Keeping Demanding Guests Happy
It doesn’t matter, whether you’re an Airbnb host in London, Dubai, Paris, Hong Kong or Edinburgh, chances are , from time to time, you’ll come across some very demanding guest(s). These are people who can, and very often do, find fault in even the smallest of things, as is their right to do so. Whilst it can test your patience; there’s another way to look at this type of challenge. It’s difficult, but you can actually thrive on this type of pressure, as a means to raise your game, seize an opportunity and improve all aspects of your airbnb property management service. So how exactly can you ensure you deliver a premium quality customer service each and every time for all of your guests and in return obtain great customer reviews? Read on to find out.
Always Set Realistic Expectations
Always be honest with the description of and the amenities that you advertise on your Airbnb property listing. If you’re even slightly disingenuous - sometimes accidentally - you may find yourself dealing with an irritated guest, willing to question any and all aspects of their booking. Guests naturally always want to know what they’re getting and what useful amenities are close by, so make sure your messaging is accurate and realistic. If they think they are getting a substantial apartment in the heart of Edinburgh and arrive to find a minimalist flat on the outskirts of the city – then you’re probably going to get a bad review. Part of providing a quality customer service, is to always be honest and informative with your guests. Letting them know where the city attractions are, and the heart of the action is - and how far away these are from your property - is absolutely essential.
Always Be Available For Questions
You’ve secured some lucrative bookings and it’s therefore very tempting to relax and switch off. However, things can and do go wrong when guests arrive, and as their host, it’s your responsibility to always be contactable, preferably 24/7, so that guests can text or phone you for immediate support. You can help things greatly by having a Welcome Pack and as much useful information available for guests. Things like, how to turn the heating up, where to find additional linen, and how timer switches work, may seem logical to you when you know the answers, but can easily irritate clients if they don’t. Remember the old adage to never assume. If you’ve another job it might be tricky at times to answer the phone or attend at the property, but you can ensure that you’re represented with a co-host taking care of guests’ concerns. It’s also vital that you take all queries and complaints seriously, as failure to do so could mean a very bad review coming your way. Which doesn’t help your future booking prospects whatsoever.
Cleanliness Is Next To Godliness!
In previous blogs we’ve discussed how vital it is to present a spotless property for guests. This should always feature heavily in any airbnb property management strategy. Whilst you can use a professional cleaning management service to help you, if you’re not, then you should take extra care. With a certain degree of chilling inevitability, you should focus on one room at a time, starting with the bathroom. The last thing a guest wants is to find hairs of previous guests floating around a blocked shower drain. Make sure the toilet, bath and shower are absolutely spotless and ensure the shower curtain is replaced regularly to avoid mould. Elsewhere, bed linen should be clean and dust mites removed from around cornices, light shades cleaned, and greasy fingerprints erased from light switches.
Help Your Guests Get A Good Night’s Sleep
One of the biggest complaints guests flag in reviews is that their bed was uncomfortable, or that sleeping arrangements for their family were less than ideal. Avoid putting off potential guests by investing in a mattress that’s firm enough to cater for all guests, 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 also 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.
Always Stay Cool Calm And Collected
No matter what lengths you go to, even experienced Airbnb superhosts will still occasionally come across guests who are not best pleased about something. It’s important that you keep your cool and don’t react emotionally to any complaints and criticisms. This starts by making sure you set very clear expectations at the outset with your Airbnb messaging, house rules and provision of accurate information for your guests. If they can see you’ve made the effort, then this will minimise any fallout from the booking.
How Elite Can Help You Manage Guests
If the preparation and actual letting of your property sounds like hard work, it needn’t be. The good news is that Elite Property Management can help. 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.