5 Communication Tips for Airbnb Host
When it comes to being a great Airbnb Host it’s all about customer service and great communication to set yourself apart and become an Airbnb Superhost. Here are 5 basic communication tips that will help you be a great Airbnb host.
1. Fast Response Time
A quick response time is the key to great customer service and being a great Airbnb host. Put yourself into the customer shoes. They want to make plans and stay at a place that is reliable and available. So the faster you are able to respond to the customer’s requests and questions the more comfortable you make the feel.
A fast response time is even more important if the fuse goes out, and also if your guest want to know what the best dinner options in the area are.
Responding fast is important, but make sure not to be sloppy. Still take your time to craft a complete and friendly message. A great way to be fast and still thoughtful is by using Saved Messages.
2. Use Saved Messages
Use the Saved Messages feature in Airbnb, or Template feature in HomeAway. You can also use Google Docs to save your canned responses. Keep your responses handy and close by so that you can respond fast.
Take some time and prepare well crafted responses to the most common questions. Refine your responses over time. You will get stronger and stronger with better saved messages on your way to become a great Airbnb Host.
3. Always Keep it Positive
A great Airbnb host stays friendly and upbeat, even if your guest is impossible, rude, broke your stuff, or treats you and your property badly. We know it can be hard, but try to keep it positive and nice.
For example, there is no hot water due to nobody’s fault. Obviously your guest will be upset and want the problem to be resolved. Your job is to put their mind at ease. Apologize first, and demonstrate that you’re taking action. Take the extra minute to apologize and explain to them what you’re going to do, instead of running to the basement and leave them without information.
4. Be Proactive
Check in with your guests, before they arrive, after they arrived, during their stay, before they leave and after they left. It’s okay. It’s never too much. Don’t be creepy, you’re just checking and and asking if they need anything. Most guests won’t need anything, also most customer won’t ask you and if they do have a question, they will be thankful that you asked. Most of our guests are too busy and ignore the messages, but nobody complains about one too many messages.
5. Ask for a Positive Review
We hope you have done everything right so far. Then you should ask for a positive review after your guests stay and build up your 5-star reviews. This will go a long way to become a great Airbnb host.
Become a great Airbnb Host
Be delicate when things go wrong. If you stay positive and friendly, and you communicate proactively, you can get a 5 star review for a stay that most people would consider a disaster. Again, don’t aim for that, but handle the situation like the great Airbnb host you want to be and your guest will respond in kind.