As an Airbnb host consultant, it’s essential to understand how to avoid negative reviews on your Airbnb listing. Negative reviews can be costly and harm your property’s reputation, resulting in potential guests choosing a competitor’s rental over yours. Here are some common Airbnb guest complaints and ways to prevent them from happening.
Guests Cannot Access the Property
One of the most frustrating experiences for guests is being unable to access the property they rented. To avoid this problem, ensure you provide clear directions and double-check any code entry points. Have a backup plan in case gaining entry is a problem, such as leaving an extra key with a neighbor or being personally available at arrival times. You may want to touch base with your guest en route and after the expected check-in time to be sure all went well.
Customers Find a Dirty Rental
Guests’ standards today are high, and they expect your rental unit to be very clean and feature new linens and towels. To ensure your property is always in tip-top shape, have a trusted cleaning company that is in regular contact with you and your calendar. Figure out a process to notify each other of rental turnover schedules and potential conflicts. You may want to have a backup cleaning service in case you find yourself in a pinch. It can also be a good idea to either check the property yourself in between guests or trust a property management company to do so for you.
An Amenity Doesn’t Work
Ensure all major appliances and systems are working well. Your job is to maintain and double-check critical items such as the heating and cooling system, major kitchen appliances such as the oven and fridge, and your WiFi system. Although guests can be somewhat forgiving of minor things that may not be functioning, it’s always best to have everything in working order to increase the likelihood of a 5-star review.
Customers Can’t Reach the Host
Guests want essentially a 24/7 contact comparable to a hotel front desk when they stay at your rental. Be sure you have a system of either being available or hiring a manager to be available around the clock. If this is not possible, at least have a messaging system that promises a short response time and follow through on that promise.
Reservations Are Cancelled by the Host
Having to cancel a guest’s reservation last minute is a surefire way to gain a bad review. Today, multiple calendaring systems are available to help you avoid this problem. Keep your personal schedule up to date, especially if you want to use your own rental. Check your calendar regularly, even daily during peak season, to be sure your booking calendar is up-to-date.
Expectations Go Unmet
Setting realistic expectations is key. Update your listing, especially the pictures, anytime you make a major change such as adding or removing a piece of furniture or an amenity such as a hot tub. You may also want to change the photos during the seasons so that potential guests can see what your property looks like during both warm and cold weather.
Supplies Are Missing or Low
Ensure your rental is over-stocked with what your guests might need. Additional towels and blankets contribute to your guests’ comfort. It’s easy to get an extra roll of toilet paper or a few additional towels at competitive places, so make sure you’re keeping up.
In conclusion, short-term rental management and property management require careful planning and preparation to avoid negative reviews on your Airbnb listing. By ensuring your guests have easy access to your property, keeping it clean and well-maintained, being available for communication, and setting realistic expectations, you can increase the likelihood of positive reviews and attract more guests to your property. If you need help managing your Airbnb rental, consider reaching out to an Airbnb host consultant for guidance.
