Carly Buxton, PhD

I’ve been staying in Airbnbs since 2013, which is pretty early for an East Coaster. In my 10+ years as a Guest, I’ve had quite the spectrum of experiences. In fact, the first time I stayed in an Airbnb, the cops came TWICE (12 am and 3 am) to make sure that “I” (because my host had told me to pretend to be her) had not taken my own life.

Interestingly enough, I kept coming back, despite that abysmal first encounter with a then still-new “sharing economy” platform. Initially, I kept coming back because it was cheaper to stay in Airbnbs, and I’m nothing if not frugal. In my next phase of committed Guesthood, I stayed in Airbnbs not for the cost savings but to savor some local flavor as I traveled the world, ever in a quest to blend in as a local. And now, in my parenting era, I choose Airbnbs because it’s easier to spread out as a family.

With more than 100 Airbnb stays under my belt, I have strong opinions about what makes for a good Guest experience. And now that I’m officially a Host, my Guest CX Principles feel much more important to codify.

There are plenty of great creators out there who have guidance (often for a $$$$ fee–wow, this is its own industry!) about how to market your Airbnb in a way that will fill up the calendar. That’s not my forté. But customer experience do’s and don’ts that will make your place have return bookings and referrals? Absolutely in my purview. So here we go:

1. Your photos reflect your reality. One summer, we stayed at a beach house that showed a bunk bed, but when we arrived, it was just a pull-out futon in that room. My children were crushed, as they’d been looking forward to bunk beds all summer. Fail. And yes, you want photos that showcase the best that your place offers, but if, for example, your home is NOT in the middle of nowhere, don’t make it look like it is. Aim for reality in a positive light.

2. Have the Turnover Team top up all amenities. The following should be FULL each time. Your guest should never have to go purchase their own stuff if you’ve advertised that you have it on hand. And they shouldn’t have to feel guilty about taking the last one from a mostly empty supply.
   1. Shampoo and Conditioner: super-gross to me when this is half-empty.
   2. Laundry detergent: you advertised a washing machine? Better give me a bunch of pods to go with that.
   3. Dish detergent: same as above.
   4. Coffee, tea, sugar, and creamer. Fresh creamer, please, or at least the little individual pots.

3. Opt for quality where it matters. Soft sheets, plush towels, comfortable mattress, pillows with options of fluffiness, and the “good” toilet paper.

4. Noise control. Admittedly, I suffer from misophonia, so my sensitivity to sounds is definitely not that of a gen-pop guest. But it behooves you, as Host, to go the extra mile to keep your Guests’ stay a quiet one, despite the realities of your spot’s environment. Barking dogs, mail trucks in the alley at 5am, a karaoke bar next door: these are all things I’ve experienced as a guest, and even if they can’t be controlled, you CAN gesture at empathy by providing white noise machines and fresh earplugs. Hosting a basement apartment? Don’t stomp or jump around. In fact, don’t even walk around unless it’s the middle of the day. And if that can’t be helped, you need to clarify this in your listing and establish “quiet hours” when you vow only to tiptoe.

5. A physical guest guide. I get that Airbnb offers a way for you to put a digital instruction booklet in the app, but I really appreciate a physical one–in page protectors. It should include:
   1. Wifi instructions
   2. How to use key appliances that are at ALL confusing (TV remote, dishwasher, thermostat, etc.)
   3. Local recommendations for groceries, meals, attractions, and nightlife.
   4. Host contact information and emergency notes.

6. Take care of the trash and the sheets for me. As an Airbnb “promoter,” I often find myself trying to convince people of the plus-sides of staying in Airbnbs, and I find that their #1 complaint is typically along these lines: I don’t want to have to take out the trash when I’m on vacation. I know it helps to have the Guests “kickstart” your turnover, but as a Guest, it’s hard to keep track of the different processes at each checkout, and it really downgrades the experience. Instruct your guests: CHECKOUT: We’ll handle the sheets, towels, dishes, and taking out the trash. Safe travels!

7. Address any issues IMMEDIATELY. Guest reaches out about a loose board in the back deck? Send a handyman that same day. Broken washing machine? Maytag man is on it. If your Guest feels that it’s important enough to message you about it, then it’s pretty central to their experience, so fix it. And if you can’t, offer some sort of “service recovery” (see below).

8. Offer service recovery. As a flight attendant, we had lots of different tricks up our sleeve to “recover” you as a customer if you experienced something you didn’t like: a free drink, free snack, flyer miles added to your account, seat upgrade, and on and on. I was always amazed at the way customers could go from angry/put-out to delighted, simply because we took a step to recognize their experience as somehow “lacking.” If something goes wrong, you have this power as a Host. Give them a credit on their stay, offer a free night in the future, send a GrubHub card–or flowers! 

9. Avoid shady dealings or random sales pitches. What’s one thing you can do as a Host that GUARANTEES I will never return? Try to make a buck off me. I’ve had many hosts offer to “reach out again outside of Airbnb if you want to stay again, and I’ll give you a special price.” Cringe. No thanks, I’ll take the protection of an insured company. I’ve had people leave their little Etsy shop or MLM items out for me to “purchase” while I stay. The worst is when people tell me to “make myself scarce” as they’re not technically allowed to be running an Airbnb. 

If your Guest leaves a bad review, do what you can to respond to it and correct those concerns for the next Guest (even if you think they’re crazy, there’s likely a kernel of truth). If your Guest does not leave a review, this is also a bad sign. They either found your spot ho-hum, OR they hated it and are too nice to complain. So don’t think you’re in the clear just because the Guest didn’t review-slam you.