Tips for Host: Get That 5 Star Review!
If you have followed us on Instagram since the beginning, you will notice we are constantly receiving 5 star reviews on Airbnb homes & other rental platforms. There aren't many tricks to this, if anything we would say is for the host to leave a good impression and to stay consistent with friendly & efficient service. We have also included some statement that would be helpful for you when communicating with the Guest. Read below!
Here are the basic tips:
The key here is to always leave a good impression
Be approachable & patient and to respond in a timely manner
Use positive words, especially during tough times where the Guest is not satisfied
Prior to Check-In:
Most of the time, you are going to engage with the Guest either online or on the phone rather than in person. As things are often done virtually, it is important to respond your Guest ASAP and don’t leave them hanging!
Prior to their check-in, the Guest may have a series of question in regards to your property. Bare with them - as it may have been their first time visiting. Be kind & patient!
Answer in detail as much as you could, and let them know you are a kind & helpful host by adding a simple statement like this:
Let me know if you have any questions and I’d be happy to help at anytime!
I am glad to know I was able to answer your questions! Just reach out to me anytime if you need any other assistance.
Hopefully that answered your question, is there anything else you’d like to know? Happy to assist :)
Little things like check-in instruction (exact address, key arrangement, parking information, wifi, garbage/pick up days etc.) should all be sent to the Guest at least 3 days before their check-in day. Make sure the Guest had a chance to review them and that these instructions are simple to follow through!
Always ensure cleaning is done right and replenishments are topped up prior to the check-in.
During Check-In & Stay:
On their check-in day, make sure the Guest is able to reach you. This is crucial as the Guest may not know the place like you do and will often need your help to guide them around.
On their second day, we always send a follow up message just to make sure they are doing okay & enjoying the space.
We hope you enjoyed your first night here! Let us know if there is anything you may need to make your stay better!
I wanted to let you know that I'll be available throughout your stay if you need anything at all. Don't hesitate to reach out!
Our experience is that we have always done our cleaning right & have our replenishments filled up. Our Guests are generally happy and satisfied! However, there are still times where inevitable things may happen (noisy neighbour, next door construction, loud dryer etc.)
Remember, if the Guest have any concerns & issues, solve it in a timely manner. It is important to let them know that you care and you are doing your best to make things work. Therefore, address their concerns ASAP and try to make things right!
I appreciate your patience. Please allow me sometime to speak to our (handy man) and I will dispatch them at the earliest convenience.
I have noted the above issue. I will make sure to take care of this right away.
I want to make sure you have a comfortable and enjoyable stay. Rest assure that I am here to help!
In the event where some things cannot be solved right away, stay positive & have a solution-oriented attitude.
We are committed to providing a high level of service to all of our Guests, and we are sorry that we fell short in your case. To make things better, we are happy to offer (complimentary housekeeping, laundromat credit, free one night stay etc… insert details here.)
We would like to offer you (option 1, 2, 3 etc.) while we await the (handy man) on update to take care of the issue. Please let me know if there's anything else I can do to address your concerns and make your stay better.
I can understand how that has affected your stay. We sincerely apologize for the inconvenience while we await the (handy man) To make things better, here are the options we can offer (option 1, 2, 3 ec.)
Check-Out & Post Check-Out
Lastly, about 3 days before the check-out day, make sure to remind the Guest of when exactly their check-out date & time is.
Once the Guest have checked out successfully (and assume they left the home in an expected condition and respected the space), you can say some things to thank them for staying with you. This is your chance to ask them for a 5-star review!
Let them know you value their feedback. Make it clear to your guests that you appreciate their review, and if they are an awesome Guest, let them know too. Mention the word “5-Star” often.
Thank you for choosing to stay with us! If you have a moment, we would be grateful if you could leave us a positive review. We will also give you a review shortly for being a 5-Star Guest!
We hope you had a great experience and built beautiful memory here. Your opinion matters to us, and we would appreciate it if you could leave us a review. Thank you for being an awesome 5-Star Guest!
Thank you for being a 5-Star Guest! It is a pleasure to host you and we’d love to have you back here again. Here’s our 5-Star review for you, and hopefully we will receive a positive review from you too. Cheers!
We hope that these tips will help you get that 5 star review!
Remember the golden rules:
Be kind, friendly & patient and to respond in a timely manner
Learn to use positive words & have a solution-oriented mindset
Treat others how you want to be treated :)
Happy Guest = Happy Host!
