As an Airbnb host, you have the opportunity to welcome many different types of guests into your home. Sometimes you may encounter a guest that has endless questions and requests about the property, which can often be a headache for homeowners. While other times, a guest may have a genuine request, and highlight an issue that you hadn’t considered previously. Regardless of the type of request, in the short-term rental business, it is the host’s responsibility to anticipate the needs of the guest and try to accommodate them.
According to recent insights carried out by Hometime’s expert team of Airbnb manager, below are some of Australia’s top guest requests and pro-tips to consider when delivering a 5 star guest experience.
Early Check-In / Late Check-Out
It’s no surprise that from time to time, guests will ask the host to be flexible with check-in and check-out timings. In fact, earlier and later check-in and check-out times are the most popular requests that guests make, amounting to nearly 16% of all requests recorded by Hometime. Although a host may feel obliged to accommodate these type of requests, it can create difficulties if a property is booked back-to-back. Hometime recommends setting the check-in time for 3pm, and check-out time for 10am. These times are in keeping with what is typically expected by guests and allows the host sufficient time to get the cleaning organised and property ready for the next guest. While accepting an early check-in request can contribute positively to the guest experience, always ensure that you allow enough time to reset the property. Guests also appreciate when a host is willing to store their bags earlier, or later than the check-in and check-out requirements. Hometime recorded that over 15.5% of all requests were made by guests asking for a bag drop at the property. As a host, if you are happy to offer this service to your guests, not only will it create a more positive experience for the guest, but increases the chances of a five-star review.
Discounts
Savvy Airbnb guests have picked up on the elusive ‘special offer’ function on the platform, and as a result, are far more forthcoming when asking for discounts for their stay. Discounts are the third most popular type of guest request, with over 11% of all guests asking for a cheaper rate. A simple rule to follow for discounting, is that it is ok to accept or offer a discount in order to secure a last minute booking. However, if a guest is looking for a discount and their stay isn’t planned for a number of weeks or months, don’t feel pressured to accept as it is likely you will secure a full paying guest in this timeframe.
Extra toiletries and towels
When it comes to providing the added luxuries for your guests, a little can often go a long way. Guests typically would expect toiletries and additional towels to be available in the property, but it’s important to clearly communicate what will be available on the listing itself. Nearly 9% of guests request additional toiletries mid-stay, while just over 6% ask for more towels to be available. Before a guest arrives, consider the length of their stay and ensure enough toiletries and towels are provided to suit their needs. At Hometime, we equip each home with a selection of travel-sized shampoos, shower gels and soaps, to ensure that all guests never have to worry about running out of products. Travel-sized toiletries add a luxurious touch to the home, and when purchased in bulk can be extremely cost-effective for the host. When setting your cleaning fee on the platform, you should consider incorporating the price of these products into each guest’s stay to recoup the cost.
Additional beds / cots
If you have an extra bed, mattress or cot, make it available to your guests. As many guests travel with children, the availability of an additional cot can improve the guests’ stay massively. Nearly 7% of all guests request an additional cot for children, while nearly 4.5% ask for an extra bed or mattress in the property. Some hosts may want to consider charging an additional fee for the service, as it will likely result in more guests staying in the property. If you have listed your property as family-friendly, these additional amenities will help to ensure that your guests have a pleasant stay.
Wifi
It should come as no surprise that high-speed wifi is now regarded as a necessity in most Airbnbs across the country. Families with young children and teenagers often view this as one of the most important facilities in the property, with over 6.5% of all requests asking for wifi details and information. As the majority of wifi inquiries arise during a stay, Hometime suggests avoiding these inquiries by including a simple but detailed wifi manual printout next to the modem or device, in addition to including these details as part of the house manual within your listing. Guests should easily be able to identify the wifi password, and should be provided with troubleshooting instructions so that they won’t need to contact the host should a technical issue arise.
While there may be a lot to consider when managing an Airbnb, the Hometime team are always on hand to provide round-the-clock service and guarantee to keep things running, hassle-free.
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