Personalising Your Airbnb Property Service Putting Your Guests First
Whether you’ve been an airbnb property host for a few years or even just a few months, chances are that you’ll have already encountered at least one dissatisfied guest. Now they could be a serial complainer, the type of person who’s never happy with anything, but as a professional airbnb host you can never allow yourself to think that way. The customer is always right and you need to keep him or her happy, if you want return business from them.
Use adversity to improve your airbnb property service
There’s a better way to look at this ongoing challenge. It’s an opportunity to thrive on adversity, raise your game, seize the day and improve each and every aspect of your airbnb property management service. So how exactly can you ensure you deliver a premium quality customer service every time for all of your guests and in return get these much coveted five star customer reviews?
Put yourself in your guests shoes
We’ve all suffered disappointment in our lives. That overnight hotel stay where the bed was uncomfortable, the much hyped dinner that was a let down, or a holiday abroad that just didn’t meet your expectations. And that is indeed the key, expectation. We all have a picture in our mind of how we’d like things to go and when it doesn’t pan out that way - for whatever reason - it’s this that creates that sinking feeling of disappointment.
Set realistic customer expectations
The best place to start is to think like your guests and set expectations realistically. This means that you need to be able to demonstrate and fulfill everything that you detail in your property listing. No point in saying that your airbnb property offers panoramic views of a local landmark, when your window overlooks a building site. This may seem rather obvious, but you’d be surprised how often people do this. And taken in isolation, how can a guest trust you if you can’t get this basic detail correct?
Make your guests feel comfortable and at home
Guests look for a blend of the intimacy of an airbnb property with the solid predictability of a hotel. In short a personal hotel. So if you were visiting a reasonably priced hotel tonight what would you expect to see? The answer to this will vary, but most people would look for a spacious, scrupulously clean room, where you can hang your clothes comfortably and a sanctuary you can relax in, where the TV and internet works, and you can charge your personal appliances. Now that’s not really difficult but again sometimes guests can be taken for granted.
Elite’s top tips to help you keep your guests happy
Be honest and accurate - guests always want to know what they’re getting and how things work in your property, so make sure your messaging is both accurate and realistic
Make sure your property is spotless - The old adage that cleanliness is next to godliness truly applies here. It might be useful to allow us to professionally clean your property prior to each occupancy, but if you choose to do it yourself, do so carefully and thoroughly and don’t miss anything!
Ensure your bedding is fit for purpose - avoid putting your guests off by investing in a mattress that’s firm enough to cater for both adults and children. Provide a range of pillow types and good quality linen so that people can have the most enjoyable night’s sleep possible. It’s not rocket science to establish beforehand how many people will be staying at your property, so that you’ll have proper beds for them all.
Provide a Welcome Pack - in these circumstances there can never be too much information. Let your guests know where local amenities are, places nearby that they should visit, and restaurants and bars where they can enjoy themselves.
Provide a charging station - most guests, whether they’re families or business travellers would reasonably expect to be able to access a TV or use their own devices when at your property. Always remember to have a charging station where phones, tablets and laptops can be recharged, as well as leaving details of the WiFi password for all to use.
Always be available to handle questions - it’s your responsibility to always be contactable - preferably 24/7 - so that guests can text or phone you for immediate support
Remember one size doesn’t fit all - short-term airbnb rental experiences are all different so you should take the time to learn what you can about your guests before they arrive. You can then take extra measures to show them how much you value their comfort and experience. It could be all it takes to get that five star review and earn a loyal guest for life.
Elite can help you manage your guests, every time
If the preparation and actual letting of your property sounds like hard work, it doesn’t have to be. The good news is that Elite Property Management can help. We understand that you everyday challenges, so our team of dedicated Airbnb property management experts can arrange everything for you, reducing your time commitments and daily stress levels, letting you get on with your busy life. Elite works very closely with you at all stages throughout the letting process. As well as helping you get started as a host, we’ll take all the pressure off you, by carrying out the following services:
we can automate all of your guest communications and create an inviting welcome pack
we’ll clean and maintain your property to a very high standard
we can help with the meet and greet, if you’re unavailable
we’ll help you to get five star customer reviews
So, what are you waiting for? If you’ve got the property, we’ve got the Airbnb management expertise to get things off the ground for you, allowing you to fully enjoy the financial benefits. Contact us today to find out more.