Offering a 5-star stay
Setting expectations
Make sure your listing description gives a complete and accurate account of your place.
Don’t oversell. Share highlights and quirks, from the hot tub or fireplace to the creaky floorboards or noise from the street.
Upload high-quality photos, and call out any potential issues from your listing description in photo captions. Aim for two to three photos per room or area, including any top amenities.
Don’t use ultra-wide angles or over-edit your photos, which can make rooms look bigger or brighter than they are.
Communicating successfully
Remember that you’re the only point of contact for guests staying at your place.
Be proactive and confirm that guests have everything they need before check-in, like directions and instructions for getting inside.
Respond as quickly as possible to guests’ messages.
Use inclusive language in your messages, which is key to welcoming all guests.
Use the Airbnb app and tools like quick replies and scheduled messages to make communication easier.
Send check-in instructions at least 24 hours in advance, so guests have time to read them and ask questions. This is especially important for guests with accessibility needs.
Welcoming guests
Sometimes the difference between a four- and five-star review is as simple as paying attention to details.
Cleanliness is key. Ensure all surfaces, floors, and fabrics are clean and dusted. Look for hair after cleaning, or any signs of dirt or dust. Even if your place is a knockout, it has to be spotless to get five-star reviews.
Add a personal touch by leaving a welcome note or sending a welcome message in the app.
Make your space feel like a home. For example, if it has a kitchen, consider adding pots and pans, serving spoons, and basic cooking essentials.
Small gestures go a long way, like leaving a blanket on a couch or sharing some coffee or tea.
Committing to reservations
As part of ground rules for Hosts, you should not cancel confirmed reservations. If a cancellation is unavoidable, you should do your best to cancel with as much lead time as possible. Contact Airbnb if you need assistance.