How to exceed guest expectations

Top ratings and positive reviews can lead to more bookings and higher earnings. Use guest feedback to keep improving your service.

The insights section shows your overall rating, public reviews, private notes and detailed ratings on hospitality, location (when applicable), reliability and value.

Guests appreciate feeling cared for and welcome. Do your best to deliver a high-quality offering and anticipate their needs.

• Schedule a welcome message. Make sure guests have the information they need ahead of the service. A photographer might share a detailed forecast and clothing considerations.
• Learn about your guests. Send a message to ask about a guest’s preferences and needs to personalise the service. A caterer could ask about allergies and menu customisations.
• Consider the guest’s perspective. Some guests might be new to your city or country. They could need extra help navigating the area or understanding local customs. Aim to be warm and helpful and communicate respectfully.
• Bring extra supplies. Make sure you’re prepared for potential issues, like if tools or equipment break or a guest forgets an important item. A personal trainer might pack spare yoga mats.
• Follow up afterward. Send a message to thank guests and address any next steps. This could include a timeline for when photographs will be available or a recipe guests particularly enjoyed.

If you host a service at your business or public space, guests are asked to rate the location. An esthetician might provide a facial treatment at their spa or a photographer could offer a session in a park. Guests appreciate inviting spaces that are clean and well-equipped.

• Prioritise guest comfort. Providing a safe and clean space helps guests enjoy the service. A massage therapist will want to provide a spotless spa so their guests can relax during a deep-tissue treatment.
• Send detailed directions. Be clear about what guests can expect from your location and where you’ll meet. Think about possible parking and public transportation issues. Include check-in instructions if you’re in a shared space. Keep accessibility in mind, too. For example, is your photo session location wheelchair accessible?

Guests won’t be asked to provide feedback on the place if you travel to their location.

Guests expect their host to provide a seamless service. This means setting clear expectations with guests, providing timely and clear communication, and being organised.

• Prioritise accuracy. Make sure your descriptions and photos convey exactly what guests get. A hair stylist could describe the products and techniques they use and include photos of the types of updos and braids they provide.
• Be responsive. Set your regular hours in the Listings tab to make it clear when you’re available. Turn on notifications in the Airbnb app and in your device’s settings so you can see guest messages immediately and respond quickly.
• Plan ahead. Prepare any supplies in advance to ensure your service stays on schedule. A chef might chop vegetables ahead of time for the soup they’ll cook at the guest’s place.
• Bring any support you need. You might have an assistant join if you’re hosting a large group or offering a more complex service. You’re required to let guests know if an assistant will support you during the service with enough notice to cancel without a fee.
• Arrive on time. If you’re travelling to the guest’s location, consider your route and account for traffic.
• Respect the property. If you’re providing the service at someone else’s home, leave the space as good as you found it.

Guests seek out services that provide exceptional quality for the price. Consider how to make your offerings even more special and worth the prices guests pay.

• Include a range of options. Add at least 3 offerings at different prices to give guests more options and help meet your earnings goals. The best practice is to set up offerings at entry, standard and premium prices. For example, a photographer in the US might provide a half-hour session that costs less than $50 USD, a personalised portrait session that costs between $50 USD and $150 USD, and a family session that costs more than $150 USD.
• Customise your offerings. Airbnb messaging tools help you communicate with guests to personalise your offerings and set custom prices.
• Provide great service. Using higher-quality materials and adding extra touches that make your offering even more special can go a long way. An esthetician might include a complimentary essential oil.

All hosts, photos and listing details must meet the standards and requirements for Airbnb Services.

Information contained in this article may have changed since publication.