have contingencies in place for if they are delayed and can’t make the agreed time.
Location
You can’t do anything to change your location. But, what you can do is give an honest depiction of your area within your property description, so your guests arrive knowing what to expect and are not disappointed. If you’re in a tourist or business hotspot close to the best attractions, your area will sell itself, but if not, that doesn’t mean you have to accept a low score. Make an effort to show off local highlights in your welcome pack, a cosy restaurant, beautiful walk or even the handy transport links that mean your guests can get wherever they want.
Small touches can make a difference
Put yourself in the shoes of your guests and think about what they would want to make their stay as memorable as possible. There are some obvious things you should do like make sure your property is clean, functional and comfortable but it’s the small touches that make the difference, and those will depend on the types of guests you are trying to attract.
Elite can help you
Elite Property Management can help you will all of the above mentioned aspects, to ensure you’re providing the best airbnb property management service you can. One of the most important things to remember though, is that guest reviews are mostly about the host. You can have the best property ever, but if guests don’t get on with you as a person or find you unhelpful or distant, then they’re less likely to remember their stay positively. Make an effort to always be friendly, smile, be helpful and build rapport with your guests. If you can do all of that your reviews will soar.
If you need more help or advice, give us a call, We’ll ensure your airbnb property management experience is always a positive one.