Four Ways To Not Piss Off Your Airbnb Guests

Tips from a professional short-term renter

As an aspiring vagabond, I have a lot of experience with vacation rentals. While I’m not an investor and have never rented out my own property or rooms to strangers, I do take advantage of them regularly and have stayed in about twenty different homes in the last three years. From campers in backyards to sailboats in marinas, I’ve become a bit of an Airbnb connoisseur.

My most recent stay has been a bit of an eye-opener. I’ve realized that I’ve become more of a short-term rental snob instead of the minimalist that I have been aspiring to be, and this latest experience has frustrated me enough to the point of article inspiration for those contemplating the journey to hostship.

Since its inception in 2008, the online hospitality service has gained immense popularity as an alternative to hotels. There are 2.9 million hosts in 2020, and 14,000 new ones joining the platform each month according to Airbnb data.

If you’ve been profiting off the vacation rental marketplace for years, you’ve already figured out what it takes to succeed. But if you’re just starting or have been toiling with the idea to supplement some income or make a living so you can be free to live your best life, here is my advice on how to not get that dreaded bad review:

1. Stock up on everything…please

You don’t realize what you need until you don’t have it. A no-brainer there. My current stay has made me realize just what I’ve been taken for granted. Upon my arrival at my new temporary residence that I booked for one month, I first noticed that there was nothing in the linen closet. Nada. Empty.

Now, I don’t about you, but in the course of one month in my own home, I would usually want to take a few showers and maybe wash my sheets.

Upon further inspection, I also noticed there were no cleaning supplies. I immediately messaged the host and told her that we would need more towels, and mentioned that I thought the cleaning crew had absconded with her cleaning products. She apologized for the lack of linens and towels, and then told me they don’t leave cleaning products because they have the place cleaned before and after each stay.

What?

No. If you are a new host, please do not assume that an average individual would not need to clean something on a given day, let alone within a thirty day period. I told her I would purchase some of my own supplies, but if she could at least supply me with a broom for the tile floors, I’d greatly appreciate it. I’m a stress sweeper — it’s great for reducing stress and coming up with writing ideas.

I realized how many other items were missing when I attempted to cook. There’s nothing quite as aggravating as having to abandon everything for an emergency store run in the middle of making banana bread.

Measuring cups people. We need them.

And for the love of the vacation rental gods, don’t ever forget to leave a fucking corkscrew. I now have to repair a dent in the drywall before I leave, thanks to a YouTube suggestion on how to open a bottle of wine by banging the bottom against a wall.

My advice: take note of what you use in the kitchen and throughout the day in your own home in a week’s time before you open your rental to guests. Don’t skimp to save money. We always notice. Everyday items like paper towels and…ahem…wine glasses, make a huge difference.

It’s obvious these hosts aren't drinkers.

2. Don't be snarky

One thing that will definitely make me veto a potential rental while perusing options before a trip is the attitude of the host when they respond to negative comments from former guests. Like most responsible and smart travelers, I dedicate quite a bit of time reading reviews on potential rentals before I commit.

I make it a point to go straight to the negatives just to see how a host responds or attempts to rectify a less than stellar review. There have been many occasions where hosts have been rude, tried to pass the buck, and publicly attacked guests in response to a negative comment.

I can understand a legitimate defense if it were in fact the fault of a guest, but when all your responses to negative feedback are snarky and non-apologetic, you sound like a child in a sibling argument. In my mind, that’s more drama than I want to get involved with. Don’t make me pull this car over.

I’ll happily scratch that host off my list and move on to the next.

My advice: Ask your guests to contact you with any issue and give you the chance to resolve it before they post a review. If they have an issue, do NOT compare one guest to another and tell them your other guests didn't have that problem. When responding to a negative review, a response such as “I’m sorry for the inconvenience, we’ve resolved the problem and I hope you will give us another chance when you’re in the area” looks a lot better than arguing in a public platform. I’d respect maturity over cattiness any day.

3. Be friendly and personal, but leave us alone

I love hosts that treat you like they’ve known you forever. They offer extras and give tips and make it a point to seem like they’re going out of their way for you. Those are the places I will always go back to and refer to others.

One of my favorite rentals in which I’ve stayed a couple of times over the last two years is hosted by an artist named Denise, who owns the building and lives in one of the units. Each time I see her in passing she’s cheery and asks about my stay. She has even offered to let me help paint her sidewalk (she’s a chalk artist and decorates for an annual art event around the time that I usually stay--it’s cool). She offers recommendations to her favorite local restaurants, stores, and museums, and always leaves coupons and gets us discounts with friends.

If ever I have my own investment property, I want to grow up and be just like Denise.

Although I emphasized being personable, there are still boundaries. There may be many renters out there who are lonely and like to strike up a conversation with their hosts and everybody on the block, but most do not. We’re usually there to get away from our typical lives, but still want to feel at home. When a guest is using your space, don’t bother them unless you have to.

During my last stay, I was afraid to utilize the front porch because the host would want to have a twenty-minute convo each time she saw me. As an introvert, I’d rather give birth than participate in idle conversation.

My advice: Be friendly. If a guest feels like you don’t want to be bothered, they’re less likely to ask for what they need if there’s a problem which sets the stage for a negative spot in your review. But take cues on how much you should chat. If I just wave to you and don’t speak, just wave back. Especially if you see a wine glass in my hand.

4. Respond quickly

Remember, the time that you usually ask for something is right when you need it. As a guest, I usually try not to bother the hosts — refer to point number 3 — so if I do need to message them, it’s usually because I’ve discovered an issue and need to rectify or clarify before I can continue with what I’m doing.

There have been a few occasions when I couldn’t find the designated parking or the code for the keypad wouldn’t work to let me in the front door. I’ve had to wait on the side of the road or the front step until I heard back from the host. We are not in the familiarity of our own homes and we need a little hand-holding til we find our way.

If you’re going to be a host, act like you’re on call…because you are. Like a concierge in a hotel, you need to be available until we get used to our surroundings.

And even once we do, there is still the occasional drunk night of lost keys and you are the only Mama we have to call.

I recognize this is only one point of view. I’ve heard horror stories from both sides of the vacation rental dichotomy, and understand that guests are usually even more frustrating and demanding. When you’re paying someone for a service, in this case, accommodations, there is a sense of entitlement that comes along with it. You might encounter some high maintenance individuals who write articles over missing corkscrews.

But there is something to be said about putting yourself in someone else's shoes instead of jumping to the defense from either side, and this applies to relationships in all aspects of life. The host is also letting me stay in their home, trusting me with their belongings, and trying their best to make sure I have a pleasant stay. I can also be thankful.

There will be personalities and chemistries that just don’t mix, and no matter how hard both sides try, miscommunications are bound to happen. Chalk it all down to a learning experience and let it make you better at whatever your goal may be. We can all benefit from a little more understanding.

Just like I’ve forgiven the host at my current temporary residence for the inconvenience of having to run to the store to purchase kitchen items, I hope she’ll forgive me for my drywall mishap.

I’ll leave her my corkscrew.