Do you struggle to get five-star reviews from your guests? It’s a problem that all Airbnb hosts face and one that isn’t easy to overcome; some guests love to find things to complain or mark you down about, and others just never opt for the top score. But, there are certain things you can do to increase your chances, starting with understanding the Airbnb review system. Your guests are asked to rate a series of criteria – listed below – from one to five based on their experience. But read on to find out more.
Cleanliness should be an easy one to get right. Take time to clean your property properly between every guest and you should do OK. Remember though that some guests are harder to please than others, so if you really want to guarantee that five-star rating every time, go beyond the obvious and clean all those hard to reach places as well. If you struggle to find the time or desire to clean, hire professionals to do it for you; they know what they are doing and will produce top results every time. It could also come as part of a property management package, such as those we offer, so you have plenty of options.
Accuracy looks at how accurately your advert describes your property and guest experience; it’s all about expectations. Scoring highly here has a lot to do with your property listing. Yes, it is important to sell your property and attract guests, but over exaggerating what you have to offer is your downfall when it comes to reviews, as guests will automatically be disappointed. Be realistic about the space, amenities and local area, and they should score you highly here, especially if you undersell and over deliver.
Is your property good value for money? This is likely to be a bit subjective as everyone’s expectations are different, but it’s about getting your prices right. Yes, you want to maximise your income, but the higher your prices, the higher the expectations. The best thing you can do is have a look at your competitors and see what they are charging. If you want to charge more, think about how you can increase your offerings and add value to your service, perhaps through early and late check-in, leaving a welcome gift or teaming up with a local tourist attraction to offer discounted tickets to guests.
For some, Airbnb is a riskier option than a hotel. Communication is therefore not just important in terms of the Airbnb algorithm - it favours hosts that respond quickly – but also in terms of building trust and making your guests feel relaxed and welcome. If you answer questions quickly, provide helpful answers and are contactable before, during and even after their stay, you should score highly here. Also, leave your contact details in the property and act quickly in case of problems, or, alternatively, keep your social life and let us be on call and act for you 24/7; we’ll always respond quickly.
Your guests may be arriving at your property after a long journey, be tired, hungry and laden with luggage. The last thing they’ll want is hassle and a long, drawn out check-in, so make 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 and have contingencies in place for if they are delayed and can’t make the agreed time.
You can’t do anything to change your location; your property is where it is. But, what you can do is give an honest depiction of your area in your property description, so your guests arrive knowing what to expect and are not disappointed. If you’re in a tourist or business hotspot and close to all the greatest 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 the 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.
- Overall experience
The best way to score highly here is to 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.
Speak to the Airbnb Management Experts
One of the most important things to remember, though, is that reviews are a lot about the host. You can have the best property ever, but if they didn’t get on with you as a person and found you unhelpful or distant, they are less likely to remember their stay positively. Make an effort to be friendly; smile, be helpful and build rapport with your guests and see your reviews soar. If you need more help or advice though, give us a call, and we’ll see how we can help.