Effectively Communicate Airbnb Guest Expectations And NOT Drop The Ball
You are an authority, or guests take advantage of you. When they take advantage, you may come to hate Airbnb.
We recently had guests who either did not adhere to the rules or guests expecting hotel or daily services. Guests will expect these or break rules if they think they can get away with it. Did we effectively communicate Airbnb guest expectations? May be. May be not.
Examples Of Airbnb Guests Expectations Not Met
Let me say you cannot address all expectations. Never. But you can always address expectations and hope you hit the nail on the head.
- Some guests from desert areas are used to high temperatures. They love Cape Town’s cooled weather. But unfortunately, cannot handle our cold and wet winter nights. They abuse electricity. Be aware. And read your guests.
- Some guests expect hotel service, pool cleaning, and a domestic. You don’t know this. But that’s not important. You tell all your guests what to expect. Clearly. See below.
- Some guests will test the boundaries. They may have great reviews. You may like them. But they will see you and decide you are a walk over. You have no authority. And take you to the cleaners.
Why Communicate Airbnb Guest Expectations Clearly
As an Airbnb host, it’s important to set clear expectations with your guests from the start in order to prevent misunderstandings and conflicts. By being friendly but firm, you establish yourself as an authority figure who is in charge of the property and responsible for ensuring that guests abide by the rules and treat the space with respect. This not only protects your property but also helps ensure that all guests have a positive experience and want to return in the future. Being an authority figure also allows you to deal with any issues that may arise during the stay in a firm and fair manner, which will ultimately lead to a better experience for both the guests and the host.
A Script To Effectively Communicate Airbnb Guest Expectations
Here’s a script you can adapt. How well you get this message across will show in how guests treat or respect the house. Be a sergeant major with a kind smile.
Welcome to our 5 star home! We’re so glad you’re here. We want to make sure you have a pleasant stay, so I’ll take a few minutes to go over some important information with you.
First, this is a self-catering accommodation, so while we provide a clean and comfortable space for you to stay, we do not provide daily cleaning or hotel-style services. However, if there’s anything you need during your stay, please let us know and we’ll do our best to help.
Second, we ask that you respect our 5 star home and the things in it. We put a lot of care and effort into making this a great place for our guests, and we expect you to treat it with the same care and respect. If there are any damages or issues during your stay, please let us know right away so we can address them.
Third, you reserved for x number of people. My boss expects you to always be x number of people. If you will be more, you must request permission it via the Airbnb app. If not, my boss will be on me!
Finally, we want you to know that we are here to help and support you during your stay. If you have questions please don’t hesitate to reach out to us. We’re happy to help make your stay as enjoyable as possible.
The Consequences Of Not Addressing Airbnb Guest’s Expectations
It’s not fun. Obviously, their perceived value of your offering took a knock. And it does not matter if you are correct. You can be correct, but the guest feels different. Even if you are correct, you are not the one who writes the review about their experience at your home. If they feel done in, they will retaliate with a poor review. Is this worth it? No! Set the expectations. Be clear and firm. If not, you may also come to hate Airbnb when the guest takes revenge.
