5 Airbnb Checkout "Potholes" To Take Advantage Of - For Hosts & Owners - Issue #7 | Cape Town Airbnb Management Agency
Call Us Today: +27-82-955 6464

5 Airbnb Checkout “Potholes” To Take Advantage Of – For Hosts & Owners – Issue #7

By in Uncategorized with 0 Comments

Dear JetPack The Airbnb checkout process is something that all hosts (and owners) need to be a
ho

5 Airbnb Checkout "Potholes" To Take Advantage Of – For Hosts & Owners – Issue #7
By Johan Horak • Issue #7 • View online
Dear JetPack
The Airbnb checkout process is something that all hosts (and owners) need to be aware of and take the time to prepare for. The truth is, there are a lot of pitfalls that can ruin your experience with guests and give you low reviews.
But if you’re prepared, these issues can actually help you get more 5 star reviews and keep everyone informed!
In this article, I will discuss 5 common checkout potholes to anticipate and use as an advantage in getting more positive reviews from your guests; and to keep our owners informed and happy.

Airbnb hosts are not able to simply just ignore their guests, give them a key drop-box, and hope they leave the home intact. Yes, it will save time, and reduce call-out costs but this is about increasing demand with positive reviews.

Today’s professional Superhosts rely on getting 5-star reviews from ALL departing guests. As you know by now there is a nearly direct link between the number of reviews and occupancy.

One way an Airbnb Superhost can gather up more five-star reviews is by coaching and guiding the initial guest conversation and setting firm expectations for the stay and departure.

Setting the scene will better ensure the integrity of the house after checkout and that all parties are satisfied.
Why do Airbnb hosts need to be present at the time of checkout?

Besides the first and last moment, this is your final opportunity to positively influence a guest’s impressions.

Take note: Guests are prompted to review their experience within 24 hours of checking out.

If you have given the departing guests a great experience, all will be good.

Or will it?

The scene, however, must be set with the pre-and at arrival “setting-the-scene” expectations discussion.

Just like with check-in, being there in person at checkout is always advisable whenever practical. You want them to feel obliged to your hospitality. Give. And give. Your heart is enough. They’ll know.

Being there in person re-activates the “human element” of the Airbnb hosting experience and allows you to confirm that your guests have had a positive experience or address anything that may have been an issue throughout their stay.

Both of these outcomes will be important in ensuring you receive the best possible reviews very shortly.

As you know, everyone’s priority is to get out of your Airbnb rental as quickly as possible. It’s understandable but there can be a lot lost in the process, including any feedback you may have wanted from the guest! Guests are the best (only) judges ever.

This can be as simple as asking if there is anything that needs attention or checking on any concerns they may have had during their stay. Obviously, when they mention something serious, it may mean they did not feel at ease approaching you during their stay.

I remember a lady staying with her son for a month in a great home. She was given the whole pre-arrival spiel. When she left she gave us a nasty review because a doorknob was broken. Apparently, she is a private person and did not want anyone to attend to the issue.

A guest arrived, the instructions indicated that there was only street parking. He was never told where to “street park” and gave the host a 1 out of 5 overall.

In the big scheme of things, one extreme guest will not break the bank. But as hosts, we must try and anticipate the off-the-charts demands and expectations.

If you have something that may go wrong leave it to a fool to find it. Rather do a foolproof audit and inform guests before they book and repeat it at arrival. Fools tend to be less foolish when he is told about things that can go wrong.

Something we have not done, but is recommended, is where hosts ensure guests complete a quick and easy online Guest Feedback Form. Cool ideal. Don’t you agree?

Well, if you have any doubts, read Influence – The Psychology of Persuasion Robert Cialdini. He will tell you that when people put their signature to anything they feel obliged to defend it.

Let us, in the future, use this psychology at checkout; with their exit interview with the host present, they may give you good feedback. And when they do the Airbnb review they will just continue in the same vein. More in a future edition.

Guests Expectations Settings Starts Before Departure

I have referred to this topic above but let us elaborate:

It’s imperative for a host to set expectations from day one. The guest must feel very welcome while confirming the stay guidelines in a gentle but firm manner. They will love you for being honest.

Guests do not always know what to expect from a self-catering home. Most new guests often compare it unfavorably to hotels that come with a certain expectation of services.

We understand that it is not always possible or feasible for our guests to get everything they want, but we cannot allow a guest to have such unmanaged expectations. Seeking out these unspoken needs and giving them a voice is the way out. If not they will drop you a bad review on departure.

Important:

Let your guests know that you will be present when they checkout during their arrival during check-in. Tell them that they should have fun, use the house but please leave it tidy.

This reminds me of checking the number of guests who booked.
Only technology can assist you to verify if guests are honest. But larger houses that may attract the party crowd should invest in tools to check guest numbers.

Why?

  • Airbnb is clamping down on parties and this includes houses prone to parties.
  • Airbnb may allow you to kick guests out if they are more. But if you establish the excess numbers only on departure you are to blame.
  • The cost to count guests every day and the little risk (although severe) does not warrant a daily check. Rather invest in technology – like these but there are others as well. I wrote about parties here but the suggested tools are too invasive.

Asking Guest For A 5 Star Review Rating

Setting expectations of your own is important. Most guests do not know that a 5 out of 5 ratings is great. Some believe 4 out of 5 is good enough although they were very happy. We have had guests who gave us 5 out of 5 for every sub-item but overall 4 out 5. Never let that happen. Ask them for a 5-star review.

And tell them at arrival, “If you have any issues don’t wait for the review! No. Tell me immediately. NOW! My job is to ensure your 5-star experience.”

It’s important to tell them you are giving them a 5 star home. You expect them to have a 5-star experience but YOUR SuperHost status depends on them returning the favour.

Why Is It Critical To Check For Damages & Losses Immediately?

If you need to make a claim under the Airbnb Host Guarantee or your security deposit, you only have 14 days from your guest’s checkout date or before the next guest checks in to do so. This last bit can be tricky. You don’t need all the evidence and costs but get the claim in as Airbnb will try and use their T&Cs.

It’s important to have proper evidence in place when making a claim. Take photos of everything. Everything. If your guest is a nightmare, you’ll need to provide Airbnb with evidence in the form of text messages and other communications. Keep records.

How To Check For Damages and Losses?

Various guest checkout procedures exist. I believe the best is to keep it simple but effective. You’ll notice the following house check-out form is very simple (here) – or see below. We call it the “5 Star Property Certification.“ The intention is to focus the mind of the host on our core expectations.

Airbnb Check-Out Form & Review Of Guest By Host
Airbnb Check-Out Form & Review Of Guest By Host
Why Is A Post Departure Check-Out Procedure Like This Important?

As a short-term rental marketing agency and proud Superhost, we expect the best. We are not there yet but we try every day.

We believe……..

The house must always be 5 stars. By asking the managing host to certify it, the host is the judge of the current state, the responsible one. This is an important aspect.

Small things and “wrong” things added up by unintentionally ignoring store blindness is the result. Giving guests reason to be critical.

For example:

You can be attending the “home” for so long that you begin to miss what others see as obvious when they enter with fresh eyes. A broken lampshade, a dark spot, a crack, a blunt knife, a rusted pan; these all add up and critical guests will use it as evidence to judge you.

It is not until another guest or owner arrives and innocently says, your lampshade is broken that you are reminded that it needs fixing.

The intention is that we will send these form results to owners who want to receive them – every time upon checkout, or we can send them when we discover an issue. Let us know how often you want to receive it.

Using Airbnb Checkouts To Our Advantage!

Now that you have read the above, I must thank you.

Do you believe the above checkout procedure will improve our services? Do you have any suggestions on how it can be done better?

Obviously, you may have read about things like parties, get guest feedback at departure, etc, and how to address them. We will get to that.

Let me know. I value your feedback.

Have Fun

Johan Horak
Just another experience creator at Agency.CapeHolidays in Cape Town South Africa. Where we try our best to make owners happy, increase their investment with excellent guests going WOW every time they arrive.

Did you enjoy this issue?
thumbs up 1ae5a7bdfcd3220e2b376aa0c1607bc5edaba758e5dd83b482d03965219a220b
thumbs down e13779fa29e2935b47488fb8f82977fedcf689a0cc0cc3c19fa3c6bb14d1493b
Johan Horak
By Johan Horak
Short Term Rental Tips & Tricks For Host & Owner
share twitter 2 c23bb19c3c2dbb4d69a4a5d6630babeab20cda45cf6876450e97cd68b50d2e60Tweet share facebook 2 ed8f4e8cbe9cd64529b8d3f1651b4dca46f46d0d0e7d43120462b92f504e8097Share
If you don’t want these updates anymore, please unsubscribe here.
If you were forwarded this newsletter and you like it, you can subscribe here.
Powered by Revue
14 Harbour Heights Simonstown

Leave a Reply