IdoBooking has received an extension of its Airbnb Preferred Partner status, keeping it among the top Channel Managers in the world. Analysing customer performance, we noticed that the rating achieved by our hosts is below average. Hence, we have prepared a guide with tips to improve your score.
At the time of booking on Airbnb, both the host (the owner of the room being shared) and the guest give each other a rating. This is what influences the number of subsequent bookings and the visibility of the property on the portal. The higher the number of points awarded in reviews, the greater the chance of revenue. In order to achieve good scores, the following areas must be taken care of:
Upon receipt of a booking, contact the guest immediately to thank them for their willingness to stay and provide initial check-in information. This could be check-in and check-out times, details of parking or what public transport is like in the vicinity. The locations of nearby attractions and grocery shops are also valuable information. It is always a good idea to rely on the individual customer approach. - asking why they are coming and tailoring the message to their needs. If a guest has any questions, answer them as soon as possible. This will be a sign of your professionalism and increase the chance of satisfying the guest.
Situations where you have to cancel a booking are extremely difficult. Firstly, the guest is forced to change their original plans, which can prove to be quite an inconvenience for them, and secondly you risk financial penalties from Airbnb. Setting a 'booking request' function in the panel, although it will protect against overbooking, makes the client have to wait for a response. During this time, there is a good chance that he or she will decide on another property where he or she has the opportunity to make a booking without waiting unnecessarily. The solution to such a problem is to choose the instant order option with payment. In addition, to avoid duplicate bookings, use Channel Manager tool. It will automatically and in real time synchronise the availability of the facility. It means automatically close appointments when a room is booked through another portal or website.
A thoroughly cleaned room is one of the things guests pay attention to the most. The bathroom should always be in pristine condition, equipped with fresh towels, a supply of soap and toilet paper. The room should be well ventilated and there should be absolutely no fungus or dust. Remember to keep the room free of unnecessary items. This will make your guests feel at ease and, in addition, such a place will be easier to keep clean. If you are tidying up the rooms yourself, ensure that you allow sufficient time for thorough cleaning between bookings. On the other hand, if you are in the rental business professionally, it is worth thinking about a professional cleaning company, for whose services you can charge an additional fee. What's more, booking systems such as IdoBooking have a convenient housekeeping module that allows you to manage and control the cleaning process of your flats.
Room facilities also have an impact on the high rating of the service provided. Start with the basics, i.e. an adequate number of crockery, cups, glasses or cutlery. Additionally, if there will be cooking facilities in the flat, provide pots and pans, but also basic spices and oil likes. Water, coffee and tea are also always welcome. If you have a dishwasher, don't forget to leave a supply of cleaning tablets. In addition, think about what else guests might need during their stay and match the functionalities to the character of your property. For example, if you have a flat in the city centre, it is a good idea to equip the property with a TV with film access and high-speed internet. On the other hand, if the room is located by the sea, think about sun loungers, a screen and beach towels. On the other hand, if you have an agro-tourism or a place close to nature, instead of a TV, it is better to equip it with a hammock, library or Nordic walking poles.
Stand out from the competition to be remembered, provide guests with a memorable experience and thus earn excellent reviews on Airbnb. Offer an airport shuttle, treat them to a local delicacy or produce a guidebook talking about unusual attractions in the area. Do something nice that they don't expect and that will make their stay at your property special. Always be open about problems and solve them right away. An increasingly dissatisfied customer will end up writing an unflattering review on the Internet. However, a quick and effective solution can turn a dissatisfied customer into an ambassador for your brand.