Cleanliness is a huge concern for Airbnb guests, and the cleaning fee is often a contentious issue. While you should expect guests not to trash your property, you, as the host, need to meet high standards if you expect your guests to treat your property with care.
But if you’re doing this and you’re still not getting the ratings you’re expecting or think you deserve, what’s going on? Cleanliness is indeed a deal breaker for many guests, but it’s only part of the experience, and honestly, guests can be extremely harsh judges, and they will not notice the invisible stuff even if you don’t.
So, how can you get your ratings up, and what do you need to do?
The Midnight Arrival Test
Picture this: Your guests arrive at midnight. They traveled all day with toddlers and had a 3-hour delay at the airport. Everyone is tired; they’ve got their hands full with sleeping toddlers and luggage, and the keypad code doesn’t work. This is where the Midnight Arrival Test comes in. It’s a simulation of a late-night arrival, allowing you to identify and fix any potential issues that could arise during such a scenario.
Try opening with one hand carrying luggage, or whatever you need to make sure it’s easy to open and lets people in without fail when the correct code is entered. And if there could be issues? Then people need a way to contact you there and then, no matter the time.
The Waiting Game
While you shouldn’t be expected to put your life on hold, you also should be available for your guests when they contact you. Put yourself in their shoes; do you get frustrated waiting for someone to contact you when you have a problem or need urgent assistance? It’s not fun, and a minute can feel like an hour.
And this is what is going to impact your ratings. If your guests are playing the waiting game, they won’t be willing participants. They appreciate quick response times, proactive hosts, or an expert airbnb manager who can help them out, and most importantly, they do not want to feel like they’re being ignored or fobbed off when they need to get in touch. Even if it’s a quick text to say you got this and things are being taken care of. React fast.
Truthful Listings
People expect to get what they booked and if things deviate even slightly, they will let everyone know in their review. If your advertising says you sleep six people, then you need proper full-size beds for six people, not two small doubles and an airbed that only half inflates. If you advertise a pool, the pool needs to be free to use, not closed off.
Because things do change, nothing stays the same, and if you’re not updating your listings to warn potential guests of things like impending building work or neighbors hosting events, then this won’t go down well when your guests arrive. It’s these small details that ruin a stay and your ratings, so being reactive to changing your listing for even the smallest details and changes can help to manage expectations and reduce disappointment across the board.
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