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    The essentials: Welcome your first Airbnb guests

    The essentials: Welcome your first Airbnb guests

    Here’s how to create a great guest experience—the first time and every time.
    Ngu-Airbnb nge-Nov 20, 2019
    Ufundo lwemizuzu eyi-7
    Ihlaziywe nge-Nov 20, 2019

    Highlights

    • Reply quickly and thoughtfully to let guests know you care and to set expectations

    • Create a check-in guide to make guest arrivals easy

    • Make sure your home is clean and tidy

    • Be available to guests for any issues that may arise

    • Write respectful reviews and set the stage for many great stays to come

    You may feel a few jitters as you anticipate the arrival of your first guests. “I was so excited but also super nervous,” says host Colleen from Richmond, Canada. But she quickly discovered how fun and rewarding hosting can be. “We could not have had a better experience! They have returned every year and have become very close friends.”

    Want to create a great experience for your first guests and beyond? Check out this five-step guide.

    Step 1: Communicate early and often

    Welcoming guests begins even before they walk through the door. By replying quickly to guest messages, you’re letting them know you care about their needs. These early conversations are also a great opportunity to set expectations. Some helpful tips:

    • Be honest. Guests may have missed important details in your listing. Do you need to remind them that there will be pets, other guests, or family members in the shared spaces of your home?
    • Reply the easy way. You can use Airbnb messaging or the app to reply to guests—so it’s easy to respond at home or on the go.
    • Think ahead. If you expect to send similar information to multiple guests such as directions and wifi codes, save time by using the pre-saved messages feature.
    Host Abhay talks about the importance of great communication.

    Step 2: Make arrival and check-in easy

    Provide a soft landing for guests with clear, precise directions about how to travel to your listing and get inside, and by making sure guests know how to contact you on arrival day. Answer commonly asked questions just once by publishing a check-in guide—complete with step-by-step arrival instructions—using the Airbnb app. Just remind them to download the Airbnb app before their trip.

    Host Gregg talks about how he communicates with guests before they arrive.

    Step 3: Keep things clean and tidy

    A clean space is an inviting space. If guests encounter dust bunnies in the bedroom or food stains in the kitchen, that might be all they remember about your space. Stray hairs are a big turn-off, and too many personal items will make the space feel cluttered. Be sure to pay extra close attention to sheets, towels, floors, and bathrooms—these are especially sensitive for guests and need to be spick-and-span.

    Hosts share their favorite cleaning tips and tricks.

    Step 4: Anticipate guest needs

    Every guest is different, but most will expect to have certain items on hand right away. Stock your space with the essential amenities:

    • Towels
    • Linens
    • Soap
    • Toilet paper

    And there are certain things guests always seem to want to know right after they check in:

    • Wifi code
    • Where to find towels
    • Where to find drinking water, coffee, and/or tea
    • If there are any designated shelves in the refrigerator
    • Any areas that are off-limits
    • Pet instructions, if applicable

    Your house manual can help
    The easiest way to share important information? Your house manual. Put the wifi code at the top of the manual, and make sure to include any other must-have instructions, like how to turn on the TV or thermostat. Many hosts also use physical notes throughout their space to share helpful info right where guests need it.

    What to do when you won’t be there
    Think about ways to help them feel welcome, even when you can’t be there to greet them. Many hosts use Airbnb’s guidebook feature to share a list of their favorite restaurants, grocery stores, coffee shops, and more. Some even put together personalized welcome kits that include refreshments and snacks.

    Preparing for the unexpected
    If anything goes wrong, remember it’s how you respond that really counts. Make yourself available via text, phone, or email. Also, have the phone number of a plumber, handyperson, and internet and cable company on hand, as well as contact info for your neighbor, friend, or housemate if you’re going to be away.

    Step 5: Give and get reviews

    Your first few reviews are crucial to your success on Airbnb—your average star rating will appear on your listing after you receive three reviews and may impact how you rank in the search results.

    You’ll also have the opportunity to review guests. Be honest and respectful in your approach. “Writing reviews on guests is just as important as setting up the room for them,” say Beverlee and Suzie of Oakland, California. “You’re letting another potential host decide if they want to host them or not.” The review process helps build trust for guests and hosts, creating a great experience for the entire Airbnb community.

    Host Tim shares the importance of reviews for hosts and guests.

    Highlights

    • Reply quickly and thoughtfully to let guests know you care and to set expectations

    • Create a check-in guide to make guest arrivals easy

    • Make sure your home is clean and tidy

    • Be available to guests for any issues that may arise

    • Write respectful reviews and set the stage for many great stays to come

    Airbnb
    Nov 20, 2019
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