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Guest Feedback: 6 Things Guests are Most Likely to Mention in Their Airbnb Review

guest feedback airbnb review
Thanks to the rise in the sharing economy and the overwhelming success of platforms like Airbnb to compete with major accommodation providers, more and more travelers are opting for vacation rentals over hotels. As a vacation rental host, that’s good news for you!

That being said, guest reviews can absolutely make or break your gig as a host. Unlike huge hotels that can afford a poor review here and there but still maintain an overall positive appearance and successful business venture, every “ding” in your listing presentation can cost you dearly. You can certainly try to make things right after a negative review, but you can’t ever erase it. The internet deals in ink, not pencil, y’all.

To avoid missteps and stay ahead of the negative review curve, here are 6 things guests are most likely to mention in their Airbnb reviews.

1. “The rental is exactly/not exactly as pictured.”

Pictures say a thousand words, don’t they? And let’s be real: You can make anything look stunning with the right lighting, angles, and a killer photographer.

You should definitely go out of your way to get fantastic images of your space but make sure they truly reflect what your guests will see when they show up. Pictures can also be deceiving and if your guests arrive expecting one thing but find something totally different, they’ll make mention of it. Investing in a professional photographer to get high-quality pictures of your place can increase your booking volume, meaning that it’ll pay for itself in time!

On the other hand, if your images deliver true “snapshots” of your vacation rental, you’re sure to get a rave review.

2. “Strong/Weak Wifi”

Whether your guests are traveling for work or pleasure, they’re going to want internet access. That’s just a given.

It’s helpful if you’re able to offer it the “old fashioned” way via an ethernet connection – which is always a safe bet over wireless – but wifi is still king. Smartphones and tablets can’t connect to the internet without it and if you’re not able to offer a strong signal, you risk scaring potential guests away.

We recommend going as far as listing your actual WiFi speed in your booking profile…this will also help attract business travelers who want a place with great WiFi.

3. “Great/Poor Amenities for a Long-Term Stay”

If your guests are staying for more than a week, it’s not a bad idea to cater to them with some additional perks beyond offering a discounted rent rate.

Offer up extra services like a weekly or bi-weekly house cleaning so they’re not the ones scrubbing the bathroom during their stay. Offer to change out their linens every couple of weeks with fresh ones so they don’t need to do their own bedclothes laundry or wash their own towels.

You might even go so far as to send over a gift every once in a while as a “thank you” for staying with you. Consider a bottle of wine, a fun snack like Shari’s Berries, or a gift card to a nice local restaurant for a night out on the town.

4. “We couldn’t find the…”

We know guests move things around and your cleaning crew likely does their best to ensure everything is put back in the same place after every turnover cleaning, but somehow, things can still go missing. That said, if your guests can’t find something, the blame doesn’t fall on other guests or the cleaners; it falls on you.

If you list that you’ve got a hair dryer, ask your turnover contractors to check for it every time and return it to its home. If you promise an iron and ironing board, make sure they’re there. Where are the keys to the locked trash disposal area?

If you’re not 100% sure of your stuff’s exact location every time a new guest checks in, you’re risking sabotaging your good hosting name.

We recommend creating a guest folder or digital information “book” with information on where everything is so guests can find it themselves.

5. “XYZ was Not as Described”

Look, we know – and your guests know – that some things will be out of your control. You can’t tell your neighbors what to do or control how far away your place is from the nearest light rail station.

You can, however, be honest.

If your neighborhood isn’t quiet, don’t say it’s quiet! Instead, market your place as a party-friendly rental.

If your place isn’t near public transit or close to many businesses, don’t claim things are “within walking distance.” Instead, offer a guaranteed place to park a car on the street, in the garage (if you have one) or in a nearby parking lot.

This could look like a lot of different things and it’s up to you to put a positive spin on the negative. Sit down and make a list of every possible “bad” thing about your vacation rental. Then consider what alternatives you can offer your guests.

Rather than highlighting the flaws, overcome them ahead of time by presenting solid solutions. That way, there won’t be anything to complain about.

6. “Check-In/Check-Out Wasn’t Ideal”

Depending on how involved you are personally with your vacation rental, this may prove to be challenging for you to amend. If you’re juggling a full-time job and hosting is your side hustle, you may not have much wiggle room to accommodate guests’ ever-changing desires.

Despite the difficulty, guests aren’t thinking in terms of how their needs affect your life; they’re thinking about how they affect their vacation.

Here are some things to consider:

 

  • How restrictive are your check-in hours? If you have to (or prefer to) physically meet your guests when they arrive, are you available at late or odd hours?

 

  • Can you offer your guests a place to leave their luggage if they need to check-in early or if they don’t leave town immediately after their check-out?

 

  • How much work are you asking of your guests at check-out? Is it more than a few simple, one-minute tasks?

 

  • How easy is it for guests to return keys?

 

Catering to your guests’ needs and desires is a big job and, ultimately, will be what keeps you consistently booked and highly ranked in search results. By being fully aware of what your guests will expect and how they think about their overall experience, you can prepare ahead of time and stave off negative Airbnb reviews before they even happen. You can hire a professional check-in/-out service company like Check-In LA to help out.

Interested in offering your long-term renters a complimentary cleaning service or need help automating your turnover process? Take a look at how MaidThis! helps vacation rental hosts.

 

Clean my
Vacation Rental


single-blog-sidebar-vacation-rental
  • Automated Scheduling
  • Cleaning Report with Pictures
  • Never a No-Show. Guaranteed.
Book Now

Testimonials

At first I tried to take care of all of the cleaning process myself, and it turned out to be a bigger headache than anything else. So a friend told me about MaidThis and its been fantastic. I’ve been working with my cleaners for a few months so far. I recommend you check out the service for yourself.
Brent
Airbnb Host in LA
90+

Hours
Saved

I definitely think that as a company we've been able to make more money, not only because we're saving money by using Maid This, but also because they're helping take a few of the necessary evils with doing vacation rentals off of the property managers plate.
Laura G
Airbnb Host in LA
90+

Hours
Saved

Blog

5 Surefire Ways to Improve Your Vacation Rental Reviews

vacation rental reviews

When you make a room, floor level, or entire property, available as a vacation rental, you’re diving headfirst into the wild world of hospitality. There’s no getting around it: with vacation rentals, great reviews (or lack thereof) are often the difference between keeping your space booked year-round and watching it (and your wallet) collect dust.

Keeping the great reviews rolling in isn’t necessarily easy, but it certainly doesn’t have to be overly difficult, either. Attention to detail and awareness of your guest’s needs are at the most basic level of building a profitable vacation rental business. To keep your space occupied consistently, go a step (or a few) further to provide an experience worth raving about online.

1. Upgraded Amenities

Let’s face it: vacations rarely go as planned. No matter how perfect the weather looks when the itinerary is finalized, there’s almost always an unexpected rainy day or canceled tour. Sometimes it’s a case of jet lag that lingers a little longer than expected. When a day gets knocked off the agenda, it’s important that your rental space is there to save the day for your guests. Whether it’s an included Netflix subscription, video gaming systems and wide-range game assortment, a well-stocked bookshelf, board games, or a Keurig with a variety of beverage choices, these upgraded amenities are a big deal to your guests.

It’s a huge load off to know they won’t have to go out of their way to entertain themselves, should a part of their plans fall through. They’ll be extremely grateful to you for making their entire vacation experience – even the unexpected parts – pleasurable and easy.

2. Stellar Guest Service

Whether you’re present at the time of rental or not, you should be prepared to provide excellent guest service throughout any length of stay. If you’re renting out a room in your own home, make sure you’re friendly, helpful, and informative. Your guests are getting away to relax and enjoy some time apart from their daily lives. Ensuring you’re pleasant company without being constantly “in their business” makes a difference. If you’re renting an entire property and won’t be there for your guests’ stay, make sure you have systems in place to let them know you care about their level of comfort.

This may include having services hired out to guarantee things are never out of stock, like toilet paper or basic pantry items. It could also be as simple as leaving a personalized letter explaining where your guests can find anything they may be looking for and wishing them a great stay. (Be sure to place it somewhere you know they will find it!) Consider including contact information for them if anything goes awry on the property during their vacation.

The experience doesn’t have to end once your guests head home. After they check out, send them a friendly email thanking them again for their stay and ask if there was anything you could have done to make it better so you can improve for the next visitor. Invite them to leave a review for you via their chosen booking agency. It’s imperative to do this before they leave a review so the guest can air any concerns they had. This gives you an awesome opportunity to prevent bad reviews.

Being absolutely certain that you’ve done everything in your power to exceed each guest’s expectations is one of the best ways to improve your vacation rental reviews. There’s no substitute for great customer service, so make sure this is top-of-mind when it comes to your rental.

3. Offer Unique Experiential Value

Most often, people choose to rent a vacation space over a hotel because of the local vibe. People like to experience their vacation spot with more authenticity these days. Tourist traps are out; favorite local haunts are in.  Be their one-stop guide to all the “best-kept secrets” of your area by providing them with a list of suggestions and a little bit about why you love them. Break it down into fun categories, like “Best Dive Bars,” “Most Delicious Pizza,” or “Satisfy that Sweet Tooth.” …You get the idea.

Offering your unique insight on the city you know and love can help your guests experience their new surroundings in a totally unique way. That’s the kind of “above and beyond” treatment that will stick with your guests when they go to write their reviews. Plus, the memories your guests will create from your heartfelt suggestions are worth so much more than 5 stars and have the potential to create repeat renters.

Need some help putting this together? Check out a couple of cool sites like Coral or Touch Stay, which helps you put together all kinds of info for your guests that they can access via an app on their smartphone.

4. Keep It Clean

Think about the last time you stayed at a vacation home, or even a hotel, and walked into the room to find it looking like the last guests never left. The gross-out factor of arriving at a dirty rental is the kind of first impression that’s really hard to recover from. That’s why it’s so important to deep clean your rental between stays.

Let’s face it, when people rent your space, they aren’t looking for something that feels decidedly “lived-in.” They are likely spending more than they would on a budget hotel room for a unique experience, sure – but they still have high standards for the cleanliness of that experience. Whether you personally head to the property to spend the day cleaning after your guests leave or hire a cleaning service to do the dirty work for you, a spotless scene for your next rental guests is imperative if you’re looking to rake in the good reviews.

P.S. If you’re tired of scrubbing down your rental after every group of guests, we’ve got you covered.

5. Know Your Guests

If you really want to stand out amongst your competitors, all it takes is doing something they aren’t. The secret? Get to know your guests. Make a point to have a genuine conversation with them before they arrive or shortly thereafter. Getting to know the people staying in your rental accomplishes a couple of important things in terms of providing top-notch hospitality: it allows you to tailor your suggestions to their interests and helps you understand where to concentrate your efforts for their stay.

Taking a little extra time to understand why they are traveling and what brought them to you will also provide insight into what is already drawing people to your rental. It’s like a free case study on your reputation, so take advantage!

 

All of these suggestions boil down to something really simple: be an amazing host. Care about your guests, care about their stay, and care enough about your reputation to go the extra mile. When you do these things, it won’t be the least bit surprising to watch your ratings rise – and your bookings and bank account along with them.

Need help getting your vacation rental ready for your next guests? Set up a time to have one of our fully-vetted cleaners make your space sparkle and watch the rave reviews stack up.

 

Clean my
Vacation Rental


single-blog-sidebar-vacation-rental
  • Automated Scheduling
  • Cleaning Report with Pictures
  • Never a No-Show. Guaranteed.
Book Now

Testimonials

At first I tried to take care of all of the cleaning process myself, and it turned out to be a bigger headache than anything else. So a friend told me about MaidThis and its been fantastic. I’ve been working with my cleaners for a few months so far. I recommend you check out the service for yourself.
Brent
Airbnb Host in LA
90+

Hours
Saved

I definitely think that as a company we've been able to make more money, not only because we're saving money by using Maid This, but also because they're helping take a few of the necessary evils with doing vacation rentals off of the property managers plate.
Laura G
Airbnb Host in LA
90+

Hours
Saved