Why you can’t get 5-star reviews on your Airbnb listing
Airbnb reviews were created so that the Airbnb community could prosper by helping each other out. Guests rely largely on the experience of previous users to know more about the hosts and their listings.
This means that future guests will base their booking decision on your past reviews. Considering the high importance guests place on reviews, success is measured by feedback and reputation. Minor slip-ups can impact you for a very long time and, usually, there are some easy fixes to maximize your reviews and provide a service that is above and beyond without affecting your revenue or your personal time.
Are you missing out on bookings because of average Airbnb reviews? These is what you should be doing to get all 5-star reviews and help your business.
Detailed and Accurate Description
Most Airbnb guests generally look at two things: location and photos of the listing.
Adding as many accurate photos as you can gives the guests a general overview of the place they are renting and paying money for. Don’t forget to add a picture of the area, makes it easier to find the Airbnb!
Once you’ve grabbed their attention with your apartment walk in shower or lovely terrace where they can already picture themselves having coffee and pastries in the morning, it’s time to move on to the description.
Guests want to know exactly what they are signing up for, from the number of rooms and the bed size to that cupboard in the kitchen that shouldn’t be opened. A clean and detailed description aligns expectations and sets the bar for your place to be graded on. Promising more than you can deliver will eventually backfire because of the negative reviews afterwards.
Build a Relationship
If you’ve recently taken a look at your reviews, you may have noticed that most guests share a line or two about you as a Host. The trick to note is that one of the questions Airbnb asks your guests is to ‘share their story’. While this should be related to the story behind their stay, 90% of the time the question is answered with a review that is more about the Host and their character than the property itself.
One of Airbnb core values is to create an interchangeable community of hosts and guests that goes beyond sharing the same space for the duration of the guest’s stay. Unlike hotels which deal with guests in a strictly business and professional manner, without engaging with them at all, the Airbnb experience focuses on the interaction between guests and hosts. Building a relationship with your guests can go a long way into enriching their overall experience, make them feel part of the above-mentioned community and finally, insuring a 5-star review.
If you are a live-in Host, or even a live-next-door Host, you have a massive advantage as you can build rapport person to person. Tell them the story behind your house and your choice to become an Airbnb host, show them all the nooks and hidden cupboards in the kitchen, do everything you can to make them feel like this is THEIR space, even if only for a weekend.
Remember! Everyone is different.
Naturally, you need to suss out each individual guest to gauge how much personal contact they want, but if they’re open to it, it can really take their experience above and beyond.
Give them personalised tips, get to know what they like doing and offer them a few recommendations based on their own specific interests. Providing suggestions on activities and events in your city or directing them to your favourite restaurant will undoubtedly make a difference. Who has never felt like a fish out of water on their first day in a new city, with a terrible fear of choosing the usual tourist trap restaurant? This is where you come in, more informed than a Lonely Planet and more reliable than TripAdvisor!
It is trickier if you are a Nomadic Airbnb Host, but not impossible. The trick is your communication up to, during, and after their stay. Make sure they feel like you’re around the corner ready to fix things and answer any question they might have. This way, even though you are not there, you’re still connected with your guests, making sure that they’re well looked after and appreciated.
Top Notch Service
Put yourself in your guests shoes and think…what perks and services would make you say Wow?
– Prepare a welcome hamper
Jam, tea bags, milk in the fridge, fresh fruit and some basic necessities are always incredibly appreciated and don’t weight too much on your finances. You don’t have to go overboard with a welcome package that hurts revenue, but a little token goes a long way. Some guests really appreciate it if you leave a local gift, such as fresh sweets from the bakery around the corner. It makes them feel like they are starting to know the local culture and you’re helping them with that.
– Communication
Contact the guests a few day before they arrive and make sure they have all the info they need — i.e. directions to reach your house, phone number, any special request. Even a weather report 24–48 hours before their arrival could be a great strategy.
For guests staying longer than four days, check in again a couple of days into their stay and on a regular basis to help make sure everything is going well. If anything needs fixing you can fix away, rather than waiting until the end of their stay which may affect the experience of your next guests.
A guest experience doesn’t end on their last day! Follow up a couple of hours after check-in to make sure everything is going smoothly and encourage them to give you any feedback.
– Make yourself available at all times
If there is a problem such as a faulty AC or a broken light bulb, be always on top of it to fix it. Everybody loves a problem solver.
– Provide additional services
As a Host, you’ve probably faced times when your guests’ requests bordered on unreasonable. Can I check in four hours before the displayed check-in time? Would it be possible to have a cake delivered before we get to the apartment? It’s a surprise for my wife’s birthday!
If you’ve been a host for long enough, you probably have a couple of funny stories yourself.
You can’t possibly provide everything your guests need, you’d have to be at their back and call all day long, but sometimes just pointing them in the right direction will make a huge difference.
Here’s an example from Abby, a Paris Airbnb Host:
“As an Airbnb host I think it’s really important to go that extra mile and give your guests as many tips and tricks as possible, that will make their stay completely relaxing. I find that my vacation rental serves primarily Americans travelling to Europe, so guests often arrive early in the morning after an overnight flight. Therefore I provide information on luggage storage options in locations close to my apartment available through companies like Stasher, who offer renters a way to make that first jet-lagged day much less stressful if an early check-in isn’t an option. This is an easy way to help guests as soon as they arrive, and ensure they can make the most of their trip to Paris, which will really help your ratings.”
Having to drag their luggage while they make the most of their first or last day in a city is often one of the main issues Airbnb guests face, especially those used to hotel services. While you may not want to allow an early check-in or late checkout, there are other ways to solve the issue. Companies like Stasher put tourists in touch with local businesses where they can safely store their bags while you get their room ready or prepare for the next guest.
Luggage storage is only one of the many requests you could easily solve at no added cost. Think about airport transfer or a handy flyer to a local spa!
Have Modern Amenities
What really differentiates hosts from 5-star hotels is the service they provide to their guests. Providing amenities is part of the Airbnb experience nowadays. Hosts who do so will get outstanding reviews from their guests and soon be considered a Superhost.
Some of the amenities you may consider proving are Netflix, a premium choice of tea or coffee, a Keurig machine, or a bike to wander around the city.
Make sure you adjust the amenities you’re providing to the type of guests you’re receiving. A family may appreciate cereals and milk, while a business traveller would value a nice and reliable coffee maker.
