10 Ways To Streamline Airbnb Hosting & Make Guests Really Happy
/
Have backup access options on site in case your guest is having an issue getting into the property. Whether it’s a key in a lockbox with a code only you know, a locked closet with a key hidden somewhere inside the property, or a smart lock you can control from anywhere - I love August, be sure to have multiple backup plans in place in the event a guest gets locked out. Technology simplifies so much of life these days, but it also frequently fails us. Don’t get caught in a situation in the middle of the night where a guest has no option to get inside the property other than you or a locksmith showing up.
Film quick videos of anything in your home that might be confusing to guests. Do you have a door that gets tricky when the temperature changes? Does the power go out in the bathroom when too many hairdryers are in use and it trips the GFCI outlet? Got a fancy oven that requires special instructions? Maybe it’s just that your guest has never used a Nest thermostat or Apple TV remote and needs some quick guidance. Save yourself heaps of time by filming short videos where you address these issues. Upload the videos to an unlisted YouTube channel and send links to the videos as needed!
Use QR codes to your advantage! QR codes can be incredibly useful at helping guests solve their own issues. Remember those videos we just talked about? You can create a QR code that links to the video and have the QR code printed in your house guide for easy access. I wouldn’t suggest taping QR codes to every surface in your home. You don’t want to be THAT host. Keep it simple.
Create a detailed house guide where you provide every bit of information you can think of about your home! Send guests a digital copy in the Scheduled Message we’ll talk about next, but also print off a copy, laminate it at the Fed Ex store using the industrial laminator I wish I owned, and have it at the house for quick reference. Provide instructions for locking and unlocking doors, how to use the TV, how to use the convection oven, wi-fi network and password, where the outdoor trash bins are located, how to change modes on the heating and air conditioning system, etc.
Set up scheduled messages in the Airbnb app. Airbnb now has a feature where you can schedule messages to go out to your guests at specific times. You can create a template that auto-populates your message with things like House Manual, Directions, Check-In Instructions, House Rules, Wi-Fi Info, etc. 3 days before my guests arrive they receive a scheduled message telling them everything they’ll need to know on their trip. You might also schedule a message for the day after they arrive to see how their stay is going. One caveat is don’t overdo it. No one likes being bombarded by messages each day of their vacation. Use in moderation.
Create a house inspection form for your house cleaner or home inspector to use between each guest. Whether it’s a good ole fashioned Google Form, an app like Turno, or an unlisted page on a website, having a web-based inspection form where your cleaner or home inspector can certify that everything is in great shape(or not) will ensure you are keeping your home in tip top condition for the next guest. Make sure the inspection form is thorough, but not so tedious that the person will skim through it because they are overwhelmed.
Keep a detailed list of your home furnishings for easy replacement. Things break or stop working. It’s inevitable. Have a detailed list of the furnishings, linens, appliances, etc. in your home, so that when it breaks or is damaged by a guest, you know exactly where to find a replacement. Maybe it’s an antique piece or simply extinct because it was made in 2004 and not even the manufacturer remembers making it, but at least you’ll have some reference point to possibly find a used one somewhere. Be sure to download my free Home Ready Checklist to make sure your place is ready to get those 5 star reviews rolling in!
Create the perfect itinerary of recommendations for food, drink, and activities you can share with each guest! One of the things I get the most positive feedback from is a list of local recommendations I send every guest before their trip. I got the idea from a long time client who wanted to do this at the Airbnb I manage for him. What a great idea! The list is tailored to the specific neighborhood they are staying in and includes ideas for food, drink, and things to do. The magic is that it doesn’t just tell guests where to eat, but also tells them what to order when they get there. If I’ve learned anything in the hospitality business it’s that people love not having to think about decisions on their vacation. This is one time when it’s ok to tell people what to do! Feel free to get in touch with me on this page and I’ll send you a free copy of one of my recommendations list for Nashville!
Keep an up to date log of issues your guests have had and how you solved them. Each time an issue comes up at a property I log it into a spreadsheet I keep in Google Sheets. I list the category(plumbing, appliance, door lock, hvac, etc.), how I resolved the issue, what types of tools and supplies were needed, and list any vendor I might have used for the service. This way, I can easily refer back to the guide anytime an issue comes up that I may have solved in the past. This also gives me the ability to hand someone a thorough troubleshooting manual in case I need their help overseeing things.
Use a receipt scanner to keep track of your expenses. Forget worrying about all of those paper receipts from the local hardware store, the plumbing company, and Costco. Each time I spend money on something for a property I simply write the property on the receipt, write what it was for if it isn’t already clear, and scan the receipt into my cloud storage folder for property receipts. Dropbox has this feature built into their software. This makes accounting for everything a breeze when I go back to my accounting software.