Having spent 12 years in the serviced apartment sector across Milton Keynes and Bedford, I am now referred to as a 'host' due to the rising popularity of Airbnb. Over the years I have a few pointers to what I deam to be important while hosting your own property.
Cleaning is key
The quality of your cleaning team can significantly impact your business. While only a few negative cleaning reviews may not harm your reputation much, a clean and well-maintained property will always be preferred over a dirty upscale property.
Although it is not permissible for properties to be dirty, most cleaning teams are very diligent and hard working. However, occasional human errors may cause them to miss some small areas. Informing guests that your team is available to address any issues they may have is a valuable way to ensure their satisfaction during their stay.
Manage Guests expectations
In my opinion, this is the most crucial aspect. It is preferable to inform guests about any issues or modifications to their accommodation before their arrival rather than having them discover these on their own. When a guest has booked somewhere, they are happy with their choice and visulise their stay in that specific location. If something has arisen and they need to move let them know! Even letting them know about any small maintenance niggles. Being honest and transparent with guests is so important, as they will likely value the heads up. Sending guests pictures of the specific rooms or apartments prior to arrival visually prepares them for when they arrive.
Make a smooth arrival
Based on experience, if a guest encounters a poor check-in,, such as difficulty locating the property, struggling to open the door and in extreme weather conditions, frustrations can quickly escalate. This negative start can set the tone for their stay, leading to a downward spiral of issues like malfunctioning TV, slow Wi-Fi, and more. Some might call it sods law! Therefore, it is crucial to ensure that guests receive accurate arrival information beforehand and hosts remain available to assist if needed. Additionally, updating arrival information to address any potential issues promptly is essential when guests encounter problems.
Be available
Hosting requires a commitment of your free time as it is necessary to be available during evenings and weekends to address any minor or major enquiries from guests. Nevertheless, it is crucial to establish boundaries between the host and the guest. While bigger vacation rental companies may have employees to handle late-night queries, most hosts or managers end up carrying business calls home, which should also be acknowledged and understood by guests. We are human after all!
Don't be a stranger to your property
If you oversee a cleaning team and place excessive reliance on them, there is a risk of standards declining. Property owners and managers establish the benchmark, and it must be consistently met for each new guest. Regularly inspect your property to monitor cleanliness as your team may overlook reporting maintenance issues. Despite their competence, avoid solely depending on them to oversee your property.
Cover all eventualities
Maintenance is a common occurrence, appliances may malfunction, the heating system might fail, and there could be no hot water...does this situation sound familiar? Such incidents happen in your own home and there is always a chance it can happen while you have a guest in house. While it is not the host's fault, how you handle these situations can make a difference in alleviating any inconvenience experienced by the guest. It is advisable to have reliable contractors readily available to promptly address any issues at the property. In case the heating system malfunctions, ensure that there are portable heaters available on the premises. Show empathy towards the guests, acknowledge the inconvenience, and work towards resolving the issue as quickly as possible.
Happy Hosting!
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